At Second Annual SIGNAL São Paulo Twilio Delivers the Next Era of Customer Engagement

CEO Khozema Shipchandler shares how Twilio’s platform will enable businesses to unlock their contextual data to deliver personalization at scale 

Businesses across Latin America and beyond such as Unicef Mexico, and Universidad UK are seeing meaningful ROI after implementing Twilio and Segment solutions

SÃO PAULO, BRASIL – August 14, 2024 – Today at SIGNAL São Paulo, Twilio Inc. (NYSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced the latest products and features that are shaping the future of customer engagement in Brazil and globally. These innovations are set to transform how businesses interact with their customers, delivering personalized, contextual, and trusted experiences at scale.

The Latin American region continues to be a priority for Twilio as it focuses on delivering durable, profitable growth. The company continues to see attractive levels of growth in Latin America. Twilio has more than 16,000 customers in the region including QuintoAndar, MagaLu, and Dasa and works closely with technology partners such as VTEX and Track.co. Latin American businesses want to drive ROI through engaged, delighted consumers, and consumers want personalized experiences. Twilio's mission is to enable this, with one holistic platform that allows businesses to make interactions smarter, provide context at your teams’ fingertips, and deliver individualized experiences any time, anywhere.  

“When I speak to customers in Brazil and Latin America, they consistently express a desire for tools to help them cultivate unbreakable customer relationships. That’s exactly what we do at Twilio,” said Khozema Shipchandler, Twilio CEO. “We provide a unique combination of contextual data, every communications channel, plus AI, so our customers have the ability to truly personalize at scale. In one magical moment, our customers can reach thousands of their end users on their preferred channel, with a message that is engaging and individualized to every single one of them.”

Onstage at SIGNAL, Twilio executives highlighted products and features available to Brazilian businesses, including: 

• WhatsApp Business Calling API for Twilio Programmable Voice, now in private beta, enables businesses to display the phone icon or send an interactive button for customers to call them via WhatsApp, a key channel across Latin America. WhatsApp Business Calling API brings voice natively into the WhatsApp chat, so customers can communicate via voice and messaging within the same thread, for faster support resolutions and sales conversions.

• RCS or Rich Communication Services for Programmable Messaging. A modern industry protocol for messaging that allows more dynamic and secure conversations than with SMS, RCS increases deliverability and message engagement. Most importantly, RCS and other branded communications help build consumer trust in brands, since consumers know that the communication is from a verified sender. Twilio makes it effortless for current customers to benefit from RCS with seamless upgrades and built-in fallback to SMS. RCS is now available in pilot in select countries around the world, including Brazil, with Mexico available by the end of September.

• CustomerAI Recommendations helps marketers build targeted audiences of people who are most likely to purchase a specific product, brand, or product category, and easily activate those audiences to deliver tailored experiences that drive conversions, reduce costs, and strengthen customer loyalty and LTV. 

• CustomerAI Generative Audiences enables marketers to write a simple text prompt to build complex audiences with unprecedented speed, ease, and scale.

• Linked Audiences, an intuitive audience-builder tool, equips both B2B and B2C marketers to seamlessly leverage the full spectrum of their customer data—integrating real-time data from Segment’s CDP with comprehensive data from the warehouse. This capability ensures marketers can access a more complete and precise view of customer interactions in real time, which can result in more accurate targeting and better return on investment.

• Within Twilio Flex, Twilio’s contact center solution, Unified Profiles provides businesses with access to a native data layer powered by Segment, enabling the collection and activation of real-time, consented data for personalized interactions. And Agent Copilot leverages this data alongside artificial intelligence (AI) to empower employees with automation and can boost productivity.

Businesses across Latin America and beyond such as VTEX, Unicef Mexico, and Universidad UK have successfully implemented Twilio and Segment solutions to uplevel their customer experiences, and are already seeing the benefits:

• VTEX, a global ecommerce platform, is one of Twilio’s biggest technology partners in the region. Twilio provides tools to enable more efficiency across VTEX with access to AI and data, which allows employees and customers to focus on more creative endeavors. 

• Unicef Mexico implemented Twilio messaging to send personal communications and drive better engagement with their donor base. Twenty percent of existing donors gave an additional donation as a result. 

• Universidad UK, an online university in Latin America, integrated Unified Profiles and Agent Copilot in Twilio Flex and within two months saw a 30% reduction in handling time for academic inquiries, and deflected 70% of support cases by deploying an AI bot informed by Unified Profiles in real-time to handle a majority of student queries.

This is the second SIGNAL, Twilio’s customer and developer conference, that the company is hosting in Sao Paulo, and the first of regional conferences Twilio will be hosting this year with London and Singapore planned for later in 2024. For more information, please visit https://signal.twilio.com/.