Case Study: IBM achieves 70% revenue growth with Twilio Segment

How IBM scaled its customer data foundation across 150 product lines and increased revenue with Twilio Segment

IBM faced a challenge with its vast Cloud portfolio of more than 150 products: customers were overwhelmed, engagement was fragmented, and the company lacked a single, real-time view of customer behavior to support relevant cross-sell and upsell offers. To solve this, IBM turned to Twilio Segment to unify customer data and power more personalized, event-based communications across channels like email, product pop-ups, and paid media.

Twilio Segment helped IBM standardize data collection, build machine-learning-driven recommendations, and activate tailored messaging across product lines. The impact was significant: IBM reported a 30% increase in product adoption, a 70% increase in revenue over a three-month period, and a 10x return on investment, while scaling the solution across 150 products.

IBM

Peter Ikladious

Director of Growth and User Engagement