Marketing and Promotions

Make every interaction personal. Make every touchpoint count.

With one powerful platform, Twilio helps you personalise engagement across every interaction—so customers choose you, again and again.

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Why personalise with Twilio? Because customers expect it.

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According to Twilio’s 2024 State of Customer Engagement Report

  • Almost 7 in 10 Gen Z and Millennial customers say they’ll stop using a brand without it
  • 4 in 10 customers say they’ll quit a brand if their experience isn’t personalised
  • 31% say a lack of personalisation has pushed them toward competing brands

Customers expect personalisation, and delivering it starts with the right tools. 

Customers expect personalisation, and delivering it starts with the right tools.

Twilio brings everything together in one dynamic platform to help you do these:

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See the full journey, personalise every moment

Great personalisation starts with knowing your customers—what they’re looking for, where they get stuck, and what makes them come back. Twilio Segment gives you real-time insights from every touchpoint, so you can remove friction, fine-tune your messaging, and create experiences that feel effortless.

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Make every email feel personal

Generic emails don’t engage customers—personalised ones do. With Twilio SendGrid, you can tailor every message based on customer behaviour—what they’re interested in, how they interact with your brand, and when they’re most likely to engage. The result? More clicks and more conversions.

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Reach customers where it matters most

Personalised engagement isn’t just about what you say. It’s also about how and where you say it. Twilio’s Voice and Messaging APIs let you connect with customers on their preferred channels, whether that’s SMS, email, or voice. By meeting them where they are, you create stronger, more meaningful connections that keep them coming back.

For 89%* of decision-makers, personalisation is the key to success

*Source: The State of Personalization Report 2024

Twilio’s Customer Data Platform (CDP) powers smarter, more personalised marketing with real-time data

Twilio’s Customer Engagement Platform (CEP) ensures every interaction feels unique on every channel

Personalising with RCS gives businesses a 32%* uplift in conversions

*Source: Revolutionise your Mobile Messaging

Create rich, personalised and interactive messages with RCS

  • Roll out rich messaging with zero code rewrites

    With RCS, you can implement rich, interactive messaging without needing to rewrite your code. It integrates seamlessly with your existing setup, so you can start engaging customers faster.

  • Stand out with rich content

    Send videos, images, and GIFs that get attention and drive engagement. RCS lets you go beyond text and create visually appealing messages.

  • Turn every message into a conversation

    Add quick replies, carousels, and CTA buttons with RCS to create interactive, engaging messages that encourage your customers to take action.

  • Strengthen trust with verified branding

    With RCS, you can display your brand logo and verified ID, making sure customers know exactly who’s reaching out to them.

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Turn every email into a personal experience with SendGrid

Craft messages that actually matter

With Twilio SendGrid, you can send emails that speak directly to your customers. Use real-time data to personalise each message and make every email feel like it’s just for them.

Automate while keeping it personal

Scale your campaigns effortlessly while keeping that human connection. Twilio SendGrid helps you automate, so you don’t have to choose between efficiency and a personal experience.

See what works, and make it better

Track how your customers interact with your emails. Use the insights to adjust your strategy, making each campaign more engaging and effective than the last.

“There are a ton of subtleties with email delivery that are hard to grasp just by doing your own research. There’s a rabbit hole of information. It starts easy, but when everything collides with each other, that's when you need your expert. Having access to SendGrid’s deliverability experts has helped us learn everything from DKIM, DMARC, to SPF and how they interact.”

Sébastien Lavoie Development Manager, Notification Platform

“We wanted to provide a personalised support experience that solved our members’ problems, and made it clear that they were banking through a partner that had their back.”

Alan Bustelo-killam Product Manager, Chime

“I cannot imagine trying to operate our front of house without Yelp Reservations. I know my way around technology—and Yelp Reservations is one of the best pieces of reliable technology I’ve seen in my working career.”

Scott Short Owner, Table Six User, Yelp Reservations

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