Improving Customer Experiences with Artificial Intelligence (AI)

AI Transforming Customer Engagement and Personalization

In a conversation with Hema Thanki, EMEA Senior Product Marketing Manager for Twilio Segment, AI News explores how Twilio is using AI to revolutionize customer engagement and personalization and addresses the disparities between companies’ claims of personalization and actual customer experiences.

The Importance of Customer-Centric Approach

• Many companies have become “system-centric” instead of “customer-centric.”
• Fragmented data and incomplete views of customers lead to disjointed experiences.
• Every consumer is unique with changing preferences.
• Putting customers at the heart of the business requires understanding their needs and activating insights to engage them effectively.
• The engagement flywheel is key to powering dynamic customer engagement at scale.

Twilio recently introduced Twilio CustomerAI to help businesses unlock the power of AI and enhance the engagement flywheel. CustomerAI enables brands to expand their perception of customer data, activate it extensively, and gain deeper understanding of their customers.

Examples of Twilio CustomerAI Usage

• CustomerAI Predictions: Marketers can create targeted audiences, trigger customer journeys, and personalize multichannel experiences based on various predicted customer behaviors such as lifetime value, likelihood to purchase or churn, or propensity to engage in specific events.
• Box Case Study: Box, a brand leveraging CustomerAI Predictions, has improved campaign performance, discovered revenue opportunities, and created meaningful interactions with their customers.

Emerging AI Trends

• Personalized product recommendations: AI-driven recommendations ensure optimized content delivery and build trust with customers.
• Behavior-based email campaigns: AI helps identify customer preferences and enables personalized email campaigns.
• Dynamic website content: AI collects user behavior data to provide real-time personalized website experiences.
• Predictive customer segmentation: AI analyzes customer profiles to identify target segments and enables proactive engagement through tailored retention campaigns.

Ensuring Quality and Reliability of AI Models and Applications

To ensure quality and reliability of AI models and applications, Twilio Segment emphasizes the importance of having clean, consistent, and consented customer data. Their composable Customer Data Platform (CDP) provides a unified, real-time, and API-first platform with pre-built connectors for collecting, cleaning, and activating customer data.

AI Solutions for Operational Efficiencies

Amid global economic uncertainties, Twilio observes that marketers are seeking AI solutions to improve operational efficiencies. Twilio Engage and Segment CDP offer AI capabilities such as generative email and generative journeys to save time and boost productivity.

Twilio at AI & Big Data Expo Europe

Twilio Segment will be participating in the AI & Big Data Expo Europe. As a sponsor, they will exhibit their products and services.