Twilio has been recognised as a leader in the IDC MarketScape for Worldwide Customer Data Platforms focused on B2C users for 2024-2025.
The assessment of Twilio's Segment customer data platform (CDP) was based on a range of criteria that include real-time personalisation, generative artificial intelligence (AI), and data activation, as well as the company's vision and strategy.
IDC MarketScape commented on Twilio Segment's ability to integrate customer data with communications data, such as email, voice, and SMS, alongside other external data sources. "The communications data offers additional contextual insights into customer preferences and intent for B2C real-time personalization and customer service use cases," stated the IDC MarketScape report on Worldwide B2C Customer Data Platforms.
Several companies, including Camping World, CrossFit, Domino's, and Fender, use Twilio Segment's CDP to enhance their customer engagement and drive business growth. For example, LegalZoom benefits from the platform's Linked Audiences feature to break down silos across customer profiles, which facilitates faster audience creation and improves customer experiences.
Twilio Segment's Linked Audiences, compatible with platforms such as Snowflake, Databricks, and AWS Redshift, allows marketers to obtain a comprehensive and precise view of customer interactions to enhance targeting and return on investment.
Tapan Patel, Research Director for CDPs and Customer Analytics at IDC, remarked, "Twilio Segment CDP integrated with Twilio CPaaS offers enterprises access to unified customer, interaction, and transaction data to support marketing and customer service use cases and improve overall CX. Twilio Segment CDP includes predictive AI models to analyze customer behaviors for likelihood to purchase, next best offer, churn, personalization, and so forth. AI also powers automated data mapping, event tracking, and custom source or destination integration to simplify the management and utilization of data within Twilio Segment CDP."
Thomas Wyatt, President at Twilio Segment, expressed the company's satisfaction with the recognition, stating, "We believe this recognition from the IDC MarketScape reflects our recent innovations and strength in our Twilio Segment offering and go-to-market investment. Segment offers customers unique and innovative features infused with AI capabilities that deliver customer value across a wide range of use cases spanning marketing, personalization, and CX. We further believe this recognition highlights the work that we've done to continue to break down data silos, make data more accessible, and help our customers deliver better experiences."
Additionally, Twilio has been identified as a major player in the IDC MarketScape for Worldwide Customer Data Platforms focused on B2B users for 2024-2025.
Twilio's Customer Engagement Platform (CEP) s designed to build direct, personalised relationships with their customers everywhere in the world. Twilio is focused on enabling companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way.
