Meet our experts, Dave Esber and Tom Emilio
Dave Esber is a longtime Twilio Messaging expert, who helps inspire organizations to build better, more innovative connections with their customers with Twilio solutions. Tom Emilio supports Twilio SendGrid, is a seasoned SendGrid and email expert on behalf of our GTM team, and helps customers maximize the features and services we offer.
What excited you most at this year’s SIGNAL when it comes to building connections across channels?
Esber: This year, we put connection front and center. I think all of us walked away feeling inspired to build creative solutions across the channels that are important to customers. I particularly enjoyed hearing organizations like Panera and The Home Depot share how they use SMS to support their business since that’s my own area of focus—but I was also excited to learn more about our newer tools like interactive live streaming.
Emilio: I was most excited we got to continue the conversation around omnichannel experiences. They’re the key to the ultimate customer experience and journey. Enabling those experiences is truly exciting, especially when you consider how Twilio Segment and the power of data can further optimize the journey customers are on and how you connect with them.
What sessions did you enjoy that spoke to best practices or lessons across channels like voice, SMS, and video?
Esber: I was fascinated to hear how the Norwegian Refugee Council is using Twilio Flex to help deliver aid. It was also great to hear the announcements on new offerings like Twilio AI and Video Insights.
Emilio: Is it selfish for me to say I most enjoyed my own session? Kidding! I was particularly interested in the SMS authentication session, since authentication is super important across channels. I also had several fellow SendGrid coworkers speaking, so I really enjoyed their sessions on the power of email. Lastly, the Superclass: Build a custom CDP solution with Twilio Segment was really interesting. Segment is the future!
What are some engagement channel trends we’ll see across industries in 2022?
Esber: You can only have meaningful connections with users if they trust your organization and the channels you’re using to engage with them. Considering recent shakeups like the A2P 10DLC changes, I think an emphasis on building trusted and compliant experiences is something we’re going to see more of.
Emilio: We’ll definitely continue to see DMARC adoption rates increase, which is a great thing for both the sender and the industry. That said, the slick new email authentication system, BIMI, is going to quickly become a standard that all senders will want to adopt.
Learn more in our Future of Engagement edition
Every year, SIGNAL showcases what Twilio and our customers are building and inspires attendees around the world to do the same. Your organization can create meaningful connections and experiences for customers across every channel, and we’re excited to share how.
Want to learn more about how you can enhance your customer engagement strategy for 2022 and beyond? Get started with the rest of our latest edition of The Current.