Twilio Segment: Transforming customer experiences with AI

Introduction

Artificial Intelligence (AI) is revolutionizing customer engagement and personalization by enabling businesses to deliver tailored experiences and responses to individual customer preferences on a large scale. Twilio Segment, a leading company in this field, is at the forefront of this revolution, addressing the disconnect between companies’ claims of personalization and customers’ actual experiences.

Using AI for Personalised Customer Experiences

Despite 91% of companies claiming to personalize engagement with consumers, only 56% of consumers report that their interactions with brands are truly personalized. Most companies have become “system-centric” rather than “customer-centric,” resulting in fragmented data, an incomplete view of the customer, and disjointed experiences. To truly put customers at the heart of a business, companies need to know their customers, understand their needs, and engage with them in relevant and meaningful ways. This approach forms the engagement flywheel, which powers dynamic customer engagement at scale.

Twilio CustomerAI

Twilio recently introduced Twilio CustomerAI, unlocking the power of AI for businesses and supercharging the engagement flywheel. CustomerAI enables brands to expand their perception of customer data, activate it more extensively, and gain a deeper understanding of their customers. With CustomerAI Predictions, marketers can create precisely targeted audiences, trigger customer journeys, and personalize experiences based on predictive AI models. This empowers marketers to anticipate and act on customers’ future wants and needs without relying on technical teams.

Examples of Twilio CustomerAI in Practice

Box, a leading enterprise software company, is using Twilio CustomerAI Predictions to save time, optimize campaign performance, and discover revenue opportunities. By segmenting their audience based on predictive traits, such as likelihood to purchase, Box can meet customers where they are in their customer journey and deliver personalized content and experiences.

Emerging AI Trends in Personalization

Four key trends are shaping the future of AI personalization: personalized product recommendations, behavior-based email campaigns, dynamic website content, and predictive customer segmentation. AI-powered personalized product recommendations ensure customers are served optimized content, building trust and leading to repeat purchases. Behavior-based email campaigns leverage AI to identify patterns in user interactions and deliver tailored email content. Dynamic website content uses real-time data to personalize the user experience, offering personalized content for every visitor. Predictive customer segmentation allows businesses to target users who are more likely to perform specific actions, enabling tailored retention campaigns.

Best Practices and Tools for AI Testing and Monitoring

Data quality is crucial for AI success. Twilio Segment’s composable Customer Data Platform (CDP) ensures clean, unified, and real-time customer data. With an API-first platform and 450+ pre-built connectors, companies can collect, clean, and activate customer data, making it AI-ready. This allows businesses to build trusted data infrastructures critical to their AI strategies.

AI Solutions for Operational Efficiencies

Marketers spend significant time on writing, designing, and building campaigns and customer journeys. Twilio Segment’s generative AI, soon available in Twilio Engage and Segment CDP, allows marketers to save time, boost productivity, and optimize results. Generative AI enables quick translation of simple text prompts into HTML, automating the process of creating email content. Additionally, generative AI for customer journeys simplifies the campaign creation process, allowing marketers to describe the campaign type, audience, and channels, with the AI automatically building the journey.

Twilio’s Presence at AI & Big Data Expo Europe

Twilio Segment will be participating in AI & Big Data Expo Europe, showcasing its expertise in collecting, unifying, and activating first-party customer data. Folkert Mudde from Albert Heijn will discuss how the supermarket chain leverages Twilio Segment for personalization, while Arthur Viegers, SVP of Global Engineering at Twilio Segment, will be part of a panel discussion on the future of AI-enabled experiences.

Conclusion

Twilio Segment’s AI solutions are transforming customer experiences and enabling businesses to deliver personalized engagements at scale. By leveraging AI for predictive audience targeting, personalization, and operational efficiencies, companies can stay ahead in a competitive market. AI-powered personalization trends continue to evolve, and businesses need to adopt best practices and tools for successful AI testing and monitoring. Twilio’s presence at AI & Big Data Expo Europe demonstrates their commitment to advancing AI in customer experiences.

Source: https://www.artificialintelligence-news.com/2023/09/26/twilio-segment-transforming-customer-experiences-with-ai/

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