Discover guides, reports, webinars, and more

The Ultimate Guide to RCS ROI

Discover how to build a rock-solid RCS ROI business case. Get the framework, metrics, and data points you need to win executive buy-in.

Data governance framework: examples and models in 2026

A data governance framework sets the rules for how you collect, store, and use data. Learn the components, models, examples, and how to build one.

Advanced marketing attribution in your own data warehouse

Twilio Segment + SegmentStream

Your 2026 holiday email campaign handbook

Everything you need for your email program to smoothly navigate from Point A to Point B this holiday season.

Meeting People Where They Are: A Connectivity Playbook for Disaster Response

This is a practical playbook for teams that need efficient and easily accessible  options for reaching people in difficult connectivity environments.

Build Production-Ready Twilio Integrations in Cursor

Learn how to set up a production-ready Twilio integration in Cursor

How to craft a winning product demo for your AI startup

Want to stand out in the Twilio AI Startup Searchlight? Learn how to craft a winning demo that showcases your value and captures the judges' attention.

37 Email Marketing Best Practices and Tips for 2026

Get your email marketing program in tip-top shape for 2026 with our email marketing best practices guide.

Server-side tracking vs client-side: when to use each

Learn the difference between client-side and server-side tracking, when to use each, pros and cons, and how to decide for your analytics setup.

When to use SQL for data analysis (and when not to)

Learn when to use SQL for data analysis vs out-of-the-box analytics tools. Includes use cases, examples, and when SQL makes sense for your business.

Naming conventions: why you need them for clean data

Naming conventions keep analytics data clean and consistent. Learn what they are, why they matter, and how to implement the object-action framework.

Email marketing for beginners: step-by-step guide

Complete email marketing guide for beginners: what it is, types of campaigns, how to build lists, design emails, write copy, and track performance.

Customer retention model: definition, creation & FAQs

Customer retention models predict which customers will stay or churn. Learn what they are, how to build them, and which models to use for your business.

Customer journey analytics: what it is & how to use it

Customer journey analytics tracks how customers interact with your business across all touchpoints. Learn what it is, metrics, tools, and how to use it.

What is a business growth model (and how to identify yours)

A growth model maps how your business acquires and retains customers. Learn 4 types (viral, UGC, paid, marketplace) and how to build yours.

Twilio named a Leader in the 2026 Gartner® Magic Quadrant™ for CPaaS

Twilio is recognized for its Ability to Execute and Completeness of Vision.

Is AI Adding Value to the Customer Experience—or Taking It Away?

When AI becomes the face of your brand, does it make customers feel like valued guests—or like another ticket in the queue?

The Great AI Illusion: Why Customers Value Empathy Over Imitation

The best AI isn't the one that feels most human — it's the one that creates the best outcomes for your customers.

Navigating the Data Deluge: A Compass for Customer Context

Lost in a sea of endless data? Learn how to unify cross-channel customer data to navigate the noise, gain context, and chart a course for better CX.

How to Scale Automation Without Losing Customer Confidence

Automation is scaling faster than trust—is your brand keeping up? Discover how to create branded AI experiences that build customer confidence.

The Customer Data Platform Report 2026

Drawing on anonymized insights from thousands of Twilio customers, the 2026 Customer Data Platform report explores how companies are using CDPs to unlock the power of their data. We also take an in-depth look at how customer data and AI work together to power real-time, intelligent customer engagement around the world.

The Communications Blueprint: Navigating the Modern Landscape

Master the new rules of engagement. Use global research to align your channel strategy with consumer preferences across email, SMS, WhatsApp, and voice.

Inside the Conversational AI Revolution: How to Win The Race to Deliver Exceptional Experiences

Research on what customers really want from conversational AI, and how businesses are building trust, efficiency, and loyalty in the age of automation.

Twilio named a Leader in the 2025 Gartner® Magic Quadrant™ for CPaaS

Twilio is recognized for its Ability to Execute and Completeness of Vision.

5 trends shaping the future of retail

Retail is undergoing a profound transformation, becoming more conversational, creative, and contextual. Voice technology and AI are at the centre of this evolution, making shopping more accessible while enabling brands to meet customers exactly where they are, whether that’s through an AI agent, a social platform or a smart appliance. This report explores five key trends shaping that future: The Consumer Agent Economy, Beneficial Intelligence, Dreams Unbound, Business as Social, and Contextual Commerce.

5 trends shaping the future of travel and hospitality

This report explores five key trends shaping the future of the industry: AI Genies, Serendipity Seekers, Rooted Roads, Right to Roam, and Signature Stays. Together, they reveal how behavioural shifts and emerging technologies are redefining how people plan, book, explore, and engage with the world around them.

2025 State of Customer Engagement Report

Global consumers and business leaders reveal how AI, personalization, and other trends are reshaping digital customer engagement in 2025 and beyond.

Twilio Named a Leader in Omdia Universe: CEP, CDP and CPaaS, 2025

Twilio has been recognized across three key Omdia Universe Reports, solidifying our position as a Leader in Customer Engagement, Customer Data Platform, and Communication Platform as a Service.

2022 State of Customer Engagement Report

Learn about the latest digital customer engagement trends from more than 3,400 business leaders and 4,500 consumers across the globe.

2023 State of Customer Engagement Report

Learn about the latest digital customer engagement trends from more than 4,700 business leaders and 6,000 consumers across the globe.

Twilio Talks: The New Era of Conversations

Unify your channels, carry context across AI and human agents, and build seamless customer journeys that never have to restart.

From Pilot to Production: Compliant Voice AI for Healthcare and Public Sector

Most voice AI demos fall apart the moment compliance enters the room. For healthcare and public sector teams, a voice agent isn't just a UX problem — it's a regulatory one. Every call may touch protected health information (PHI), and every architectural decision (where transcripts live, who can access recordings, how consent is captured) has to hold up under HIPAA, state recording-consent laws, and agency-level security mandates. Voice AI is technology that enables machines to understand spoken language, reason about what was said, and respond in natural-sounding speech in real time — but building that experience for a regulated vertical means treating compliance as a design constraint from day one, not a retrofit. This session walks developers and practitioners through building a production-grade, HIPAA-eligible voice AI agent using Twilio Voice, Conversation Relay, and the broader Twilio Conversations layer. We'll cover the regulatory landmines specific to healthcare and public sector deployments, the architectural patterns that keep PHI protected without killing latency or UX, and a live build of a compliant appointment-scheduling voice agent.

Future-Proof Your Contact Center: Migrating from Open CTI to Twilio Service Cloud Voice

As Salesforce’s legacy OpenCTI enters maintenance mode, contact centers must adapt to keep pace with advancing AI capabilities. Watch the recording of this session featuring experts from Twilio, Zennify, and Salesforce to explore the migration path from legacy CTI to Twilio Bring Your Own Telephony (BYOT) for Salesforce Service Cloud Voice. You'll learn how replacing fragmented channels with a native Omni-Channel desktop unlocks real-time transcription, integrates seamlessly with Salesforce Einstein AI and Agentforce, and leverages Twilio’s global reliability and flexible IVR workflows—all through a zero-disruption upgrade that boosts agent productivity and elevates customer experience.

Beyond the Unknown Number: The Playbook for Branded Communications

Discover how The Home Depot consolidated unbranded short codes into verified RCS senders, integrated Branded Calling for deliveries, and achieved immediate lifts in trust.

Level Up: Build Contextual Conversations Powered by AI [NAMER]

This 3-part Level Up webinar series features live coding demos to guide developers through the newest Twilio Conversation AI features announced at SIGNAL 2026.

Level Up: Build Contextual Conversations Powered by AI [APJ]

How do you build AI agents that truly remember customer context across voice, SMS, RCS, and WhatsApp? This 3-part Level Up webinar series features live coding demos to guide developers through the newest Twilio Conversation AI features.

Level Up: Build Contextual Conversations Powered by AI [EMEA]

How do you build AI agents that truly remember customer context across voice, SMS, RCS, and WhatsApp? This 3-part Level Up webinar series features live coding demos to guide developers through the newest Twilio Conversation AI features.

190% ROI Unlocked: Forrester’s Total Economic Impact™ of the Twilio Platform

Can a customer engagement platform pay for itself in just six months? According to Forrester’s Total Economic Impact™ study (April 2026), Twilio isn’t just a communication tool—it’s a high-yield financial investment. While most teams struggle to justify tech spend, Forrester found that a composite organization representative of interviewed customers with experience using Twilio achieved a 190% ROI and $12.5 million in net present value over three years.

The AI Edge: Building Intelligent Experiences

AI startups are moving fast. The ones that win and set themselves apart are those that turn powerful technology into exceptional experiences. See how Loman AI, Strada, and Insight Health are scaling intelligent customer engagement,

Cloud Contact Center Modernization: Doing More with Less Through Intelligent Automation

Modernize your credit union’s contact center to lower costs and meet member expectations with a seamless experience. Discover how leading organizations are leveraging cloud platforms to deliver personalized CX without increasing headcount.

Scaling Customer Engagement with Contextual Data and AI

In this Twilio Talks, All My Sons, CTO, Ashraf Syed joins Twilio, CIO, Shweta Gummidipudi to discuss their digital transformation. They shared how they shifted to API-first communications and embedded AI into their workflows without going into technical debt.

The Voice AI Revolution: How to Modernize Retail Customer Conversations with Twilio & Microsoft

Discover how Twilio and Microsoft Azure AI are helping retailers deliver human-like voice interactions that customers expect.

The New Fraud Playbook: Winning Against GenAI-Powered Scams

Join Twilio, Liminal, and Stytch for a data-driven session exploring how unified platforms can merge authentication with passive, probabilistic signals to boost detection accuracy—without increasing user friction.

Scaling Smarter: How Twilio Helps Healthcare Teams Adopt AI

Join us as we explore how healthcare organizations can leverage AI and Twilio’s suite of communication tools to deliver better patient-centric experiences while improving operational efficiency.

Twilio Talks: Unlocking the Future of AI-Powered Engagement

In this fireside chat, we’re joined by OhMD, a leading healthcare communication company, on how they used Twilio’s Conversational AI to deploy AI-powered voice assistants and smarter messaging.

Voice Reimagined: The Rise of Voice AI

In this 20-minute episode of Twilio Talks On Air, Twilio’s Peter Bell sits down with AI expert Prof. Kate Devlin and AI engineer Matt Cortland to explore why speech is replacing screens, and what it takes to build Voice AI that respects human psychology and eliminates customer friction.

Key takeaways from SIGNAL San Francisco 2026

Join host Nathaniel Okenwa, Manager, Developer Evangelism EMEA and APJ, and Harry Boyle, Senior Customer Success Manager, as they unpack the biggest takeaways from SIGNAL San Francisco 2026.

Designing at the Edge: How Adobe Builds for Creativity, Scale, and Trust

In this episode of Builders Wanted, we’re joined by Ann Rich, Senior Director of Design at Adobe. Kailey and Ann dive into the intricate world of product design where empathy drives innovation. They discuss the challenges and strategies in leading design at scale, how Adobe builds trust in the era of generative AI, and the importance of cross-functional collaboration.

Scaling Commerce: How Commerce’s CMO Builds Growth in a Connected World

In this episode of Builders Wanted, we’re joined by Michelle Suzuki, Chief Marketing Officer at Commerce. Kailey and Michelle delve into the impact of agentic commerce, the evolution of AI in customer engagement, and strategies for maintaining consistency and relevance in marketing. Michelle also shares insights on the challenges and opportunities in rebranding and driving data-driven marketing.

What’s Next in 2026: Rikki Singh on the Future of Customer Engagement

In this special episode of Builders Wanted, recorded live from Twilio Transform in New York City, we’re joined by Rikki Singh, Twilio’s VP of R&D for Emerging Technologies. Rikki explores groundbreaking advancements in AI, security, and communications, touching on the evolution of technology and customer expectations as we approach 2026. The conversation delves into the role of AI in software engineering, the importance of trust and privacy by design, changes in customer engagement, and the future of agentic workflows.

Building Intelligence: How Teradata’s CPO Is Shaping the Future of Data and AI

In this episode of Builders Wanted, we’re joined by Sumeet Arora, Chief Product Officer at Teradata. Sumeet shares his insights on the importance of speed and innovation in the fields of data analytics and AI, emphasizing how Teradata delivers impactful business results by transforming complex data challenges into actionable solutions. The discussion dives into product leadership principles, the balance between speed and reliability, and the evolving landscape of analytics.

Trust by Design: Rewriting Authentication in the Age of GenAI Fraud

In this episode of Builders Wanted, we’re joined by Filip Verley, Chief Innovation Officer at Liminal. Filip sheds light on the challenges companies face with increasing fraud due to advances in generative AI and deepfakes, and the importance of balancing security with customer experience. The conversation covers practical strategies for unifying data across teams, leveraging behavioral signals, and investing in converged identity platforms.

Behind the Brands: How a COO Builds the Machine Powering Inc. and Fast Company

In this episode of Builders Wanted, we’re joined by Anne Marie O’Keefe, Chief Operating Officer of Inc. and Fast Company. Anne Marie discusses her approach to fostering creativity and operational excellence in a rapidly changing media landscape. The conversation covers the balancing act between legacy and innovation, simplifying systems for better efficiency, and the critical role of listening to customers.

Salon Strategy: How L’Oréal Scales Professional Beauty from the Inside Out

In this episode of Builders Wanted, we’re joined by Kevin Stang, Chief of Staff to the President of the US Professional Products Division at L’Oréal. Kevin shares his unique perspective on aligning purpose with performance, leading high-powered teams, and fostering innovation in the beauty industry. He highlights the importance of investing in talent, the role of 360 marketers, and the real-world insights and adaptability required to stay ahead of trends.

Leading with Intention: How Tapestry Builds Modern Luxury at Scale

In this episode of Builders Wanted, we’re joined by Sandeep Seth, Chief Growth Officer and President of Tapestry. Sandeep shares his mission to future-proof growth by transforming Tapestry into a brand growth engine. He explores the importance of consumer focus, continuous learning, and creating seamless experiences both online and offline.

Building Bold: How Quickbase’s Platform Powers Innovation at Scale

In this episode of Builders Wanted, we’re joined by Jon Kennedy, Chief Technology Officer at Quickbase. John discusses how Quickbase is helping businesses innovate through its no-code platform, enabling users to build custom solutions swiftly. He shares insights into the challenges of scaling a global engineering team, the importance of fostering an empowering work culture, and the transformative potential of AI in low-code development.

Compassion at Scale: How Mental Health Innovations Is Reimagining Crisis Support

In this episode of Builders Wanted, we’re joined by Victoria Hornby, CEO of Mental Health Innovations. Victoria explores the intersection of empathy and technology in mental health support, the importance of accessibility, and the impact of leveraging digital platforms to build trust at scale. Learn more about the challenges and successes of adapting technology to create human connections and the continuous effort to innovate and reach marginalized communities.

Building with AI: How Twilio & AWS Are Shaping the Future of Development

In this episode of Builders Wanted, we are joined by Deepak Singh, Vice President of Developer Agents and Experiences at AWS, and Inbal Shani, Chief Product Officer and Head of R&D at Twilio. They discuss what it means to build with AI, the evolution of developer tools, and how they are assisting customers in leveraging AI for customer engagement and innovation. The conversation covers the importance of curiosity, adaptability, and trust in this new era of AI-powered development.

Rewriting the Roadmap: Rimini Street’s Bold Approach to Enterprise Modernization

In this episode of Builders Wanted, we’re joined by Eric Helmer, Chief Technology Officer at Rimini Street. Eric shares his insights on how to modernize mission-critical systems without compromising performance. Learn about the misconceptions about tech modernization, the importance of agility and flexibility in tech stacks, and the shift from reactive to proactive IT roles.

Rewiring Financial Engagement: How DailyPay Connects with Millions in Real Time

In this episode of Builders Wanted, we sit down with Dar Miranda, VP of Customer Engagement at DailyPay, to delve into the innovative strategies behind real-time financial management for workers. Explore how financial stress can impact employee engagement, the potential shift towards employee-centric pay models, and the bold moves DailyPay is making to transform traditional payroll systems.