Understanding customers is critical to a successful customer engagement strategy, but information about customers -- what they bought, when they needed help, how they use apps, and more -- is often spread across dozens of software systems inside of a company. These data silos frustrate developers and companies as they try to build a single view of their customer so they can engage in a meaningful, relevant way.
These data silos are the enemy. They destroy customer relationships by causing awful customer service and irrelevant and annoying marketing experiences. I faced this challenge at each of the four companies I founded and as a software developer – I was constantly battling how we could better wrangle data in a way that would allow us to better serve our customers.
Segment is the answer to this problem. Together, Segment and Twilio will tear down these data silos, helping companies and their developers build great customer experiences.
Accelerating our customer engagement vision.
Our team at Twilio has spent the last 10+ years building the leading cloud communication platform, but our vision is about more than communication, it’s about end-to-end customer engagement, ultimately providing businesses with the holy grail – a single view of the customer journey. Segment provides the data platform to add intelligence to Twilio’s digital engagement channels that currently power 1 trillion interactions per year. By applying a data-driven approach typically used in marketing and functional areas like analytics, product and customer service, Twilio will improve the end-to-end customer experience at every touchpoint. A combined Twilio and Segment means Twilio can help any business make their customer engagement across every channel more personalized, timely and impactful.
As the leading CDP, Segment enables developers to unify customer data from every customer touchpoint, and empowers marketing, sales and customer service leaders with the insights they need to design and build relevant, data-driven customer engagement. A combined Twilio and Segment means Twilio can help any business and any developer make their customer engagement across every channel more personalized, timely and impactful.
Over time, the addition of Segment will allow Twilio to integrate data intelligence into Twilio Flex and every one of our offerings to provide highly personalized customer touchpoints.
Shared mission, vision and values.
The two companies have a great deal in common. We share the same vision, the same model and the same values. Our vision is to drive meaningful customer engagement through intuitive technology across every channel. Our model empowers developers through a low friction go-to-market model that is strategic to the enterprise. And, as always, developers are where it all starts – it’s in our DNA – as they are the builders creating the next generation of customer engagement.
Like me, Segment’s CEO, Peter Reinhardt, is a lifelong developer turned CEO. We share a love and respect for developers and have built that as a centerpiece to both Twilio’s and Segment’s culture and products. Peter’s thoughtful approach to building tools for developers is going to bring enormous value to Twilio’s executive team.
There’s some work that we have to do to close the acquisition so everything will be business as usual until that happens, which we expect to be some time in the fourth quarter of 2020, subject to the satisfaction of customary closing conditions. Read the press release here.
We can’t wait to see what you build!
This blog contains forward-looking statements regarding the anticipated benefits of the transaction. These statements are subject to risks and uncertainties that could cause actual results to differ materially from these statements, such as the ability of Twilio and Segment to successfully integrate their respective market opportunities, technology, products, personnel and operations. Additional risks and uncertainties are detailed in the reports Twilio files with the SEC, including its Form 10-K for the year ended December 31, 2019, and its Form 10-Qs. Copies of reports filed with the SEC are posted on Twilio’s website and are available from Twilio without charge.