SIGNAL Singapore 2024: Fulfilling the promise of customer engagement AI through communications and contextual data

SIGNAL Singapore 2024: Fulfilling the promise of customer engagement AI through communications and contextual data

On October 22nd, 2024, Twilio’s global flagship event — SIGNAL returned to Singapore at The Fairmont. Twilio hosted over 550 customers, partners, and industry leaders to dive into personalised interactions at scale.

Attendees began the day with an inspiring keynote from Twilio CEO Khozema Shipchandler and SVP, Product Kathryn Murphy alongside top customers from Timely, Better.sg, and Reliance Retail, focused on cultivating deep customer connections and delivering smarter interactions to drive meaningful ROI. The day continued with breakout sessions, product activations, a track for developers, and an abundance of networking opportunities.

During the keynote presentation, our CEO Khozema Shipchandler painted the picture of his experience as a customer traveling to Singapore and the personalised messaging opportunities along that journey.

Kathryn Murphy took the stage to dive into the Twilio products that build Twilio’s one holistic platform allowing brands to deliver these smarter interactions through a unique combination of communications and contextual data.

SIGNAL 2024 Singapore themes and product features

Keynote themes and products features included:

Personalised experiences - any way, anywhere

According to the Singapore Business Review, in Singapore 67% of consumers are more likely to quit a brand if their experience is not personalised¹. Stakes are high for companies to deliver meaningful customer engagement and Twilio’s one holistic platform allows companies to make interactions smarter, provide context, and deliver personalised experiences any way, anywhere.

RCS Business Messaging (upcoming in 2025: Singapore, Indonesia, Australia, Japan, South Korea) is a game changer in mobile messaging, introducing capabilities like branded sender IDs, rich media, and interactive content. Twilio makes it effortless to extend applications with RCS through simple integration, straightforward upgrades, and no code changes, offering another avenue to communicate in line with consumer preferences.

WhatsApp Business Calling on Programmable Voice, a new addition to help businesses increase meaningful interactions on private beta, offers Voice-over-IP (VoIP) calling to communications between customers and businesses on the WhatsApp consumer application.

Make every interaction smarter

Twilio envisions a world in which every digital interaction between company and consumer is amazing and memorable using a unique combination of communications and contextual data. Whether a business is looking to build smarter marketing efforts or resolve fraud alerts efficiently, Twilio products seamlessly enable these secure, personalised message and voice interactions.

Segment Linked Audiences enables marketers to easily create personalised audience segments from warehouse data with a user-friendly, no-code interface. Built on top of the Segment Data Graph, Linked Audiences offers seamless integration with your data warehouse.

Segment CustomerAI Recommendations and Generative Audiences make it easy for marketers to determine who is most likely to purchase a specific product or product category, then target those audiences in downstream channels and launch multichannel customer journeys. Marketers are empowered to build target audiences with unprecedented speed, ease, and scale with just a simple text prompt in Twilio Engage .

Context at your team’s fingertips

Unified Profiles on Flex tie each consumer and their history, pulling in real-time events from web, mobile and social, and calculating traits and preferences based on that behavior. Powered by Twilio Segment, the Unified Profile data layer creates a complete view of the customer that companies can then use to delight and tailor every interaction.

Agent Copilot uses AI to generate customer highlights based on the customer’s intent. This data makes it easy for an employee to understand context about the customer interaction, align quickly, and accelerate time-to-resolution. Data from the customer interaction is then used by Agent Copilot to generate wrap-up summaries, disposition codes, next best action, and sentiment.

Every agent interaction takes less time, delivers more ideal outcomes, and provides your business with information to improve other customer interactions across your business.

Personalised Virtual Agent and voice intelligence offer the power of AI plus Unified Profiles to scale customer care voice interactions. Companies can have real conversations and resolve fraud issues, all through AI agents and never needing to escalate to a human agent.

Keynote interactive components

The Keynote also featured interactive components, including a live demonstration from Senior Manager of Solutions Engineering Chris Connolly and customer stories from Owen Evans, a Senior Vice President of Technology at Timely, Dominic Soon, a Co-Founder at Better.sg, and Anand Thakur, CTO at Reliance.

Kathryn Murphy dove into Timely, Better.sg, and Reliance’s stories on how Twilio products’ ease of integration and scalability have increased connectivity, message interactions, and ultimately, a better overall customer experience.

Amazing headline speakers

The first of two headline speakers, Nathalie Nahai shared her expertise in tech and human connection through a thought-provoking talk, Reclaiming Human Connection in an Ever Automated World. As we look towards a more automated, performance-oriented future of consumer engagement, she highlighted the importance that each data point is a real person searching for moments of joy and belonging.

Vinu Jose, a Partner Developer Manager at Google, took the stage next to demonstrate how the integration of RCS represents a significant leap forward in the realm of customer engagement. Through strategic partnership with Twilio, Google has harnessed RCS Business Messaging capabilities to redefine customer interactions.

Afternoon sessions

The afternoon offered attendees time to break out into their focus and interest areas, with a special track for developers and sessions covering Twilio successes in practical AI, data strategy, and customer connections. Session topics ranged from practical AI insights from leading innovators Lendi Group and Driva to Reliance Retail’s data strategy. Attendees learned how these industry leaders and more are powered by Twilio to efficiently manage communication, adapt, innovate, and scale.

Community Hall at SIGNAL offered hands-on Twilio product activations and demos such as Verify Escape, where attendees solved puzzles to save their phones from OTP madness, and AI Calling, where attendees talked on the phone with AI to explore the vibrant wonders of Singapore.

Dr. Ayesha Khanna closed the day with her talk Top Tech Trends That Will Transform Your Industry. Using illuminating case studies, she discussed how today’s accelerating technologies will disrupt business models and operations and open up new opportunities to lift your firm to new heights.

Will we see you at SIGNAL 2025?

SIGNAL is the place to network, learn, and level up Twilio product usage. This year’s event in Singapore delivered the opportunity for customers and those new to Twilio to interact with experts and leaders, try products, and hear about the Twilio vision moving forward.

Robin Elrod is a Principal Marketing Manager for Global Events at Twilio. She runs audience acquisition and communications across events of all shapes and sizes, bringing the magic of Twilio to customers and prospects live and in-person.

¹ Singapore Business Review, March 2023