Twilio eyes rapid growth in Asia-Pacific as AI fuels customer-service demand
Twilio's CEO Khozema Shipchandler says the company will drive its next growth phase in the Asia-Pacific, leveraging AI-enhanced customer-service tools.
Twilio, the communications-platform provider, has rebounded from a period of slowed growth and cash burn to post a 22% revenue increase to US$1.5 billion and a net income jump to US$1.1 billion. CEO Khozema Shipchandler, who succeeded co-founder Jeff Lawson in 2024, attributes the recovery to continued innovation and disciplined finance, as well as retaining the Segment data platform despite activist pressure. Segment supplies the contextual information that makes AI-driven customer service more effective and cost-efficient. Looking ahead, Twilio plans to expand aggressively in the Asia-Pacific, serving technologically sophisticated clients like Endowus, Philippine Airlines and Singlife, and will run regional operations from Australia, Singapore and Japan, customizing its solutions for each market.
Why it matters
Twilio's AI-focused expansion could reshape customer-service technology across a fast-growing region.
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