Twilio's CEO Discusses Company's Growth and Innovation

Twilio's CEO emphasizes disciplined operations, innovation bets, and organizational changes to drive personalized consumer experiences and accelerate growth trajectory.

### Twilio's Growth Trajectory Under New Leadership
* 📈  Twilio's new CEO highlights a shift towards **more disciplined and rigorous operations**, with a focus on **innovation to drive growth**.
* 🏢  The company has reorganized into distinct business units for communications and segments, aligning metrics and **providing better investor transparency**.
* 👥  The changes were partly influenced by activist investor interest, with a focus on **financial discipline** and **accelerating top-line growth**.
* 🤖  Twilio is leveraging AI and contextual data to **personalize customer experiences**, particularly in **voice intelligence and verification products**.
* 📊  The CEO acknowledges it's still early days for AI-driven growth, but emphasizes the **potential for more engaging customer interactions**.
* 💬 " We're starting to see some real signs that this combination of **communications, contextual data, plus A.I.** is starting to get some **traction**.
* 💼 " We're more optimistic about our ability to **accelerate top-line growth** over time.
* 🌱  The company's growth strategy is centered on delivering what customers want, particularly in the realm of **contextual data and personalized interactions**.

A big focus on growth, growth that's
coming in the second half. Growth that is kind of evident now.
But this is the first time you and I have been able to speak since you've
been CEO. So what have you done to change that
growth trajectory? Yeah, thanks for having me.
I would say, you know, we're just running the company with a lot more
discipline, a lot more operating rigor. And as it relates to growth in
particular, I think we've been very focused on some of the innovation bets
that we've been making. And I think perhaps most encouragingly,
we're starting to see some real signs that this combination of communications,
which we're the leader in, contextual data, which we're also the leader in,
plus A.I., that that combination to drive really personalized experiences
for consumers vis-a-vis the customers we support is starting to get some
traction. There's been a lot of emphasis as well
on sort of reorganization.

What does the company Twilio look like now under the changes you've made? Cosma? Look, I think the company organization is in pretty good shape, actually. But a year or so ago, we took steps to, you know, kind of get our cost base in shape. But on the flip side, we also wanted to be really focused in the areas in which we wanted to grow. And so we have a communications business that we established at that time as kind of a proper business unit. We did the same thing with our segment business, establishing that with a proper business unit, they've got kind of an aligned set of metrics. And I think the benefit of that is, is that it also allows for a certain level of disclosure that investors were also asking for. Cosma It is important to note that where we are today is in part the result of activist investor interest in the company. You know, you seem to have responded to

that positively and taken action.
Would you just update the audience that's familiar with Twilio where we
stand, please? Yeah, I just think fundamentally, like
we're trying to run the company. Well, right.
I mean, I think that's something that every single one of our shareholders
want. It starts with financial discipline. You
know, being smart about the bets that we're making, obviously re accelerating
top line growth over time. We see positive signs about our ability
to do that. We're more optimistic about that.
I think operating rigor, just kind of the internal mechanics of the company, like
doing that well, delivering on the things that we said we would do and
actually, you know, going and doing those things.
And then I think when it comes to innovation, just being really focused,
you know, so we're taking a handful of bets.
As I mentioned, one of those is really around this notion of contextual data,
using that as a means to combine it with

communications to drive interactions on the other side, like, you know, we serve customers ultimately, and customers keep telling us that's what they want. And I think that's ultimately what's going to yield the success of the company as well as for our shareholders. Contextual data. But when we talk about A.I. and will have a lot of it plays on what you're good at. Right. Voice intelligence, verify those products. Have you seen an AI driven acceleration or are you just saying we've been doing this a while, guys? I think it's kind of early days, to be honest with you. But, you know, the nature of it is sort of in the the product vernacular that you just referred to. Right. So voice intelligence, Right. I mean, it's a little bit different than from where we were, let's say, a few years ago. Like actually what's taking place inside these calls now is the ability to harvest some of the data, always with

consumer consent, I might add, but
harvest the data inside those interactions to pick up key words, feed
that back into an AI engine such that that information can be used to both
make that particular conversation more interesting, more engaging for one of
the consumers that our customers are engaging with, as well as at the same
time taking that data and feeding it back in so that over time that results
in a more delightful customer engagement.

Twilio Gains After Positive Results and Outlook

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Twilio's CEO on Driving Company Growth and Innovation

Twilio's new CEO has implemented more discipline and operating rigor to drive growth, with a focus on innovation and personalized customer experiences.

The company has reorganized its business units to align with growth priorities and provide the transparency investors have been seeking.

The changes in Twilio's trajectory are also partly influenced by activist investor interest in the company.

Twilio is prioritizing financial discipline and accelerating top-line growth.

The company is also emphasizing operating rigor and delivering on its promises, while staying focused on innovation, particularly in the area of contextual data.

The Impact of AI on Customer Interactions

AI is becoming increasingly important in driving customer interactions, particularly through voice intelligence and product verification.

The speaker believes it is still early days for AI acceleration, but acknowledges the significant changes in call data harvesting.

Customer feedback is emphasized as crucial for the company's success, indicating a focus on meeting customer desires.

Using Consumer Data to Enhance Customer Engagement

Companies use consumer data to make interactions more interesting and engaging for customers.

By harvesting and analyzing key words from conversations, they can improve the overall customer experience.

This process not only benefits the current conversation but also leads to more delightful customer engagement over time.