Twilio, the leading customer engagement platform powering real-time, personalized interactions for top global brands, announced the general availability of three major innovations: Event Triggered Journeys in Twilio Engage, Data Residency for Email in the European Union, and WhatsApp Business Calling. These enhancements combine communications, data, and AI to deliver faster, more secure, and highly personalized experiences-helping businesses connect with customers worldwide in a compliant and trustworthy manner.
In today’s complex digital landscape, customer journeys are far from linear or siloed. Twilio’s intelligent, user-friendly platform is engineered to empower companies to craft seamless experiences powered by AI and comprehensive data insights. This latest update also addresses growing consumer concerns about data privacy—particularly relevant when studies show that 61% of consumers doubt brands use their data responsibly, and only 15% “absolutely” trust companies with their personal information¹.
“Great customer experiences are built on communications that are trusted, simple, and smart,” said Inbal Shani, Chief Product Officer and Head of R&D at Twilio. “With Data Residency for Email (EU), WhatsApp Business Calling, and our next-generation orchestration capabilities in Twilio Segment, we’re helping businesses respond to customer behavior and earn their trust in real time, scale globally, and enjoy a simplified, more productive builder experience.”
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Delivering Smarter, Real-Time Engagements Across Channels
Personalized, timely interactions are essential to building memorable customer experiences. Twilio Segment’s flexible and scalable architecture provides businesses with a unified, real-time view of customers throughout their entire journey. By seamlessly integrating data from over 550 systems and repositories, organizations gain richer context to drive smarter engagement.
Now generally available, Event Triggered Journeys within Twilio Engage empower marketers to move beyond static audience segmentation. Instead, they can dynamically react to real-time customer intent signals—powered by rich data from integrated warehouses—delivering relevant messaging precisely when it matters most.
“Event-Triggered Journeys inside Twilio Engage make it easier for us to respond to our customers in real time—with important context,” said Julie Sabor, Sr. Martech Engineer at Hard Rock Digital. “The intuitive next generation journey builder and orchestration capabilities enable our customer service team with the up-to-date information they need to deliver truly personalized, frictionless support — no matter where our clients are or what they’re trying to accomplish.”