Introduction
In 2024, customers are demanding increasingly personalized experiences across their favorite communication channels. In fact, according to Twilio’s 2024 State of Customer Engagement Report:
- 64% of consumers say they would quit a brand if their experience isn’t personalized.
- Four out of 10 customers admit to searching for alternative products or services when brands fail to personalize their experience in real time.
That’s why switched-on marketers are capitalizing on this trend. Twilio’s report also found that with the right tools in their tech stack, brands with mature digital engagement practices saw an average revenue increase of 123% in 2024, compared to 30% for low-maturity brands.
But with great customer engagement power comes greater responsibility. Today’s consumers are increasingly concerned about how you’re using their information, how long you’re storing it, and whether it’s secure.
6 in 10 consumers surveyed by Twilio say protecting their data is the top way to build their trust. And to grow communication practices successfully in new markets, you need a strong grip on regional and global compliance measures—as well as an awareness of the results should you fall short.
This handy guide provides you with practical solutions for balancing excellent customer experience with regulatory compliance across the world. With links to vital legislation and real-life examples of companies nailing compliance and landing effectively in different markets, it will help you practice safer growth across:
- SMS
- RCS
- Voice
This guide has been created to help you comply with applicable compliance requirements and ensure you use Twilio products safely and effectively. It does not constitute legal advice and we suggest you seek guidance from legal counsel about how these frameworks apply specifically to your business or organization.
