By Robin Elrod, published on Twitter, Facebook, and LinkedIn in May 2023, explores the challenges of balancing customer data collection with customer privacy concerns in the digital era. The report, Twilio's 2023 State of Customer Engagement Report, examines trends in real-time personalization and customer engagement, drawing insights from business leaders and consumers worldwide. It highlights the importance of patience and long-term planning in becoming a customer-centric company, as exemplified by Amazon's success with John Rossman. The report also features discussions on embracing "phygital" interactions, breaking down data silos, and creating a culture of metrics and accountability. Companies like BarkBox, Discover, Nike, Peloton, Good Eggs, Camping World are setting the bar for digital customer engagement, and Twilio's Transform Together events bring together leading businesses to share and learn about the future of digital engagement.