Why Twilio Says Personalization Is Broken | NRF APAC 2025 Debrief

Live from NRF APAC, The Retail Podcast brings you exclusive access to Twilio’s 2025 State of Customer Engagement Report. This isn’t theory—it’s what leading global brands are actually doing on the ground.

We unpack:

• Why 82% of brands think they personalize well—but only 16% of customers agree

• How AI is redefining CX across channels

• What customer data unification looks like in diverse APAC markets

• Why privacy and consent are the new battlegrounds for loyalty

• And what brands can do today to close the perception gap

💡 If you’re a retail or CX leader, this is your field guide for 2025 customer expectations.

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