New Vonage Research Highlights Continued Rise of AI and Its Impact on CX

Core Insights - The Global Customer Engagement Report 2025 highlights the growing demand for AI-powered customer interactions and the importance of enhancing customer experience (CX) through technology [1][2][3] AI in Customer Experience - The report indicates a continued increase in comfort with AI interactions, emphasizing the need for businesses to automate and personalize customer experiences [3][7] - AI is seen as a key component in improving communication across various channels, allowing for more meaningful customer interactions [3][4] Global Preferences for AI Communication - In the APAC region, preferences for AI-enabled communication include non-SMS messaging apps (31%), phone calls via messaging apps (30%), and live chat via mobile apps (25%) [4] - U.S. consumers show a preference for traditional methods like SMS and mobile calls, but there is moderate interest in AI-enabled channels such as non-SMS messaging apps (26%) and push notifications (23%) [5] - EMEA markets maintain strong preferences for traditional communication methods, with emerging interest in AI-enabled channels like non-SMS messaging apps (28%) and phone calls via messaging apps (22%) [6] Customer Challenges and AI Solutions - Common customer frustrations include long wait times (65%) and the need to contact customer service multiple times (65%), which AI solutions can help alleviate [8][9] - The report notes that 75% of customers are likely to switch providers after a bad experience, highlighting the importance of effective customer engagement [9][10] Survey Methodology - The Global Customer Engagement survey included over 7,000 participants across 17 markets, conducted in September 2024, focusing on communication preferences and the value of excellent customer service [11]