Discover guides, reports, webinars, and more

Inside the Conversational AI Revolution: How to Win The Race to Deliver Exceptional Experiences

Research on what customers really want from conversational AI, and how businesses are building trust, efficiency, and loyalty in the age of automation.

Twilio named a Leader in the 2025 Gartner® Magic Quadrant™ for CPaaS

Twilio is recognized for its Ability to Execute and Completeness of Vision.

5 trends shaping the future of retail

Retail is undergoing a profound transformation, becoming more conversational, creative, and contextual. Voice technology and AI are at the centre of this evolution, making shopping more accessible while enabling brands to meet customers exactly where they are, whether that’s through an AI agent, a social platform or a smart appliance. This report explores five key trends shaping that future: The Consumer Agent Economy, Beneficial Intelligence, Dreams Unbound, Business as Social, and Contextual Commerce.

5 trends shaping the future of travel and hospitality

This report explores five key trends shaping the future of the industry: AI Genies, Serendipity Seekers, Rooted Roads, Right to Roam, and Signature Stays. Together, they reveal how behavioural shifts and emerging technologies are redefining how people plan, book, explore, and engage with the world around them.

2025 State of Customer Engagement Report

Global consumers and business leaders reveal how AI, personalization, and other trends are reshaping digital customer engagement in 2025 and beyond.

Twilio Named a Leader in Omdia Universe: CEP, CDP and CPaaS, 2025

Twilio has been recognized across three key Omdia Universe Reports, solidifying our position as a Leader in Customer Engagement, Customer Data Platform, and Communication Platform as a Service.

2022 State of Customer Engagement Report

Learn about the latest digital customer engagement trends from more than 3,400 business leaders and 4,500 consumers across the globe.

2023 State of Customer Engagement Report

Learn about the latest digital customer engagement trends from more than 4,700 business leaders and 6,000 consumers across the globe.

2024 State of Nonprofit Digital Engagement Report

Explore AI and digital adoption trends for nonprofits, public sector, and 501(c)(3) organizations in healthcare and education.

Consumer Preferences Report

Improve your customer communication strategy with insights and data from 3,900 global consumers in Twilio’s latest Consumer Preferences Report.

Evolving Healthcare Ecosystem

Uncover the secrets of engaging healthcare communications and learn how industry leaders meet evolving healthcare needs. Drive exceptional patient engagement with proven strategies. Download now!

The Customer Data Platform Report 2025

Drawing on anonymized insights from thousands of Twilio customers, the Customer Data Platform report explores how companies are using CDPs to unlock the power of their data. We examine the trends shaping the ecosystem, and highlight the tools driving us forward.

Twilio named a Leader in the 2024 Gartner® Magic Quadrant™ for CPaaS

Twilio has been recognized two years in a row based on its completeness of vision and ability to execute..

Forrester TEI Study

The Total Economic Impact™ of Twilio Messaging

The State of Personalization 2022 | Twilio

Learn why nearly 3,500 businesses and consumers are saying attitudes and experiences with personalization have changed within the last 12 months.

Cloud Contact Center Modernization: Doing More with Less Through Intelligent Automation

Modernize your credit union’s contact center to lower costs and meet member expectations with a seamless experience. Discover how leading organizations are leveraging cloud platforms to deliver personalized CX without increasing headcount.

The Voice AI Revolution: How to Modernize Retail Customer Conversations with Twilio & Microsoft

Discover how Twilio and Microsoft Azure AI are helping retailers deliver human-like voice interactions that customers expect.

The New Fraud Playbook: Winning Against GenAI-Powered Scams

Join Twilio, Liminal, and Stytch for a data-driven session exploring how unified platforms can merge authentication with passive, probabilistic signals to boost detection accuracy—without increasing user friction.

Scaling Smarter: How Twilio Helps Healthcare Teams Adopt AI

Join us as we explore how healthcare organizations can leverage AI and Twilio’s suite of communication tools to deliver better patient-centric experiences while improving operational efficiency.

Twilio Talks: Unlocking the Future of AI-Powered Engagement

In this fireside chat, we’re joined by OhMD, a leading healthcare communication company, on how they used Twilio’s Conversational AI to deploy AI-powered voice assistants and smarter messaging.

Unlock Cost Savings and Better Public Service with AI: Twilio Solutions for Smarter Government Operations

In this webinar, public sector leaders and Twilio experts will guide you through how government agencies can leverage AI and digital communications to do more with less. Learn how intelligent automation, and modern messaging and voice solutions can help sustain essential services, reduce operational burden, and strengthen citizen trust amid limited resources.

Twilio Talks: The New Era of Messaging

Lowe’s and Google shared how they partnered with Twilio to harness RCS, delivering richer, more personalized customer engagement.

AI in healthcare: it’s an assist, not a deflect

Discover how healthcare organizations are using AI to improve communication, reduce staff burden, and personalize patient experiences.

IDC + Twilio: Secure, Seamless, and Citizen-Centered Public Sector Services

Learn how public service organizations are modernizing communication to reduce fraud, streamline experiences, and earn citizen trust.

Modernizing Federal Health IT with AI & Automation

According to the 2024 State of Nonprofit Digital Engagement Report, 93% of healthcare organizations believe AI will improve patient engagement—and over half are already putting it to work. In this new video, Bruce Marler, Twilio’s Senior Director of Revenue and Social Impact, explores how AI, cloud communications, and real-time data are transforming how government and nonprofit healthcare providers connect with patients—while supporting overburdened clinicians.

CDP Workspace Workshop: Build Smarter, Connect Faster

Watch this step-by-step walkthrough where a CDP expert will show you exactly how to connect your first data sources and destinations—without the headaches.

Twilio Releases Q2 2025: Unveiling the Latest and Greatest

Watch the Q2 2025 Twilio Release Webinar to get an inside look at the latest enhancements across Twilio’s platform that were purpose-built to help you deliver more seamless, personalized, and scalable experiences that drive business growth.

Twilio Talks: The New Rules of Engagement

Featuring Nextdoor, the session highlighted how leading brands are rethinking customer experience—from scaling personalization to building trust in an AI-driven world.

How Twilio Uses Twilio: Clean up your Marketing and Save Money Doing It

Watch this session to learn how to streamline data management, sharpen targeting, and maximize ROI. Because if we can do it—you can too.

Measure ROI and performance of your omnichannel communications

Learn how to measure the effectiveness of your omnichannel efforts and calculate ROI in this on-demand webinar with a Twilio product expert.

Designing at the Edge: How Adobe Builds for Creativity, Scale, and Trust

In this episode of Builders Wanted, we’re joined by Ann Rich, Senior Director of Design at Adobe. Kailey and Ann dive into the intricate world of product design where empathy drives innovation. They discuss the challenges and strategies in leading design at scale, how Adobe builds trust in the era of generative AI, and the importance of cross-functional collaboration.

Scaling Commerce: How Commerce’s CMO Builds Growth in a Connected World

In this episode of Builders Wanted, we’re joined by Michelle Suzuki, Chief Marketing Officer at Commerce. Kailey and Michelle delve into the impact of agentic commerce, the evolution of AI in customer engagement, and strategies for maintaining consistency and relevance in marketing. Michelle also shares insights on the challenges and opportunities in rebranding and driving data-driven marketing.

What’s Next in 2026: Rikki Singh on the Future of Customer Engagement

In this special episode of Builders Wanted, recorded live from Twilio Transform in New York City, we’re joined by Rikki Singh, Twilio’s VP of R&D for Emerging Technologies. Rikki explores groundbreaking advancements in AI, security, and communications, touching on the evolution of technology and customer expectations as we approach 2026. The conversation delves into the role of AI in software engineering, the importance of trust and privacy by design, changes in customer engagement, and the future of agentic workflows.

Building Intelligence: How Teradata’s CPO Is Shaping the Future of Data and AI

In this episode of Builders Wanted, we’re joined by Sumeet Arora, Chief Product Officer at Teradata. Sumeet shares his insights on the importance of speed and innovation in the fields of data analytics and AI, emphasizing how Teradata delivers impactful business results by transforming complex data challenges into actionable solutions. The discussion dives into product leadership principles, the balance between speed and reliability, and the evolving landscape of analytics.

Trust by Design: Rewriting Authentication in the Age of GenAI Fraud

In this episode of Builders Wanted, we’re joined by Filip Verley, Chief Innovation Officer at Liminal. Filip sheds light on the challenges companies face with increasing fraud due to advances in generative AI and deepfakes, and the importance of balancing security with customer experience. The conversation covers practical strategies for unifying data across teams, leveraging behavioral signals, and investing in converged identity platforms.

Behind the Brands: How a COO Builds the Machine Powering Inc. and Fast Company

In this episode of Builders Wanted, we’re joined by Anne Marie O’Keefe, Chief Operating Officer of Inc. and Fast Company. Anne Marie discusses her approach to fostering creativity and operational excellence in a rapidly changing media landscape. The conversation covers the balancing act between legacy and innovation, simplifying systems for better efficiency, and the critical role of listening to customers.

Salon Strategy: How L’Oréal Scales Professional Beauty from the Inside Out

In this episode of Builders Wanted, we’re joined by Kevin Stang, Chief of Staff to the President of the US Professional Products Division at L’Oréal. Kevin shares his unique perspective on aligning purpose with performance, leading high-powered teams, and fostering innovation in the beauty industry. He highlights the importance of investing in talent, the role of 360 marketers, and the real-world insights and adaptability required to stay ahead of trends.

Leading with Intention: How Tapestry Builds Modern Luxury at Scale

In this episode of Builders Wanted, we’re joined by Sandeep Seth, Chief Growth Officer and President of Tapestry. Sandeep shares his mission to future-proof growth by transforming Tapestry into a brand growth engine. He explores the importance of consumer focus, continuous learning, and creating seamless experiences both online and offline.

Building Bold: How Quickbase’s Platform Powers Innovation at Scale

In this episode of Builders Wanted, we’re joined by Jon Kennedy, Chief Technology Officer at Quickbase. John discusses how Quickbase is helping businesses innovate through its no-code platform, enabling users to build custom solutions swiftly. He shares insights into the challenges of scaling a global engineering team, the importance of fostering an empowering work culture, and the transformative potential of AI in low-code development.

Compassion at Scale: How Mental Health Innovations Is Reimagining Crisis Support

In this episode of Builders Wanted, we’re joined by Victoria Hornby, CEO of Mental Health Innovations. Victoria explores the intersection of empathy and technology in mental health support, the importance of accessibility, and the impact of leveraging digital platforms to build trust at scale. Learn more about the challenges and successes of adapting technology to create human connections and the continuous effort to innovate and reach marginalized communities.

Building with AI: How Twilio & AWS Are Shaping the Future of Development

In this episode of Builders Wanted, we are joined by Deepak Singh, Vice President of Developer Agents and Experiences at AWS, and Inbal Shani, Chief Product Officer and Head of R&D at Twilio. They discuss what it means to build with AI, the evolution of developer tools, and how they are assisting customers in leveraging AI for customer engagement and innovation. The conversation covers the importance of curiosity, adaptability, and trust in this new era of AI-powered development.

Rewriting the Roadmap: Rimini Street’s Bold Approach to Enterprise Modernization

In this episode of Builders Wanted, we’re joined by Eric Helmer, Chief Technology Officer at Rimini Street. Eric shares his insights on how to modernize mission-critical systems without compromising performance. Learn about the misconceptions about tech modernization, the importance of agility and flexibility in tech stacks, and the shift from reactive to proactive IT roles.

Rewiring Financial Engagement: How DailyPay Connects with Millions in Real Time

In this episode of Builders Wanted, we sit down with Dar Miranda, VP of Customer Engagement at DailyPay, to delve into the innovative strategies behind real-time financial management for workers. Explore how financial stress can impact employee engagement, the potential shift towards employee-centric pay models, and the bold moves DailyPay is making to transform traditional payroll systems.

Bold Moves & Big Screens: How TCL Builds a Brand Customers Actually Remember

In this episode of Builders Wanted, we sit down with Cole Moir, Vice President of Brand and Digital Marketing at TCL North America, to explore what it takes to create a standout brand in a crowded market. Tune in to hear about the methods behind creating high-impact, emotionally resonant brand experiences and the future role of AI and personalization in marketing.

How Cedar & Twilio Are Rebuilding the Patient Experience with AI

In this episode of Builders Wanted, we sit down with Dugan Winkie, Head of Commercial Strategy at Cedar, to explore how AI is reshaping one of the most emotionally complex industries: healthcare. From frustrating call center experiences to opaque billing processes, Dugan breaks down how Cedar is reimagining patient engagement with conversational AI, real-time data, and a builder’s mindset.