Twilio on CX Today
168 stories · 23 in 2026 · 3 in the last 90 days · 0 sponsored
CX Today coverage mentioning Twilio, newest first. Sponsored work is identified clearly on each story.
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 5 min read · 10 Aug 2026
Customer Journey Continuity Is Breaking Deals: Can Twilio Flex Stop the Leak?
Twilio is addressing the customer journey continuity problem with Twilio conversation orchestrator and more
Rebekah Carter · 15 min read · 31 Jul 2026
How Age UK Uses Twilio To Tackle The Loneliness Epidemic
Discover how Twilio Flex helps Age UK deliver telephone companionship to isolated older people across the UK.
Francesca Roche · 5 min read · 16 Jul 2026
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 9 min read · 29 May 2026
The 2026 Headless Market: The Four Enterprise Strategies Reshaping CX Software
Explore four headless strategies reshaping enterprise CX, from composable commerce to AI-driven workflow automation.
Francesca Roche · 11 min read · 13 May 2026
Big CX News from ServiceNow, Five9, Twilio & Microsoft
The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft
Rhys Fisher · 4 min read · 8 May 2026
Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform
Twilio launches a next‑generation customer engagement platform built for AI agents and continuous, context‑rich conversations.
Francesca Roche · 5 min read · 6 May 2026
Your Immersive CX Strategy Isn’t Transforming Support – It’s Adding Complexity Customers Never Asked For
Immersive CX can hurt support when it adds friction. Learn where AR/video help, where they don’t, and how to protect ROI.
Alex Cole · 6 min read · 5 May 2026
The Rise of Stress and Digital Fatigue in Brand Experiences
As Stress Awareness Month underscores rising stress levels, brands must rethink excessive communication and focus on relevance and timing.
Francesca Roche · 4 min read · 24 Apr 2026
Twilio SIGNAL 2026: Where AI CX Gets Held Accountable
Twilio SIGNAL 2026 runs May 6-7 in San Francisco. Explore pricing, agenda highlights, key sessions on AI, voice, and data, plus speaker watchlist.
Rob Wilkinson · 7 min read · 20 Apr 2026
Can Twilio's Embeddable Contact Center Break Down Enterprise Silos?
Twilio has made Flex fully embeddable with a new SDK, Salesforce Voice integration, and usage-based pricing.
Rhys Fisher · 3 min read · 16 Apr 2026Big CX News from Twilio, Salesforce, FCC, and Sprinklr
This week’s CX highlights cover Twilio’s major renewal, AI layoff debates, FCC regulations, and Sprinklr’s AI upgrades.
Francesca Roche · 4 min read · 10 Apr 2026
Twilio Lands Biggest Enterprise Deal Ever, Voice AI Up 60%
Twilio's Q4 2025 results include its largest deal ever, 36% growth in $500k+ deals, and Voice AI revenue up over 60% YoY.
Rhys Fisher · 4 min read · 8 Apr 2026
What Do These Reports Agree On About The Future Of CX and Customer Journey Orchestration?
AI in customer engagement is shifting to real-time personalization and orchestration, as Deloitte, McKinsey, and Salesforce reveal.
Sophie Wilson · 5 min read · 26 Mar 2026
Is Your Customer Journey Broken? The Enterprise Buyer’s Guide to Customer Journey Orchestration Platforms (2026)
Learn how customer journey orchestration connects channels, data, and decisioning to deliver real-time CX.
Sophie Wilson · 11 min read · 26 Mar 2026
The Unification Trap: When One CX Stack Creates More Chaos
CX Today explores why stack unification is so difficult – stack sprawl, silos, identity gaps, and AI exposing integration seams.
Francesca Roche · 12 min read · 10 Mar 2026
If You Haven’t Read These 10 Sales & Marketing Reports, You’re Flying Blind
These 2026 sales & marketing reports from Gartner, Forrester, Salesforce, HubSpot, Adobe, Twilio, and Intuit turn research into action.
Sean Nolan · 6 min read · 6 Mar 2026
Enterprise Connect 2026: Why Vegas is the CX Decision-Maker's Must-Attend Event
Enterprise Connect 2026 brings 80+ CX vendors to Las Vegas March 10-12. From AI ROI proof to agent burnout solutions, discover why this is the decision point for customer experience leaders.
Rob Scott · 3 min read · 9 Feb 2026
Gartner Magic Quadrant for Customer Data Platforms (CDPs) 2026: The Rundown
The 2026 Gartner Magic Quadrant for CDPs reveals a market split between platformization and agentification. Salesforce, Hightouch, Oracle, and Uniphore lead, while Tealium drops to Challenger. See the full analysis.
Rhys Fisher · 9 min read · 9 Feb 2026
AI Calling At Scale: What The Genspark-Twilio Deal Signals For CX Leaders
Genspark’s Twilio-powered Call for Me shows how AI calling can scale across 40+ countries. Here is what CX leaders should do next.
Rob Wilkinson · 4 min read · 3 Feb 2026
Twilio Brings Customer Data Tools to AEG’s Sports and Entertainment Operations
Customer data drives Twilio’s expanded AEG deal, connecting ticketing, live events, and sports teams for tailored fan experiences.
Nicole Willing · 4 min read · 21 Jan 2026
Why Shared Customer Memory is the Number One Thing You Should Demand from Cross-Channel Vendors
Looking for the best cross-channel vendors to support your AI and automation strategy? Here's why shared customer memory matters.
Rebekah Carter · 12 min read · 16 Jan 2026
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
SMB popularity is on the rise, and more vendors are suddenly starting to take notice of their customer platform results. Traditionally, smaller-sized enterpr...
Francesca Roche · 11 min read · 5 Jan 2026
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Read CX Trends 2025 Part 3 to find out how organizations can leverage AI for deeper and more meaningful customer personalization.
Francesca Roche · 10 min read · 17 Dec 2025
Stop Guessing: Use Context to Deliver Personalization That Converts
Explore the concept of contextual personalization and why it is essential for brands to engage effectively with customers.
Adrian Swinscoe · 4 min read · 15 Dec 2025
Enterprises Double Down on Conversational AI in EMEA to Boost Customer Loyalty
Enterprises in EMEA are embracing conversational AI to meet customer expectations and modernize operations.
Nicole Willing · 4 min read · 17 Nov 2025
3 Ways CMOs Can Use AI in Martech to Drive Personalization, Prediction, and Content
Explore how AI marketing tools are helping the CMO transform modern marketing with data-driven personalization.
Sean Nolan · 6 min read · 12 Nov 2025
Twilio Launches Its Customer Engagement Platform, Promises to Transform Customer Data Quality
Twilio has confirmed the worldwide release of its new data features suite. The vendor announced that the new feature will enable enterprise customers to secu...
Francesca Roche · 3 min read · 21 Oct 2025
CX Day 2025: The State of Customer Experience and Why It’s at a Tipping Point
Each year, World CX Day is an opportunity to tip the hat to the brands, teams, and innovations that put customers first. But this year, the celebration comes...
Nicole Willing · 7 min read · 7 Oct 2025
Twilio's New Vision: “To Become the Customer Experience Layer of the Internet”
Twilio CEO Khozema Shipchandler has outlined the company’s vision to "become the customer experience layer of the internet." In an interview with The Motley ...
Rhys Fisher · 3 min read · 12 Sept 2025
Customer Experience Management: Trends, Tips, & Tools
Customer-facing functions, like service, sales, and marketing, have worked in isolation for too long. However, many CX leaders now sense an opportunity to lo...
Charlie Mitchell · 8 min read · 31 Jul 2025
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2025: The Rundown
Several trends are sweeping the CPaaS space. These include the convergence of CPaaS with other tech markets, new channels (like RCS), and a little something ...
Charlie Mitchell · 7 min read · 29 Jul 2025
What Is CPaaS? A Definition, Use Cases, and Top Providers
A Communications Platform as a Service (CPaaS) platform allows businesses to inject communications into their organizational workflows
Rebekah Carter · 17 min read · 18 Jul 2025
The Top CPaaS Vendors for Enterprise CX: Architecting Intelligent Customer Journeys
There was a time when the Top CPaaS vendors existed on the sidelines, stepping in to help companies enable two-factor authentication codes or send one-off al...
Rebekah Carter · 16 min read · 15 Jul 2025
15 Use Cases for Generative AI in Sales
AI-powered prospecting, roleplay simulations, admin automation... there are many ways in which GenAI is transforming sales.
Rebekah Carter · 10 min read · 13 Jun 2025
Gartner Magic Quadrant for Customer Data Platforms (CDPs) 2025: The Rundown
In 2025, Salesforce and Tealium again led the Gartner Magic Quadrant for customer data platforms (CDPs). However, the competition has fallen back, with Treas...
Charlie Mitchell · 9 min read · 26 May 2025
Twilio Debuts an MCP Server to Change How Businesses Utilize AI Agents
Twilio has jumped on the MCP bandwagon by releasing a new server that promises to change how businesses utilize AI assistants. MCP - or Model Context Protoco...
Floyd March · 3 min read · 25 Apr 2025
What's New In CPaaS? Trends, Capabilities, & What's Coming
CPaaS platforms are shifting from a nice-to-have to a must-have. Indeed, Gartner research suggests that - by 2028 - 90 percent of businesses will leverage CP...
Floyd March · 11 min read · 23 Apr 2025
Big CX News from Salesforce, HubSpot, Twilio & Shopify
It's been another busy week in the world of customer experience, with Salesforce announcing a new version of Agentforce, HubSpot launching AI agents, Twilio ...
Rhys Fisher · 3 min read · 11 Apr 2025
The Forrester Wave for CCaaS Platforms 2025: Top Takeaways
CCaaS (Contact Center as a Service) is a cloud-based model for delivering contact center infrastructure and applications. In short, CCaaS platforms help orga...
Rhys Fisher · 5 min read · 11 Apr 2025
Twilio Brings Attention-Based Routing to Contact Centers
Twilio has released attention-based routing for contact centers in a public beta. Announced during the company’s Q1 2025 release, the new feature will be ava...
Rhys Fisher · 3 min read · 8 Apr 2025
Twilio Disputes Reports of a Data Hack Impacting 848,000 of Its Customers
A hacker under the alias of Satanic has claimed to have breached SendGrid, Twilio’s cloud-based email delivery platform. The alleged hack includes the leakin...
Floyd March · 3 min read · 4 Apr 2025
Big CX News from ServiceNow, Genesys, Salesforce, Twilio & Zendesk
This week in CX has seen a CRM-bolstering acquisition from ServiceNow, impressive numbers from the CX Cloud from Genesys and Salesforce, a new Twilio release...
Rhys Fisher · 3 min read · 4 Apr 2025
7 CPaaS Trends Disrupting the Market
With telecom providers sniping and new communications channels rising, there's a lot going on in the CPaaS market. Meanwhile, with the likes of Cisco, Ericss...
Rebekah Carter · 6 min read · 3 Apr 2025
Twilio vs. Vonage: A Comparison of Two CPaaS Giants
Twilio vs. Vonage is the Ali vs. Fraizer of CPaaS. But, which vendor will come out on top in this comparison of features, pricing, and more.
Rebekah Carter · 7 min read · 2 Apr 2025
Twilio Introduces Generative Custom Operators to Pull Insights from Customer Calls
Twilio has introduced Generative Custom Operators, which extract intelligence from voice-based customer interactions. As the name suggests, the operations ut...
Floyd March · 3 min read · 31 Mar 2025
Twilio Closes Its Largest Segment Deal Ever
Twilio has secured the largest-ever win for its customer data platform (CDP): Segment. Khozema Shipchandler, CEO of Twilio , shared the news during a company...
Charlie Mitchell · 4 min read · 14 Feb 2025
Twilio’s Pivot from the Swiss Army Knife of CX to a More Cohesive Platform Is Working
From 2022 to 2024, Twilio had a rough ride. Ultimately, its monster $3.2BN acquisition of Segment sidetracked the businesses from its communications and tele...
Charlie Mitchell · 3 min read · 24 Jan 2025
Copilots & Virtual Assistants: Emerging Use Cases, Trends, & Strategies
Copilots and virtual assistants are continuing to drive efficiency across customer-facing teams. In doing so, they are drafting customer responses in service...
Floyd March · 9 min read · 23 Jan 2025
10 CPaaS Providers to Watch Out for in 2025
Every year, industry researchers rank CPaaS providers as part of market evaluations. This is not one of those assessments. Instead, this rundown spotlights t...
Charlie Mitchell · 9 min read · 14 Jan 2025
15 Customer Experience Technology Predictions for 2025
Tech innovation is accelerating like never before, and 2025 is the year many brands will embark upon transformational projects to reimagine their customer ex...
Charlie Mitchell · 13 min read · 26 Dec 2024Big CX News from Salesforce, Twilio, Microsoft, & HubSpot
As the year draws to a close, the CX space is showing no sign of slowing down. This week has seen Salesforce announce its Agentforce 2.0 solution, fresh AI v...
Rhys Fisher · 4 min read · 20 Dec 2024
Twilio Advances Its Voice AI with Conversation Relay, Releases Studio 2.0 In Beta
Twilio has unveiled Conversation Relay, a suite that gives developers new tools to create seamless, natural voice interactions. Sharing the news as part of i...
Charlie Mitchell · 4 min read · 19 Dec 2024Big CX News from AWS, Verint, Kore.ai, & Twilio
From acquisitions to more major agentic AI announcements, here are some extracts from our most popular news stories over the last seven days. AWS Gives Amazo...
Charlie Mitchell · 4 min read · 6 Dec 2024
Twilio Segment Extends Its Linked Audiences Capability Across Amazon Redshift
Twilio has extended its Linked Audiences feature - from Twilio Segment - so it's available for Amazon Redshift users. As such, mutual customers may merge the...
Rhys Fisher · 2 min read · 3 Dec 2024
The Latest BIG News from Salesforce, Zoom, Twilio, & IBM
This week in CX has seen an integration expansion from Salesforce, a big CCaaS win for Zoom, a new AI release from Twilio, and an agentic AI announcement fro...
Rhys Fisher · 4 min read · 29 Nov 2024
Twilio Previews New AI Assistants for Customer-Facing Teams
Twilio has showcased a new framework to enable customer-facing teams with AI Assistants. Available now in developer preview for Twilio users, the framework a...
Rhys Fisher · 3 min read · 28 Nov 2024Big CX News from Playvox, NICE, Nuance, Avaya, & Twilio
Another big week in the world of CX has seen the apparent confirmation of a Playvox-NICE takeover, a significant strategic revelation from Nuance, and AI rel...
Rhys Fisher · 4 min read · 4 Oct 2024
The Forrester Wave for Customer Data Platforms 2024: Top Takeaways
The latest Forrester Wave Report unpacks and analyses some of the biggest B2C customer data platforms (CDPs) on the market. Having grown quickly from new kid...
Rhys Fisher · 6 min read · 3 Oct 2024
Twilio Taps OpenAI’s Realtime API, Expands Its Conversational AI Capabilities
Twilio has added the new Realtime API from OpenAI to its Communications Platform. The API facilitates natural speech-to-speech interactions - similar to how ...
Charlie Mitchell · 3 min read · 2 Oct 2024