Building the next generation of journeys

Twilio Engage has unveiled a redesigned Journeys architecture to address the growing complexity of B2C and B2B use cases by offering precise, scalable, and context-rich personalization in real time without extensive engineering resources. The new features, now in public beta, include Event-Triggered Journeys, which leverage intent signals to manage transactions like shopping cart abandonment with personalized messaging, and contextual payloads that integrate data from multiple sources for a comprehensive customer profile. This architecture also enhances observability and usability, allowing businesses to visualize customer interactions with clear audit trails and activity paths. These capabilities aim to transform Engage into a robust data orchestration layer within the Twilio Segment customer data platform, enabling businesses to increase conversion rates through timely and relevant customer engagements.