Playlist (Customer View) : SIGNAL 2022

Tuesday, October 25, 2022

1:15 PM - 2:28 PM PDT

TEST - 16228858 Emergent Approach 03

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.

Krista Goralczyk and Carmen Martínez

Tuesday, October 25, 2022

1:20 PM - 2:43 PM PDT

TEST - 98711111_Welcome_Craig Dennis

Krista Goralczyk and Carmen Martínez

Thursday, October 27, 2022

8:00 AM - 6:12 PM PDT

TEST - 16731272_HowEndeavorscaleddatainfrastructure_V2

Krista Goralczyk and Carmen Martínez

Tuesday, November 1, 2022

3:00 PM - 6:15 PM PDT

Test Playlist 11/1

Vertu Motors is the 5th largest motor retailer in the United Kingdom. Its aim is to grow via acquisitions and the use of digital experiences to drive organic growth. COVID and new market entrants were disrupting Vertu’s business with customer engagement dramatically shifting online. Vertu’s legacy contact center struggled to keep pace, and 40% of customer calls to dealerships went unanswered. The deployment of Flex, Segment, and Spoke Phone provided Vertu with an integrated customer engagement and voice platform, tracking every channel and conversation to deliver personalized customer context directly into the call, dramatically improving the customer experience.

Jason Kerr, Ian Moore and Steve Walker

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Voice Q&A Booth

Twilio Programmable Voice allows developers to build solutions to make and receive phone calls globally. They can make, manage and route calls to a browser, an app, a phone or anywhere else one can take a call. Developers can also incorporate advanced voice functionality such as text-to-speech, conferencing, recording and transcription. Through advanced call control software, developers can build customized applications that address use cases such as contact centers, call tracking and analytics solutions and anonymized communications. Our voice software works over both the traditional public switched telephone network (“PSTN”) and over Internet Protocol (“VoIP”). Programmable Voice includes: • Twilio Voice: Initiate, receive and manage phone calls globally, end to end through traditional voice technology or between web browsers and landlines or mobile phones. • Call Recording: Securely record, store, transcribe and retrieve voice calls in the cloud. • Global Conference: Integrate audio conferencing that intelligently routes calls through cloud data centers in the closest geographic region to reduce latency. • Voice Insights: Call quality and performance data at the fingertips of our customers. Beyond details of a single call, every account on Twilio has access to the Voice Insights Dashboard, a powerful tool in Twilio Console that provides out-of-the-box visibility to key performance indicators and data to understand changes in call behavior. • Media Streams: Allows for real-time access to the raw audio stream of your phone calls. Through Media Streams our customers can fork the media of a phone call in real-time, effectively creating a copy of the initial audio stream that can be routed to your own application or to a third party to power advanced capabilities of your choosing. • SHAKEN/STIR: Signature-based Handling of Asserted Information Using toKENs (“SHAKEN”) and Secure Telephone Identity Revisited (“STIR”) standards (together, “SHAKEN/STIR”) is a protocol mandated by the Federal Communications Commission (“FCC”) to combat the rise in unwanted robocalls and unlawful caller ID spoofing. When adopted, carriers can present a trust indicator, like “Caller Verified,” to recipients’ phones. SHAKEN/STIR is free to all Twilio customers and allows them to increase answer rates for their calls by giving their calls the highest attestation under the SHAKEN and STIR caller authentication framework. • Programmable Voice SIP Interfaces: Enables voice infrastructure to be augmented with cloud capabilities. • Emergency Calling: Twilio’s Emergency Calling for SIP API enables emergency call routing to Public Safety Answering Points (“PSAPs”) in the U.S., Canada and the United Kingdom (“UK”). • Bring Your Own Carrier Trunking (“BYOC”): Enables connection of customer’s PSTN carrier to Twilio’s programmable platform.

Michael Umlauf and Terence Rogers

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Financial Services Q&A Booth

In today’s digital-first world, the financial services companies who take ownership of their data, understand their customers, and personalize every touch point are leading the marketplace. Yesterday’s “good enough” solutions and reliance on incomplete data create compromise at every turn—resulting in disjointed experiences that translate to transactional customer relationships. Twilio's data and communications solutions provides the most customer-obsessed brands with the modern tools, understanding, and flexibility you need to know each customer and engage with them personally, compliantly and securely. The five pillars of Twilio capabilities for financial services include the following: 1. Communications & Engagement - personalized touch points across all channels 2. Account Security & Fraud Prevention - seamless identity verification to prevent account takeovers 3. Workflow Automation - intelligently automate and accelerate customer communications 4. Contact Center & Customer Service - provide an omnichannel experience and reduce response time 5. Customer Data - create and act on a single source of truth for your customer data

Chris Verdier and Lindsay Morris

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Twilio Engage Q&A Booth

Twilio Engage is our omnichannel journey orchestration, built natively on top of our leading customer data platform. The data, and how you activate it, finally together in one platform. No data lag. No batch imports. Finally, a closed loop system that acts in real time – powered by the best data, activating customer touchpoints across the channels that matter most. From ads on Facebook and Google, to email and messaging — Twilio Engage lets you build precise, data-driven customer experiences based on a real-time understanding of your customers preferences, habits and interests. And today, we’re announcing that Twilio Engage is generally available! At the heart of this is a complete view of the customer. That’s what makes Twilio Engage so effective - our “Golden profiles”. They’re comprehensive with all of the clicks and actions performed by your customer, AND because they update in real time, you can act on a profile within minutes – not two weeks later! Now, when our customer browses boxing gear on the brand’s website, across multiple mobile apps and point-of-sale data, the brand knows it’s all the same person. And the reason they know to serve our customer ads on Instagram in the evenings, is because with Twilio Engage, they have omni channel orchestration. They can choose the channels, timing and order of communications – all based on the customer’s preference. They can tailor the entire customer journey in real-time. So when they see that the customer has purchased those boxing gloves, they immediately suppress ads for them.

Cole Crawford

Sr. Manager, Customer Onboarding Services

Twilio

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Messaging Q&A Booth

From securely onboarding users to closing a deal, business messaging today means more than just a simple 160 character text message. Twilio MessagingX is one platform for the next decade of business messaging. Build deeper relationships with your customers through trusted, high-quality messaging that gives consumers choice and includes the Programmable Messaging API and the Twilio Conversations API. These APIs provide access to SMS, MMS, WhatsApp, Google’s Business Messages, Facebook Messenger, and in-app and mobile chat. Trust: Building a verified ecosystem that protects consumer privacy and preferences and helps businesses to stay compliant with evolving regulations - Seamless and centralized onboarding to verified channels - Partnerships to ensure wanted traffic is delivered - Software to maintain compliance and ensure privacy Quality: Building the world’s most reliable global network through partnerships and real-time routing algorithms that optimize cost and deliverability - Global reach with a network of 1,500+ tier-1 carriers - Real-time routing algorithms for unrivaled deliverability - Unprecedented transparency into message performance Choice: Building software to grow stronger consumer relationships with consistent and innovative customer engagement on any channel -Simplified access to rich messaging providers - APIs purpose-built for advanced messaging use cases - Software to deliver rich messages, regardless of channel

Brian Mgrdichian and Casey Runnells

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Trusted Activation Q&A Booth

Every brand has to make a decision about how much information to collect to verify that users are legitimate. And it’s been a trade-off, between user experience and security. So every time a customer can't sign up or log in – because the process was too hard or frustrating, or it takes too long – that's lost business. These challenges impact many parts of the business: increasing cost of acquiring new customers, complex user registration flows driving user abandonment, sign-up incentive abuse, as well as increased operational costs caused by fraudulent activity, not to mention reputational damage for businesses from poor user experiences. Treat your customers to a VIP authentication experience with Trusted Activation from Twilio. Twilio’s Verify and Lookup solutions remove the friction from user activation and transactions with authoritative phone data validation and real-time verification. Identify then fast-track real customers into no-input verification, and trigger step-up authentication when risk signals are detected for an added layer of fraud protection. Twilio's Trusted Activation solutions are built for developers to deploy effortlessly, on a the Twilio Super Network Enterprises rely on, and with the integrated, low-friction omnichannel communicaitons your customers will love.

Rebecca Williams and Moez Hudda

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Hyro Q&A Booth

Hyro is the #1 Adaptive Communications Platform for enterprise. Featuring plug & play conversational AI and natural language automation, Hyro enables large organizations to streamline their processes and messaging across their most valuable platforms, services and channels—including call centers, chat solutions, SMS and more. Say goodbye to rigid intent-based chatbots and voice assistants that constantly break. Hyro’s hybrid approach of knowledge graphs and computational linguistics allows enterprises to instantly adapt their conversational interfaces to ever-changing data, automating all enterprise-wide communications on one platform. Headquartered in New York, Hyro delights clients like Baptist Health, Mercy Health and Rent.com with conversational technologies that are quick to deploy, easy to maintain and simple to scale—conserving vital resources while generating better conversations, more conversions, and revenue-driving insights. Learn more and go adaptive at Hyro.ai.

Aaron Bours and Lior Kraft

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Paradox Q&A Booth

Launched in 2016, Paradox is building the world's leading conversational recruiting software to drive automation with a human touch. Serving global clients with hiring needs across high-volume hourly and high-skilled professional roles, Paradox's conversational assistant Olivia does the work talent teams don't have time for — streamlining tasks like text-to-apply, screening, interview scheduling, and more through fast, easy, mobile-first interactions. In just five years, the Scottsdale-based startup has earned the trust of the world's largest employers — including Unilever, McDonald's, General Motors, FedEx Ground, CVS Health, and Lowe's — and won numerous awards, including Human Resource Executive's Best HR Product of 2019, 2021, and 2022; and consecutive honors in 2020 and 2021 as one of Forbes Top Startup Employers. The company acquired Traitify, the world's fastest personality assessment, in August 2021, was recently ranked the fastest growing company in HR Tech by the Deloitte Fast 500, and has been named to the Inc. 5000 two years in a row. To learn more about Paradox's product, visit www.paradox.ai. To explore open opportunities on its team, visit careers.paradox.ai

Hunter Colleran

Product Marketing Manager

Paradox Inc.

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Artera (Well Health) Q&A Booth

Artera (formerly WELL Health®) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable. Helping over 500 healthcare organizations and 40 million patients annually, Artera is dedicated to fostering deeper connections between patients and their healthcare teams and, ultimately, redefining the patient experience to one that is both personalized and frictionless.

Matt Zohn and Fiona Watkinson

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

IoT Q&A Booth

Twilio IoT helps companies reliably connect hardware devices, maintain them remotely over their lifetime, and keep them secure. Twilio IoT has 3 lines of offerings: 1) Cellular connectivity with Super SIM, a single global IoT SIM giving access to ~400 cellular networks around the world, with a single bill, automatic failover in case of outages, APIs to manage SIMs efficiently, and local Internet breakouts for lower latencies and improved data sovereignty. 2) Remote coding access to your devices with Microvisor, a device builder platform providing failsafe OTA firmware updates, secure remote debugging, and managed connectivity and managed security for life. 3) IoT Solution Toolkits such as Programmable Asset Tracker: fully equipped, off-the-shelf, special-purpose IoT devices and applications, with blueprint hardware design, customizable firmware and cloud integration, managed connectivity and security – giving full control of solutions that meet market needs.

Tobias Goebel

Principal Product Marketing Manager, IoT

Twilio

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Public Sector Q&A Booth

Through the pandemic, governments accelerated digital initiatives to respond to COVID-induced disruptions that challenged traditional government service delivery models. Government IT leaders must sustain and scale those initiatives to deliver services for citizens, while also helping employees make evidence-based decisions and advance government policies - Twilio can support these digital transformation efforts every step of the way. Twilio, is focused on delivering digital communications solutions to our public sector customers with a people-first approach. Our goal is to serve our government and higher education customers as a trusted advisor to modernize and implement digital communications solutions that are simple to use, equitable, secure, and scalable. Twilio for Public Sector offers a full spectrum of digital solutions to address all your citizen and student communications needs, all in one place: >> Unlock People-first Communications: Engage through digital channels anywhere citizens (or students) prefer — offered natively from a single trusted provider >> Elevate Workforce Experiences: Enable your workforce to attract, service and delight citizens (or students) across their entire journey. Scale teams with automation and personalization built into existing operations. >> Build Advanced and Trusted Cloud Communications Solutions: Expand technological capabilities with a platform that is secure, cost-effective and reliable >> Enable Hyper-personalization at Scale: Leverage the full power of your data to deliver personalized community experiences. Unlike our competitors, we will meet you where you are and help you deliver secure solutions at scale, faster, with Twilio’s partner ecosystem and professional services. Our partners and services operate similar to our platform - flexible to work with, customizable to your needs and fit seamlessly into your business.

Charlie Weems

Solutions Architect

Twilio

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Retail Q&A Booth

In 2020, the retail landscape underwent an incredible transformation. The explosion of e-commerce brought a new level of expectation from customers when it came to the experience they have with brands. Customers now expect a seamless and personalized experience—and they won't settle for anything less. 86% of consumers will leave a brand after only two poor experiences. And that's not something you can afford to risk as a retailer. Twilio unlocks the power of customer data and engagement, providing the tools for you to create memorable experiences for customers across the shopping journey. With Twilio, you can turn customers into loyal fans by meeting them when, where, and how they want to engage—with personalized and timely interactions over their preferred channels.

Scott Jennings and Alicia Martin

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Health Life Sciences Q&A Booth

Twilio’s #1 global customer engagement platform enables leading healthcare and life sciences organizations to move beyond disconnected, transactional communications to meaningful, human-centered relationships. Reinvent how you engage your communities by bringing together data and communications under one reliable platform. Leveraging your existing systems and workflows, deliver modern, connected experiences that engage people in powerful new ways; and ultimately make it easier to get well and stay well. Unlock Human-centered Communications: Increase access and connect through people’s preferred channels Transform End-to-End Health Engagement: Close care gaps creating personalized, scalable experiences throughout the wellness journey Elevate Workforce Experiences: Scale teams with automation and personalization built into existing operations Build Trusted Solutions: Enable end-to-end communications and management under a secure and reliable platform

Erik Wagner

Global Head of Healthcare and Life Sciences

Twilio

Wednesday, November 2, 2022

7:00 AM - 8:00 AM PDT

Email Q&A Booth

Email is a proven and preferred method for business communications. A third-party study showed that 83% of consumers prefer to receive communications from businesses over email (Twilio PR) Whether you’re sending transactional or marketing email, the metrics returned from sent email messages provide precise engagement details including open, click, and on what device, geolocation and browser. • Reliable Scale SendGrid is trusted by extraordinary businesses like Spotify and Airbnb to provide reliable, scalable email infrastructure. Our proprietary mail transfer agent (MTA) delivers powerful performance to accomplish your goals—sending over 90 billion emails monthly with a median delivery speed of 1.9 seconds. •Get to the Inbox Email delivery is complex. Undelivered emails, and emails caught in filters are a missed engagement opportunity and lead to a negative customer experience. As the leading email delivery service, we’ve optimized our MTA, developed streamlined deliverability management tools, and provide unprecedented expertise to maximize inbox placement and engagement. •Productive Management Your CX needs to be customized for your business and will need to evolve with your customers’ preferences. SendGrid’s Email API provides the flexibility to build the right customer experience for your business. Developer-focused APIs and documentation enable straightforward integration and management

8:00 AM - PDT

Leverage pandemic lessons learned to create new engagement opportunities

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.

Lawrence Burningham and Erik Wagner

Wednesday, November 2, 2022

8:00 AM - PDT

The future of the inbox: according to the gatekeepers

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.

Marcel Becker, Julien Duplant and Len Shneyder

Wednesday, November 2, 2022

8:00 AM - PDT

Responsible growth and the future of authentication

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.

Aaron Goldsmid and Dan Killmer

Wednesday, November 2, 2022

8:00 AM - PDT

How Veronica Beard moved to first-party data, reduced CAC by 20%, and stopped worrying about cookies

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.

Maxime Lagresle

Head of Data

Veronica Beard

Wednesday, November 2, 2022

8:00 AM - PDT

How Endeavor scaled data infrastructure across an enterprise portfolio of leading entertainment, sports, talent, and events brands

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.

Ilya Galperin

Staff Engineer

Endeavor

Wednesday, November 2, 2022

8:00 AM - PDT

Driving conversions and tracking engagement with Twilio's messaging software

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.

Giridhar Ganna and Sally Lee

Wednesday, November 2, 2022

8:00 AM - PDT

The future of the inbox: according to the gatekeepers

Marcel Becker, Julien Duplant and Len Shneyder

Wednesday, November 2, 2022

8:00 AM - PDT

Transforming customer interactions at a global bank

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.

Matthew Harwood

Head of Customer Messaging

NatWest

Wednesday, November 2, 2022

8:00 AM - PDT

Personalizing the car-buying experience with Twilio Flex, Twilio Segment, and Spoke Phone

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.

Jason Kerr, Ian Moore and Steve Walker

Wednesday, November 2, 2022

8:00 AM - PDT

Seamless onboarding conversion with Twilio Verify

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.

Tim Gu and Nicolas Sacheri

Wednesday, November 2, 2022

8:00 AM - PDT

Developing customer experience as a brand asset

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.

Nicolau Camargo

Vice-President of Services and Customer Experience

Quinto Andar

Wednesday, November 2, 2022

8:00 AM - PDT

Five best practices for a conversational IVR with Twilio

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.

Krista Goralczyk and Carmen Martínez

Wednesday, November 2, 2022

8:00 AM - PDT

Jump-start your success as a messaging ISV

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.

Andy Douillard, Michael Jaconi, Matt Purpura and David Ross

Wednesday, November 2, 2022

8:00 AM - PDT

How two D2C leaders use Segment: Univision’s streaming service launch, and ZALORA’s 400+ analytics experiments per year

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.

May Chin and Jay Iyer

Wednesday, November 2, 2022

8:00 AM - 8:15 AM PDT

How Veronica Beard moved to first-party data, reduced CAC by 20%, and stopped worrying about cookies

Maxime Lagresle

Head of Data

Veronica Beard

Staff Engineer

Endeavor

Giridhar Ganna and Sally Lee

Wednesday, November 2, 2022

8:30 AM - 9:00 AM PDT

Unifying your data pipeline: how Twilio Segment CDP can help maximize the benefits of first-party customer data

Collecting first-party data from your website, mobile app, or even a third party app is only useful if you can strategically activate that data within the marketing and analytics tools in your stack. An effective customer data platform (CDP) is just the tool companies need to maximize that first-party customer data. Learn how Twilio Segment CDP can help you make data-driven decisions to lower acquisition costs and improve customer lifetime value. Through this demo, you will discover how the latest addition to the Twilio ecosystem can help unify your data pipeline simply, and effectively.

Wednesday, November 2, 2022

Steve Basra, Elena Donio, Ivy Grant, Jeff Lawson, Kathryn Murphy, Nena Stoiljkovic, Andrew Moore and Frank Slootman

Wednesday, November 2, 2022

11:15 AM - 12:00 PM PDT

Engaging communities for good: a conversation with George and Amal Clooney

Join Twilio’s Chief Operating Officer, Khozema Shipchandler, in a discussion with celebrated actor and filmmaker, George Clooney, and esteemed human rights lawyer, Amal Clooney. The award-winning pair will discuss their respective careers and successes, share advice on how to engage communities for good and dive into their work with the Clooney Foundation.

Khozema Shipchandler, Amal Clooney and George Clooney

Wednesday, November 2, 2022

12:00 PM - 1:00 PM PDT

Hyro Q&A Booth

Aaron Bours and Lior Kraft

Wednesday, November 2, 2022

12:00 PM - 1:00 PM PDT

PolyAI Q&A Booth

PolyAI builds enterprise voice assistants that carry on natural conversations with customers to solve their problems. Our voice assistants understand customers, regardless of what they say or how they say it. We serve enterprises where customer conversation is an important part of doing business. Our customers include some of the leading names in banking, hospitality, insurance, retail, and telecommunications. Our enterprise clients deploy PolyAI voice assistants to cut down on wait times and free up live staff to focus on calls requiring empathy and judgment. As a result, our enterprise clients see improved customer satisfaction, employee retention and operational efficiency. PolyAI was born in the same University of Cambridge lab that pioneered speech recognition. Together, we have published over 200 papers which have been cited over 12,000 times, and registered 6 patents with 3 more pending. PolyAI has previously been recognized by Gartner as a Cool Vendor in Conversational AI, and by CB Insights in the 2021 AI 100 list. PolyAI has been featured in Bloomberg, The Washington Post, The Wall Street Journal, The New York Times, Forbes and TechCrunch.

Aaron Bacon and Michael Grady

Wednesday, November 2, 2022

1:30 PM - 2:00 PM PDT

How Verify's automatic SMS fraud detection can protect your app from SMS pumping, saving you thousands

SMS pumping is a form of telecommunications fraud. Savvy criminals target phone verification forms, artificially requesting thousands of SMS messages via automation. This inflated traffic to your app has the potential to increase your cost. In this session, you'll learn more detail about what SMS pumping is, how fraudsters profit from this tactic and how it compares to similar telecommunications fraud schemes like IRSF. Discover how to automatically protect your app and streamline your phone verification workflow by deploying Twilio Verify's automatic SMS fraud detection.

Michael Piccirilli and Kelley Robinson

Wednesday, November 2, 2022

2:30 PM - 3:20 PM PDT

The future of digital marketing: Increasing returns and lowering costs with first-party data

Modern marketing depends on a steady stream of accurate, complete, and timely data. At the same time, the decline of third-party cookies has shifted marketers’ focus to first-party data. Now, more than ever, consumer preferences and regulatory requirements are challenging the standards of customer identity, targeting, and campaign measurement. Join us for a fireside chat to learn more about how Meta is approaching the future of digital marketing – helping advertisers leverage their first-party data, and customer data platforms, to lower acquisition costs and increase returns on ad spend.

Abbas Haider Ali and Christine Warner

Head of Data

Veronica Beard

Wednesday, November 2, 2022

8:35 PM - 8:50 PM PDT

Seamless onboarding conversion with Twilio Verify

Tim Gu and Nicolas Sacheri

Wednesday, November 2, 2022

8:35 PM - 8:50 PM PDT

Does my cat have COVID?

Grant Sayer

CTO

Healthdirect Australia

Thursday, November 3, 2022

7:00 AM - 8:00 AM PDT

Hyro Q&A Booth

Aaron Bours and Lior Kraft

Thursday, November 3, 2022

7:00 AM - 8:00 AM PDT

Paradox Q&A Booth

Hunter Colleran

Product Marketing Manager

Paradox Inc.

Thursday, November 3, 2022

7:00 AM - 8:00 AM PDT

Artera (Well Health) Q&A Booth

Matt Zohn and Fiona Watkinson

Thursday, November 3, 2022

7:00 AM - 8:00 AM PDT

Community.com Q&A Booth

Community is the SMS marketing platform that connects businesses, brands, political & public figures, creators, musicians, celebrities, and more, to their audiences at scale. Founded in 2019 by Matthew Peltier and Josh Rosenheck, Community gives each Leader a unique 10- digit phone number to share with their audience, giving the authentic experience of texting with a friend. Today, the company is led by Diankha Linear, CEO and President, who oversees its expansion to welcome the most innovative Fortune 500 and Enterprise companies onto the platform. Matthew Peltier serves as Community’s co-founder and Chief Innovation Officer and Josh Rosenheck as co-founder and Chief Product Officer.

David Ross

SVP Growth, Partnerships, and Revenue

Community

Thursday, November 3, 2022

7:30 AM - 8:00 AM PDT

How Zing leveraged Twilio Studio to process over 1 million urgent WhatsApp messages per day for the Norwegian Refugee Council

Handling millions of urgent messages per day is a feat of epic proportions. The Norwegian Refugee Council (NRC) was faced with such a feat during the mass displacement of Ukrainian people during the 2022 Russia/Ukrain conflict. Discover just how Zing was able to support the NRS by using Twilio Studio to build and deploy flows that enabled the NRC to rapidly rise to the occasion. In this session, you’ll learn how Zing scaled a Studio flow to handle over 1.6 million incoming WhatsApp messages per day, continuing to provide vital support to 13 million displaced Ukrainians who were fleeing their homes.

Dan Hyrjak, Nathaniel Okenwa and Callum Cox

Thursday, November 3, 2022

8:00 AM - PDT

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

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.

Scott Edwards, Peter Fiflis and Martin Slawik

Thursday, November 3, 2022

8:00 AM - PDT

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

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

Robin Grochol

VP, Product Management (L8)

Twilio

Thursday, November 3, 2022

8:00 AM - PDT

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

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..

Isaac Broyles

Managing Engineer

Toyota Connected

Thursday, November 3, 2022

8:00 AM - PDT

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

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.

Richie Hoffman and Leslie Sachs

Thursday, November 3, 2022

8:00 AM - PDT

The future of virtual events is powered by Twilio

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.

Robert Petrossian and Donal Toomey

Thursday, November 3, 2022

8:00 AM - PDT

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

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.

Omair Haque and Geoffrey Keating

Thursday, November 3, 2022

8:00 AM - PDT

The future of the patient experience

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.

Guillaume de Zwirek

CEO and Founder

Artera (Formerly WELL Health)

Thursday, November 3, 2022

8:00 AM - PDT

The virtuous cycle of customer engagement

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.

Ahoy

The virtuous cycle of customer engagement

How to Drive Value from Your Customer's Digital Footprint

Ad Targeting and Personalization with Real-Time Data

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

Twilio Segment for Multi-Brand, Multi-National Businesses

Navigate the Privacy Landscape’s Impact on Acquisition Costs

Jodi Alperstein

Market Trends and Insights from Twilio Segment's Annual CDP Report

Jodi Alperstein

How to Strengthen Your Direct-to-Consumer Strategy

Does my hamster have COVID? test

Grant Sayer

Does my hamster have COVID? test (Clone) for Ondemand

Grant Sayer

TEST - 16228858 Emergent Approach 03

Krista Goralczyk and Carmen Martínez

TEST - 98711111_Welcome_Craig Dennis

Krista Goralczyk and Carmen Martínez

TEST - 16731272_HowEndeavorscaleddatainfrastructure_V2

Krista Goralczyk and Carmen Martínez

Executive Fireside Chat

Jeff Lawson

Customer Engagement Platform

Philippe Poutonnet

CPaaS

Vanessa Thompson and Lauren Nemeth

Twilio Segment & Customer Data Platform

Kathryn Murphy and Jodi Alperstein

Does my dog have COVID?

Grant Sayer

Customer Panel

Glenn Weinstein

Twilio Go to Market Strategy

Elena Donio

Marketing Overview

Joyce Kim

Test Playlist 11/1

Jason Kerr, Ian Moore and Steve Walker

Partner Program

Bader Hamdan, Kevin Harris and Michelle Paitich

Flex Q&A Booth

Lenore Files, Chase Mergenthal and Julie Bell

Voice Q&A Booth

Michael Umlauf and Terence Rogers

Financial Services Q&A Booth

Chris Verdier and Lindsay Morris

Twilio Engage Q&A Booth

Cole Crawford

Krisp Q&A Booth

Robert Schoenfield

Messaging Q&A Booth

Brian Mgrdichian and Casey Runnells

Video Q&A Booth

Anthony Lazaro and Sean Coleman

Trusted Activation Q&A Booth

Rebecca Williams and Moez Hudda

Hyro Q&A Booth

Aaron Bours and Lior Kraft

Paradox Q&A Booth

Hunter Colleran

Visit Community Hall & join a live Q&A

SIGNAL TV day 1 kickoff

Nathaniel Okenwa and Mica Swyers

Artera (Well Health) Q&A Booth

Matt Zohn and Fiona Watkinson

IoT Q&A Booth

Tobias Goebel

Frontline Q&A Booth

Chris Piwinski and Al Kiramoto

Twilio Segment Q&A Booth

Bryn Saunders

Public Sector Q&A Booth

Charlie Weems

Mux Q&A Booth

Greg Reynolds and Levi Miller

Retail Q&A Booth

Scott Jennings and Alicia Martin

Health Life Sciences Q&A Booth

Erik Wagner