Twilio has added support for using the `verb` in TwiML to provide a more engaging experience for customers waiting in a queue. This allows developers to customize the wait time experience, making it more targeted and entertaining. The `verb` can be used to remind callers that they can have the call back, gather information from them while they wait, or even play a game to pass the time. By using this feature, developers can create innovative experiences for customers who are waiting in a queue, making their experience less frustrating and more enjoyable. Twilio provides resources and examples, such as GitHub repositories and live demos, to help developers get started with creating custom queue experiences.