Twilio Engage turns your data into context-rich intent signals and makes journeys real time so you can unlock amazing customer experiences—faster.
Event-Triggered Journeys within Twilio Engage are generally available, including rich contextual payloads and a next generation Journeys architecture
Native integrations with Twilio SendGrid (generally available) and Twilio Messaging (Public Beta) make it easier than ever to send better emails and real-time SMS, MMS, and WhatsApp updates with customer data from Segment
Data Graph Visual Builder is generally available, giving you a low-code builder to easily set up your data warehouse connections without needing deep technical knowledge
Delivery Overview for Engage is generally available, providing a visibility into what happens to an Audience, Trait, or Journey when it syncs to a streaming destination.
Your data and marketing teams are the architects behind every experience you create for your customers.
The right data foundation can help you build a skyscraper of actionable insights.
To do this you need these teams to work seamlessly together to create amazing customer experiences, but your current systems and workflows are holding them back — killing productivity and growth.
Data teams are constantly fielding requests from marketing and other teams, getting stuck modeling data, shipping SQL, and building custom workflows and integrations every time a new personalized campaign or customer journey needs to be launched.
Marketing often doesn’t have access to the data they need in the tools they use and end up waiting on data teams to create the kinds of experiences customers want.
This isn’t just frustrating for both teams, it’s costing your business valuable time and lost revenue opportunities.
If this all sounds familiar to you, it’s because businesses have grappled with this for years — and it keeps getting more challenging as new tools emerge.
Important information is trapped in your data warehouse and point solutions, making it hard to get a complete view of customers from moment-to-moment. Teams struggle to stitch together these disparate data sources and partial customer profiles — particularly bringing entity data from the data warehouse together with real-time event stream data that’s needed for personalization.
Plus, as new AI tools are rapidly being adopted, the need for accessible, fresh, relevant, and context-rich data grows alongside real-time use cases. This puts additional pressure on data teams who need to run batch queries to get at the warehouse data they need and who are already pressed for bandwidth — increasing time to value for every project and driving up costs.
But it doesn't have to be this way.
What if data orchestration wasn’t a bottleneck, but instead an engine for growth?
That’s exactly what Twilio Engage is built to do.
Today, we’re excited to share all the latest ways Engage is making it faster and simpler to build smart customer experiences on a composable data foundation you can trust.
The best way to know your customers is through your data.
No matter where your customer data lives, we help you unify it into identity-resolved customer profiles that act as a living, breathing understanding of exactly who each customer is.
We are uniquely able to pull together all your data sources into one view — across real-time events, data warehouse context, and communications data with AI trait enrichment.
Now, connecting your warehouse data with your data in Segment is easier than ever with our new Data Graph Visual Builder that lets you set up your data connections in a low-code builder without needing deep technical knowledge. You can quickly add new data points, view existing ones, and manage how they relate to each other — spending less time on table relations and more time building experiences that convert customers and drive lifetime value.
True personalization goes beyond knowing your customer—it’s about understanding every key moment and all the context that surrounds it to deliver messages that genuinely resonate.
What's the difference between knowing someone's name or where they live and knowing everything about their interactions with your business? It’s like the difference between someone you meet briefly at a party and your childhood best friend.
Most CDPs settle for trait-based personalization, which means if someone abandons a cart, they only know that event happened, not the reason why, and end up sending messages that fall short of the personalization customers expect. This limited approach is not only underwhelming but also technically demanding, since managing and syncing data across systems is complex and costly, especially when handling relational data like carts, accounts, and households.
With Linked Audiences inside of Engage, businesses can effortlessly unlock entity data from their data warehouse and combine it with behavioral and contextual information in Segment for marketers to easily activate in a low-code builder.
Plus, the contextual payloads in our new Event-Triggered Journeys make sending this comprehensive, rich context downstream seamless — reducing the amount of data that needs to be synced and saving costs. Now, instead of simply knowing a cart was abandoned, you can understand the full story — the details of every item in that cart as well as the relevant customer or account information — enabling you to deliver deeply personalized experiences at scale that turn one-time buyers into lifelong customers.
Mila D'Antonio, Principal Analyst, Customer Engagement at Omdia, wrote in her recent paper that Twilio’s journey enhancements signal a major shift in the CEP landscape, “In particular, the emphasis on contextual data personalization, instead of static customer traits, is forward-thinking. This shift allows brands to build experiences based on what customers are doing in the moment instead of fixed demographic data. It is a capability that legacy CDPs often require heavy customization or third-party tools to achieve.”
If you’re not able to respond to your customers in real time, you’re personalizing for the past.
With Event-Triggered Journeys, you can react to every key customer moment and intent signal in real time. The moment someone abandons a cart, or upgrades a subscription, or needs help with an application, we make it easy to trigger a response — not with generic messages, but with the full rich context of their behavior, preferences, and history at your fingertips with AI predictions about their future actions.
It’s more than just sending a follow-up. We’re managing the entire state of retail and non-retail “carts” as items are added, removed, or as transactions, workflows, or applications progress. Even if your customer starts a cart in a mobile app, then picks it up later on their desktop with a whole new set of products, we’ve got you covered. Maybe they’re even juggling applications for two different credit cards at once — no problem.
All that complexity? Handled, seamlessly, and instantly.
Today, more than ever, you need to be able to work with the best-of-breed tools that are right for your unique business and use cases — and easily scale and evolve with you as you grow.
We are the most flexible and extensible CDP — letting you do both batch and real-time data activation — and making it easy to scale orchestration of that data to all of our 550+ destinations. This now includes our native integrations with Twilio SendGrid (GA) and Twilio Messaging (Private Beta), making it easier than ever to send better emails and real-time SMS, MMS, and WhatsApp updates with customer data from Segment.
And with Delivery Overview generally available for Engage, you’ll have visibility into what happens to every Audience, Trait, or Journey when it syncs to a streaming destination — building trust, transparency and control into every experience.
You’ve invested in your tech stack. Don’t let it stop you from creating the relevant and real-time experiences your customers want.
Engage empowers the teams who are the architects of your customer experiences.
Marketing teams get the data they need for personalization, in the tools they need them, much faster and easier to ultimately drive greater performance, ROI, and customer lifetime value.
Data teams can move faster, simplify technical complexity, and scale orchestration of data to better support other teams, and ultimately make real-time experiences a reality in a way that future-proofs their existing tech investments, offers greater control of your data, and is more cost-effective overall.
With Engage, you can unlock amazing customer experiences — ones where your data becomes context-rich intent signals, your journeys are responsive, and your teams are finally free to create experiences that turn every interaction into a competitive advantage.
Want to see these latest Engage features in action? Watch our latest demo here and talk to a Segment expert today to learn more.
Our annual look at how attitudes, preferences, and experiences with personalization have evolved over the past year.