Jamie Reynolds

Jamie Reynolds inquired about the details of a recent displacement of a CRM vendor, asking what capabilities NICE provided that the competitor lacked. She also asked about the performance of seasonal customers in Q4 relative to expectations.

Answer

Scott Russell, CEO, explained that the customer sought an integrated customer engagement platform for unified voice, digital, and AI, avoiding fragmentation. NICE offered end-to-end orchestration, data, and process on a single stack for better ROI and CX. Beth Gaspich, CFO, expressed satisfaction with Q4 seasonality, noting a 50 basis point FX tailwind and an earlier-than-anticipated go-live of a large international deal contributed positively.

Jamie Reynolds inquired about the capabilities NICE brought that led to a displacement of a CRM vendor, and how the performance among seasonal customers trended in Q4 relative to expectations.

Answer

CEO Scott Russell explained that the displacement was driven by the customer's need for an integrated, unified customer engagement platform for voice, digital, and AI, which NICE provided for end-to-end orchestration, leading to better ROI and customer experience. CFO Beth Gaspich stated that Q4 seasonality was healthy and pleased, with a 50 basis point foreign exchange tailwind and an earlier-than-anticipated go-live of a large international deal contributing.

Jamie Reynolds asked if Twilio is improving its upfront selling motion for new customer acquisition, as opposed to primarily relying on landing and expanding with additional functionality later.

Answer

Thomas Wyatt, Chief Revenue Officer, explained that Twilio uses two acquisition methods: a product-led self-service channel with improved onboarding, and a direct sales team focused on hunting new, larger ISV or enterprise accounts. He noted that the direct sales business has been very strong in the last six months, with AEs focused on landing customers and then transitioning them to strategic AEs for growth.

Jamie Reynolds asked if Twilio is improving its upfront selling motion for customer acquisition, as opposed to primarily relying on landing and expanding with more functionality later, given the impressive list of customer wins.

Answer

Thomas Wyatt, Chief Revenue Officer, explained Twilio's two customer acquisition methods: a product-led self-service channel and a direct sales team focused on hunting new, larger ISV or enterprise accounts. He noted the direct sales business has been strong, with AEs landing customers and then transitioning them to strategic AEs for account growth. This motion has been working and is continuously fueled.

Jamie Reynolds from Morgan Stanley inquired about the adoption trends for new modules like PagerDuty Advanced and Enterprise Plus. He also asked for additional color on the differing demand trends between the SMB and enterprise segments of the business.

Answer

CEO Jennifer Tejada explained it is 'still early days' for the new modules but noted strong customer interest at events. She highlighted a change to seed AI capabilities across all pricing plans to reduce adoption friction. Tejada also confirmed an improving demand signal from the SMB segment for two consecutive quarters, led by well-funded native AI companies, a trend that is also crossing over into the enterprise.

James Reynolds asked about potential adoption hurdles for newer AI functionalities beyond Draft One and the impact of recent FAA waiver process improvements on the Drone as a First Responder (DFR) business.

Answer

CEO Patrick Smith acknowledged that advanced features like vehicle intelligence might see slower adoption in some jurisdictions but noted strong interest in productivity tools like the real-time translator. Executive Jeffrey Kunins added that the broad AI suite offers a 'palette of choices,' increasing overall value. Regarding DFR, Smith and Kunins called the FAA changes a 'meaningful step forward' and stated that DFR is 'going mainstream,' with growth expected to accelerate in the second half of the year.

Jamie Reynolds of Morgan Stanley asked about the specific factors driving the improved traction and strong bookings performance in Axon's international markets.

Answer

EVP Joshua Isner attributed the international success to improved leadership under the new CRO, Cameron Brooks, which has led to better team quality and execution. He noted that while it's still a "grind" dealing with federal governments, customer momentum is building. CEO Patrick Smith added that new AI capabilities, like real-time translation, are generating significant global interest.

James Reynolds, on behalf of Meta Marshall, inquired about the key drivers behind the continued increase in average revenue per customer and asked about the durability of the strong Q1 gross margin performance throughout the rest of 2025.

Answer

CEO David Morken attributed the growth in average revenue per customer to broad adoption of the Maestro and AI Bridge platforms, which drives increased usage, cross-selling, and upselling. CFO Daryl Raiford stated that while quarterly margins can vary, the full-year guidance implies margins consistent with Q1's performance, keeping Bandwidth on track to meet its medium-term target of 60% or more in 2026.

Jamie Reynolds, on for Meta Marshall, asked for early demand signals and the monetization strategy for the new SVX product and Assist AI feature.

Answer

EVP and COO Jack Molloy described high customer interest, including from competitors' clients, giving an example of a police department upgrading to APX NEXT radios specifically for the SVX. EVP and CFO Jason Winkler explained monetization will be driven by increased APX NEXT adoption and software attachments. EVP and CTO Mahesh Saptharishi highlighted how SVX's superior audio quality and data integration significantly enhance AI-assisted reporting.