The customer engagement challenges that brands face today are often common issues with relatively simple solutions. Prepare yourself to face down these challenges, and get ready to supercharge your customer experience. Set yourself up to engage any customer, over any channel, at any time.

In this session, we’ll reveal three essential steps that every retailer should take to resolve their biggest customer engagement challenges in the most expedient way possible. Discover how you can amplify your strategy by following our “go further tactics”, which are building blocks to scaling, and hyper-personalising your customer experience.

Creating loyal customer advocates is key for brands looking to decrease customer acquisition cost and improve retention. Twilio Segment has powered lasting customer relationships for thousands of companies like Vacasa, Domino’s, and Stylepit. According to Twilio’s 2022 State of Customer Engagement Report, investment in digital customer engagement increased revenue by 70% on average. Innovative marketing organizations recognize the importance of a data-driven, connected customer engagement strategy and the powerful effect these factors have on lowering acquisition costs and increasing retention. As marketers experience even more challenges with rising customer acquisition costs, it’s critical to use real-time data, a holistic customer journey, and the right messaging channels to engage customers in meaningful ways. In this session, you’ll learn about: The importance of using a CDP for real-time data activation How to unlock the power of customer data across your connected customer journey How leading consumer brands are building world-class personalized experiences

Finding a balance between channels, compliance and user experience is critical to build trusted relationships with healthcare providers (HCP's) today. This session will explore how Alexion Pharmaceuticals, AstraZeneca's Rare Disease Unit, integrated Twilio Frontline with their engagement portal and system of record. This provided sales representatives with a single application to hold compliant, context-driven conversations with HCP's over the messaging channels they prefer.

In this session, you’ll learn how Quinto Andar is leveraging Flex, PSTN Connectivity, Programmable Voice, SIP Trunking, WhatsApp API, SMS, Conversations API, and Proxy to stay ahead of the game in the real estate rental industry, and disrupt in a very conservative market. Quinto Andar is one of the most valuable brands in Latin America. Valuated at over $5.1 billion, they are arguably the largest digital real estate startup in Brazil. Their broad partnership with Twilio has helped Quinto Andar to scale their business seamlessly and rapidly, resulting in improved customer satisfaction scores, first call resolutions, SLAs and digital channel availability. And as they build upon their customer engagement platform, they plan to scale with personalized communications based upon data insights. These critical KPIs are climbing thanks to an arsenal of Twilio solutions.

In the spring of 2020, COVID created an abrupt shift in the retail experience forcing many stores to close their brick and mortar locations. Isetan Misukoshi needed to pivot quickly to redesign the shopping experience for their customers. The journey to remote shopping was swift and effective. Through several rounds of active workshop discussions, their digital transformation team developed a mobile app on top of Twilio technologies. Sit in on this session to learn how Isetan Misukoshi built and launched their remote shopping app in just three months, leveraging Twilio Messaging and Video for remote shopping success.

Vista’s North Star is to become the design and marketing partner for the world’s small businesses. However, the company faced headwinds such as being known as a business card printing business only, its own legacy infrastructure, and inefficient marketing spend. To combat this, Vista pivoted away from a single product transactional business, to instead focusing on recurring long-term customer relationships. See how Vista is utilizing Twilio Segment to build new, efficient, acquisition and retention strategies, foster a culture of experimentation and truly empower their marketing teams to make data driven decisions - resulting in 2x customer conversion and shortened time to conversion.

In this session, you’ll learn how Healthdirect used Twilio Flex and programmable messaging to create a reliable information hub in under three weeks, and designed it to scale with the ever-changing need for information. Australia’s virtual public health information service, Healthdirect, became a support pillar to the nation during the COVID-19 pandemic. Their network of national call centers and integrated communication tools became vital to gathering and conveying clinical insights, vaccine campaigns, and answers to never-before-asked questions. Powering the national COVID helpline was critical to the Australian government’s early COVID response. Healthdirect helped draw up a blueprint for dealing with future pandemic situations.

When customers are bounced out of your website or app to seek additional support, efficiency is lost reestablishing identity and context. Everyone’s time is wasted and frustration builds. Personalizing these interactions is a challenge. This session will show you how to leverage integrated voice conversations to turn website “window shoppers” into engaged customers. With voice calling built right into your app, customers have easier access to high-level support or sales. They are left feeling empowered to seek solutions in less time, with fewer barriers. Adding click-to-call and voice calling to your website can be done in as little as 15 minutes- and carries the potential to automate efficiency and boost user experience.

Bill.com is using Twilio’s new Link Shortening and Tracking feature to provide their customers with instant payment access through a shortened link that includes their registered domain. In this session, Bill.com’s Director of Project Management, Giridhar Ganna, and Twilio’s Product Manager, Sally Lee, will team up to tell you about their experience reducing API calls and expensive third-party link shortening solutions. You’ll learn why tracking engagement with these links can have a big impact on business.

Magazine Luiza is one of the largest retailers in Latin America and an early e-commerce pioneer. Magalu, as it’s commonly known, has set growth goals and developed a creative strategy to meet those goals using the global reach of the WhatsApp Business Platform. Learn how Magalu is aiming to increase their ad spend ROI and grow onboarding conversion rates using Twilio’s programmable messaging to create Click to WhatsApp ads.

Learn how to leverage Twilio SendGrid Webhooks and APIs to improve email deliverability and customer engagement. We will delve into our Twilio SendGrid Email Validation API, Contacts & Lists API and Event Webhook.

With Twilio, FlixBus is able to modernize its customer service hotlines, leaving behind a legacy IVR (Interactive Voice Response), where even a minor change often required weeks of effort. The flexibility of cloud APIs now allows for optimized metrics. In this session, you’ll hear five best practices for improved customer service automation and conversational UX for IVR, enabled by Twilio technology. By recognizing caller ID, clarifying the difference between landline and mobile phones, and using the context of rides, Flixbus was able to create caller friendly experiences that foster self service and improved customer satisfaction.

Douglas is transitioning from a chain of brick and mortar stores to Europe’s leading online beauty and health platform. Douglas had to reinvent, and left behind a legacy tech stack to get where they want to be: engaging the right user with the right message at the right time. Tovala designed a revolutionary meal experience: restaurant quality meals which cook themselves at home, giving consumers back valuable time. Their success story is built on Twilio solutions including Segment, IoT, messaging, and short codes. In this session, you’ll learn how these two B2C organizations scaled by partnering with Twilio to design a next generation customer engagement experience that combines customer data, connectivity, and messaging.

Endeavor is a $10B+ enterprise holding company that has grown to encompass many sub-brands and 7,000+ employees, across sports, entertainment, talent, and events. Like many organizations, Endeavor uses Twilio Segment to clean up its data, and make it usable across the company. However, because of the massive scale involved, it simply wasn’t possible to manage instance-by-instance. If each brand ran their own CDP, costs would skyrocket, not to mention that they would have just recreated the silos a CDP was supposed to eliminate. Enter APIs. In this session, you’ll learn how Endeavor leverages the Segment API to efficiently manage and govern their data, and scale marketing best practices across its many brands.

IBM has led the tech sector for as long as there's been one. Imagine all the work a company does to build and bring to market a single product, and then multiply that across more than 200, each with its own engineering team, product managers, customer journey, user personas, pricing model, etc. It’s a million moving parts. In this session, you’ll meet an IBM Data Platform Manager whose team has guided hundreds of products through instrumentation using Twilio Segment. You’ll find out how they started with the goal of better business outcomes, and ended up building a data layer that improved cross-functional collaboration in the development of their own products. And you’ll learn how it helped them improve adoption retention, and churn.

Glassdoor’s mission is to help people everywhere find a job and a company that they love. This end goal can lead to some unique KPIs. In this session, Nicole Fisher, Sr. Engagement Marketing Manager, and Phil Mansour, Sr. Product Marketing Manager of Engagement from Glassdoor will discuss how they fulfill these KPIs with email engagement built on Twilio’s SendGrid Email API. You’ll discover how Glassdoor’s marketing and product teams partnered to build creative communication strategies that drive key business outcomes.

As the world’s largest humanitarian network, the International Federation of Red Cross and Red Crescent Societies (IFRC) needs streamlined solutions to power critical support services across its global programs. From leveraging WhatsApp and SMS to provide cash assistance in Ukraine, to their direct communications with people affected in the Netherlands, the IFRC network has been able to customize solutions to each of their programs. In this session, you’ll hear about IFRC’s utilization of Twilio’s various digital communication channels, and how you can quickly and efficiently build the solutions that support your organization.

Virginia’s Department of Health is embarking on a journey to re-imagine how public health accomplishes its goals. The aim is to optimize how traditional public health entities work together as a network of partners. In this session, the CIO of the VA Department of Health will discuss how they have partnered with Twilio to establish digital engagement with Virginia’s citizens. Learn how hey plan to deliver modern public services in a more effective and efficient way.

Univision is the largest US broadcaster of Spanish-language content, reaching 97% of Hispanic households. And, ZALORA–part of the $1.6B Global Fashion Group–is the premier online destination for everything fashion across Southeast Asia. These two very different companies have both leveraged Twilio Segment to improve their Direct-to-Consumer (D2C) business models. In this session, you’ll learn how ZALORA created a data-driven culture rooted in analytics and experimentation. And, how Univision used their first-party customer data to launch a new streaming video service and efficiently acquire subscribers. Whether you're a digital-native business or looking to add a D2C model as part of a digital transformation, this session is for you.

At the start of the COVID pandemic, luxury retailer Veronica Beard found themselves in need of a customer data platform that could support online and offline interactions, as well as tie together data across its many customer touchpoints. Powered by Twilio Segment 1st-party data, they elevated paid social, turning it from a place where they sold markdowns to the channel with the best lifetime value customers. In this session, you’ll learn how Segment enabled Veronica Beard to build their “omni-customer” approach across online and in-person touchpoints, future-proof their customer acquisition to avoid issues with third-party tracking cookies, and employ a strategy of incrementality – to make their ad budgets hyper-efficient and value-added.

We'll explore sending messages using the Twilio APIs using a plethora of tools: Helper Libraries, the CLI , Twilio Functions, and our No Code/Low Code solution Studio.

Segment 101: If you've never heard of a Customer Data Platform before, this session is for you! We'll cover the basics of why you need a CDP and what Segment does better than all the rest!

Learn how successful messaging ISVs have built and scaled quickly on Twilio - capitalizing on the market's need for better customer engagement. In this session, leaders from Button, Community, and Emotive will share lessons learned from scaling, opportunities to deliver better marketing, and their stories surrounding navigating an evolving messaging ecosystem.

Today’s Healthcare organizations have been at the core of the pandemic over the last two years. With a tool belt of new technologies available - leaders are exploring projects where processes and workflows can be updated and shaped into new digital opportunities to provide a superior patient experience. Hear from Twilio’s Enterprise Healthcare Lead, Erik Wagner, and Maine Health’s AVP of Digital Experience, Larry Burningham, on how MaineHealth transitioned from developing a solution for an emergent problem to a standard approach for patient engagement and process improvement going forward.

In this session, you’ll learn about UnionBank’s journey to transform banking in The Philippines. UnionBank is forging a path in their region, using emerging technology to create financial solutions. Becoming a FinTech first and a bank second, UnionBank is putting their customer at the forefront of all of their planning, and solving for customer needs. In this session, you’ll learn about UnionBank’s journey to transform banking in The Philippines.

Vertu Motors is the 5th largest motor retailer in the United Kingdom. Its aim is to grow through acquisitions and the use of digital experiences to drive organic growth. COVID and new market entrants were causing a dramatic shift to online customer engagement and disrupting Vertu’s business. Its legacy contact center struggled to keep pace, and 40% of customer calls to dealerships went unanswered. In this session, you’ll learn how Vertu deployed Flex, Segment, and Spoke Phone to create an integrated customer engagement and voice platform, tracking every channel and conversation. Vertu now has the power to deliver personalized customer context directly into the call, dramatically improving the customer experience.

Twilio enables businesses to connect IoT-sourced data with customer engagement on channels such as Voice and Video. In this session, German hearing aid provider Audibene (branded hear.com in the US) will discuss the broad set of Twilio technologies that help them provide a superior customer experience, expand their market, and reach customer audiences on a broader scale. Creating personalized, remote customer experiences is made possible by pairing IoT and Video channels. Learn how the strategic combination of Voice, Video, Flex, and Super SIM has contributed to Audibene’s lightning fast growth in the hearing aid industry.

New technologies must drive growth and delight customers with engaging experiences. Disrupting the experience with security friction can drive users away. Balancing a new technology with secure onboarding and authentication is a delicate balance. It takes a “customer-first” but responsible approach. Responsible growth reduces friction for those presenting little risk, while high risk users are met with more challenges. In this session, you’ll learn what it means to grow responsibly, mitigate risk, and how it can be done now. Discover the view of the future with silent authentication and beyond.

During the height of the pandemic, the volume of 2-1-1 calls was up 200%. Dialing 2-1-1 connects callers with lifesaving local assistance for substance abuse, mental health, services for the elderly and the disabled, financial assistance, and health in multiple languages. Hear from United Way Metro Chicago and Maryland 211 on how they are scaling their services and integrating accessible channels to meet increased demand. Learn how they worked with Gold SI Partner, Terazo, to integrate many of Twilio’s powerful features including intelligent call routing, multilingual language assistance, voice and text-based services for critical community services. They’ll share how organizations of any size and tech capacity can work with a partner to do the same.

The Message API will get you very far, but when it comes to scale, it's helpful to take a step back and think through some best practices. In this talk we'll walk through things you should consider, and provide guidance for how you can take your applications to the next level.

You may ask yourself – what does a CDP have to do with developers? It’s pretty simple – you get to spend less time managing ETLs, and more time focusing on core products and customer experiences. Join us for a Superclass to explore how Segment can help support your engineering organization as it scales - ultimately lowering costs with first-party data your teams can trust.

In 2020, there were 48.9 billion robocalls in the United States, leading to an erosion of trust in the telephone network and a decline in call answer rates from unknown numbers. In this session, you’ll discover the benefits of using the Twilio Trust Hub, and hear how using SHAKEN/STIR caller ID attestation and CNAM registration can improve call answer rates. Learn how Voice Insights can give you a complete picture of your call performance, and listen in as we give you a glimpse of what the future holds, including Branded Calling.

In this session, you’ll uncover how to leverage user verification technology to increase conversions and lower the overall cost of acquisition. Twilio Verify is modernizing the onboarding and authentication experience with an out-of-the-box, purpose-built API. Hear how Duolingo has used Verify in its onboarding flow to further its goal of making language learning a social experience. Standard authentication methods are not generally built to be “customer first”. Discover how Verify’s new solution, Silent Network Authentication (SNA) works to confirm phone number possession without interrupting the user flow. Learn to protect yourself from costly bot attacks with Automatic SMS Fraud Detection.

Email is a proven communication channel; a crucial component of how the world connected and supported one another during the COVID lockdowns of 2020 and continues to play a major role in our new reality. However, today’s inbox is a far cry from just a decade ago. The new inbox has better security, is closer to a real-time channel than ever before, and is poised for more engaging experiences looming on the horizon. Our panel of experts will illuminate how their companies are molding the future of email and how senders can take advantage of emerging standards and technologies to increase brand awareness and improve the security of their email communications.

Today, consumers are conditioned to expect highly-personalized experiences - thanks to the amazing customer service experiences in industries like retail, entertainment and so on. Healthcare should be no different. But it lags.. COVID-19 accelerated the adoption of digital health tools in healthcare. Providers now have the tech to deliver personalized, frictionless communications experiences. The patient experience will radically transform in the coming years. How we communicate/engage with patients will be at the forefront of this change. Artera, formerly WELL Health, (Twilio partner & Twilio Ventures Project) with providers, is forging new territory in this space. Whether it’s building, buying or partnering, we're helping providers redefine the patient experience.

The cost of attending in-person events has skyrocketed. Virtual events have the power to reach a vast audience in a cost effective way. However, brands need to innovate as they create virtual experiences to excite, attract, and retain remote audiences. In this session, you'll learn why Twilio Live and Programmable Video provide the building blocks to unlock the developer creativity that the industry needs.

In this session, experts at Staples Canada and Twilio Segment will discuss how the tech landscape has evolved, and companies have gone from implementing martech solutions, to CDPs as a core element of the tech stack. Staples Canada serves 90% of small businesses via ecommerce and 300+ retail locations. Several years ago, they found themselves wrestling with legacy, monolithic software. They couldn't build a unified view of the customer, or connect online and offline experiences. Today Segment has helped them drive millions of dollars in incremental revenue via more efficient return on ad spend and personalized messaging. And, they’ve integrated Segment at the core of their stack, where it has unlocked new, mission-critical revenue streams.

Customer lifetime value is earned, not given. Delivering personalized, data-driven experiences at every stage of a customer’s journey results in loyalty, trust, and repeat sales. This increased engagement leads to deeper understanding of your customers, for personalization that gets better and better. It’s a virtuous cycle. But do you have the required elements to make it happen?

Join us as we take you through this virtuous cycle, as we illustrate how you can use Twilio solutions to drive greater customer lifetime value. Then, come along for a ride in Owl Car, a technology-forward auto manufacturer, as we take you through an impactful demonstration illustrating how Owl Car delivers on the virtuous cycle using Twilio Flex and Segment, integrated with best-in-class technologies like Google CCAI and Salesforce. This compelling story features an Owl Car customer, Geoff Lawsen, and shows the engagement strategies Owl Car uses to earn 12 years of his loyalty and trust.

NatWest is a relationship bank in a digital world. This means prioritizing customer experiences that are better, faster, and more cost effective. For NatWest, this looks like tailored, personalized messaging that reaches a specific audience at just the right time. In this session, you’ll learn how NatWest, equipped with messaging data through Twilio, is able to target groups of customers at specific times, experiment with new messaging strategies, and and focus on a segment of its audience. Discover how Twilio is not just a NatWest vendor, but a strategic partner to support their overall strategy as an organization.

In the first quarter of 2020, there was a 50% increase in telehealth visits when compared to the previous quarter. Two years later, we are still seeing continued interest in telehealth as a modality of care. Although the initial telehealth offerings by many providers met the critical need of the moment, they lacked clear vision regarding things such as security, HIPAA-compliance and user experience. In this session, we’ll explore the reasons why healthcare organizations are choosing to build their own telehealth platforms to differentiate the care they provide. We’ll discuss the many ways Twilio APIs can support the creation and seamless management of these customized platforms.

Mobile devices are key to consumers’ digital lives. Signals associated with mobile numbers- identifying SIM swap, suspicious VolP sign-up, or sign-ups with line types that impact SMS delivery- are often left out of the equation when analyzing a user. These signals are critical, not only for mitigating fraud, but improving messaging conversion and reducing onboarding friction. Making the onboarding experience easy is key to the flow of engagement, but it’s necessary to verify the users signing up for your platform. In this session, learn how simple it can be to deploy and scale the Twilio Lookup API. Discover how its mobile intelligence signals can lead to better user experiences, and a better overall understanding of your users.

Among the communication channels available today, email is non-negotiable. Email is reliable, works globally, and offers flexibility that can't be met by other communications avenues. In this workshop, you'll learn how to implement the Twilio SendGrid Mail Send API to programmatically deliver email at scale. You'll also see how the Twilio SendGrid dynamic templating system makes it possible to personalize your messages for each customer, and you can expect some deliverability pro-tips along the way.

We'll talk about Superclass and get you started Choosing Your Own Adventure.

When a Toyota or Lexus customer seeks emergency roadside or medical assistance, it is imperative that a Response Specialist is there to help. Toyota Connected integrated Twilio Flex with their vehicle telematics platform to provide a reliable network of Response Specialists. This move provided Toyota Connected with a highly available Call Routing Infrastructure (CRI) and an improved Call Center experience. This session will dive into the Toyota Connected Call Center Safety and Response use cases. You’ll learn what motivated Toyota Connected to migrate their call center to Twilio Flex and get in-depth insights into their journey..