Vonage has recently published its Global Customer Engagement Report 2025, marking the 13th iteration of this annual study. The report highlights the growing significance of artificial intelligence (AI) in enhancing customer experience (CX) as businesses increasingly adopt AI-driven communication tools. This year’s findings underscore a notable shift in consumer preferences, with a marked increase in the comfort and willingness to engage with AI technologies.

Key Findings on AI Adoption

The report reveals several compelling statistics regarding the anticipated rise in AI usage over the next 6-12 months:

  • Chatbots: 32% of respondents plan to increase their use, up from 23%.
  • Video Chat: 28% will enhance their usage, slightly up from 26%.
  • Voice Personal Assistants: 26% expect to utilize these more, compared to 22% previously.
  • Automated Phone Support: 25% will increase usage, up from 21%.
  • Webpage/In-app Calling: Also at 25%, rising from 22%.

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These figures illustrate a clear trend towards integrating AI into everyday customer interactions, allowing businesses to provide more personalized and efficient service.

Global Perspectives on AI in CX

The report also sheds light on regional differences in AI adoption. In the Asia-Pacific (APAC) region, there is a strong preference for AI-enabled communication methods such as:

  • Non-SMS messaging apps (31%)
  • Phone calls via messaging apps (30%)
  • Live chat through mobile applications (25%)
  • Video chats (14%)

Conversely, U.S. consumers show a preference for traditional methods like SMS and phone calls, while expressing moderate interest in newer channels like non-SMS messaging (26%) and push notifications (23%). In Europe, the Middle East, and Africa (EMEA), traditional communication methods remain dominant, although there is emerging interest in AI-enabled options.

Addressing Customer Challenges with AI

The report highlights persistent customer frustrations that AI can help alleviate. A significant 65% of respondents reported dissatisfaction with long wait times to speak with agents, while another 65% expressed frustration over needing to contact support multiple times. Additionally, 63% were annoyed by having to explain their issues to multiple agents. By implementing AI solutions like chatbots and virtual assistants, businesses can streamline these interactions, reducing hold times and improving overall satisfaction.

The Impact of Positive CXs

The findings also indicate that positive CXs can significantly enhance loyalty. After a satisfactory interaction, 52% of customers are likely to remain loyal to a brand, while 35% may make additional purchases. In contrast, negative experiences can lead to high attrition rates; after a bad experience, 75% of customers are likely to switch brands.

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FAQS

1. What is the main focus of Vonage’s Global Customer Engagement Report 2025?

    The report emphasizes the growing role of AI in enhancing CX and engagement. It highlights trends in customer communication preferences and the increasing comfort with AI-powered interactions across various channels.

    2. What specific AI-driven capabilities are consumers planning to use more in the next year?

    According to the report, notable increases in usage are expected for:

    • Chatbots: 32% of respondents
    • Video chat: 28%
    • Voice personal assistants: 26%
    • Automated phone support: 25%
    • Webpage/in-app calling: 25%

    3. What is the significance of positive customer experiences according to the findings?

    The report indicates that a positive customer experience can significantly enhance loyalty; 52% of customers are likely to remain loyal after a satisfactory interaction, while 35% may make additional purchases. Conversely, negative experiences can lead to high attrition rates, with 75% of customers likely to switch brands after a bad experience.

    Conclusion

    As Vonage’s Global Customer Engagement Report illustrates, the integration of AI into customer service strategies is not just beneficial but essential for businesses aiming to meet evolving consumer expectations. The increasing comfort with AI technologies points towards a future where personalized and efficient customer interactions are the norm. Companies that leverage these insights will be better positioned to enhance customer satisfaction and foster loyalty in an increasingly competitive landscape.

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