#USA #customer engagement #AI Influence #Vonage #Holmdel, NJ

The Rising Influence of AI on Customer Experience

In a rapidly evolving digital landscape, Vonage has unveiled its Global Customer Engagement Report 2025, which sheds light on the significant role artificial intelligence (AI) is playing in enhancing customer experience (CX). Having established itself as a pioneer in cloud communications, Vonage continues to provide insights that help businesses navigate their digital transformation journeys.

Key Findings

The report indicates a surge in demand for AI-driven interactions among consumers, suggesting a broadening acceptance of these technologies in everyday communications. Notably, the increasing use of chatbots, video chats, and voice personal assistants underscores a fundamental shift in customer engagement expectations. According to the findings:

• - 32% of participants plan to increase their usage of chatbots within the next six to twelve months, a marked rise from 23% last year.
• - 28% are looking to enhance their experience via video chats, slightly up from 26%.
• - The utilization of voice assistants and automated phone support is also on the rise, reflecting a clear preference for more personalized interaction through various platforms.

These data points emphasize how companies can meet customers where they are, by offering tailored experiences that feel both automated yet personal.

The Global Perspective

Moreover, the survey’s insights extend globally, highlighting divergent preferences in communication across various regions. For instance, in the Asia-Pacific (APAC) region, AI-enabled communications are increasingly favored through non-SMS apps, while U.S. consumers show a stronger tendency towards traditional text and call methods. The EMEA regions display a mix of traditional methods still favored, alongside emerging interests in AI functionalities. This reveals that while AI technology spreads, companies need to strategically consider regional preferences to enhance their engagement practices effectively.

Common Customer Frustrations

Alongside these opportunities, the report outlines persistent challenges faced by customers in service interactions. Frustrations such as long wait times and repeated interactions highlight the demand for efficient AI solutions. Specifically, the survey showed:

• - 65% of participants reported dissatisfaction with wait times to speak to an agent.
• - A similar percentage expressed frustration with having to contact customer service multiple times without resolution.

Such statistics make a pressing case for businesses to leverage AI tools like virtual assistants and chatbots, capable of streamlining communication and ensuring that customers feel heard and valued at every touchpoint.

Promising Customer Loyalty

Interestingly, the report indicates that delivering exceptional customer service can foster brand loyalty. Following a positive experience, 52% of customers expressed an increased likelihood of remaining loyal to a brand, while 35% hinted at a higher probability of making additional purchases. This points to a clear financial incentive for businesses to enhance their CX strategies with AI.

Conclusion

In summary, Vonage's Global Customer Engagement Report 2025 serves not just as a commentary on the present state of customer interactions, but as a roadmap for companies willing to embrace the future. By understanding and adapting to consumer preferences for AI in communications, businesses can reduce friction, elevate the customer journey, and ultimately drive success, turning everyday transactions into enriching conversations. For more comprehensive insights, industry stakeholders can refer to the full report.

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About Vonage: Vonage is at the forefront of cloud communication technologies, offering solutions that integrate various communication channels, including video, voice, and messaging, into existing business workflows effectively, enabling a transformation in how companies operate and engage with their customers and partners worldwide.