Brand communications Archives

Singapore – Twilio, the customer engagement platform known for delivering real-time, personalised experiences, has launched ‘Rich Communication Services (RCS)’ messaging globally through its programmable messaging and verify APIs, offering businesses enhanced branded communication and seamless customer trust-building without the need for code changes.

RCS elevates traditional messaging by incorporating branded sender identification directly within customers’ default messaging apps, allowing recipients to instantly recognise and trust the source of the message. This update enables businesses to send branded, verified communications that foster trust and boost customer loyalty—all without requiring any code changes.

To expound, Twilio RCS offers branded messaging by automatically upgrading SMS to RCS on compatible devices, including business logos, taglines, and verified sender identification, ensuring trust and engagement. It enables rich content with interactive features like call-to-action buttons, carousels, and quick replies, driving higher engagement and conversions. Importantly, businesses can adopt RCS without code changes, as Twilio manages brand verification, carrier onboarding, and fallback to SMS when RCS is unavailable.

Twilio’s RCS expansion is driven by its 2024 consumer survey, where 75% of respondents said branded texts increased their trust, and nearly half (49%) trusted messages more when logos or check marks were present. This trust led to action, with 40% making repeat purchases and 25% making first-time purchases through trusted communication channels.

RCS is a crucial component of Twilio’s broader suite of solutions for trusted, branded communications across all channels, including branded caller ID and BIMI support for email. Twilio’s APIs empower businesses to deliver engaging, recognisable messages that cut through the noise and drive ROI.

Inbal Shani, chief product officer of Twilio Communications, said, “At Twilio, we believe building engagement with your customers should be as seamless and trusted as possible. RCS makes this a reality by delivering richer interactions, improved deliverability, and most critically, building trust in your brand, without changing a single line of code.”

Paul Nashawaty, practice lead for application development and modernisation at Futurum, stated, “According to a recent study by Futurum Research, businesses using RCS have experienced a 32% increase in customer engagement and conversion rates compared to traditional SMS. Twilio’s latest announcement makes sense focussing on RCS solutions to help drive value for their customers. This is likely due to RCS’s ability to deliver richer, more interactive content, such as images, videos, and buttons, which can enhance the customer experience and drive higher ROI.”

Twilio’s RCS messaging is now available globally in public beta for Programmable Messaging and fully available in Verify. Previously limited to Android, Apple’s upcoming support for RCS on iPhones paves the way for broader adoption of the technology.

India – Aditya Birla Capital (ABC) – one of India’s prominent financial institutions from the Aditya Birla Group – has appointed Dentsu Creative India as its lead brand communications agency. The account will be serviced from the agency’s Mumbai office.

As per the mandate, Dentsu Creative India will be managing the creative services for ABC – the corporate brand – and five of its subsidiaries. This includes developing and implementing advertising campaigns across various mediums to enhance the brand’s communication and messaging.

Darshana Shah, head of marketing and customer experience at Aditya Birla Capital, said, “DENTSU CREATIVE India has been a longstanding partner of ABC, and I am pleased to have them as the brand’s retainer agency across our numerous lines of business. This year, we have accomplished some truly exciting projects, with a sharp focus on our health insurance, life insurance, and mutual fund businesses. Collaborating with DENTSU CREATIVE has been an absolute delight, as their dynamic and enthusiastic team shares our vision of propelling the brand forward in the new digital-first consumer era.”

“Together, we aim to leverage the trust associated with our parent brand, Aditya Birla Group, and bring the brand ABC to the masses in India. Our goal is to simplify their financial needs and become trusted a partner throughout their life stages. I am looking forward to the remarkable outcomes that this partnership will yield,” continued Shah.

Commenting on the partnership, Indrajeet Mookerjee, president of South & West at Dentsu Creative India, added, “We are delighted to be working with Aditya Birla Capital and to have won the mandate as the lead ATL agency. This reflects the trust that we have built over years of collaboration on key projects spanning mutual funds and health and life insurance, including the celebrated ‘Dear Money’ campaign, which was a defining chapter in Aditya Birla Capital’s communication journey. The confidence shown in us is a testament to the modern and creative solutions that DENTSU CREATIVE incorporates across businesses. We are truly honored to be a part of this journey and look forward to achieving many successful business and creative outcomes together.”

Aalap Desai, chief creative officer of creative experience for West at Dentsu Creative India, commented, “We have had a great history of collaboration with Aditya Birla Capital, and it is truly an honor to now officially join forces with them. Working with a fantastic brand team that is in sync with our own team is refreshing, rare, and valuable. It almost feels like we are one team working towards the common goal of creating memorable work that resonates with the audience. Aditya Birla Capital has always been inventive in presenting real solutions to real challenges in the financial services industry, and we at DENTSU CREATIVE take pride in offering the perfect balance of strategy and creativity.”

In February, the Vietnam leg of Dentsu Creative named Dentsu veteran Siddarth Malhotra as its CEO.

Sydney, Australia – Advertising and customer experience agency The Works, which is part of global company Capgemini, has recently been appointed by the Australian arm of electronics company LG Electronics to work for the brand’s communication in the country.

Through the appointment, The Works is currently developing brand campaigns under LG’s ‘Life’s Good’ marketing platform, for its wide range of consumer electronics such as televisions, laptops, smart speakers, vacuums, refrigerators, washing machines and dryers.

The integrated campaigns will be LG’s first locally produced master brand work in more than 10 years and will showcase some of the unique product features LG’s products are known for. Said integrated campaigns are set for release later this year.

Gemma Lemieux, marketing director at LG Electronics Australia, said, “The Works impressed us with their understanding and insights of our key categories, and the creative executions will connect with Australians in a fun and exciting way as we tell the important next phase of the LG story.”

Meanwhile, Kristie Thistlethwaite, managing partner at The Works, commented, “LG is an iconic global brand and we’re delighted to be given the opportunity to work on developing campaigns that have a distinct Australian outlook. Now more than ever we’re looking for products that make our lives at home that little bit easier and LG has an innovative portfolio which does just that.”

The emergence of the coronavirus facilitated a massive pivot in both the business and the communications landscape. Much of what we knew was discarded, with new paradigms and thought processes rushed into place.

Brands have been blindsided

Rushed policy announcements and u-turns meant that ‘business as usual’ communications plans were flung out the window.

Many have turned to what we call ‘sympathy mode’, which are those irritating messages which start something like ‘Due to the pandemic’, as their key driver – forgetting that they need to take a ‘business as usual’ approach to communications and focus on their brand and the positives it can still contribute. We’ve seen an increasing number of brands even in the start of 2021 go back into these old ways again, ultimately degrading their brand perception.

Communication has gone increasingly online

As traditional print publications fail to retain or reach pre-pandemic numbers, online becomes the relevant pivot for them. The work-from-home (WFH) phenomena created less traveling time, which can equate to more screen time – thus, the chance to be a message recipient.

We are simply now consuming more online content. Not only that, we are consuming it through an increasing number of platforms where all are not credible and reliable at that.

New demographics are entering the landscape

Not so much the kids – but the older members of society who were forced online to do day-to-day activities because of the first lockdown – have become sustained users of platforms and are now a significant demographic for marketers to consider when developing their communications plans.

This means: more platforms, more audience, and more content, and also – more clutter – for your brand to try and differentiate themselves from.

“Due to the MCO…” simply doesn’t cut it, nor does traditional passive content. Shared experience and solutions for the shared experience stands out more – create a place in people’s lives, something they can personally relate to, in order to be seen in a stronger position.

Communications is a 24/7/365 industry – don’t ever let someone tell you it’s not

An active online presence is the very minimum to keep going, even if your brand store is shut – there are many ways to solve customer’s products. If you can’t do it physically via a shop, and you’re not sustaining communication online, you might as well close the doors permanently.

Some did give up though. That was wrong. Sustained communication is essential for brands. Your competitors are still communicating; and you don’t want to lose out. If you’re not active, you will be forgotten, and your loyal publics will go to your competitors.

Regular communication helps SMEs, especially the struggling ones

It keeps stakeholders in the loop. For some stakeholders, brands (and their communication) are a beacon of hope – so at the very least, by attempting to keep communication programs open, your brand could be inspiring or motivating others. This is a time to help your communities, not to put your head in the sand.

But, be strategic about it. The biggest ‘no-no’ is reminding people of the absolute predicament we are in. Using the C-word, reiterating lockdowns and pandemic advice – all bad. Early days it was considered ‘education’, but it’s pretty much been a year now, and education is not required.

The most important job for a brand is to let their publics know that they are there, they have solutions (i.e. products and services the customer needs), and that they have mechanisms to get these to their customer.

The sympathy vote is no longer viable and infuriates increasing numbers of people

Focus on forgetting the past and the blow the pandemic had on peoples’ lives and businesses, rather, work on solutions and support for your customers to access your brand easily and conveniently given current parameters.

Don’t drop the communication link just because you’re in crisis mode – now is the time brands should be enhancing their communication.

Alter your voice to be heard

Folks from public relations always advise to resonate with your customers; tell personal stories, show relationship to their everyday lives. Still do this, but adjust the narrative to suit the times – what is our ‘shared community experience’ today, and how can we engage with that?

It needs to be more sincere. That personal connection is now paramount. It needs less of the chest-puffing and the halo-polishing; we don’t care for that narrative anymore, and it won’t buy you any new fans. Don’t show off – harder times mean those boasting are seen in a more negative light, brands included.

As for that all-important internal communication, ensure it is open and honest. As simple as that. Keep everyone on the same page, and give as much heads-up as possible. Tomorrow is uncertain, both internally and externally, but doing our best to communicate with teams ensures that there is a buffer on surprises, and also showcases your commitment (or not) to them.

This is a crisis like no other

In reality, there are two crises. One, the pandemic. A public health crisis which is causing additional stress on entire societies. Two, a potential crisis with your brand. Not a crisis about your brand (unless you’ve done something terrible to contaminate people), but a crisis in your brands’ economic viability.

Your response needs to be about how you can still connect to your customers and make their lives easier during trying times.

You don’t need a CEO going on record to talk about their challenges (pity publishing is so 2020); you simply need to ensure you communicate what you can currently do, and how you can connect with and deliver to customers. Nothing more, nothing less.

As for the role of the agency, the industry itself has gone very WFH. The industry has taken on different roles with clients. Communications professionals are both strategists and business continuity advisors. You have gone from communications (and pretty predictable outcomes) to visionaries (more-so than before), and have gone from client-agency relationship to partners. You are more involved in brands, and you are a bigger part of their decision-making.

But nothing is set in stone. Pre-pandemic normality might hit tomorrow, and the rules of the game may change yet again overnight. Staying abreast of changes, public sentiment, and available technologies will help. But remember, you don’t exist if you can’t be heard – so keep that communication going!

This article is written by Dr Craig J Selby, managing director at Orchan Consulting.

Orchan is a communications agency based in Malaysia that provides organizations and brands PR, crisis management, and internal communications.