Twilio, the customer engagement platform powering real-time, personalized brand experiences, has announced the winners of its Excellence in Engagement Awards. Recognizing standout innovation across industries such as retail, real estate, financial services, and healthcare, the awards celebrate brands that are transforming customer engagement using contextual data and Twilio’s suite of solutions.

Amid a growing customer experience gap—where 84% of businesses believe they provide excellent engagement but only 54% of consumers agree—these honorees stand out by using Twilio’s tools to create scalable, personalized, and meaningful customer interactions.

Award Winners by Category

Excellence in Engagement: Rocket Mortgage

Rocket Mortgage is leading the way in client communication by integrating Twilio’s Programmable Voice, SMS, and Segment CDP into a cross-channel engagement system. The company uses two-way SMS, secure outbound voice calls from 3,000 agents, and is developing an inbound voice system. Segment enables Rocket to build 360-degree client profiles for tailored communication.

“Twilio’s APIs and CDP helped boost client response rates and conversion through personalized, automated workflows informed by our data,” said Papanii Okai, EVP of Product Engineering at Rocket Mortgage.

Excellence in Communication: Best Buy

Best Buy enhanced its digital support ecosystem by deploying Twilio Flex and Programmable Voice to improve customer and agent interactions across its Virtual Store and Customer Care channels. Voice, chat, and video are integrated into the customer journey on BestBuy.com and the Best Buy app, offering real-time support and assistance.

Excellence in Trust: CLEAR

CLEAR, the identity verification platform, utilizes Twilio Verify and Lookup APIs to bolster security while preserving user convenience. With SMS OTPs and identity match features, CLEAR enables users to prove their identity quickly and cost-effectively.

“Our Members can verify who they are instantly, whether going through airport security, renting a car, or signing up online,” said Nick Peddy, CTO at CLEAR.

Excellence in Data and AI: Vineyard Vines

Vineyard Vines deployed Twilio Segment with Databricks to supercharge its personalized marketing efforts. In just 60 days, the brand launched advanced customer journeys, email campaigns, and paid media strategies that reflected a unified customer view.

“Segment helped us personalize campaigns and improve engagement—delivering results within three months,” said Anthony Ciancio, VP of Data & Analytics at Vineyard Vines.

Excellence in Optimization: Zillow

Zillow uses Twilio’s communication tools, including SMS, voice, and TaskRouter, to fuel its “Connections” platform. This system allows real estate agents to efficiently engage prospective buyers and provides skills-based routing for optimized contact center operations.

“Our long-standing partnership with Twilio supports our mission to make home a reality for more people,” said Toby Roberts, SVP of Engineering & Technology at Zillow.

Twilio’s Vision for Customer Engagement

“These winners represent the best in customer experience within their industries,” said Chris Koehler, CMO of Twilio. “It’s inspiring to see how they’re leveraging Twilio to reimagine digital interactions—from shopping for electronics to simplifying mortgage approvals.”

Twilio’s award program highlights the transformative power of contextual data and communication APIs in creating customer journeys that are seamless, secure, and highly relevant. As brands increasingly turn to automation, personalization, and AI-driven insights, these winners exemplify what it means to close the customer experience gap at scale.

The 2025 Excellence in Engagement Awards spotlight how industry leaders are driving innovation with Twilio’s communications and data platforms. As customer expectations rise, these brands show how to meet them with agility, trust, and personalization—setting a new bar for real-time engagement across industries.