Community, AI in Action, and Twilio News: Reflections on Our Biggest User Group Yet

Community, AI in Action, and Twilio News: Reflections on Our Biggest User Group Yet

There’s something special about outgrowing your favourite local place. For a long time, our Twilio Segment and Dev User Groups had a home in a cozy room above a pub. It was intimate, it was loud, and it worked. But as our community grew, so did our ambitions. Moving to a "proper" venue this week, I’ll admit I had those classic field marketer nerves: “Did we go too big? Will the room feel empty?”

I shouldn't have worried. Not only did we fill the space, but we hosted our biggest session yet on February 26th, 2026 at The Academy of Medical Science in London. We hosted 25 attendees, all super impressive users who are leaders in their industries.

The vibe wasn't just "big" - it was vibrant. We want these sessions to feel less like a monologue and more like a living dialogue where our most loyal customers can share their challenges and find real solutions. Here’s a look at what went down during the sessions.

The latest from the "Twilio Newsroom"

We kicked things off with Nathaniel Okenwa, who stepped into his trademark "Twilio News" persona. If you haven't seen it, think BBC News at Six, but with more APIs and energy. He delivered the latest headlines and updates with the kind of snappy pace that kept everyone informed and entertained in equal measure.

A deep dive into Conversational Intelligence

Anni Chen took the stage to give us a masterclass in Conversational Intelligence. Now that it’s in General Availability (GA), she showed how it’s revolutionising virtual agent monitoring with pre-built language operators and unified AI-human tracking. Her talk showed how developers could make agents more productive and customer experiences more seamless by using Twilio.

Guest spotlight: AI in the real world

A huge shoutout to our partners at Zing Dev.

Paul Johnson, Zing’s Head of Product, gave a fantastic presentation on the "how and when" of using AI in communications. Paul shared multiple strategies for integrating AI with Twilio Voice, and gave a deeper look at how Zing is using AI to support the healthcare industry, navigating the complexities of HIPAA compliance while keeping the human touch.

A sneak preview of the future

One of the biggest perks for our User Group members is the "Sneak Preview." Stu Crew and Brooke Still Thomas pulled back the curtain on the new Twilio Console.

We’re excited to be bringing Twilio and SendGrid closer together (with Segment on the horizon) to create a single, powerful home for your customer engagement. The best part was the breakout sessions led by Ricky, Ryan, Nathaniel, Clara and team. Our product teams gathered feedback on the console experience, as well as Twilio’s developer experience more broadly.

What’s next?

This event proved that while we’ve moved on from the pub, our community-first spirit is as strong as ever. The networking was buzzing, the questions were sharp, and the inspiration was flowing. Customers had a fantastic opportunity to learn from one another and find new inspiration as to how to put the magic of Twilio’s solutions into practice.

If you missed this one, don't worry, the momentum isn't slowing down any time soon:

• Twilio Segment User Group : March 26th, 2026
• Twilio Dev User Group (On the Road!): Paris in June

Thank you to the whole team and especially Peter Bell for the boots-on-the-ground support.

See you at the next one! Check out the link for the next event here.