Get the consumer insights for 17 regions around the world. Then shape your engagement strategy with communications tools that customers love. Your CX efforts will love them, too.
The Undeniable AI Love
AI and Great CX In the latest Vonage Global Customer Engagement Report, we outlined the top insights from customers across the globe regarding frustrations, AI comfort levels, and channel usage. In this special edition, we deep dive into the details for each region with country-specific insights and trends. Now you can plan your goto-market strategy and ultimately reach, engage, and nurture customers in your local market. Ready for AI and great CX?
APAC The region loves mobile phone calls and app-based phone calls and messages. And WhatsApp is a favorite for calls, messages, and video chats among these increasingly active communicators.
EMEA Preferences for traditional methods like mobile phone calls and email remain strong, along with non-SMS apps mainly for messaging. There is moderate interest in moving more toward AI-enabled channels for voice, messaging, and video.
LATAM The region shows high usage across most communication methods, with WhatsApp the dominant choice for voice calls, messages, social media, and video chats. Future plans indicate that even more engagement with AI-enabled channels is likely.
UK Traditional methods such as email, mobile phone calls, and SMS text messages are preferred — but appbased messages and phone calls trail only slightly. Several platforms have moderate usage, such as
WhatsApp and Facebook, and UK consumers appear likely to make only moderate changes.
The U.S. U.S. consumers remain focused on SMS text messages, mobile phone calls, and email — but also show interest in moving toward more AI-enabled channels. Usage of built-in apps such as FaceTime continues to outpace those more popular globally (such as WhatsApp).
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