Your guide to Twilio SIGNAL 2026, from Zennify

Zennify Team

The conversation around AI in customer engagement has shifted. A year ago, every roadmap had a pilot. This year, the question is whether the AI in production is actually moving the metrics, and whether the data underneath it can be trusted. That's the lens we used to read through the Twilio SIGNAL 2026 agenda, and it's the conversation we're showing up for May 6–7 in San Francisco.

This year's theme is Build Wonder, and the agenda backs it up: agentic AI that takes action, branded calling that customers actually answer, and case studies from Netflix, Rivian, and Nestlé on what it takes to run any of this at scale.

As the #1 Twilio Partner in North America and a Twilio Gold partner, Zennify will be on stage and on the floor. Visit us at Booth #13, or join one of our sessions to see the work in action.

Don't miss Zennify on stage

How Nestlé scaled WhatsApp marketing across 12 markets

Session details May 6 | 11:45 AM – 12:10 PM | Breakout Session

Global scale breaks when systems don't connect. Nestlé needed to deliver personalized WhatsApp campaigns across markets, without slowing down teams or compromising governance.

In this session, Zennify and Nestlé share how we:

Built a custom Journey Builder activity in Salesforce Marketing Cloud
Used Azure and Twilio to close integration gaps
Enabled scalable, governed messaging across 12 markets
Supported progressive profiling and AI-driven messaging

You'll walk away with a clear model for building omnichannel programs that scale, without adding complexity.

AI-native Flex delivery: shipping production-grade contact centers faster with Codex, automated QA, and DevOps-on-demand

Session details May 6 | 3:00 PM – 3:25 PM | Lightning Talk | 300 – Advanced

Building on Twilio Flex is powerful, but delivery speed and quality get squeezed by the same friction points every time: repetitive setup, uneven implementation patterns, slow debug cycles, and manual QA that can't keep up with iteration.

This is not AI for demos. In this session, Zennify shares how we've embedded OpenAI Codex directly into our end-to-end Flex delivery workflow, especially as we build and evolve our Flex Kickstarter product. AI as part of the daily engineering system, not a side experiment.

You'll see the practical, production-ready patterns we use to:

Turn requirements into Flex plugin scaffolds quickly, without sacrificing architecture
Generate unit, integration, and regression tests at quality
Automate environment setup, CI/CD, and runbook creation
Speed up troubleshooting with AI-assisted log analysis and guided fixes
Enforce standards with AI-supported code review and refactoring
Use AGENTS and SKILLS to keep the loop repeatable across teams

You'll leave with a blueprint for adopting AI safely inside a Flex engineering org, plus the guardrails that keep AI velocity from turning into AI debt.

Other sessions we'd recommend

The agenda is dense this year. Here are five we've flagged as worth the calendar block, picked for the kinds of problems our customers are actually working on.

If you're in financial services

AI-powered negotiation: Using RCS, WhatsApp, and voice to transform debt collections
A debt recovery company rebuilt its engagement model around AI, rich messaging, and trusted voice channels — using Twilio Programmable Messaging, Programmable Voice (including WhatsApp Business Calling), and Conversation Relay. The lessons on deploying AI in a regulated, high-stakes industry apply well beyond collections.

If you're modernizing the voice channel

Built to lead: Twilio Voice for unmatched trust, insight, and scale
A grounding session for teams rethinking voice as a strategic channel rather than a legacy one. Branded Calling, conversation data, and where automation adds the most value. Useful as a shared reference point if you're bringing both technical and business stakeholders to SIGNAL.

If you're operating AI agents in production

Keeping conversations on track with Twilio
A demo session on real-time conversation analysis: sentiment monitoring, quality tracking across human and AI agents, and catching issues before they escalate. The observability layer most teams are missing before they scale automation safely.

If you work in healthcare

Beyond the waiting room: Building the next generation of healthcare engagement
How healthcare leaders are using Twilio Flex and Segment to move past reactive call centers and build proactive engagement hubs on a single HIPAA-eligible platform. Relevant for anyone owning the patient journey end to end.

If you're thinking about agent identity and trust

Who let the AI agent in? Rethinking authentication and authorization
As autonomous agents start acting on users' behalf, the auth stack we built for humans starts to break. This session covers Human-in-the-Loop patterns, delegated access, and identity inheritance — the questions every team building agentic AI will need to answer, especially in regulated industries.

What's shaping SIGNAL this year

A few patterns stood out as we read through the agenda.

Agentic AI is the dividing line. The strongest sessions aren't about AI that answers questions. They're about AI that does work: triages cases, schedules appointments, hands off cleanly with full context. The teams winning here have invested in the data, permissions, and escalation logic that make action safe.

Voice is back as a strategic channel. Branded Calling, number intelligence, and conversational analytics are pulling voice out of the "legacy" bucket and back into the CX conversation. Answer rates and brand trust are quantifiable in a way they weren't two years ago.

Observability is the unlock for scale. Most teams have an AI somewhere in production. Far fewer have real-time visibility into how it's performing, where it's drifting, or how its quality compares to a human agent on the same task. Several sessions this year address that gap directly, and it's the layer that determines whether automation can actually scale.

Let's connect

Stop by Booth #13 to see how we help teams turn customer data into action across Twilio and Salesforce, build scalable messaging and contact center solutions, and deliver measurable improvements in customer experience and operations.

If you're working through data, AI, or omnichannel challenges, we'll meet you where you are and show you what's working in production.

See you in San Francisco.