Twilio CEO on AI Agents, Identity and the Future of Messaging

37:20

As companies shift from one-way customer notifications to AI-powered, personalized conversations at scale, developers need advanced communications infrastructure to build omnichannel digital messages. Twilio — known for powering B2C SMS, two-factor authentication, customer alerts and reminders and other digital interactions — has positioned itself as critical infrastructure for the AI era, with growth accelerating and new products poised to offer an added lift to revenue. CEO Khozema Shipchandler joins Bloomberg Intelligence senior telecom analyst John Butler to discuss Twilio’s turnaround, its new Conversations suite, digital messaging tools, and the rising importance of identity, governance and observability amid the rise of AI-agents. He also discusses voice and self-serve trends, carrier fees, competition and investment priorities.

May 14, 2026