Episode web page: https://bit.ly/4aP37nC ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode of Insights Unlocked, Michelle Engle sits down with Andy O’Dower, Twilio’s VP of Product Management, to dive into the company’s game-changing approach to customer communication. From simplifying complex communication systems for developers to using AI to deliver personalized experiences, Twilio is leading the way in reshaping how businesses engage with their customers. Andy shares how Twilio’s platform enables real-time, omnichannel communication at a massive global scale, helping brands create trusted, seamless, and smart interactions. He also sheds light on how advancements in conversational AI, sentiment analysis, and voice intelligence are revolutionizing customer engagement and support. What You’ll Learn in This Episode: How Twilio empowers developers with simple APIs to integrate voice, video, email, and messaging capabilities. How AI tools like transcription, sentiment analysis, and virtual agents are redefining customer experiences. Why trust and privacy are essential in building AI-driven communication systems. The role of autonomous agents in creating personalized, frictionless interactions with customers. Twilio’s vision for the future of customer engagement, with AI and data at its core.
Full Episode
Welcome back to the Insights Unlocked podcast. In this episode, we're chatting with Andy O'Dower, Vice President of Product Management at Twilio, about how AI is revolutionizing customer communications. Andy dives into everything from creating personalized real-time experiences to the future of autonomous agents and the importance of trust and privacy in today's digital world.
If you're curious about how technology is reshaping customer engagement, this episode's for you. Enjoy the show.
Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, viewers, and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
Welcome to the Insights Unlocked podcast. I'm Nathan Isaacs, Senior Manager for Content Production at UserTesting. And joining us today as host is Michelle Engel, UserTesting's Chief Product Officer. Welcome to the show, Michelle. Great. It's great to be here. Hi, everyone.
And our guest today is Andy O'Dower. Andy is Twilio's Vice President of Product Management for Voice, Video, and Flex. Andy possesses a rich blend of entrepreneurial, technical, and business expertise. He has founded and scaled platforms, as well as B2B SaaS and B2C products, serving thousands of customers and millions of consumers at companies like Wowza, Snapsheet, and Curiosity.
Welcome to the show, Andy. Thanks for having me. Great to be here. So Andy, thank you for joining us. I'm looking forward to the conversation today. And I was thinking to get us started, why don't you give us a quick overview of what Twilio is and how the platform is used by businesses to enhance customer communication and experience?
Sure. Thanks for having me again. Yeah, if you think about it, and Twilio just celebrated our 16th birthday, if you will, from conception 16 years ago to the really massive global scale that Twilio operates. If you think about it, the messages that you might get from a business, you want them to be personalized, effective, and that's really what Twilio does.
It's a customer engagement platform to really drive personalized real-time experiences and communications for brands at a global scale. So if you think about it, we've built this solution to a really difficult problem for businesses that need an easy way to communicate with their end customers and consumers. They need a big trusted platform that navigates
every channel from email, messaging, voice, video, over the top channels like WhatsApp as well, and need that to just work and be simple to be able to access. They need all the contextual data to be able to serve those communications to make them personalized. So you and I and others on the receiving end of any of those have a really delightful experience and then
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