Dissecting Disruptive Innovation at Twilio: Navigating AI in a Rapidly Changing Landscape
As Dominic Kundle, Leader of Product and Design at Twilio, shares lessons learned from the company's journey in AI innovation, he emphasizes the importance of being customer-obsessed, shipping early and often, and creating a team that is curious and owns problems.
- 1. The speaker, Dominic Kundle, leads product and design in Twilio's Emerging Tech and Innovation team.
- 2. Their team consists of 16 people focused on exploring the future of customer engagement using emerging technologies like AI.
- 3. Twilio sees AI as a feature that spreads across all their products rather than a standalone product.
- 4. The team's initial project, an AI demo, was primarily for collecting customer feedback.
- 5. They learned that getting prototypes into the hands of users as soon as possible is crucial for gathering insights and improving the product.
- 6. Twilio created a sub-brand, Twilio Alpha, to set expectations and engage with customers while shipping early and often.
- 7. The team focuses on curiosity and creativity when hiring, giving problems to engineers instead of relying on a predetermined solution.
- 8. They aim for flexibility in their systems and roadmap, adapting to new models and technology quickly.
- 9. Understanding the difference between trust and safety features versus ever-changing trends is essential when building a roadmap.
- 10. The team learned to share their learnings and progress both internally and externally, helping customers become thought leaders in their space.
- 11. Sharing information early on helps anticipate future customer needs and build stronger bonds with them.
- 12. Kundle encourages attendees to visit the Twilio booth for any questions or discussions after his presentation.
Source: AI Engineer via YouTube
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