Mastering Customer Engagement & AI with Behavioral Science

May 21, 2024 at 09:00 AM PDT

Mastering Customer Engagement & AI with Behavioral Science

2024 brings with it unprecedented technological advances and excitement – as well as uncertainties. In the aftermath of a year marked by the transformative promise of AI, its practical value is becoming increasingly evident, despite ongoing concerns about governance and application. This unfolds against the backdrop of a challenging economic environment, underscoring the need for businesses to show that their investments are generating ROI. 


In this crucial moment, what will your business embrace and implement? According to Twilio’s 2024 State of Customer Engagement Report, 76% of businesses say delivering personalized customer engagement is a high or critical priority. Leaders expect their investment in digital customer engagement to increase by 133% by 2027 – so pinpointing where it will have the greatest impact is essential. 


Join us as we welcome Kristen Berman, behavioral scientist and co-founder of Irrational Labs, a leading behavioral design firm, alongside Dave Esber, Sr. Director of Product Marketing at Twilio. We’ll dive into the science of decision making and understanding why your customers do what they do. You’ll learn how to apply these insights to guide investments, optimize customer experiences and boost your bottom line. 

You will walk away with an understanding of:
  • How to leverage customer psychology to build valuable user experiences that drive customer growth and boost retention
  • The role of AI in digital customer engagement and where to focus your efforts and investments
  • How to help your company and employees think like behavior scientists
Speakers
  • Kristen Berman
    Behavioral scientist and co-founder of Irrational Labs
  •  Kristen Berman

    Kristen Berman

    Behavioral scientist and co-founder of Irrational Labs
    Kristen Berman is a prominent behavioral scientist and co-founder of Irrational Labs, a leading behavioral design firm in Silicon Valley. Irrational Labs partners with top companies such as Intuit, LinkedIn, Airbnb, Meta, and Microsoft to drive behavior change for the greater good. Kristen's expertise in behavioral economics began as a founding member of the behavioral economics group at Google, where she worked with over 25 teams to launch innovative interventions and as a co-founder of Duke University's financial decision making lab, Common Cents.
  • Dave Esber
    Senior Director, Product Marketing
  •  Dave Esber

    Dave Esber

    Senior Director, Product Marketing
    Dave Esber leads communications platform product marketing at Twilio, where he focuses on opportunities for developers and enterprises use digital customer engagement to drive business outcomes. Since joining Twilio in 2017, Dave has focused on evangelizing customer successes and educating businesses on the value of multichannel communications.
Breakout Session

Measuring the performance and ROI of your omnichannel customer engagement

The 2024 State of Customer Engagement Report highlights the numerous benefits of personalizing engagement by communicating on a customer’s preferred channel. But how can you measure the effectiveness of your omnichannel efforts and calculate ROI?
Join this session to learn:
  • How to measure the performance and ROI of your omnichannel communications whether for marketing, alerts, or notifications.
  • How to calculate a dollar value for non-revenue generating communications such as appointment reminders or delivery notifications.
  • Key gotchas to be on the lookout for when conducting and presenting your ROI analysis.
Speakers
  • Bill Higbee
    Senior Product Marketing Manager
    Twilio
  • Bill Higbee

    Bill Higbee

    Senior Product Marketing Manager , Twilio

    Bill Higbee is a Sr. Product Marketing Manager at Twilio with 20+ years experience in technical marketing roles that span from startups through enterprise in API, SaaS, and Telecom. In Bill’s current role, he is focussed on helping companies improve the success of their marketing programs by using Twilio’s communication channels such as email, SMS, and WhatsApp in the most effective manner possible.
Breakout Session

Delighting customers and agents with contextual experiences powered by real-time data and Artificial intelligence

81% of brands say they understand customers deeply, only 46% of consumers agree. Explore the critical link between real-time customer context and business success in this session. Dive into the dynamic world of customer data orchestration and discover how it powers artificial intelligence to drive your strategies. Join us to unlock the potential of Unified Profiles and real-time data, offering Identity Resolution for empowered employee interactions and GenAI automations tailored to every engagement. Learn how Agent Copilot, fueled by Unified Profiles, uses artificial intelligence to supercharge employee productivity.
Speakers
  • Philip Borden
    Principal Product Marketing Manager
    Twilio
Save your seat to hear the 2024 insights from The State of Customer Engagement Report!

We can't wait to see what you build.

Add to calendar
Webinar: Mastering Customer Engagement & AI with Behavioral Science by Transform Together