Sign up to save your podcasts
Or
Share Nico Acosta of Twilio: Channels Converging to Improve CX Throughout Customer Journey
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
Nico Acosta of Twilio: Channels Converging to Improve CX Throughout Customer Journey
Last month I had the opportunity to check out Twilio ’s annual user conference, Signal. Twilio, a platform that allows developers to build communications-enabled (voice, text, chat, email), shared a few stats that really caught my attention:
• Twilio sends 50 billion emails a month on behalf of their customers
• They send 200 million SMS messages a day
• 53% of WhatsApp messages Twilio customers sent got a reply
With numbers like these it’s safe to say that Twilio has a pretty good pulse on how current and emerging communication channels are shaping customer engagement, experiences and journeys. And I had a chance to speak with Nico Acosta, Twilio’s Director of Product for AI/ML, to dig in a bit on what they’re seeing in terms of how voice, chat and other new channels are impacting the customer journey.
View all episodes
By Brent Leary and Small Business Trends
5
66 ratings
Last month I had the opportunity to check out Twilio ’s annual user conference, Signal. Twilio, a platform that allows developers to build communications-enabled (voice, text, chat, email), shared a few stats that really caught my attention:
• Twilio sends 50 billion emails a month on behalf of their customers
• They send 200 million SMS messages a day
• 53% of WhatsApp messages Twilio customers sent got a reply
With numbers like these it’s safe to say that Twilio has a pretty good pulse on how current and emerging communication channels are shaping customer engagement, experiences and journeys. And I had a chance to speak with Nico Acosta, Twilio’s Director of Product for AI/ML, to dig in a bit on what they’re seeing in terms of how voice, chat and other new channels are impacting the customer journey.