The disruptors are looking inward. Leading companies are reinventing their own products, marketing strategy and tech stack to ensure they’re frontrunners in their market.

Digital Transformation

As customers continue to expand the way they innovate and move more of their customer communications into the cloud, it is critical to have an ecosystem of experienced partners to help deliver success and serve as trusted Twilio Platform advisors. Across every industry and geography, partners help our customers by providing consultative services, development resources, packaged software, and innovation and design support.


BRAIN

Katie Cubillas

Transforming Enterprise Customer Engagement Through Partnerships

Artificial Intelligence (AI) and its most popular subfield, Machine Learning (ML), is all the rage these days. Futurists predict that every facet of our lives and every line of business is going to be transformed by ML. In this talk, we will focus on some of the key insights that every developer should know about ML. Theses insights will range from some of the key ML tools to some of the common fallacies and lessons learned related to the ML process. This is a high-level talk so no matter what your expertise level, you will likely walk away with some amount of learning.


Maeve

Ahmad Khan

10 Things Every Company Should Know About Machine Learning

With modern communications we can reach people on any channel, anytime. But to serve people well, we can’t just speak. We need to listen.  In this talk, learn how Code for America is leveraging NLP to redefine how organizations—governments or for-profit businesses—serve customers. With natural language processing, Code for America is building new understanding about people in the criminal justice system and reducing recidivism.. Trends in SMS conversations between case workers and parolees reveal people’s actual, not assumed needs.


Data

Minnie Ingersoll

Fixing Government Services with Communication

Is the business growing on a large scale? How crucial is being the leader in highly competitive regions? We will talk about measuring customer satisfaction. Why it is important to scale customer center operations alongside the business and how Twilio helps us build scalable infrastructure.


Victoria Mesa Alcorta

Federico Mete

Juan Andres Laura

Scaling the Customer Center Alongside the Business

The race for top technical talent is fiercer than ever. As more roles require increasing technical familiarity and skill, from sales to back office to data science, the race between companies to hire and retain top talent is heating up. Hear from this panel of experts on best practices and approaches to recruit, retain, and develop top technical talent in a highly competitive market.


Desiree Motamedi

Alyson Welch

Doug Landis

Andrea Barrett

Fighting the Talent War to Achieve Digital Transformation Goals

Guest Experience is a top priority at Spirit Airlines, and the end-user experience should be no different. By automating some of the most redundant tasks in the end-user experience, Spirit was able to significantly reduce the time end-users spend on the phone with IT. By leveraging Twilio Studio, this simple improvement not only enables end-users to get working faster, it also allows end-users to spend more time focusing on giving customers a better Guest Experience experience when traveling with Spirit Airlines.


Christopher Murley

Juan Echeverry

Customer showcase: How Spirit Airlines delivers "More Go" with Twilio

In the narrow frame of customer experience, technology offers unparalleled capabilities to transform how, where, when, and why we interact with customers. At Lyft, we use technology to understand customer journeys and context, creating high-quality experiences that solve for the entire customer (not just a transaction) and result in caring resolutions and customer loyalty. Instead of replacing humans, technology is providing us with context and information so we can resolve every customer issue.


Jaime Gilliam-Swartz

How Systems Thinking and Coaching Affects CX

Diabetes patients spend a lot of time thinking about—and monitoring—their glucose levels. Medtronic technology allows patients to see their glucose levels 24/7 right on their smartphones. And using Twilio digital communications, alerts can be set up to notify patients, and their caregivers, of different glucose events. Having access to this information allows users to focus more on their lives, and less on their levels.


Amit Joshipura

Connecting Patients & Caregivers with API Innovations

If you think marketing is a horrible be necessary evil, you're right. And outbound campaigns are the worse example of bad marketing. Massive and not relevant for most people. But it doesn't have to be that way. For B2B SaaS, we can now tell who's in the market for a specific product. We can use 3rd party intent   data and machine learning predictions to create delightful marketing. Outbound messages that bring value to your prospects, or even better, delight.


Guillaume Cabane

Delight Future Customers with Outbound Marketing

Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost optimization, and experience improvement for customers and agents. This presentation details how a chatbot strategy for customer service can create business benefits that transform engagement.


Ian Jacobs

Unlock The Hidden Value Of Chatbots For Your Customer Service Strategy

In this session we're going to leverage some of the best features of Pre-Trained Machine Learning APIs to build an intelligent chat bot integrated with Twilio. I'm also going to show you best practices in deploying applications integrated with Twilio on Google Cloud Functions for a serverless architecture.


Casey West

Building Captain Obvious: Understand Faster with Machine Learning APIs

The widespread popularity of smart speakers and mobile assistants has changed the way people relate to technology. Voice is emerging as a leading interface through which users interact with AI powered customer service and support technologies. Businesses are experimenting with how to leverage technologies like voice and message to create a more seamless customer experience when interacting with AI technologies.  
In this panel, you’ll hear from leaders in the AI powered assistant and customer experience space on best practices for building engaging customer experiences using AI.


Mike McMurray

Pat Higbie

Uday Akkarju

Mike Markette

How to Leverage Voice Assistants and AI to Disrupt Your Business

Traditional voice infrastructure teams follow vendor product roadmaps, features, and timelines. These teams create stable but closed systems that are expensive to run and customize. In contrast, high-performing voice infrastructure teams create API-ready, open, extensible solutions. They make a development plan and set goals while remaining customer- and developer-focused. Join this session to learn the keys to creating a high-performing voice team from the second-largest retailer in the U.S.


Josh Hoium

Target's Guide To High-Performing Voice Infrastructure Teams

Enterprise customers are seeking to build stronger relationships with their own customers, and enable their marketers, business users and developers to deliver personalized and contextual user messages to effectively engage them. This session will describe how Amazon Web Services provides the Amazon customer-centric culture of innovation, key technology building blocks, as well as a user engagement platform to help companies better engage their users.


AIDA

Kadir Rathnavelu

Driving Effective Digital User Engagement

Artificial Intelligence (AI) is neither a new paradigm nor a reimagined buzzword. For the modern digital leader, the growing acceleration in the use of AI is unleashing evolutionary changes that go beyond the superficiality of a paradigm sift or a new metaphor. These changes are fundamentally rewiring both external customer relationships and internal culture and talent for companies of all sizes and competencies. This session explores some of the lessons from AI for digital leaders and provides practical pathways to leverage the emerging opportunities.


Amit Shah

Reimagining AI for Digital Leaders

Rethink everything you know about contact centers. Learn how to transform your customer experience with digital channels, AI, bots, intelligent routing and more using Flex.

Contact Center

During this session, Al Cook (GM of Twilio Flex) will be doing a deep dive into Twilio Flex, covering the vision and roadmap for the product, and showing off a exciting set of features that we can't talk about in this abstract.


Al Cook

Simon Vostry

Twilio Flex at GA, Product Roadmap, and Q&A

If the Programmable UI is the face of Flex, TaskRouter is its brain. Mastering TaskRouter is essential to building your contact center on top of Twilio Flex. During this session, we will cover how TaskRouter works, how to build a couple of common workflows, and give you some tips and tricks on building efficient workflows. We will also cover a set exciting new features that simplify a few common contact center actions.


Wanjun Li

Using TaskRouter with Twilio Flex

Twilio Flex was built to integrate with any CRM — custom or off-the-shelf, on-premise or in-cloud. We'll show you three different approaches to integrating your CRM into Twilio Flex. Specifically, we'll cover:
- Flex's built-in CRM Integration with Salesforce
- Integrating Flex with a non-natively supported CRM
- Pulling in a completely custom CRM into Twilio Flex


Abhijit Mehta

Grace Miller

Chris Jenkins

Anthony Uliano

Three Approaches for Integrating Your CRM into Twilio Flex

PM/Engineer tag-team session covering the basics of Flex Programmable UI Framework.


Tanya Mihnovits

Hando Tint

Unlocking the Secrets of Flex’s Programmable UI

Migrating from an existing solution, whether on-premises or SaaS, to Twilio Flex can be difficult to cutover all at once. For many companies, a gradual migration may be preferable. We’ll cover how to approach incremental migration off of an existing contact center platform, with a deeper dive on how to do so with Cisco UCCE.


Mladen Milanovic

Patrick Kolencherry

Court Swenson

Strategies for Migrating an Existing Contact Center to Twilio Flex

The intersection of AI and Customer Service is one of the hottest topics being discusse. This session covers how to use AI throughout the lifecycle of a customer interaction. We'll walk you through:
- How to build a stellar bot experience with a new Twilio product
- How to incorporate machine learning to improve your routing performance with TaskRouter
- How to use Google's Contact Center AI APIs to enhance agent productivity 


Chris Kendall

Fabio Cardenas

Adam Champy

AI for the Customer Interaction Lifecycle

The latest Twilio products accelerate your roadmap while reducing your engineering sprints. Dive into Twilio-powered artificial intelligence, IoT tech, and omnichannel messaging, as lighthouse customers share their Twilio best practices.

New Products

If you think of a chatbot as a collection of messages and responses, it can be daunting. But with Studio, it can just flow. I’ll walk through my first time to use Twilio Studio to build a payment taking chatbot from scratch to give you an overview of how easy Twilio Studio projects can be.


Clément Sauvage

Tristan Sokol

Serena Wales

Building Bots with Twilio Studio

Most Bot and Assistant projects never reach the real world. There's a lot of PoC's started, but few actually make it. Join this session to learn the secrets to launch omnichannel bots and assistants and learn about the framework to build, roll-out and scale them in the real world.


Nico Acosta

Intelligent Assistants in the Real World

Colossal Cave (Adventure) is the original text adventure, written in FORTRAN IV. We explore the program using  software archaeology and run the original code with a Python interpreter for FORTRAN. We can then use the Understand Team’s Assistant API to build a natural language layer, allowing a player to play the game using standard spoken English.


Christopher Swenson

AI for Colossal Cave Adventure

Grubhub’s Cloud and Infrastructure team will walk you through their approach to solving critical business problems from evaluation to implementation using their Masked Communications project as a case study.


Elisa Bellagamba

Samuel Raghunath

Akhil Karanth

How GRUBHUB enabled Anonymous Communications with the Proxy API

WhatsApp was designed as a pure peer-to-peer messaging network with end-to-end encryption between devices. Rather than hitting a central API, WhatsApp business messaging requires hosting, managing and scaling Docker containers that emulate “devices” on the network. In this talk, we’ll dig into how we built the processes, infrastructure and orchestration necessary to reliably do this at scale. We’ll hear from Deliveroo on how they were able to integrate WhatsApp notifications in just a few weeks and the impact it’s had on their business.


Jarvis

Julie Laver

Brett Meyer

Anne Byrne

Aimee Ruddy

Rahma Javed

How we built the Twilio API for WhatsApp

Every day, we hear about a new breakthrough in Machine Learning research that proclaims great advances in areas like Text Classification and Natural Language Understanding. In this talk we’ll examine the challenges, disappointments and rewards of taking promising research work, applying it to the problem at hand and building production systems that serve real customers. We’ll take a journey through the processes of demystifying research papers, performing structured experiments, laying resilient data pipelines and assembling scalable production systems.


Karthik Halukurike

Machine Learning: Research to Production

Master Twilio’s core products under the tutelage of Twilio’s engineering team. Hear from Twilio customers who implemented Twilio’s APIs to build innovative solutions for their customers.

Twilio Products 101

Sending a text from your app is a relatively trivial task these days. Integrating messaging as part of a business workflow, however, is a different story. For this session, we’ve benchmarked how Twilio customers have architected their messaging applications. We’ve used that data to build out live demos so you can see how to: deliver time-sensitive notifications, segment your notifications, use different messaging channels, handle replies, and extract intelligence


Bishop

Peter Tan

Pranav Deshpande

What Can You Do With Programmable Messaging

No longer do you have to suffer using a third-party app to use Video in your organization. Now with Twilio Video you can embed up to 50 participants into a Video call, right from within your software. Learn what you can do with Twilio Video and how to do it with a live-coding demo.


Justin Pirie

Kedar Toraskar

What You Can Do With Programmable Video

Whether you want to instantly provision phone numbers, initiate and terminate phone calls from multiple endpoints, control what happens in a phone call, or extract meaning from phone calls, it’s all possible with Twilio Voice APIs. In this talk you’ll hear examples of how Twilio customers are using our Programmable Voice building blocks to create custom calling experiences for a number of differrent use cases.


Jake Kanter

Kevin Krier

What You Can Do With Programmable Voice

Programmable Wireless is Twilio’s first physical product, SIM cards for IoT connectivity. Join this session to hear more about the IoT, specifically  cellular-connected IoT and see a live demo of Programmable Wireless in the wild. 


WALLE

Vanessa Thompson

Jon Davis

What Can You Do With Programmable Wireless

Government works best when it communicates authentically. But if you’ve called Congress, you likely had a dissatisfying experience. The OpenGov Foundation/Article One Technologies team are reinventing communications between people and government with serverless voice, SMS and machine learning. Article One enables elected officials to receive, understand, and respond fast, effectively and authentically. Want a more responsive and trustworthy Congress? Start with better communications.


Seamus Kraft

Aaron Ogle

The Future of Communicating with Congress

By 2030, 40 million children will be from low-income, immigrant families in the US. TalkingPoints enables teachers to engage these parents in student learning through a multilingual SMS platform, facilitating 5 million+ conversations. We’ll share lessons from scaling multilingual SMS that achieved higher engagement for 87% of users. Learnings include: how to triage and prioritize message content for translation, optimize number pools for delivery, and analyze sentiment to increase engagement.


Nancy Lee Bromberger

Scaling Multilingual Conversations for More Equitable Education

Phone verification seems like a simple thing to build on Twilio right? Create a random code, send it via SMS and then check it? Not so fast! Building a successful and scalable verification solution requires deep knowledge of carrier filtering rules, geographic regulatory requirements, translations, managing a pool of numbers, shortcodes and alpha senderIDs and so on. In this session Dan Killmer will walk through how to use the new Twilio Verify API to avoid problems with building, maintaining and monitoring your own solution from scratch.


Dan Killmer

Building Phone Verification at Scale

For folks that are already leveraging Twilio, this session is an opportunity to go deeper.  Twilio experts will guide you in architecting specific solutions to complex problems.  Expect code, lots of it.

Twilio for Experts

DoSomething.org interacts with millions of young people over SMS to drive social action and volunteering. In 2017, we moved our messaging operations from our vendor of eight years to Twilio. We'll share big lessons in designing architecture for major scale, tackling bottlenecks, and analyzing and managing deliverability. We’ll also share learnings from our 2018 voter registration campaign.


Matthew Holford

SMS at Scale: Features & Face Palms

We’ve come a long way since introducing Twilio Video at SIGNAL 2015. We’re going to recap the recent major ships and do a deep-dive of what’s coming next for Twilio Video to make your apps even more awesome.


Luis Lopez

What's Next for Twilio Video

Building with Video adds a new level of complexity to most software. Learn the secrets of how to build an engaging yet powerful video experience into your software from scout’s product manager Aemen Hussain. Aemen will share her team’s journey from idea to implementation, their decision to build on Twilio and a few best practices for creating with a complex, live video product. dscout’s contextual insights platform is a staple for research and product teams at the world’s most innovative companies.


Aemen Hussain

How to Build the Best Video Experience into your Software

Toll fraud leads to $10 billion in revenue losses a year and is growing fast. Join us as we explore the problem of toll fraud and share some details around the fraud prevention platform that we are building to help stay ahead of fraudsters. We'll also share with you best practices for ensuring your voice application and your customers are protected.


Stephen Wai

Tim Beyers

How Fraudsters Can Abuse Your Voice App and What You Can Do About It

Learn how Twilio uses Voice Insights data to drive continuous improvement, and how you too can can use Voice Insights to identify emerging issues, understand behavior changes, and reduce time to restore service to users.


Michael Carpenter

Scott Haines

Save the day with Voice Insights: Identify and Respond to Call Issues

In this session Twilio will talk about how we deliver enterprise class and enterprise scale voice connectivity globally through our Super Network. Our goal is to help Twilio customers to compare and contrast Twilio's Super Network to traditional common carriers and to understand why Twilio's approach to global connectivity is ideally suited to the needs and aspirations of our customers.


Doug Gardner

How we built our Super Network

The first challenge to an incoming call to your call center, is making sure you are confident the caller is who they say they are. For years call centers have asked customers to remember security questions, or repeat personal information such as a selection of digits from their social security number. This process is old, slow and frustrating. However with Twilio Flex, we have much more modern methods of authentication to simplify not only inbound, but also outbound calls.


Simon Thorpe

Julian Cantillo

How to Authenticate Callers and Prevent Social Engineering Attacks Using Twilio Flex

The global SMS network can be an unforgiving place at times. Routes can go down because of carrier outages, messages can get delayed and even dropped completely, and local regulations can change at the drop of a hat. Detecting these issues before they affect your customers can be extremely challenging. In this session, you’ll hear about the systems and processes the Twilio Super Network uses to proactively detect and solve SMS deliverability issues to ensure our customers can always deliver their business-critical messages.


Lee Humby

How the Super Network Solves SMS Issues at Scale

Twilio’s two-factor authentication API, Authy, was launched in 2012 and is now used by Twitch, Gemini, Indeed, SendGrid, Pinterest, VMWare, NameCheap and Transferwise. We’ve learned a lot about how 2FA works in the real world and in this session we will go through our best practices on implementing 2FA into your applications. Do you make 2FA opt-in or mandatory? How do you easily enable 2FA for users? What method is the best? SMS, voice, TOTP, push? How to failover to another method? All these questions and more will be answered.


Josh Staples

Lucas Vidal

2FA Implementation Best Practices

Twilio is now the only CPaaS provider that offers PCI compliance for our Programmable Voice product. Learn how you can securely capture credit card payments over the phone using Twilio <Pay> and our Payment Provider Marketplace.


Kris Gutta

Romain Huet

Enabling new payment experiences with Stripe and Twilio <Pay>

Voice continues to be a powerful channel for driving customer engagement. Regardless of whether a customer is calling into a support contact center or an advertised phone number on a web page, businesses that can provide an intelligent, intuitive voice experience for both customers and agents are driving real business value and seperating themselves from their compeitors. In this talk you will hear how a multinational financial institution (ING Bank), a fully integrated, end to end marketing and sales platform (Centerfield), and a leader in the online travel space (Momentum Travel) are using technology to change their respective industries by building solutions with Programmable Voice.


Jeroen Visser

William Syms

Eugene Kovnatsky

Leaders Panel: Using Voice as a Channel for Customer Engagement

Engaging learning experiences no longer need to be siloed into a standalone tool. When virtual collaboration technologies are integrated into business platforms and aligned to business goals, better outcomes emerge. Learn how a team at F5 Networks used Twilio Video and Chat to build a tailor-made virtual classroom enabling F5 to disseminate technical expertise more effectively. Codi will also share tips, tricks, and design patterns to accelerate your adoption of Video and Chat APIs.


Codi Fiman

Rethinking Virtual Learning: How F5 Built an Immersive Technical Training Platform with Twilio Video

So, you’ve integrated Twilio Video into your product or service…great! Now, ensure that your users have the best video experience possible. In this talk, you’ll learn tips, tricks, and best practices for ensuring that your users have an optimal video experience.


Jacinda Shelly

Bryan Wokich

Setting Your Users Up for Success With Twilio Video

Seamless voice communication between drivers, couriers, and passengers is vital for Uber's business. Uber's customers and driver partners contact each other in   over 600 cities across more than 50 countries. In this talk, Gagan and Anwaya will talk about how Uber is developing in-app voice calls to make communications easier and safer for its customers while complying with the   disparate telecom regulations all over the world. 
