Twilio Segment Unveils Journeys, A Customer Journey Builder For Today’s Customers


Twilio Segment announced the launch of Journeys, a new product built on the Segment CDP that allows marketers to easily build sophisticated customer journeys and orchestrate personalisation at scale, through every channel, and across their entire customer experience stack. A customer journey is the complete experience a customer has while interacting with a brand, over time, and across channels. Adding the capability to design the customer journey is Twilio’s next step in building a customer engagement platform.

“Today’s customer journey applications are off-the-shelf products, built on legacy SaaS platforms that cannot deliver the flexibility, scale, or breadth needed to power world-class customer experiences in the digital era,” said Peter Reinhardt, CEO of Twilio Segment. “Built on Twilio Segment’s Customer Data Platform, Journeys takes a new approach that gives businesses the ability to quickly and easily build highly personalised customer journeys based on the most trustworthy and up-to-date customer data possible.”

As the world sheltered in place during the pandemic, businesses underwent massive digital acceleration, speeding up their digital transformation roadmaps so they could serve customers online. Consumers quickly adapted to these new digital interactions, and now their expectations for personalised, relevant interactions with brands are higher than ever.

The stakes could not be higher. According to Twilio Segment’s recent State of Personalisation Report, 85 per cent of businesses believe they offer personalised experiences, but only 60 per cent of consumers think brands are actually providing them. Failing to provide highly personalised experiences has consequences well beyond inefficient marketing spend, such as a loss in customer loyalty and market share.

Part of the challenge in meeting these expectations is that companies are often hampered by ineffective customer journey building tools that are built on incomplete or inaccurate data. Without accurate, up-to-date data, brands have significant blind spots while engaging with customers, building experiences based on limited information and only on a few channels.

Today’s journey builders focus on owned marketing channels over omnichannel experiences; one-way messages rather than continuous conversations; and short-term campaigns instead of long-term engagement. This not only leads to siloed workstreams and inefficient marketing spend, but it also leads to a loss of customers, who are left with poor experiences thanks to generic or inconsistent messaging and irrelevant and annoying offers.

These problems are compounded by the complex, growing customer experience stacks currently required today to deliver great customer experiences. Unifying all customer channels, from email to support, advertising to analytics, is crucial for companies to deliver a truly omnichannel, differentiated experience over competitors.

Also Read: CDP or DMP, What Rules Customer Data Management?

Introducing Journeys

Almost 43 per cent business owners say getting accurate customer data for personalisation is a challenge for them. Journeys solves this issue. Unlike other journey builders on the market, Journeys is built on top of Twilio Segment, meaning customer journeys are built on clean, real-time first-party data from dozens of customer touchpoints. This gives companies confidence and control over all of their customer interactions.

With Journeys, Segment users can orchestrate highly sophisticated customer journeys to deliver meaningful personalisation campaigns on any channel, at scale, and across 300+ applications with just a few clicks. This delivers a consistent experience across all channels that evolves based on a customer’s actions, preferences, and feedback.