Twilio, the leading customer engagement platform powering real-time, personalized experiences for today’s top brands, opened its annual SIGNAL user conference with a bold unveiling: the next generation of its customer engagement platform. Designed specifically for an AI- and data-powered world, this advanced platform introduces expanded Customer Data Platform (CDP) capabilities and major updates to its Communications Platform as a Service (CPaaS) offering. These include new conversational AI tools, trusted communications infrastructure, and intelligent compliance features.
The new enhancements highlight Twilio’s ongoing commitment to transforming how businesses engage with their customers—ensuring every digital interaction is seamless, secure, and impactful.
“We are facing the end of customer experience as we know it, and Twilio’s heritage in CPaaS, CDP, and AI-powered capabilities has positioned us well for a new era of customer engagement,” said Khozema Shipchandler, Chief Executive Officer at Twilio. “To be successful, every business needs the right infrastructure: communications channels to connect with customers, contextual data to understand them, and the ability to accelerate it all with AI in a way that’s powerful, flexible, and trustworthy.”
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Powering the Future: A Unified Platform for AI-Driven Customer Engagement
As artificial intelligence continues to reshape expectations, consumers increasingly seek intelligent systems that can anticipate their needs and take proactive action—before, during, and after a purchase. While many businesses are beginning to adopt AI capabilities, disconnected data systems remain a significant barrier to delivering the truly personalized experiences customers now expect.
To address this gap, Twilio is building a highly flexible, interoperable platform that seamlessly integrates with existing tech stacks and serves as a foundational infrastructure layer across the entire customer journey.
The platform’s core is designed to unify communication and data intelligence into a single, streamlined ecosystem. It features a broad set of omnichannel capabilities—including voice, SMS, RCS, email, OTT messaging, and video—alongside secure authentication, identity solutions, predictive analytics, intelligent automation, and a new unified profile API that taps into Segment’s contextual CDP data.
“Twilio, a leader in the Omdia Universe: Customer Engagement Platforms 2025, continues to set the pace in the customer engagement space with a platform built for the AI-powered future,” said Mila D’Antonio, Principal Analyst at Omdia. “By unifying communications, data, and intelligence in a single, scalable ecosystem, Twilio is delivering on the promise of personalized, trusted, and outcome-driven customer experiences. An experience platform designed from the ground up for an agentic world not only reinforces Twilio’s leadership; it also reflects its commitment to solving real customer challenges with innovation that’s both practical and visionary.”