Personalised Customer Approach: Why Companies Should Listen First and How AI Can Help

Personalised Customer Approach: Why Companies Should Listen First and How AI Can Help

Companies need to listen carefully in order to better understand customer needs and address customers in a targeted manner, says Carina Kern from Twilio.

“Companies need to understand that listening is not only important, but essential when addressing customers. By listening carefully, they can better understand their customers’ needs and respond accordingly. And technologies such as speech analysis or sentiment analysis play a crucial role in this and enable the company to gain valuable information from telephone conversations in order to identify and adapt to customer needs even more precisely,” says

Carina Kern
responsible for product marketing in the EMEA region at Twilio

in the IT Deep Dive podcast from silicon.d

She talks to Ingo Notthoff about personalised communication with customers, the relevance of different channels and how artificial intelligence can support the approach. They also explain how customers can be retained and inspired.

The specific topics covered are as follows:

  • How has customer communication changed in recent years?
    * What approach can be used to inspire customers?
    * Why is it important as a company to listen first?
    * How can artificial intelligence be used for a personalized customer approach?

About Twilio

The leading companies rely on Twilio‘s Customer Engagement Platform (CEP) to build direct, personalised relationships with their customers anywhere in the world. Twilio enables organisations to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. In 180 countries, millions of developers and hundreds of thousands of organisations use Twilio to create unique experiences for their customers.

Further information:

Twilio website:

Twilio on Linkedin:

Twilio “How good listening leads to good business relationships”:

About the IT Deep Dive Podcast:

In’s IT Deep Dive podcasts, we talk in detail with leading global technology providers about current IT topics and challenges. The podcast picks up on trends, imparts knowledge and helps companies to align their IT for the future.

Podcast production:

The IT Deep Dive Podcast is a TON.EINS production:

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