In recent years, digital leaders have shifted to a virtual and digital-first landscape, offering engaging experiences that connect consumers to their services; however, there is a disconnect between how well businesses perceive these experiences and what customers actually feel, with 75% of companies overestimating the quality of their personalized experiences; building better virtual experiences requires thoughtful consideration, such as optimizing for video quality, user convenience, and flexibility in customization; leveraging Twilio's solutions can help get started with creating personalized and seamless virtual engagements.