The Engagement Gap Is Real—And It’s Growing
Twilio’s State of Customer Engagement Report 2023 delivers a stark truth: while nearly 70% of brands believe they’re delivering personalized experiences, less than half of consumers agree. This isn’t just a perception gap—it’s a performance problem.
Brands are overestimating their ability to deliver connected, trusted, real-time experiences. They’re stuck in a cycle of more channels, more messages, and more touchpoints—but not more meaningful interactions.
And that’s the disconnect Ambassador is built to solve.
Volume Isn’t the Answer. Signals Are.
Too many companies are still operating with static customer profiles and fragmented data. They focus on outreach quantity rather than timing and intent. They send messages. But they don’t respond to real behavior.
As Twilio’s research shows:
- 81% of consumers say a positive digital experience makes them more likely to purchase again.
- But only 60% of brands use real-time data to personalize communications.
- And just 1 in 3 companies have fully unified customer data across channels.
That’s why the best brands are moving from “multichannel” to multisignal. Not just reaching customers, but listening—then acting.
Ambassador: The AI Network That Converts Customer Signals into Real-Time Actions
At Ambassador, we’ve reimagined engagement from the inside out.
We don’t believe in one-size-fits-all campaigns or siloed automation. Instead, we’ve built the most connected AI feedback network on the planet—designed to turn every customer signal into an action that drives trust, retention, and revenue.
✅ A customer refers a friend? Instantly reward them.
✅ A shopper opens an incentive but doesn’t convert? Re-engage at the perfect time.
✅ A user finishes onboarding? Launch Hiro to capture feedback and route them to leave a review.
All of this is done automatically through our no-code Flow Builder and real-time triggers across channels—including email, SMS, WhatsApp, and in-app messaging.
This isn’t a new campaign manager. This is AI infrastructure for customer signals.
Segment + Twilio: Real-Time Infrastructure Meets Real-Time Engagement
To help brands listen more intelligently, Ambassador integrates natively with Twilio Segment, giving our clients a unified customer data layer that powers smarter decisions and faster engagement.
Already, we’re leveraging Segment to collect behavior-based signals—referral activity, loyalty interactions, incentive responses—and convert them into actionable journeys.
Next up: we’re expanding our integration with Twilio’s communication APIs to activate SMS, voice, and WhatsApp natively within Ambassador. This means clients can engage across more channels, faster—and with messages that actually make sense to the customer.
When Twilio’s report says that “trust, personalization, and relevance drive engagement,” we couldn’t agree more. But to make that happen, your tech stack needs to be intelligent by default—not just stitched together.
Ambassador is that connective tissue.
Where Most Brands Get It Wrong
Let’s break down the biggest mistakes we see (and that Twilio highlights too):
- Data without activation
Brands collect tons of information but rarely turn it into behavior-based actions.
➤ Ambassador turns that data into action. - Personalization that isn’t personal
Using someone’s first name isn’t personalization. Knowing when they’re most likely to act is.
➤ Explore our referral, loyalty, and incentive triggers. - Disjointed messaging across platforms
Customers don’t care which team is sending the message—they care about consistency.
➤ Our Communication Co-Pilot ensures unified messaging across every channel.
Ambassador = The AI Customer Engagement Network
We built Ambassador to help companies close the engagement gap once and for all.
Not with more tools.
Not with more teams.
But with a connected AI network that listens deeply, learns automatically, and acts instantly.
Every touchpoint becomes a signal. Every signal becomes an opportunity.
And every opportunity becomes a personalized moment that drives growth.
Brands Are Not Lacking Data. They’re Lacking Intelligence.
Twilio’s report calls on brands to act. Customers expect relevance, privacy, and value in exchange for their attention.
Ambassador answers that call.
If you’re already using Segment, Twilio, or any real-time messaging platform, we’ll supercharge that infrastructure with feedback loops that actually do something.
It’s time to stop shouting.
It’s time to start listening—and acting.
Join the AI Feedback Movement
Plug into the Ambassador network and turn your existing customer signals into your most powerful engagement engine.
👉 Talk to us
👉 See how Hiro captures feedback in real time
👉 Explore our real-time engagement tactics
