State of Customer Engagement Report 2021

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In 2020, digital engagement kept us all connected. In 2021, it will be crucial to every businesses' success and survival.

Twilio, the leading cloud communications and customer engagement platform, combined our unique perspective on the landscape of digital communications with new insight from over 2,500 global enterprise decision-makers to understand what trends are permanent.

Read on to explore what we found, and the themes shaping the future of digital engagement.

COVID changed the way businesses engage.

How did we get here?

Five trends defining digital engagement in 2021

Explore the full report

Methodology & data sources

This report draws insight from Twilio platform data, which reflects digital engagement activity that occurred on Twilio in 2020. The report also includes original research from a survey of over 2,500 enterprise decision-makers across the United States, the United Kingdom, Germany, Australia, France, Spain, Italy, Japan, and Singapore. The research was fielded by Lawless Research to understand how businesses view the role of digital engagement. Survey respondents are full-time employees of companies with 500 to 25,000+ employees, from the director to executive level.

This report contains statistical data, estimates, and expectations that are based on third-party industry publications and other publicly available information, as well as other information based on our internal sources or collected through our commercial relationships. These do not represent, and should not be construed as, indicators of Twilio’s historical or future financial performance, and are solely presented as context for broader market trends.