From Customer Intelligence to Customer Engagement

How Twilio and Databricks CustomerLake help businesses activate customer insights through trusted communications channels

The future of customer engagement is agentic.

As businesses deploy AI agents to understand customers, make decisions, and take action, success will depend on more than intelligence alone. Agents need context, memory, orchestration—and trusted ways to engage customers across every channel. Intelligence has to become a relationship, sustained across millions of conversations over time.

That’s why Twilio is building the Conversations layer: the connective tissue between what a business knows about a customer and how it shows up for them. It is the infrastructure that carries context and memory across every interaction, turning decisions into continuous, personalized engagement—no matter where the underlying intelligence is generated.

Building for the agentic era also requires openness and choice.

Businesses should be free to choose the AI models they use, the agents they deploy, and the platforms where their customer data lives. Twilio is designed to work across the modern customer stack, activating intelligence wherever it resides and turning it into engagement that compounds over time.

That's a philosophy we've shared with Databricks for years, and why we're excited to support the launch of Databricks CustomerLake.

Connecting Intelligence to Action

CustomerLake helps organizations unify and activate customer data within their Databricks environment. By connecting CustomerLake to Twilio's Conversations layer, businesses can carry that intelligence into every interaction, ensuring every engagement remembers customer context across channels—consistently and reliably at a global scale.

CustomerLake uses customer context, predictive insights and recommendations governed within Databricks to determine the right audience, action, and campaign plan. With this integration, Twilio helps turn those decisions into action by seamlessly executing last-mile delivery across customer engagement channels—with support enabling organizations to deliver highly personalized email communications through Twilio SendGrid.

The result is a simpler path from insight to engagement—not just a data handoff, but a seamless continuation. Businesses can continue using the data platforms they choose, while Twilio provides the layer that turns governed intelligence into lasting customer relationships.

Looking Ahead

Across Databricks and our broader ecosystem of partners, Twilio's role remains the same: helping businesses transform intelligence into meaningful customer conversations.

We are excited to help businesses build the next generation of customer engagement in the agentic era.

To learn more, reach out to your Twilio account representative.