What’s Next in 2026: Rikki Singh on the Future of Customer Engagement

Episode notes

In this special episode of Builders Wanted, recorded live from Twilio Transform in New York City, we’re joined by Rikki Singh, Twilio’s VP of R&D for Emerging Technologies. Rikki explores groundbreaking advancements in AI, security, and communications, touching on the evolution of technology and customer expectations as we approach 2026. The conversation delves into the role of AI in software engineering, the importance of trust and privacy by design, changes in customer engagement, and the future of agentic workflows. - Key Takeaways: Building robust systems and prioritizing speed empowers organizations to drive innovation rapidly while maintaining high standards of quality. Reliable, well-structured data and clearly defined, measurable objectives are critical for achieving success in AI and analytics initiatives. The most impactful product enhancements stem from actively listening to customers, understanding their challenges, and reimagining features as needed. - “ The fact that we want to give you contextual memory that is able to capture communication, that matters. Because that's where you're expressing your satisfaction, your happiness, your joys.

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