The Total Economic Impact™ of the Twilio Platform

In April 2026, Twilio commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to assess the value of investing in the Twilio platform, which aggregates data from interviews with decision-makers in various industries. The study revealed that using multiple Twilio products, such as Messaging, Email, and Voice, along with Segment CDP, significantly enhances customer engagement, leading to a 190% ROI and $12.5 million in net present value over three years for a composite organization. Participants reported improved conversion rates, streamlined authentication processes, increased productivity, and substantial cost reductions by consolidating legacy systems into the Twilio platform. Furthermore, the platform's flexibility allows for customization that accelerates innovation and builds customer trust. Real-world feedback from industry leaders underscores the platform's transformative impact, with notable improvements in call delivery rates and authentication success rates. The report emphasizes the necessity for organizations to adopt adaptable and reliable solutions like Twilio to meet evolving consumer expectations and secure a competitive advantage in the market.