Oct 27, 2021 MetriNote – Twilio Evolves CX Strategy with Automation Platform
What’s the news?
Oct. 20, 2021 –Twilio introduced Engage, an omnichannel automation solution built on top of its Segment customer data platform and leveraging the use of its communications APIs. With its first iteration of Engage, Twilio is focusing on marketing automation, with the goal of enabling marketers to plan, orchestrate delivery, and measure results of data-driven marketing campaigns across email and SMS channels. In addition, Engage includes a CSV uploader, so that marketers can connect their external lists into centralized data and customer profiles within the platform. The overarching intent with Engage is to optimize customer engagement at scale and support delivery of hyper-personalized omnichannel customer experiences using a “data-up” rather than “campaign-down” approach.