Twilio Honors Innovators in Customer Engagement with 2026 Excellence in Engagement Awards

In the current competitive landscape, customer experience is paramount. According to Twilio's research, a staggering 71% of consumers are willing to abandon a purchase if the experience does not feel relevant. This statistic underscores the necessity for brands to prioritize personalized, real-time engagement to foster loyalty and retention.

Chris Koehler, Twilio’s Chief Marketing Officer, remarked, "These businesses join the ranks of iconic brands such as Best Buy and Rocket Mortgage and represent the future of what best-in-class customer engagement looks like." He emphasized that the award-winning companies are not just communicating but are innovating proactive systems that anticipate customer needs, thereby enhancing the overall interaction.

Twilio recognized exemplary companies in five key categories, each demonstrating remarkable use of Twilio’s platform to create meaningful and scalable customer experiences. The 2026 winners include:

Netflix, a long-standing Twilio partner, has utilized the platform for over a decade, employing SMS, WhatsApp, and Voice services across 180 countries. The streaming giant, with over 300 million subscribers, has set the benchmark for secure and seamless global account management.

Elmar Nubbemeyer, VP of Member Product at Netflix, stated, "Quality, highly personalized recommendations are a critical aspect of what helps us deliver the effortlessly entertaining experience members expect from Netflix." The collaboration with Twilio has allowed Netflix to engage its members in real time, enriching the overall user experience.

ANA, Japan's largest airline, has effectively utilized Twilio Programmable SMS and SendGrid to ensure crucial communication during flight irregularities, achieving a remarkable delivery rate exceeding 99%. This reliability is essential for maintaining customer trust, especially during large-scale disruptions.

Takahito Kondo, ANA's Director of Digital Transformation, shared, "ANA has relied on Twilio for more than three years, which has enabled us to respond quickly and flexibly to increasingly complex communication needs." He highlighted the importance of reliability and data in crafting personalized customer experiences.

Centerfield, a tech company specializing in AI-driven commerce, has harnessed multiple Twilio products to unify its communications and data infrastructure. Its custom acquisition and commerce engine, Bullpen, incorporates Programmable Voice and TaskRouter, leading the charge in AI-driven sales acquisition.

Aniketh Parmar, CTO at Centerfield, stated, "Our goal is to provide rapid innovation, seamless communications, and leverage advanced AI and data-driven personalization to drive business outcomes." Twilio's support has been instrumental in adopting new technologies for enhanced customer solutions.

Purina, a leader in pet nutrition, has embraced Twilio Segment to foster personalized engagement with pet owners. By prioritizing data-driven communication, Purina aims to build long-lasting relationships with customers through tailored experiences.

Amelia Williams, Manager of Data Strategy at Nestlé Purina Petcare, commented, "Twilio Segment has enabled our team to deliver truly personalized journeys tailored to each pet and their needs." This strategic approach highlights Purina's commitment to enriching the lives of pets and their owners.

Rivian, an automotive technology company known for its electric vehicles, adopted Twilio Flex to integrate its customer support, sales, and insurance communication strategies. The incorporation of Conversational Intelligence and Agent Copilot services is set to enhance the efficiency of customer service interactions.

Severin Andrieu-Delille, Head of Engineering at Rivian, expressed, "Twilio Flex gave us the foundation to move away from legacy constraints and start building for the future." He emphasized the importance of designing experiences that align with the Rivian brand ethos.

The Excellence in Engagement Awards also recognized several finalists, including Crunch Fitness, Delivery Hero, iFood, Kavak, Spot Pet Insurance, and Thumbtack. All winners and finalists will be honored at Twilio’s annual customer and developer conference, SIGNAL, taking place on May 6-7, 2026.

For more information on the awards program and how Twilio's customers are shaping the future of customer engagement, visit Twilio's official website.

Twilio’s Excellence in Engagement Awards serve as a testament to the innovative spirit of companies committed to enhancing customer experiences. By recognizing these leaders, Twilio not only celebrates their achievements but also inspires other organizations to elevate their engagement strategies in an increasingly digital world.