Twilio: the relationship economy

The brief

What does modern customer engagement really look like? 

Twilio needed an integrated campaign that positioned them as a leader in customer engagement who truly understands customer behaviour. 


We set out to humanise the topic of customer engagement – explain the issues in terms that people could actually understand, and tie it to current headlines.  

How? We commissioned pan-European research to understand the reality and challenges of customer engagement today. We then identified and worked with a preeminent influencer – Professor Andrew Stephen (University of Oxford) – to interpret the insights and shape a customer engagement report).  

Success in numbers


articles in the UK, France, Germany, and Spain in CX, start-up, fintech, tech, retail media and opened up conversations with the national and business press


impressions on LinkedIn Pulse articles, equating to an above average engagement rate

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