Qualtrics, Twilio team to create ‘richer customer profiles’ and actionable ideas

Qualtrics (XM) and Twilio (TWLO) are expanding their partnership and introducing a new no-code connector that allows real-time data sharing and integration between the Twilio Segment customer data platform CDP and Qualtrics’ Experience iD, XiD . The combined view of operational engagement data like content engagement, purchases, user logins and cart abandonments in Twilio Segment with qualitative data like customer satisfaction and effort scores in XiD creates richer customer profiles and more actionable insights. Personalization is an imperative for businesses today. Recent research, commissioned by Twilio, found that 62% of consumers expect personalization, saying that a brand will lose their loyalty if their experience is not personalized – meanwhile, 49% will become repeat buyers if personalization is offered. Empowered by this new integration, brands can use a unified combination of customer behavior data and overall sentiment data, to create differentiated, personalized experiences that exceed consumer expectations. "The combination of data from Twilio Segment and Qualtrics XiD has unlocked new visibility into our customers’ experience, removing silos in our data," said Courtney Anderegg, Lead Customer Insights Analyst at Imperfect Foods. "With detailed and consistently up-to-date customer profiles, we were able to personalize outreach and improve the quality of our product for our customers."