Jes Kirkwood on July 22nd 2021

Watch eight growth thought leaders share their secrets to success.

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Sonia Mehta Sidhpura, Nicole O'Hallaron on August 5th 2021

At Twilio Segment, we have a support plan for your every need. Premium Support and Premium Plus Support are now Generally Available. Reduce risk with 24/7 support, guaranteed response time, and a dedicated Support Account Manager.

Kelly Kirwan on August 3rd 2021

Omnichannel: the new necessity

Customer journeys now span multiple devices and channels. From using smartphones to check emails, to researching an item on a laptop before buying in-store, it’s become increasingly difficult for brands to maintain a single view of the customer. Without an integrated tech stack, and central source of truth for customer data, teams are often working with only a snapshot of the customer journey – resulting in a disjointed, unpersonalized customer experience.

This can have real consequences when it comes to conversion and retention rates (not to mention overall customer satisfaction). In fact, 45% of consumers say they’re unlikely to become repeat purchasers with a brand after just one unpersonalized experience. 

With an omnichannel approach, every channel a business operates on is connected. This means a consumer could switch between channels (whether it be email, in-app, live chat, etc.), without experiencing any friction.

But how do you actually put an omnichannel strategy into practice? 

Implementing omnichannel customer engagement at scale 

There’s a lot of confusion over how to implement an omnichannel strategy. In fact, 76% of businesses say they’re falling short.

To win when it comes to omnichannel, businesses need to have the right data infrastructure and the right technology. This includes:

  1. A centralized data hub that easily integrates with new applications and platforms, and consolidates customer data from any source in real-time. 

  2. The ability to merge the complete history of a customer into a single profile. 

  3. The ability to orchestrate various actions across a set of customer engagement tools (like Twilio and Twilio SendGrid) to deliver personalized communications based on customer interactions and preferences.

In our latest guide with Twilio and SendGrid, we dive deeper into these “must-haves” for omnichannel engagement, while also covering: 

  • How omnichannel differs from multichannel (and why these two strategies are often confused).

  • The data foundation and technology needed to implement omnichannel customer engagement at scale. 

  • Real-life case studies of how different brands have used omnichannel tactics to increase engagement and conversion rates. 

Download a copy of The Ultimate Guide to Omnichannel to learn more. 

Kelly Kirwan on July 29th 2021

A single view of the customer puts all different pieces of customer information together into one coherent, up-to-date whole for your entire organization.

Sam Gehret on July 29th 2021

A look at server-side activation as the new alternative to the third-party advertising pixel.

Jes Kirkwood on July 22nd 2021

Watch eight growth thought leaders share their secrets to success.

Adam Wolfman on July 20th 2021

Learn how to get greater visibility into what's happening with your events in Segment, and how to check for quality assurance.

Pablo Vidal Bouza on July 15th 2021

How Segment moved from traditional SSH bastion hosts to use AWS Systems Manager SSM to manage access to infrastructure.

Kelly Kirwan on July 15th 2021

As the world gradually reopens, the precedent during the pandemic of being accessible across channels will remain – along with the expectation that each customer interaction will be personalized. 

Jim Young on July 13th 2021

We recently hosted a webinar with Caleb Donegan, VP of Digital at Vacasa, and Glenn Weinstein, Chief Customer Officer at Twilio to discuss how digital touchpoints are giving organizations better insight into their customers.

Sonia Mehta Sidhpura, Nicole O'Hallaron on August 5th 2021

At Twilio Segment, we have a support plan for your every need. Premium Support and Premium Plus Support are now Generally Available. Reduce risk with 24/7 support, guaranteed response time, and a dedicated Support Account Manager.

Kelly Kirwan on August 3rd 2021

Omnichannel: the new necessity

Customer journeys now span multiple devices and channels. From using smartphones to check emails, to researching an item on a laptop before buying in-store, it’s become increasingly difficult for brands to maintain a single view of the customer. Without an integrated tech stack, and central source of truth for customer data, teams are often working with only a snapshot of the customer journey – resulting in a disjointed, unpersonalized customer experience.

This can have real consequences when it comes to conversion and retention rates (not to mention overall customer satisfaction). In fact, 45% of consumers say they’re unlikely to become repeat purchasers with a brand after just one unpersonalized experience. 

With an omnichannel approach, every channel a business operates on is connected. This means a consumer could switch between channels (whether it be email, in-app, live chat, etc.), without experiencing any friction.

But how do you actually put an omnichannel strategy into practice? 

Implementing omnichannel customer engagement at scale 

There’s a lot of confusion over how to implement an omnichannel strategy. In fact, 76% of businesses say they’re falling short.

To win when it comes to omnichannel, businesses need to have the right data infrastructure and the right technology. This includes:

  1. A centralized data hub that easily integrates with new applications and platforms, and consolidates customer data from any source in real-time. 

  2. The ability to merge the complete history of a customer into a single profile. 

  3. The ability to orchestrate various actions across a set of customer engagement tools (like Twilio and Twilio SendGrid) to deliver personalized communications based on customer interactions and preferences.

In our latest guide with Twilio and SendGrid, we dive deeper into these “must-haves” for omnichannel engagement, while also covering: 

  • How omnichannel differs from multichannel (and why these two strategies are often confused).

  • The data foundation and technology needed to implement omnichannel customer engagement at scale. 

  • Real-life case studies of how different brands have used omnichannel tactics to increase engagement and conversion rates. 

Download a copy of The Ultimate Guide to Omnichannel to learn more. 

Kelly Kirwan on July 29th 2021

A single view of the customer puts all different pieces of customer information together into one coherent, up-to-date whole for your entire organization.

Sam Gehret on July 29th 2021

A look at server-side activation as the new alternative to the third-party advertising pixel.

Jes Kirkwood on July 22nd 2021

Watch eight growth thought leaders share their secrets to success.

Adam Wolfman on July 20th 2021

Learn how to get greater visibility into what's happening with your events in Segment, and how to check for quality assurance.

Pablo Vidal Bouza on July 15th 2021

How Segment moved from traditional SSH bastion hosts to use AWS Systems Manager SSM to manage access to infrastructure.

Kelly Kirwan on July 15th 2021

As the world gradually reopens, the precedent during the pandemic of being accessible across channels will remain – along with the expectation that each customer interaction will be personalized. 

Jim Young on July 13th 2021

We recently hosted a webinar with Caleb Donegan, VP of Digital at Vacasa, and Glenn Weinstein, Chief Customer Officer at Twilio to discuss how digital touchpoints are giving organizations better insight into their customers.

Pablo Vidal Bouza on July 15th 2021

How Segment moved from traditional SSH bastion hosts to use AWS Systems Manager SSM to manage access to infrastructure.

Leif Dreizler on March 2nd 2021

Building customer-facing security features in partnership with dev teams helps you better serve your customers, unlocks additional revenue, and bidirectionally transfers knowledge between teams—a concept at the very core of DevSecOps.

Udit Mehta on January 20th 2021

Learn how we use AWS Step Functions for large-scale data orchestration

Kelly Kirwan on July 15th 2021

As the world gradually reopens, the precedent during the pandemic of being accessible across channels will remain – along with the expectation that each customer interaction will be personalized. 

Sam Gehret on July 29th 2021

A look at server-side activation as the new alternative to the third-party advertising pixel.

Sudheendra Chilappagari on February 18th 2021

Learn how to use Segment and Twilio Programmable Messaging to send a personalized SMS campaign.

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Josephine Liu, Sherry Huang on June 9th 2021

Our latest feature, Journeys, empowers teams to unify touchpoints across the end-to-end customer journey.

Kate Butterfield on June 16th 2021

Get an inside look at the design process for Journeys.

Katrina Wong on March 31st 2021

With Segment, brands can leverage their first-party customer data to build deeper customer relationships.

Madelyn Mullen on August 17th 2020

Your business growth depends on empowering every team with good data. Introducing the Segment Data Council, a series of interviews with seasoned customer data experts who know how to build bridges across the organization and empower teams.

Madelyn Mullen on August 17th 2020

Simply put, data governance leads to better automation. Listen to this Data Council episode to hear how Arjun Grama grew his customer data wrangling techniques to transform product lines at IBM and raise the bar on growth KPIs at Anheuser-Busch InBev.

Madelyn Mullen on August 17th 2020

What does it take for a data driven business case to excite stakeholders across an organization? Tune in to this Data Council episode for an insider perspective from Kurt Williams, Global Director of Customer Products at Anheuser-Busch InBev.

Madelyn Mullen on August 17th 2020

Imagine if your PMs had an overview of support tickets, billing issues, sales interactions, and users’ clickstreams—all unified and available via self-service. It would be the Holy Grail of data management. Listen to more in this Data Council episode.

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