SIGNAL 2022 Customer and Developer Conference

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Tuesday, October 25, 2022 1:20 PM 2:43 PM

Tuesday, October 25, 2022 1:20 PM - 2:43 PM PDT

TEST - 98711111_Welcome_Craig Dennis

With Twilio, FlixBus is being able to transition its customer service hotlines from a legacy IVR, where even minor changes often required weeks of effort, to a modern one where the flexibility of cloud APIs allows for optimized metrics and customer satisfaction. In this talk, we present five best practices for improving the caller experience by applying a set of Conversational UX principles to call center automation. By designing for self-service and utilizing caller-centric vocabulary, system-like politeness, structured short responses, and natural language recognition for menu navigation, we are being able to create caller-friendly experiences that equally foster customer satisfaction and meet our automation goals.

Speakers

Krista Goralczyk - Twilio
Carmen Martínez - FlixBus

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Thursday, November 3, 2022

9:00 AM - 9:30 AM PDT

The future of the patient experience

Guillaume de Zwirek

CEO and Founder

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NAMER+LATAM+EMEA 1068828 Breakout Messaging, Segment, IoT Retail Thursday, November 3, 2022 9:00 AM 9:30 AM

Thursday, November 3, 2022

9:00 AM - 9:30 AM PDT

How Douglas and Tovala are shaping next-gen B2C customer engagement

Scott Edwards, Peter Fiflis and Martin Slawik

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NAMER+LATAM+EMEA 1182709 Breakout Segment Marketing, Sales Retail Thursday, November 3, 2022 9:00 AM 9:30 AM

Thursday, November 3, 2022

9:00 AM - 9:30 AM PDT

Discover how Vista doubled customer conversions using Twilio Segment

Drew Forster

Data

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NAMER+LATAM+EMEA 1182617 Breakout Flex Developer, Enterprise Risk Management, Information Technology, Legal and Compliance, Product Development / Management, Supply Chain, Other Retail Thursday, November 3, 2022 9:00 AM 9:30 AM

Thursday, November 3, 2022

9:00 AM - 9:30 AM PDT

Why Toyota Connected moved its response call center platform to Twilio Flex

Isaac Broyles

Managing Engineer

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NAMER+LATAM+EMEA 1068806 Breakout Segment Marketing, Sales Retail Thursday, November 3, 2022 9:00 AM 9:30 AM

Thursday, November 3, 2022

9:00 AM - 9:30 AM PDT

Discover how Vista doubled customer conversions using Twilio Segment

Drew Forster

Data

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NAMER+LATAM+EMEA 1068795 Keynote Flex, Messaging, Segment, Email, Voice, Video, Account Security, IoT Architect / Engineer Customer Service, Developer, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Marketing, Product Development / Management, Sales, Supply Chain, Other Retail, Finance, Healthcare, Nonprofit (social impact) Thursday, November 3, 2022 10:00 AM 11:00 AM

Thursday, November 3, 2022

10:00 AM - 11:00 AM PDT

Developer keynote

Jodi Alperstein, Jeff Lawson, Eyal Manor, Lou Montulli and Nathaniel Okenwa

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NAMER+LATAM+EMEA 1068812 Breakout Messaging Architect / Engineer Customer Service, Finance, Human Resources, Marketing, Sales Retail Thursday, November 3, 2022 11:10 AM 11:25 AM

Thursday, November 3, 2022

11:10 AM - 11:25 AM PDT

Driving conversions with WhatsApp with Magazine Luiza

Aline Tenora La Motta

Product Manager

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NAMER+LATAM+EMEA 1182672 Breakout Flex, Messaging, Segment, Email, Voice, Video Architect / Engineer Customer Service, Developer, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Marketing, Product Development / Management, Sales, Supply Chain, Other Retail Thursday, November 3, 2022 11:10 AM 11:25 AM

Thursday, November 3, 2022

11:10 AM - 11:25 AM PDT

Don’t lose valuable business context when the call leaves your app

Richie Hoffman and Leslie Sachs

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NAMER+LATAM+EMEA 1182682 Breakout Messaging Nonprofit (social impact) Thursday, November 3, 2022 11:10 AM 11:25 AM

Thursday, November 3, 2022

11:10 AM - 11:25 AM PDT

How the state of Virginia uses an omnichannel approach to deliver public service

Suresh Soundararajan and Debbie Wishart

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NAMER+LATAM+EMEA 1068829 Breakout Messaging Nonprofit (social impact) Thursday, November 3, 2022 11:10 AM 11:25 AM

Thursday, November 3, 2022

11:10 AM - 11:25 AM PDT

How the state of Virginia uses an omnichannel approach to deliver public service

Suresh Soundararajan and Debbie Wishart

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NAMER+LATAM+EMEA 1068811 Breakout Flex, Messaging, Segment, Email, Voice, Video Architect / Engineer Customer Service, Developer, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Marketing, Product Development / Management, Sales, Supply Chain, Other Retail Thursday, November 3, 2022 11:10 AM 11:25 AM

Thursday, November 3, 2022

11:10 AM - 11:25 AM PDT

Don’t lose valuable business context when the call leaves your app

Richie Hoffman and Leslie Sachs

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NAMER+LATAM+EMEA 1068800 Spotlight Retail Thursday, November 3, 2022 11:30 AM 12:15 PM

Thursday, November 3, 2022

11:30 AM - 12:15 PM PDT

The virtuous cycle of customer engagement

Chris Feehan, Timothy Richter and Jonathan Greenberg

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NAMER+LATAM+EMEA 1182703 Spotlight Retail Thursday, November 3, 2022 11:30 AM 12:15 PM

Thursday, November 3, 2022

11:30 AM - 12:15 PM PDT

3 ingredients for marketers to unlock efficient growth: from acquisition to retention

Robin Grochol

VP, Segment Product & UX

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NAMER+LATAM+EMEA 1182699 Spotlight Retail Thursday, November 3, 2022 11:30 AM 12:15 PM

Thursday, November 3, 2022

11:30 AM - 12:15 PM PDT

The virtuous cycle of customer engagement

Chris Feehan, Timothy Richter and Jonathan Greenberg

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NAMER+LATAM+EMEA 1068799 Spotlight Retail Thursday, November 3, 2022 11:30 AM 12:15 PM

Thursday, November 3, 2022

11:30 AM - 12:15 PM PDT

3 ingredients for marketers to unlock efficient growth: from acquisition to retention

Robin Grochol

VP, Segment Product & UX

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APAC 1088934 Keynote Flex, Messaging, Segment, Email, Voice, Video, Account Security, IoT Architect / Engineer Customer Service, Developer, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Marketing, Product Development / Management, Sales, Supply Chain, Other Retail, Finance, Healthcare, Nonprofit (social impact) Thursday, November 3, 2022 7:30 PM 8:30 PM

Thursday, November 3, 2022

7:30 PM - 8:30 PM PDT

Developer keynote

Jodi Alperstein, Jeff Lawson, Eyal Manor, Lou Montulli and Nathaniel Okenwa

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APAC 1085966 Breakout Messaging, Video Architect / Engineer Customer Service, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Product Development / Management, Supply Chain, Other Retail Thursday, November 3, 2022 8:35 PM 8:50 PM

Thursday, November 3, 2022

8:35 PM - 8:50 PM PDT

Digital transformation of shopping experiences by Isetan Mitsukoshi

Akihiko Kawamura and Yusuke Suzuki

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APAC 1085989 Breakout Segment Architect / Engineer Customer Service, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Marketing, Product Development / Management, Sales, Supply Chain, Other Retail Thursday, November 3, 2022 8:35 PM 8:50 PM

Thursday, November 3, 2022

8:35 PM - 8:50 PM PDT

The state of CDP: how Staples Canada rebuilt their stack to optimize spend and unlock massive revenue growth

Omair Haque and Geoffrey Keating

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APAC 1086003 Breakout Flex Finance Thursday, November 3, 2022 8:35 PM 8:50 PM

Thursday, November 3, 2022

8:35 PM - 8:50 PM PDT

Modernizing and digitalizing UnionBank's customer experience

Maria Paz Angelica Alvarez and Chester Velasco

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APAC 1085976 Breakout Segment, Email Architect / Engineer Customer Service, Enterprise Risk Management, Finance, Human Resources, Information Technology, Legal and Compliance, Marketing, Product Development / Management, Sales, Supply Chain, Other Retail Thursday, November 3, 2022 8:35 PM 8:50 PM

Thursday, November 3, 2022

8:35 PM - 8:50 PM PDT

How product and marketing teams at Glassdoor align to drive engagement

Nicole Fisher, Philip Mansour and Caroline Shaffer

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APAC 1085962 Breakout Segment Marketing, Sales Retail Thursday, November 3, 2022 8:55 PM 9:25 PM

Thursday, November 3, 2022

8:55 PM - 9:25 PM PDT

Discover how Vista doubled customer conversions using Twilio Segment

Drew Forster

Data

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APAC 1085995 Breakout Messaging, Segment, IoT Retail Thursday, November 3, 2022 8:55 PM 9:25 PM

Thursday, November 3, 2022

8:55 PM - 9:25 PM PDT

How Douglas and Tovala are shaping next-gen B2C customer engagement

Scott Edwards, Peter Fiflis and Martin Slawik

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APAC 1088932 Breakout Messaging Healthcare Thursday, November 3, 2022 8:55 PM 9:25 PM

Thursday, November 3, 2022

8:55 PM - 9:25 PM PDT

The future of the patient experience

Guillaume de Zwirek

CEO and Founder

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APAC 1086001 Breakout Flex Developer, Enterprise Risk Management, Information Technology, Legal and Compliance, Product Development / Management, Supply Chain, Other Retail Thursday, November 3, 2022 8:55 PM 9:25 PM

Thursday, November 3, 2022

8:55 PM - 9:25 PM PDT

Why Toyota Connected moved its response call center platform to Twilio Flex

Isaac Broyles

Managing Engineer

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