A new IDC whitepaper sponsored by Twilio explores the importance of integrated customer engagement platforms (CEPs) in driving personalized interactions, increasing profits, and building trust with customers as data security concerns grow. Only one-third of companies have a CEP or interoperable communication tools, but 98% are working on establishing one to access omnichannel benefits. Customer trust is built on effective security and privacy, and 45% of companies prioritize customer satisfaction, while 41% prioritize customer trust and privacy. Successful customer engagement requires trusted zero-party and first-party data, and by 2024, 50% of companies plan to upgrade their marketing technologies, including CEPs, to remain competitive.