Complete registration, grab a coffee, and sync with fellow builders before we kick off the day.
Join Twilio executives as we pull back the curtain on our latest platform vision and product launches. Moving beyond the traditional roadmap, this session delivers live engineering demos, the design principles behind "wondrous" UX, and a look at the mission-critical tools powering the world's most ambitious workflows.
The Builder Keynote will go deeper into the Twilio platform, taking you behind the scenes of what you at the Visionary Keynote. You'll hear about how we're improving and expanding the Twilio fundamentals, and we'll get into the "how" of building on the Twilio platform. Be prepared for fun, some surprises, and maybe a few "undocumented features" - and no one will get lost in the cloud... we hope.
Dr. Catherine Ball guides audiences through the next wave of technological evolution, where emerging innovations are poised to redefine industries, society, and the human experience. This future-focused keynote explores cutting-edge technologies like AI, quantum computing, biotechnology, and space exploration, offering a vital call to action for businesses to harness these advancements responsibly. How can organisations stay ahead of the curve in an era of constant disruption?
Most AI platforms stop at generating a response. Genspark built "Call for Me," an AI agent that places real outbound phone calls, holds the conversation in whatever language the other side speaks, and returns a summary. That sounds simple until you try to do it in 40+ countries at once: every market brings its own number provisioning rules, telecom regulations, and data residency laws, and none of that is AI work. This session walks through how Genspark used a single Voice API to take that infrastructure burden off its engineering team, scale call volume from 10 to over 800 a day, and keep call quality and compliance consistent everywhere.
What you'll take away:
- How to run AI voice agents across dozens of countries without building local telephony infrastructure in each one.
- How Twilio Voice and Twilio’s platform reliability enable global reach.
- Interactive demo of the architectural build showing low latency outbound agents via Conversation Relay, intelligent contextual handoffs under heavy load, and automated Flex dashboards.
Most retailers treat online and offline customer data as separate problems. Reliance Retail didn't. Starting with Tira, its omnichannel beauty platform, Reliance built a unified customer profile in Segment that now powers real-time, in-person recommendations through its beauty assistant IRA, and has scaled that same foundation across other business units despite legacy systems like POS never being built for it. This session walks through how Reliance is now pushing that foundation further with AI: forecasting fashion trends from social and competitor signals tied to a customer's "fashion passport," and automating post-order support and returns processing using the same customer profile data.
What you'll take away:
- How Reliance unified online and offline customer data into a single profile, and what it took to bridge legacy systems like POS into that setup.
- How a single CDP foundation scales across business units instead of being rebuilt brand by brand.
- Reliance's vision for a unified cross-brand customer profile, and why it's a model worth watching for any multi-brand retail or CPG organisation
Almost every company is running an AI pilot, but very few have successfully rolled it out across multiple countries. The jump from a small, successful test to a fully automated customer experience that works across a fragmented global footprint is where most projects stall. This panel delivers a candid post-mortem on what it actually takes to scale automation across the diverse APJ region. We will address the real-world engineering and operational challenges that teams face: managing data speeds, handling localised regulations, preventing broken handoffs to human staff, and securely connecting AI to your backend systems so it can actually execute tasks. Walk away with a battle-tested blueprint to rescue your projects from pilot purgatory and build an automated customer experience infrastructure that works at scale.
Unforgettable customer experiences don't happen by accident - they rely on an invisible architecture of trusted data, unified systems, and intentional processes. Wrapping up the day's discussions, this talk zooms out to the overarching leadership challenge: How do we build organisations capable of turning complex technology into effortless customer moments?
The best ideas happen at the intersection of conversation and play. End the day at our interactive reception - test-drive new features, challenge our technical experts with your toughest architecture questions, and connect with fellow builders over drinks and bites.
