The future of customer engagement relies on having first-party data, which is being sent to Segment using Event Streams and Twilio Voice Data. This allows for the creation of personalized experiences by aggregating internal representation of customers with metadata generated from communication channels like Messaging or Voice. The process involves enabling Voice Insights Advanced Features via API or Console, setting up a source in Segment, creating an Event Streams Sink, and subscribing to specific call records. Once the pipeline is set up, data can be used to analyze customer behavior, determine preferred communication channels, and unlock business outcomes by correlating call data with desired outcomes.