New Twilio Study Points to Lack of Customer Data as Major Obstacle to Reaping AI Rewards

Businesses are successfully using artificial intelligence (AI) to power more personalized, intelligent interactions with their customers, but face challenges around transparency and lack of customer data, according to new research from Twilio (NYSE: TWLO). The customer engagement platform that drives real-time, personalized experiences for today’s leading brands, released its fifth annual State of Customer Engagement Report today. The report, based on a global survey across 18 countries of more than 4,750 B2C executives and 6,300 consumers, explores how brands are implementing AI to build better relationships with their customers, where AI is yielding the most return on investment for brands, and what engagement trends are most important to consumers.

The report reveals the growing importance of brands disclosing how they use customer data to deliver AI-powered experiences. It also issues a clear warning about the risks of underestimating consumers’ demand for transparency: While 91% of brands say they’re transparent with customers about how AI uses their data, only 48% of customers agree.

“Customers today expect personalized experiences and want to understand how businesses use their data to shape those experiences,” said Kathryn Murphy, SVP Product at Twilio. “It’s imperative for brands to be clear about how they use AI, ensuring that they balance how they deploy it with equally robust measures to protect customer privacy. Transparency is not optional — it's a critical component of building and maintaining customer trust and loyalty.”

Protecting consumer data is the most effective way to maintain trust

As businesses embrace AI to drive personalized customer engagement, they gather every customer's click, share, follow, like, and purchase to understand their preferences and needs. More than ever, businesses must keep their customers’ data safe to maintain their trust. This year’s report found that six in 10 consumers say protecting their data is the top way for brands to earn their trust. Almost half (49%) say they would trust a brand more if it disclosed how customer data is used in AI-powered interactions.

Consumers aren’t the only ones worried about data privacy. Forty percent of businesses surveyed report that finding a balance between security and customer experience is one of their most pressing challenges this year. One particular area of focus for brands is reducing friction during the account signup process, while keeping customer data safe. In 2024, 40% of brands say they’re prioritizing simplifying the signup and login process to improve customer engagement. In 2023, we saw billions of verifications through Twilio's platform. When a company is intentional about safeguarding information while maintaining the right amount of friction to keep out bad actors, whether through user or two-factor authentication, it fosters mutual trust.