Dive into the latest customer engagement technologies and see what marketers are doing to turn potential customers into brand loyalists. Watch the webinar held by Twilio, Bonzo and Polcode https://www.youtube.com/watch?v=29ZkvpEuSho&

1. by engaging them on any channel,
at any stage and at any time
July 14th | 2PM CEST | 40 minutes
Turn customers into fans
Anne Uekermann Jason Perkins Joanna Jabłońska

2. Agenda
● Who is who
● Twilio’s COVID-19 Digital Engagement Report
Results, Trends and Impact on Customer Engagement
● 2021 Customer Engagement survey
Results, Trends and Conclusions
● A real world success story – Twilio
implementation in Bonzo
○ Project background
○ Challenges
○ Outcomes
● Summary & Bonus
● Q&A

3. Anne Uekermann
20 years ‘Something with Marketing’
15 years Customer Experience
Management focus
10 years Research & Analytics based Marketing
5 years in ‘the Tech industry’

4. Co-Founder and CEO of Bonzo
12 years experience in
cross-channel communication
9 years experience driving
digital customer acquisition
7 years experience marcomm-tech,
specifically
Jason Perkins

5. Joanna Jabłońska
9 years of Customer Care
5 years of Business Needs Analysis
3 years of Project Management & Talent Allocation
3 years of Delivery Team Lead

6. Twilio’s COVID-19 Digital Engagement Report
Results, Trends and Impact
on Customer Engagement

7. How COVID changed
digital transformation
97% report COVID-19 has sped
up digital transformation
68% say the pandemic sped up their
digital transformation a great deal
Has the Covid-19 pandemic
sped up digital transformation
in your organization?
Yes, a great deal Yes, somewhat

8. How COVID accelerated
digital transformation
Companies say COVID-19
has accelerated their
digital communication
strategy by 6 years
6 is the average # of years COVID-19
has accelerated digital
communications strategy
About how many years has
COVID-19 accelerated the
schedule for your digital
communications strategy?

9. How COVID broke barriers to
digital transformation
COVID-19 broke down barriers
to digital transformation
Average # of Barriers Broken
Down in Response to
COVID-19: 2.7
What barriers to digital
transformation has COVID-19
broken down within your
organization?

10. ● COVID-19 stimulated increases in digital
transformation budgets
● Organizations expect to expand
their digital communication
channels as the world reopens
● Almost all companies are looking for
new ways of engaging customers
and stakeholders as a result of
COVID-19
● COVID-19 propelled focus on
omnichannel communications
● 99% of respondents report digital
technologies used to enable
remote workers during COVID-19
will open up opportunities
to remote work
What this meant for
Customer Engagement

11. 2021 Customer Engagement survey
Results, Trends and Conclusions

12. The 2021 State of
Customer Engagement
1. Digital soars, personalization is
within reach
2. Digital drives the agile workforce
3. Healthcare, financial services,
and public sector embrace digital
4. Video enhances our virtual
connections
5. It’s time to build
Five themes emerged from the question:
How did 2020 transform the way we
communicate and what does the future
of digital engagement look like?

13. 1
Digital soars, personalization
is within reach
Soaring digital engagement drives new insights,
but businesses face a tidal wave of data
In person interactions moved online at light speed in response to the
COVID-19 pandemic. Every organization raced to build new ways to
engage customers, communities and constituents.
Digital engagement didn’t just keep organizations afloat — more
digital touchpoints are giving organizations better insight into their
customers and leading to higher customer satisfaction.
Businesses have no intention of going back.
report their digital
interactions increased 50%
or more during the
pandemic
54%
average increase in
number of digital
touchpoints with
customers during the
pandemic
63%
report increased customer
insights as a result of
greater customer
engagement during the
pandemic
90%

14. 2
Digital drives the agile workforce
Digital connection reshaped the working world.
The future is agile and distributed.
2020 irrevocably changed what modern work looks like. At one point in
the year, more than half of the global workforce was working remotely
enabled by digital communication tools that replace in-person
interaction. Many office workers will never go back full-time. Every day
more businesses announce flexible remote work policies.
These changes open up employers to increasingly distributed teams
and new talent markets. Accelerated migration to the cloud and
adoption of remote contact centers are enabling a growing, agile
workforce.
Cloud migration
accelerated across
every company, from
500-25,000+
employees
Businesses plan to
expand where and
how they engage
customers.
92%
report COVID-19 accelerated
their move to the cloud
95%
report they plan to
increase or maintain their
current communications
channel offerings after
the pandemic

15. 3
Healthcare, financial services,
and public sector embrace digital
Highly regulated industries (HRIs)
became first-adopters, and lead
with a consumer-centric approach
Healthcare providers embraced multichannel tools to
deliver care virtually. Banks leaned into customer-facing
digital services, using mobile apps, messaging and
chatbots as the primary interaction with customers.
Governments used communications software
to build contact tracing solutions and keep residents safe.
Even courts held hearings via videoconference. These
highly regulated industries are embracing digital at a
rapid pace, cracking open new opportunities that
normalize more consumer-centered experiences.
report COVID-19 spurred
their company to explore
new strategies to serve
customers
report digital
engagement will be
critically or very
important to their
success going forward
increase in digital
customer engagement in
HRIs due to COVID-19
businesses in HRIs plan
to maintain or increase
their current investment
in customer engagement
92%
87%
46%
95%

16. 4
Video enhances our virtual connections
Next-generation video
blends in-person and digital
Of all digital channels, video saw the biggest boost in 2020 and
became the default replacement for every kind of in-person
communication. People spent so much time videoconferencing
that many invested in better cameras and special lighting.
Even television was transformed, with late-night TV hosts like
Stephen Colbert doing shows from home, and news outlets like
the BBC interviewing guests from their living rooms.
This year of unprecedented video adoption showed us that video is
not a one-for-one replacement for in-person interaction.
Just because it can be used that way, doesn’t mean it should be.
The best video experiences are created when video is treated as a
way to enhance in-person interactions, not replace them, and to do
things better on video than in person.
Stronger relationships, increased
access to products, and quicker
resolution of issues are the top
benefits of video use with customers.
report they now use video
communication with their
customers
78%
report use of video communication
with customers accelerated more
than other channels during the
pandemic
98%

17. 5
It’s time to build
Great digital experience
doesn’t come in a box
The pandemic clarified the advantages of building solutions internally
and iterating quickly as needs change, especially for enterprises that may
have been hesitant to build in the past.
Faced with a crisis, organizations of every size turned to their developers
to create digital solutions fast.
Leaders at every level recognized how crucial developer teams are to
their business success, and this mindset is changing how organizations
large and small approach digital adoption.
91%
92%
93%
report software developers were crucial to
solving business challenges that arose from
the pandemic
of C-level executives report developers were
crucial to solving business challenges
brought on by COVID
report they are more likely to build
communications solutions to meet
customer demands in the future

18. Conclusions 2020 was the year of digital engagement
that no one expected.
The COVID-19 pandemic hit and instantly
changed the way we connect with friends,
family, businesses, customers and
colleagues.
Digital transformation, the macrotrend that
defined the past decade, accelerated at a
remarkable rate. Creative new solutions were
built out of necessity to keep us all
connected in spite of physical distance.
Boundaries between our online and offline
lives dissolved.
These trends are here to stay. 2021 is the
on-ramp to the digital engagement
highway.

19. A real world success story
Twilio implementation in Bonzo

20. Twilio Tech Partner
Twilio Platform Certified
Twilio Flex Certified
We craft digital products and integrate them with Twilio
Platform to help our clients redefine the way they engage
with customers
1400+
Completed
projects
15+
Years of experience
in delivering web &
mobile solutions

21. Team size
● we determined where we would communicate
and how frequently we would do that
● we chose what tools would help us to track
project’s progress in the most effective manner
and keep everyone on the same page
● we set both short and long-term goals. In order
to achieve them we always opt for honest
communication and transparent approach
Project background
Bonzo was looking for a contractor to work on a lead
auto-responder platform that could be integrated with
with social media and Facebook ads manager
A short call was organized to better understand what
skills and experience would be required for the project,
as well as to learn more about Bonzo's expectations
and objectives
We initially started with just one full-stack developer on
board and started working on MVP that would
incorporate the core features of the app. As the product
started growing, the team expanded as well. Since
Polcode has all the necessary specialists on board, we
were able to address the design, web and mobile
development, as well as testing and project
management.
&
Start of cooperation
– February 2019

22. Conversation Software
About the solution
Bonzo is sales engagement tool for advisors to drive conversations at
scale, through various communication channels.
Challenges
Advisors want simple. Advisors want their voice heard. Advisors are at a
crossroad of managing their time, expertise, solutions, and awareness.
They are expected to “do it all.
Why did you opt for Twilio?
Simple – Twilio is at the forefront of optimizing communication. Their API
is very easy work with, their customer service is second to none, they are
continuously innovating solutions and listening to market shifts (while
making it easy for their partners to build alongside these changes), cost
effective, and ultimately they want you to succeed with their platform
and be a lifelong customer.

23. Implementation
process
Implemented Twilio’s customer engagement features
API-based SMS and MMS, voicemail messages, email
automation with SendGrid, Twilio's Voice Conference
System integrations with other platforms
Calendly, Gmail, Outlook, Giphy, Facebook,
Slack, Zoom, PayPal
Challenges of building, designing and deploying

24. Business outcomes
& project sum up
Built a robust communication tool
with simplicity at its core.
Enables the advisor to effectively
and simply communicate with their
customers, leads, prospects, and
people through one dashboard.
Drive personable connections through
digital solutions.
We have only touched
the surface with Twilio.

25. Bonus
a personal 1-on-1 free consultation
on customer engagement
...

26. Summary

27. Q
A
&

28. Thank you