Meet the 2026 finalists of our Excellence in Engagement Awards

Twilio’s Excellence in Engagement Awards recognize innovative organizations that are reimagining the way they engage with their customers. This year's finalists have demonstrated exceptional use of Twilio's technologies to create meaningful, scalable customer experiences. 

Meet this year’s finalists below! 

All Nippon Airways (ANA)

ANA, the largest airline in Japan, is leveraging Twilio Programmable SMS and SendGrid to ensure critical, real-time communication during flight irregularities, achieving an impressive delivery rate of more than 99.0%. This reliability is essential in maintaining customer trust during large-scale events. Looking ahead, ANA is building a proactive engagement framework to anticipate and address traveler needs seamlessly.

“ANA has relied on Twilio for more than three years, which has enabled us to respond quickly and flexibly to increasingly complex communication needs,” said Takahito Kondo, Director of Digital Transformation at ANA. “We also value Twilio’s continued innovation beyond communications, especially in data which has helped us create more personalized customer experiences. Through our work together, the most important lesson we’ve learned is the value of reliability, ensuring that customers receive the information they need, exactly when they need it.”

Centerfield

Centerfield, a technology company powering AI-driven commerce for the world’s best brands, leverages several Twilio products to build custom solutions that unify its communications and data infrastructure. Centerfield built Bullpen, part of Dugout™, as a custom acquisition and commerce engine powered by Programmable Voice and TaskRouter, and the team is currently leading the way in AI-driven sales acquisition using intelligent agents to drive hyper-personalization across the customer journey.

“Our differentiator lies in our willingness to experiment with new solutions in AI and communications,” said Aniketh Parmar, Chief Technology Officer at Centerfield. “Our goal is to provide rapid innovation, seamless communications, and leverage advanced AI and data-driven personalization to drive business outcomes. Twilio has supported us in our journey to adopt these new technologies and find new solutions to deliver to our customers.”

Crunch Fitness

Crunch Fitness, a leader in the fitness industry known for its "No Judgments" philosophy, leverages Twilio’s platform to enhance member interaction and streamline club communications. By utilizing sophisticated engagement tools, Crunch ensures that members stay motivated and connected to their fitness goals through personalized, timely messaging.

“At Crunch, we are dedicated to creating a community where everyone feels welcome and supported. Partnering with Twilio allows us to deepen our member engagement by delivering meaningful touchpoints that resonate with our fitness community,” said Danielle Pakradooni, Vice President, Signature & Brand Marketing at Crunch Fitness

Delivery Hero

Operating in around 65 countries across 11 brands, Delivery Hero fulfills over 10 million orders daily. To eliminate "last-mile" friction, they use Twilio Programmable Voice to automate the critical moment when a rider reaches a doorstep but can’t find the customer. By triggering automated, localized calls with a single tap, Delivery Hero has achieved a 25% reduction in rider contact rates and 60% fewer escalations to support agents, ensuring that "everyone wins" with a successful handover.

“In our business, a failed delivery is a loss for everyone involved. Twilio gives us the ability to grab the customer's attention at exactly the right moment. This automation ensures our riders can move to their next task quickly while our customers still get their orders on time.” — Florian Vorwerk, Global Director of Operations at Delivery Hero

iFood

iFood, the leading food delivery platform in Latin America, utilizes Twilio to manage high-volume messaging and logistics communications across its vast ecosystem. By optimizing its messaging platform, iFood always delivers reliable, real-time coordination between restaurants, delivery partners, and each hungry customer.

“Scalability and reliability are essential for a platform that serves millions of users daily. Twilio provides the robust infrastructure we need to manage our complex messaging needs, helping us deliver a seamless experience for every order,” said Luciana Corrêa, Engineering Manager Messaging & Communications Platform at iFood.

Kavak

Kavak, the first Mexican unicorn and a leader in the pre-owned car market, is evolving its vision into a global tech and fintech ecosystem through Kuna Capital. By utilizing Twilio to provide a transparent and secure communication channel, Kavak builds trust from initial inquiry to final sale. Through the seamless integration of AI-driven automation and human-centric interactions, Twilio helps Kavak deliver a reliable, personalized, and secure journey for every customer.

“Buying a car is a major life decision, and we want our customers to feel confident at every step. Twilio helps us facilitate clear and consistent communication, ensuring that our customers always have the information they need to move forward,” said Angela Del Duca Neri, Group Product Management at Kavak.

Netflix

Netflix, one of the world's leading entertainment services, has been a Twilio customer for more than a decade. By leveraging SMS, WhatsApp, and Voice across 180 countries, Netflix continues to set the industry standard for secure, frictionless global account management to support its over 300 million subscribers.

“Quality, highly personalized recommendations are a critical aspect of what helps us deliver the effortlessly entertaining experience members expect from Netflix” said Elmar Nubbemeyer, VP Member Product at Netflix. “Together with our teams, Twilio has been a valued collaborator as we've expanded our global messaging capabilities, enabling us to engage members in real time, across channels to support new, innovative experiences globally."

Purina (Nestle)

Purina, a global leader in pet nutrition, has integrated Twilio Segment to drive personalized engagement with pet lovers across platforms. The brand is focused on connecting the journey of the pet and pet lover through the suite of Purina products and brands. By focusing on data-driven communication, Purina fosters long-term brand loyalty and provides valuable resources tailored to the specific needs of each pet.

“Purina mission is to create richer lives for pets and the people that love them,” said Amelia Williams, Manager, Data Strategy at Nestle Purina Petcare. “We are constantly looking for innovative ways to connect with pet lovers. Twilio Segment has enabled our team to deliver truly personalized journeys tailored to each pet and their needs. With Twilio we’re able to build lasting relationships with our customers and help their pets live longer, happier lives.”

Spot Pet Insurance

Spot Pet Insurance provides comprehensive coverage for dogs and cats, using Twilio to power its multi-channel communication strategy for pet parents. By seamlessly integrating CRM and messaging tools, Spot Pet Insurance keeps pet parents informed with timely updates and support— providing peace of mind when they need it most. 

“Our mission is to help pet parents get their pets the care they need in the moments that matter. With Twilio, we’ve been able to build a more responsive and empathetic communication experience that keeps our customers informed and helps ensure they feel supported throughout their journey,” said Sydney Hubbard, CRM Manager at Spot Pet Insurance.

Rivian

Rivian, an American automotive technology company that develops and builds category-defining electric vehicles, adopted Twilio Flex to unify its strategy across voice, messaging, and digital channels for Customer Support, Sales and Insurance. Rivian is currently integrating Conversational Intelligence and Agent Copilot services to help agents resolve issues faster and ensure car owners spend more time driving and less time waiting.

“Our ultimate goal is for the Rivian owner's experience to be as remarkable as driving one of our vehicles,” said Severin Andrieu-Delille, Head of Engineering at Rivian. “Twilio Flex gave us the foundation to move away from legacy constraints and start building for the future. We are intentionally designing experiences with AI and data to ensure every interaction lives up to the Rivian brand.”

Thumbtack

Thumbtack, a technology company helping millions of people confidently care for and improve their homes, relies on Twilio to power the connections between homeowners and local service professionals. By facilitating reliable communication, Thumbtack connects homeowners with their growing community of 300,000 local service businesses.

“Our goal is to make caring for a home as simple as possible. Twilio’s technology is foundational to how we connect homeowners with the right professionals, enabling the real-time communication that is essential for getting jobs done,” said Jonny Bryant, Senior Director of Technical Program Management at Thumbtack.

Celebrate with us at SIGNAL!

Each of our customer finalists have exemplified how using Twilio’s solutions to build amazing  customer engagement can drive success and innovation. 

Join us in celebrating each of our finalists and winners at our annual SIGNAL conference on May 6-7, 2026.

Learn more about our awards program and how our customers are shaping the future of customer engagement here.