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Twilio Launches Its Second State of Customer Engagement Report

Unravel that Digital Customer Engagement Is Important For Businesses To Survive

Twilio, the leading cloud communications platform launched its 2nd State of Customer Engagement Report. Bringing insights from the Twilio platform, the report unravels that digital communications were crucial for a business to survive in 2020. The report also revealed that the new solutions will help the business to gain momentum after the pandemic and bring the business economy back on track.

The 2021 State of Customer Engagement Report highlights the key trends in customer engagement over digital channels in the year 2020 along with the manner industries all over the world are adopting the digital transformation. The trends show increasing digital interaction allowing personalization between businesses and their customers.

Key Findings of The Report

Major findings from the report are:

  • 2020 accelerated the business into a mixed economy, where every interaction consists of a digital element. 92% of businesses reported that the pandemic has made them migrate to the cloud, allowing companies to help customers from anywhere. 95% plan to continue the trend of supporting their customers over present channels.
  • Digital engagement continues to be a crucial part of business survival and success. 90% of businesses report that enhanced customer engagement brought new insights during Covid-19. 87% of businesses report that this sort of digital engagement will be significant for businesses to survive in the coming years.

The report also showcases Twilio Engagement Builders, the organizations creating an advanced digital solution to boost customer engagement and include Comcast, BGL Group, Delta Air Lines, Norwegian Refugee Council, and LINE Japan.



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