Twilio provides an industry-leading communications and data platform that empowers organizations to personalize experiences, optimize AI, and create strong relationships with customers. The company's latest innovation, Flex Unify, aims to unify multiple backend enterprise systems to provide a golden customer profile that uses real-time data to deliver hyper-personalization across virtual interactions and agent conversations. This unified profile will be used to generate inferred traits such as churn risk and lifetime value, influencing routing strategies and cross-sell/upsell guidance to agents. Twilio also announced CustomerAI in June 2023, which integrates with Flex Unify to provide an open and extensible technology layer that differentiates how AI impacts customer engagement. The company's Flex platform will now offer a true omnichannel experience across every channel by providing the data and context needed to enable customers and agents to switch between channels freely.