Where AI Meets CX
- Asma Asad
- Mar 31
- 2 min read
The Vonage Global Customer Engagement Report 2025 highlights key trends in how businesses communicate with their customers. Based on insights from 7,000+ consumers across 17 global markets, the report sheds light on persistent frustrations, evolving expectations, and the growing role of AI in customer interactions.
Here are the main takeaways:
1. Customers Still Struggle with Long Wait Times
People want fast responses from businesses, but they still face long waits or multiple interactions to resolve issues. Despite many tech solutions, these problems persist.
2. Bad CX Drives Customers Away, Good CX Builds Loyalty
🔘 75% of customers will leave after a bad experience.
🔘 Almost 48% will switch providers after just one or two bad interactions.
🔘 A great experience makes customers more likely to leave positive reviews, recommend the business, stay loyal, and even buy more.
3. Data Breaches Hurt Trust
🔘 75% of consumers are less likely to stay with a company that has a security breach, even if their data isn’t leaked.
🔘 If personal data is exposed, nearly 90% of customers will consider leaving.
4. AI Improves Customer Service
Customers want quick solutions across any channel—calls, texts, emails, etc. AI-powered automation can provide instant support, like push notifications and chatbots, to keep businesses available 24/7.
5. AI Can Solve Issues on the First Try
Instead of customers switching channels to get help, AI can optimize the first contact, ensuring a smoother experience. Businesses must understand customer preferences and integrate AI smartly.
6. AI-Powered Chatbots Are Smarter Than Ever
Old chatbots followed rigid scripts, but new AI-driven ones can understand and respond more naturally. These intelligent agents help customers complete tasks efficiently, improving overall service.
As AI continues to shape the future of CX, businesses must embrace smart automation while keeping customer needs at the center.
Kommentare