Reports

Inside the Conversational AI Revolution: How to Win The Race to Deliver Exceptional Experiences

Research on what customers really want from conversational AI, and how businesses are building trust, efficiency, and loyalty in the age of automation.

Twilio named a Leader in the 2025 Gartner® Magic Quadrant™ for CPaaS

Twilio is recognized for its Ability to Execute and Completeness of Vision.

5 trends shaping the future of retail

Retail is undergoing a profound transformation, becoming more conversational, creative, and contextual. Voice technology and AI are at the centre of this evolution, making shopping more accessible while enabling brands to meet customers exactly where they are, whether that’s through an AI agent, a social platform or a smart appliance. This report explores five key trends shaping that future: The Consumer Agent Economy, Beneficial Intelligence, Dreams Unbound, Business as Social, and Contextual Commerce.

5 trends shaping the future of travel and hospitality

This report explores five key trends shaping the future of the industry: AI Genies, Serendipity Seekers, Rooted Roads, Right to Roam, and Signature Stays. Together, they reveal how behavioural shifts and emerging technologies are redefining how people plan, book, explore, and engage with the world around them.

2025 State of Customer Engagement Report

Global consumers and business leaders reveal how AI, personalization, and other trends are reshaping digital customer engagement in 2025 and beyond.

Twilio Named a Leader in Omdia Universe: CEP, CDP and CPaaS, 2025

Twilio has been recognized across three key Omdia Universe Reports, solidifying our position as a Leader in Customer Engagement, Customer Data Platform, and Communication Platform as a Service.

2022 State of Customer Engagement Report

Learn about the latest digital customer engagement trends from more than 3,400 business leaders and 4,500 consumers across the globe.

2023 State of Customer Engagement Report

Learn about the latest digital customer engagement trends from more than 4,700 business leaders and 6,000 consumers across the globe.

2024 State of Nonprofit Digital Engagement Report

Explore AI and digital adoption trends for nonprofits, public sector, and 501(c)(3) organizations in healthcare and education.

Consumer Preferences Report

Improve your customer communication strategy with insights and data from 3,900 global consumers in Twilio’s latest Consumer Preferences Report.

Evolving Healthcare Ecosystem

Uncover the secrets of engaging healthcare communications and learn how industry leaders meet evolving healthcare needs. Drive exceptional patient engagement with proven strategies. Download now!

The Customer Data Platform Report 2025

Drawing on anonymized insights from thousands of Twilio customers, the Customer Data Platform report explores how companies are using CDPs to unlock the power of their data. We examine the trends shaping the ecosystem, and highlight the tools driving us forward.