Mike Huskins, Twilio, Inc., Head of Product Operations

Improving Customer Satisfaction Through Business Automation

  • Processes that begin inefficiently tend to continue that way, so it’s beneficial to optimize them from the beginning using automation.
  • Automation can also help businesses achieve faster time to market, ensuring greater customer satisfaction while driving revenue.

“Each incremental improvement powered by automation frees up capacity for our staff to take on new requests for our customers.”

As head of product operations at Twilio, Mike Huskins has seen the benefits of business automation firsthand. “We’re an API company,” he says, “And because we’re a platform, our customers will often incorporate our processes into their workflows. What that means for our customers is that rather than having to enter information into our portal manually, they can incorporate that API directly into their own process. That way they can eliminate the need for manual copy-paste work.”

This is an excerpt from The Impact of Automation on Modern Business. The eBook was generously sponsored by CA Technologies.