CustomerZone360 NEWS

Free eNews Subscription

Qualtrics and Twilio Expand Partnership, Introduce Real-Time Data-Sharing Solution

By Tracey E. Schelmetic March 15, 2023

Today, customers increasingly expect the deep personalization of their interactions with companies. Customers give up a lot of data when they communicate with companies, and they expect something in return for it; namely, better and more customized customer interactions. Researched commissioned by experience personalization company Twilio found that 62% of consumers expect personalization, saying that a brand will lose their loyalty if their experience is not personalized — meanwhile, 49% will become repeat buyers if personalization is, in fact, offered. Empowered by this new integration, brands can use a unified combination of customer behavior data and overall sentiment data, to create differentiated, personalized experiences that exceed consumer expectations.

Experience management company Qualtrics recently announced an expansion of its partnership with Twilio. The expansion involves the introduction of a new no-code connector that allows real-time data sharing and integration between the Twilio Segment customer data platform (CDP) and Qualtrics’ Experience iD (XiD). The combined view of operational engagement data like content engagement, purchases, user logins and cart abandonments in Twilio Segment with qualitative data like customer satisfaction and effort scores in XiD creates richer customer profiles and more actionable insights. The result, said the two companies, “is new visibility into customers’ experience and the elimination of data siloing.” This is expected to help organizations that have important data scattered across multiple systems owned and managed by different teams.

“Twilio has world-class capabilities to capture interaction data and put it to use,” said Brad Anderson, President of Qualtrics Products and Engineering. “Our partnership combines the behavioral signals captured by Twilio Segment with Qualtrics XiD, providing customers with an understanding of the key factors impacting their customers' experience by analyzing both structured feedback and unstructured feedback using Qualtrics conversational analytics.”

This is the first Qualtrics connector to a CDP that provides a no-code integration. This new connector builds on previous Qualtrics and Twilio integrations that make it easy to capture instant feedback via SMS or WhatsApp or automatically send Qualtrics Delighted surveys and sync response data in Twilio Segment. Additionally, Twilio Segment customers now have free access to the Qualtrics Delighted-Segment integration and participants in the Segment for Startups program will now have discounted access to Qualtrics Delighted.

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Five9 and Invoca Solution Offers Pre-Call Insights

By: Greg Tavarez    3/29/2023

PreSense combines the power of Five9 Intelligent CX Platform with Invoca's conversation intelligence technology to give contact center agents visibili…

Read More

CUSTOMER Magazine Announces Winners of 3rd Annual Voice Technology Excellence Awards

By: TMCnet News    3/29/2023

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend.

Read More

Verneek Co-Founder: One Quin Provides AI Support Unavailable on Alexa, Siri, ChatGPT

By: Greg Tavarez    3/29/2023

Verneek, known for delivering Consumer Experience AI to enterprises, launched One Quin to accurately answer personalized consumer questions through vo…

Read More

90% of Consumers Concerned About Poor Vendor Security in 2023

By: Stefania Viscusi    3/24/2023

The majority of consumers are worried about the potential negative impact that poor vendor security could have on their lives in 2023.

Read More

The Pros and Cons of Outsourcing for Small Businesses

By: Contributing Writer    3/24/2023

Outsourcing has become an increasingly popular business strategy for small businesses looking to streamline operations, reduce costs, and focus on cor…

Read More