Case Study: Nubank achieves digital‑first, scalable customer experience with Twilio Flex

Nubank is Pioneering the New “digital-first” Era of Banking With Twilio

Nubank is a fast‑growing digital bank serving about 54 million customers across Brazil, Mexico and Colombia that prides itself on a “digital‑first”, trust‑based customer experience. Rapid expansion — including a notable increase in customers over 60 and surge in signups during the pandemic — created a challenge to scale communications, maintain service quality and provide secure, data‑driven support across multiple channels.

Nubank partnered with Twilio, deploying Twilio Flex and SendGrid to enable voice, SMS, email and other channels with deep customization, analytics and robust contingency tools. The platform delivered greater autonomy, stability and security for agents, improved call quality and faster issue resolution, and boosted agent productivity through built‑in reporting and easier access to recordings — producing clear, measurable improvements in customer experience and operational scalability.

Nubank

Yuri Cruz

Product Manager, Channels