2025 State of Customer Engagement Report

Customer expectations are changing fast - and falling behind isn’t an option. Twilio’s latest 2025 State of Customer Engagement Report shares the key trends defining the future of AI, personalization, and customer relationships.

Here's a glimpse of what you'll find inside:

AI’s dual role: It’s reshaping personalization — but are you using it in ways that benefit both your business and customers?
Personalization expectations: Even with AI, we’re not in the golden age of personalization. What’s holding us back?
Trust and transparency: What actually builds consumer trust in 2025?
Tech stack evolution: How are leading brands balancing innovation with efficiency

Get the answers to these questions - plus the insights you need to transform your engagement strategy and build smarter, faster, more human connections

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