Transform Together

Let's Transform Together

Twilio Transform Together is our live event series focused on bringing customers, partners and business leaders together to share insights and learn about new ways to build the future of digital engagement.

We’re touching down in New York City to focus on the power of connecting employees, data, and digital interactions to earn customer trust. Join this free event for a day filled with valuable stories and insights to guide your digital transformation journey.

Interested in building with Twilio or know a developer? As a special opportunity at this Transform Together event, you can join us for lunch and a Twilio Builder Lab focused on incorporating AI into your customer engagement strategy. Experience live demos with the Twilio Alpha team, networking, and office hours, then join us for Transform Together. Learn more!

Schedule

Time

Sessions

2:30 - 3:00 PM

Registration

Welcome to Twilio Transform New York City – the event where we will explore building incredible brands that set the standard for delivering differentiated customer experiences. On arrival, light resfreshments will be provided.

3:00 - 4:00 PM

Simplify to Modernize - Transforming CX in the Age of AI

Fireside chat with Michelle McKenna & Meera Vaidyanathan

The last several years have seen an avalanche of new tools and technologies come to market to help organizations digitally transform their business, many with a focus on meeting the rapidly evolving demands for great customer experiences. Two of the most promising of these technologies, AI and LLMs, have the potential to truly change the way companies engage and serve their customers, but many organizations still struggle to deliver truly seamless and personalized experiences. Why is this the case?

Join Twilio for a conversation with Michelle McKenna, Investment Banker, Author, and former NFL CIO, to explore strategies to navigate the complexity of today’s digital landscape and fully unlock your ability to deliver differentiated products and experiences that your customers (and your business) will love.

You’ll walk away with insights into:

Navigating today’s complex digital and customer engagement landscape
How simplifying your tools and approach can help you modernize your CX strategy
Strategies that will enable you to unlock the power of AI to deliver personalized & differentiated experiences

4:00 - 4:45 PM

Breakout Sessions

Discover new ways of approaching and executing on your customer engagement strategies by joining one of our breakout sessions. These valuable discussions will explore:

Reimagining Customer Engagement: The Power of AI-Driven Self-Service in Amplifying Agent Impact

As the digital landscape and customer expectations evolve at a rapid pace, self-service is emerging as a transformative force in customer engagement. Join us as we dive into how data-driven AI is revolutionizing self-service in the contact center, transforming routine interactions into frictionless, personalized experiences. By seamlessly integrating data and AI into your existing infrastructure, you can elevate your self-service capabilities without a complete system overhaul. This session will reveal how empowering customers to resolve issues independently frees up agents to focus on complex, high-value tasks, driving significant business impact.

How AI helps real businesses accelerate marketing success, and gives every marketer a promotion

In 1930 the British economist John Maynard Keynes said that we were “being afflicted with a new disease” called technological unemployment. He wrote that technological advances were “outrunning the pace at which we can find new uses for labour.” Keynes is just one of many to raise this fear, if you only read the headlines, machines have been about to take all our jobs for over 100 years.

Now the same fear has been raised about AI. But, what if AI actually changes all our jobs for the better? What if advances in AI essentially give everyone a promotion, changing the nature of our jobs, but not limiting our job opportunities. Join us for this session where we’ll look at real examples of how AI is changing marketing and accelerating success without stealing anyone’s paycheck.

Please select the breakout you would like to attend during registration.

4:45 - 6:30 PM

Networking Reception

Connect, exchange ideas, and enjoy this valuable networking experience uniting Twilio customers, prospects, and partners!

Our onsite experts are excited to meet you, discuss and aid in enhancing your customer journeys and optimizing customer communications.

Speakers

Michelle McKenna

Investment Banker, Author, and former NFL CIO

Michelle is a seasoned C Level executive with experience leading large-scale transformations at America’s largest media and entertainment brands, Disney, Universal, and the NFL. She is a Partner and Sr. Advisor at Evercore in the firm’s Strategic Advisory in Technology, Media & Entertainment. She is also the founder of The Michelle McKenna Collaborative, a speaker and author.

Michelle was the first female C-level executive at the NFL and for 10 seasons led the league’s digital transformation. She was responsible for the strategy and management of the league’s technology activities, including all in-game technology (statistics, sports betting feeds, replay, communications systems), the in-stadium fan experience, and reaching new fans through data and digital marketing. She created and executed a 10-year digital transformation for the NFL, implemented The League’s cyber security program, established a data science foundation, and led the 2020 Virtual Draft and The League’s technology response for tracing and testing COVID19. She was Executive Sponsor of NFL’s Women’s Interactive Group and partnered with the NFL Sponsorship team to bring in a new era of technology partnerships including Microsoft, Amazon, Cisco, Verizon.

Ms. McKenna joined the NFL from Constellation Energy in Baltimore, Maryland where she was the Chief Information Officer. At Constellation, she was part of the transaction team that led the acquisition of competitive energy businesses and the ultimate merger with Exelon. In this capacity, she served as a board advisor and worked closely with the Chairman and CEO.
She has extensive experience in the media and entertainment industry as Senior Vice President and Chief Information Officer at Universal Orlando Resort. In this role, she was responsible for the innovation, oversight, and leadership of technology at Universal Orlando Resort, including the launch of the Wizarding World of Harry Potter. She spent 13 years as an executive at The Walt Disney Company, beginning her career in finance and strategic planning in the Theme Parks Division, where she was part of the largest resort expansion in the company’s history, and was the leader of their technology transformation effort to bring data, analytics and new guest experiences to life in the parks and across digital platforms.

Michelle began her career as a CPA and audit professional at PwC assigned to the firm’s M&A practice, where she worked on the breakup of the Bell System.

Michelle is an experienced Public Board Director, has served on the boards of Ring Central (RNG), and World Wrestling Entertainment (WWE) and other public companies. She has significant experience in M&A and activist activity, and an investor and advisor to private companies. She serves on the Nicklaus Children’s Foundation Board.

Michelle was inducted into the CIO Hall of Fame, an Outlier Award recipient for driving transformation, Crain’s One of most notable women in Technology, a Sports Business Journal Game Changer, and Forbes’ Women to Watch in Business.

Michelle is a graduate of Auburn University with a B.S. in Accounting and holds an MBA from the Crummer Graduate School of Business at Rollins College.