Twilio Segment has been recognised as a leader in the latest IDC MarketScape for Worldwide Customer Data Platforms focused on B2C users for 2024-2025. This prestigious position reflects Twilio’s innovative approach in AI, data management, and the ability to create unified customer profiles.
Innovative features driving customer engagement
Over the past year, Twilio Segment has launched several advanced features enhancing interoperability with various data platforms such as Snowflake, Databricks, and AWS Redshift. One of its standout features, Linked Audiences, allows marketers to gain a more comprehensive and accurate view of customer interactions. This capability leads to more precise targeting and enhanced return on investment. Companies like LegalZoom have already seen significant benefits from using Linked Audiences to accelerate audience creation and enhance customer experiences by breaking down data silos.
A strong foundation in data integration and AI
The IDC MarketScape report highlighted Twilio Segment’s integration of customer data with communication data from emails, voice, and SMS, which provides additional insights into customer preferences and intentions. These insights are crucial for real-time personalisation and customer service in B2C scenarios.
“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,” said Tapan Patel, Research Director, CDPs and Customer Analytics for IDC. “Twilio Segment CDP includes predictive AI models to analyse customer behaviors for likelihood to purchase, next best offer, churn, personalisation, and so forth. AI also powers automated data mapping, event tracking, and custom source or destination integration to simplify the management and utilisation of data within Twilio Segment CDP.”
Acknowledgements and future outlook
Thomas Wyatt, President at Twilio Segment, expressed pride in their recognition, attributing it to their innovative features and significant market investment. “We believe this recognition from the IDC MarketScape reflects our recent innovations and strength in our Twilio Segment offering and go-to-market investment,” said Wyatt. “Segment offers customers unique and innovative features infused with AI capabilities that deliver customer value across a wide range of use cases spanning marketing, personalisation, 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.”
In addition to its achievements in the B2C sector, Twilio was also named a Major Player in the IDC MarketScape: Worldwide Customer Data Platforms Focused on B2B Users 2024-2025 Vendor Assessment.
