Twilio vs. Sinch: The Tussle of Two Reports

The top two players in customer comms just dropped big reports on what’s wrong with customer engagement. Twilio calls it the State of Customer Engagement. Sinch goes with State of Customer Comms. Each one reads like a manifesto. Each claims to know what the customer actually wants. But zoom in, and they’re telling two different stories—about what’s broken and how to fix it.

What they both share is a quiet discomfort: Engagement tools aren’t delivering like they were supposed to. The AI bugle is playing loud and proud, but the marching band’s still missing.

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