Vonage Global Customer Engagement Report 2025

The Vonage Global Customer Engagement Report 2025 is the 13th annual report that summarizes key communication trends to enhance customer engagement. It incorporates insights from over 7,000 consumers across 17 global markets, highlighting persistent issues in customer service such as long wait times and the need for multiple contacts to resolve issues. The report emphasizes the importance of customer experience (CX) and presents statistics indicating that a significant percentage of customers are likely to switch providers after negative experiences. It also discusses the growing role of AI in customer service, noting that customers are increasingly comfortable with AI-powered support tools, although concerns about data security remain prevalent. The report outlines various communication channels preferred by consumers, including messaging, video, and voice calls, and provides regional insights into customer preferences. Additionally, it details the evolution of AI tools in enhancing customer interactions and the necessity for businesses to adapt to these changes to improve overall customer satisfaction.