E22: Transforming Customer Experience Through AI: Twilio’s Isabelle Staub on Automation, Hyper-Personalization and CPaaS Innovation

In this episode of the Syndeo Podcast, host Oliver Lennon chats with Isabelle Staub, Senior Vice President of Global Operations at Twilio, to uncover how AI and automation are transforming customer experience in the Communications Platform as a Service (CPaaS) industry. Isabelle shares her fascinating journey from a two-decade career in finance to leading operations at one of the most innovative companies in tech. She reveals how Twilio leverages AI to create highly personalized, adaptable customer interactions using copilot tools and individual AI models tailored to each client. They discuss the intricacies of building and fine-tuning AI models, the importance of clean, well-structured data and Twilio’s early adoption of automation to enhance customer service efficiency. 

The conversation dives deep into the concepts of hyper-personalization and multimodal AI, showing how Twilio is working to ensure seamless, proactive customer support by combining real-time data and advanced machine learning models. Isabelle and Oliver discuss the future of AI and automation, touching on how robots could soon impact customer service, education and everyday tasks. They explore the challenges of developing AI in a way that remains flexible and cost-effective as technology advances, and the crucial role of data governance and security in today’s AI-driven world. This episode provides valuable insights for anyone interested in the intersection of AI, customer experience and CPaaS technology.