Twilio launches new automation platform

Twilio, the customer communications service company, has announced the launch of a new component of its Customer Engagement Platform, Twilio Engage. The latest offering adds a marketing engine to Twilio’s existing Twilio Frontline for sales and Twilio Flex for customer service.

Twilio Engage leverages the capabilities of Segment, the customer data infrastructure solution which Twilio picked up for $3.2 billion last October. In addition to aggregating real-time insights into customer behavior, Twilio Engage will allow marketers to build micro-audiences and deliver personalized experiences to a wide range of channels through Twilio’s communications APIs. The new offering is described by Twilio as a “growth automation platform.”

Why we care. Two reasons. First, it’s interesting to watch Twilio building out its capabilities as a customer experience suite which is authentically omnichannel-first rather than email/website first with other channels added.

Secondly, the structure here echoes Real Story Group’s distinction between process-oriented and engagement-oriented CDPs with Segment acting as the customer data infrastructure part of the puzzle here, rather than being used for orchestration.


Snapshot: Marketing automation

For today’s marketers, automation platforms are often the center of the marketing stack. They aren’t shiny new technologies, but rather dependable stalwarts that marketers can rely upon to help them stand out in a crowded inbox and on the web amidst a deluge of content.

HubSpot noted late last year that marketing email volume had increased by as much as 52% compared to pre-COVID levels. And, thankfully, response rates have also risen to between 10% and 20% over their benchmark.

To help marketers win the attention battle, marketing automation vendors have expanded from dependence on static email campaigns to offering dynamic content deployment for email, landing pages, mobile and social. They’ve also incorporated features that rely on machine learning and artificial intelligence for functions such as lead scoring, in addition to investing in the user interface and scalability.

The growing popularity of account-based marketing has also been a force influencing vendors’ roadmaps, as marketers seek to serve the buying group in a holistic manner — speaking to all of its members and their different priorities. And, ideally, these tools let marketers send buyer information through their tight integrations with CRMs, giving the sales team a leg up when it comes to closing the deal. Learn more here.

About The Author

Kim Davis is the Editorial Director of MarTech. Born in London, but a New Yorker for over two decades, Kim started covering enterprise software ten years ago. His experience encompasses SaaS for the enterprise, digital- ad data-driven urban planning, and applications of SaaS, digital technology, and data in the marketing space. He first wrote about marketing technology as editor of Haymarket’s The Hub, a dedicated marketing tech website, which subsequently became a channel on the established direct marketing brand DMN. Kim joined DMN proper in 2016, as a senior editor, becoming Executive Editor, then Editor-in-Chief a position he held until January 2020. Prior to working in tech journalism, Kim was Associate Editor at a New York Times hyper-local news site, The Local: East Village, and has previously worked as an editor of an academic publication, and as a music journalist. He has written hundreds of New York restaurant reviews for a personal blog, and has been an occasional guest contributor to Eater.

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