Communication platformer “Twilio” Challenge of Japanese corporation

In this series, “Isao Matsuoka’s” This Week’s Statement “”, every week, key persons in the ICT industry take up some of the words that they have stated at press conferences and events, and explain their meaning and background. This time, we would like to introduce the remarks of Mr. Yoshihiro Konno, President and CEO of Twilio Japan, and Mr. Toshiaki Tokunaga, Executive Officer, Senior Managing Executive Officer, CEO (Chief Executive Officer) of Hitachi, Ltd. “I want to support customer engagement digitally”
(Mr. Yoshihiro Konno, President and CEO of Twilio Japan)

Photo 1: Mr. Yoshihiro Konno, President and CEO of Twilio Japan Twilio Japan, the Japanese subsidiary of Twilio, which provides a cloud-based communication platform, recently held an online press briefing on its business strategy and digital communication survey results. It was. Mr. Konno’s opening remarks at the press conference stated what he would like to offer to users with the company’s services. Twilio provides a cloud service that allows you to easily incorporate various communication methods such as telephone, SMS (Short Messaging Service), video, chat, and SNS into your application or business using API (Application Programming Interface). According to Mr. Konno, the feature is that “in a nutshell, customer engagement can be successfully built with digital technology.” The opening remark takes up this comment. Twilio describes its cloud services as “customer engagement platforms” or “communication platform as a service (CPaaS)” (see Figure 1).

Figure 1: Overview of Twilio’s Cloud Services (Source: Twilio Japan) As for the content of the press conference, see the related article, but here I would like to pay attention to the company’s unique service along with the opening remarks. Figure 1 shows the company’s services in a nutshell. Since its founding in 2008, the company has been providing APIs since the early days when technologies and APIs that use telephone lines from web applications emerged. We have a wealth of APIs that specialize in communication. According to Konno, Twilio’s 2020 sales were $ 17.6 billion, up 55% from the previous year. Since it was listed on the New York Stock Exchange in 2016, its business results are disclosed, but I did not know that it was a vendor with such a large sales scale along with the latest high growth rate. It employs more than 4,600 people (as of the end of 2020), has 26 business bases in 16 countries around the world, and has 27 data centers in 9 regions. The number of customers is said to be over 220,000 (as of the end of 2020). What impressed me in his story was the role of the customer engagement platform. Figure 2 shows this. In short, he emphasized that “Twilio’s services are useful in” how “” in “what” and “how” companies are going to achieve their business goals. I thought it was an interesting explanation. However, the Japanese corporation was just established in August 2019, and it is from now on that Mr. Konno, who became the top management at the same time, will demonstrate his skills. I would like to pay attention to his new challenge, which once worked as a partner business manager of Amazon Web Services Japan (AWS Japan).

Figure 2: Role of Customer Engagement Platform (Source: Twilio Japan)