Nico Acosta of Twilio: Channels Converging to Improve CX Throughout Customer Journey
Last month I had the opportunity to check out Twilio \u2019s annual user conference, Signal. Twilio, a platform that allows developers to build communications-enabled (voice, text, chat, email), shared a few stats that really caught my attention:\n\u2022 Twilio sends 50 billion emails a month on behalf of their customers\n\u2022 They send 200 million SMS messages a day\n\u2022 53% of WhatsApp messages Twilio customers sent got a reply \n\nWith numbers like these it\u2019s safe to say that Twilio has a pretty good pulse on how current and emerging communication channels are shaping customer engagement, experiences and journeys. And I had a chance to speak with Nico Acosta, Twilio\u2019s Director of Product for AI/ML, to dig in a bit on what they\u2019re seeing in terms of how voice, chat and other new channels are impacting the customer journey.