Twilio has been named a leader in Omdia's Universe Customer Engagement Platform report for 2022, ranking high in "Customer Experience" and receiving praise from Omdia for its approach to creating data building blocks that automate conversations across customer journeys. Implementing a Customer Engagement Platform is crucial as it enables businesses to understand their customers' preferences and needs, leading to personalized engagement and higher ROI. According to Twilio's State of Personalization Report 2022, personalization is no longer a nice-to-have but a must for any business, with 75% of business leaders saying it's table stakes for digital experiences. The report also highlights the importance of building direct relationships with customers, mentoring them in ways that add value and growth to their journey, and using trusted first-party data to create personalized, real-time customer engagement. Twilio is positioning itself as a solution to help businesses navigate this new world of customer engagement and build brand ambassadors.