{"id":73717,"date":"2025-09-12T13:00:45","date_gmt":"2025-09-12T12:00:45","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73717"},"modified":"2025-09-11T19:39:07","modified_gmt":"2025-09-11T18:39:07","slug":"twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/","title":{"rendered":"Twilio’s New Vision: \u201cTo Become the Customer Experience Layer of the Internet\u201d"},"content":{"rendered":"

Twilio CEO Khozema Shipchandler<\/strong> has outlined the company\u2019s vision to “become the customer experience layer of the internet.”<\/p>\n

In an interview with The Motley Fool<\/a>, Shipchandler explained that, moving forward, he expects the CX layer to become a standard aspect of the communications tech stack.<\/p>\n

But what exactly is the CX layer? The Twilio man explained how most organizations already rely on cloud-based communications platforms to connect with customers and manage vast amounts of consumer data in dedicated warehouses. All the while, contact centers are increasingly adopting AI to maximize the potential of that data.<\/p>\n

However, for Shipchandler, all these elements only become truly valuable when orchestrated into meaningful, personalized engagements.<\/p>\n

That is where the CX layer comes in.<\/p>\n

It acts as the connective tissue between communications, contextual data, and AI, ensuring that every customer interaction, whether via text, voice, or email, is informed, relevant, and loyalty-building.<\/p>\n

In Shipchandler\u2019s view, this layer will become indispensable because “every single customer interaction requires a communications event in some way.” He continued:<\/p>\n

Increasingly, to be relevant in this new world, you\u2019re going to have to use contextual data in which it\u2019s evident that you know the details of your consumers, so that you can ultimately serve them better and create more loyalty. That\u2019s the infrastructure and the platform that we\u2019re building out.<\/p><\/blockquote>\n

For Shipchandler and Twilio, the CX layer will ensure that this contextual intelligence is seamlessly embedded into interactions, making them smarter, faster, and more personal.<\/p>\n

Twilio\u2019s CEO on Expansion Opportunities, Remote Working, & Microsoft Collaboration<\/h2>\n

Twilio is backing up this CX layer vision with big numbers. While the company currently generates around $5BN in annual revenue, Shipchandler believes Twilio can capture a sizeable portion of a $160BN total addressable market (TAM) by 2028.<\/p>\n

He notes that while competitors tend to offer point solutions, Twilio\u2019s platform-agnostic approach, global reach, and extensive developer ecosystem allow it to scale across industries, channels, and geographies.<\/p>\n

According to Shipchandler, this ability to connect the dots between communications, data, and AI also underpins Twilio\u2019s expanding network of strategic alliances.<\/p>\n

At the company\u2019s Signal Conference in May, Twilio announced a multi-year partnership with Microsoft to accelerate the adoption of conversational AI.<\/p>\n

The joint effort will see the two firms co-developing new capabilities on Microsoft\u2019s Azure AI platform, bringing enterprise-grade security and compliance alongside Twilio\u2019s API-first model.<\/p>\n

Yet, alongside the big market opportunities and partnerships, Shipchandler stressed the company\u2019s focus on culture and talent.<\/p>\n

Twilio has shifted away from a heavy reliance on share-based compensation, introducing more cash incentives in response to employee feedback about stability.<\/p>\n

At the same time, it has fully embraced a remote-first operating model, a stance that sets it apart from many peers.<\/p>\n

Shipchandler highlighted the benefits of this approach, noting that it allows Twilio to recruit from a broader, more diverse talent pool without forcing employees into traditional office hubs.<\/p>\n

“If I\u2019d insisted that they come to San Francisco, they wouldn\u2019t be working here,” he remarked, referencing senior leaders based in Phoenix, Seattle, and New York.<\/p>\n

I think it’s been a real advantage for us, and I’m really proud of the way in which we’ve embraced remote-first work.<\/p><\/blockquote>\n

By aligning its cultural practices with its technological ambitions, Twilio aims to create not only a durable business model but an environment where innovation can thrive.<\/p>\n

As it pulls its Communications and Segment businesses closer together and builds that customer experience layer of the internet, hopefully, that innovation will become increasingly differentiated.<\/p>\n

With solutions like Conversation Relay<\/a>, that differentiation is starting to creep through, while the recent Gartner Magic Quadrant for CPaaS<\/a> highlighted several other examples.<\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Twilio CEO Khozema Shipchandler has outlined the company\u2019s vision to “become the customer experience layer of the internet.” In an interview with The Motley Fool, Shipchandler explained that, moving forward, he expects the CX layer to become a standard aspect of the communications tech stack. But what exactly is the CX layer? The Twilio man […]<\/p>\n","protected":false},"author":4983,"featured_media":73718,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61016],"class_list":["post-73717","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-analytics-intelligence","tag-artificial-intelligence","tag-ccaas","tag-customer-engagement-platform","brands_to_track-twilio","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"\nTwilio's New Vision: \u201cTo Become the Customer Experience Layer of the Internet\u201d - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Customer Analytics & Intelligence news including Artificial Intelligence, CCaaS, Customer Engagement Platform and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Twilio's New Vision: \u201cTo Become the Customer Experience Layer of the Internet\u201d\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Customer Analytics & Intelligence news including Artificial Intelligence, CCaaS, Customer Engagement Platform and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-12T12:00:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Twilio-vision.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Twilio’s New Vision: \u201cTo Become the Customer Experience Layer of the Internet\u201d\",\"datePublished\":\"2025-09-12T12:00:45+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/\"},\"wordCount\":632,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Twilio-vision.jpg\",\"keywords\":[\"Artificial Intelligence\",\"CCaaS\",\"Customer Engagement Platform\"],\"articleSection\":[\"Customer Analytics & Intelligence\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/\",\"url\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/twilios-new-vision-to-become-the-customer-experience-layer-of-the-internet\/\",\"name\":\"Twilio's New Vision: \u201cTo Become the Customer Experience Layer of the Internet\u201d - 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