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BUSINESS Monday 7 deceMber 2020
Twilio CEO discusses why pandemic lifted tech to new heights

By MICHAEL LIEDTKE a survey of about 2,500
AP Technology Writer (business) decision-makers
SAN RAMON, Calif. (AP) — over the summer and we
Twilio has emerged as a asked them: Has COVID
technological backbone impacted your digital
for thousands of companies plans? Unsurprisingly, 97%
during the pandemic. Its said yes, it has. But we
users rely on its digital tools wanted to quantify how it
to connect with customers has changed those road
through mobile apps, call maps. So we asked them
centers and messaging how much do you think
services as the shift to online it has accelerated your
commerce and curbside digital road maps? And
pickup accelerates. the average was six years.
The San Francisco company It's not like we are going to
ended September with undo all this stuff.
208,000 customers, a 21% Q: Do you think the
increase from the same time tremendous wealth being
last year, while its revenue created by technology
surged 52%. Despite its companies is alienating the
rapid growth, Twilio still rest of society?
hasn't proven it can be A: My belief in building
profitable. The 12-year-old Twilio is that corporations
company has amassed exist to benefit people,
nearly $1 billion in losses not the other way around.
since it was co-founded Corporations are a
by its CEO, Jeff Lawson, a construct that humans
software programmer who invented. It's not like some
got the idea for Twilio while This undated photo provided by Twilio shows Twilio CEO Jeff Lawson. natural law of the universe
helping Amazon build its Associated Press that corporations exist.
now-massive web services Corporations are a super
division. The companies that have A: One of them is the patient engagement organism that are allowed
Investors clearly believe (done that) really invested contact center. A few much more than they have to exist because of laws. I
Twilio has established in agility by hiring software years ago, we launched ever before, in particular, think it's up to companies
itself as a vital service. developers, listening to a contact center product telemedicine. So, if you go to act morally and ethically
The company's stock customers, not creating a that is all software. It runs in to a doctor's office, instead to improve the world
price has tripled this year, five-year road map, but the cloud, so the only thing of going in and waiting in around them because of
boosting Lawson's fortune creating a sprint after sprint the (call center) agents the waiting room and there their existence. Otherwise,
to an estimated $2.3 billion. to keep getting better and need is a computer, they is no place to sit and you there is no God-given right
Lawson recently talked by better. The companies that just plug in a headset. are worried whether you for companies to exist.
video to The Associated evolved to incorporate There is not a hard(wired) are getting COVID just by However, I don't think
Press. these agile practices, those phone, so they can really being in there, you wait you can say at this point,
Q: What are some of the are the ones that really be anywhere. So when you in a virtual queue. It's like let's go back and put the
lessons that Twilio has excelled and were able to had to send everybody curbside pickup for the genie back in the bottle.
learned during these trying meet the challenges and home, they could actually doctor's office. But what you can do as
times? demands of COVID. keep working. Q: Does it feel like the digital entities is ensure you are
A: The need for agility, Q: What are some Another big area of shift has been moving even a good neighbor, ensure
to kind of change on a areas where you saw acceleration for us was in faster this year? you are a good part of the
dime and incorporate faster growth than you health care. We're seeing A: This is the year of the great community and you are
new information and anticipated because of the the world's medical systems digital, not transformation, strengthening the world
responses to problems. pandemic? turn to using electronic but acceleration. We did around you.q

Hartford Courant, oldest U.S. newspaper, to close its offices

HARTFORD, Conn. (AP) — The Hart- lisher and Editor-in-Chief Andrew ing Co. announced in August that in 1764. "At a time when so many
ford Courant, the oldest continu- Julien told staffers in an email Fri- was closing newsrooms at five of cities have seen their papers of re-
ously published newspaper in the day. its other papers, including the New cord close down altogether, we're
United States, plans to close the "It won't change the essence of York Daily News and the Capital fortunate that the Hartford Cou-
newsroom and offices it has been what we do: Delivering the high- Gazette in Annapolis, Maryland. rant continues in operation, with
operating out of since the mid- impact journalism readers have Company spokesperson Max Rein- committed reporters on the beat
1940s by the end of the year. come to expect from the Courant sdorf told the Courant in an email covering our city and our state ev-
Though the newspaper will con- and crafting creative solutions that "as we progress through the ery day," said Hartford Mayor Luke
tinue to be published, its par- that meet the needs of our adver- pandemic and as needs change, Bronin.
ent company said it will consider tising partners," Julien wrote. we will reconsider our need for "But it's a sad day and a tough
whether it's necessary to open a The building in Connecticut's cap- physical offices." blow to see the Tribune Publishing
new office. ital has been largely empty since The Courant announced in Octo- Company close the newsroom
"This is a decision about real estate many staff members began work- ber the newspaper will be printed and physical headquarters of
needs amid a difficult and chal- ing remotely in March during the in Springfield, ending more than the oldest continuously published
lenging time on both the public coronavirus pandemic. 250 years of publication in Hart- newspaper in America," Bronin
health and economic fronts," Pub- Chicago-based Tribune Publish- ford. It began as a newsweekly said.q