How Twilio Is Embracing AI to Personalize Engagement [Video]

Today’s consumers are quick to act when they find what they want. They are also quick to walk away when they don’t. Consumers are pros at swiping through content and hyper aware of how brands engage with them. All it takes is one irrelevant ad or untimely message and they’re gone. Generic communication doesn’t cut it anymore. 

According to Twilio’s 2023 State of Customer Engagement Report, 91% of brands report that they often or always personalize engagement with consumers, while only 56% of consumers agree. Where’s the disconnect? Companies have been collecting data on their customers since the dawn of direct marketing. But in the digital era, gathering information is only the first step. Truly knowing your customer requires that all of your existing tools, including your CRM, marketing suite, and contact center, are capturing and integrating customer insights. That way, you can create an accurate picture of who they are and what they want. 

That’s the power …