Using AI to Transform Customer Engagement and Personalization: A Conversation with Hema Thanki of Twilio Segment

In an interview with Hema Thanki, EMEA Senior Product Marketing Manager for Twilio Segment, we explore how AI revolutionizes customer engagement and personalization. We discuss companies’ challenges in delivering personalized experiences and how Twilio is at the forefront of this transformation.

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The Disconnect Between Personalization Claims and Customer Experiences

According to a recent report by Twilio, 91% of companies claim to personalize customer engagement. However, only 56% of consumers agree that their brand interactions are personalized. This highlights the need for companies to shift from being system-centric to customer-centric to deliver truly tailored experiences.

The Engagement Flywheel: Key to Dynamic Customer Engagement

Every consumer is unique, with changing wants and needs. To truly put customers at the heart of a business, companies need to understand their customers, meet their needs, and exceed their expectations. Twilio CustomerAI is designed to power dynamic customer engagement by expanding the perception of customer data, activating it more extensively, and providing a deeper understanding of customers.

Using Twilio CustomerAI for Personalization

Twilio Segment’s CustomerAI allows marketers to create precisely targeted audiences, trigger customer journeys, and personalize multichannel experiences based on predictive AI models. This eliminates the need for technical expertise and empowers marketers to anticipate and act on customers’ future wants and needs.

Emerging AI Trends to Watch

Managing data in a customer data platform (CDP) in tandem with AI allows companies to create strong, personalized campaigns. Four emerging trends in AI personalization include:

• Advanced segmentation
• Real-time personalization
• Content personalization
• Contextual recommendations

Best Practices for Testing and Monitoring AI Models

The quality and reliability of AI models and applications depend on the data they are trained on. Twilio Segment’s composable CDP ensures that data is unified, real-time, consistent, and consented, providing a strong foundation for AI strategies.

AI Solutions for Operational Efficiencies

With generative AI becoming available, marketers can save time, boost productivity, and optimize results. Twilio Engage and Segment CDP offer features like generative email and journeys, allowing marketers to automate campaign creation and accelerate growth.

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