AI shortens the route to any CX destination. So hit the road with the latest Global Customer Engagement Report from Vonage, a global cloud communications leader. The report takes you on an informative journey through customer frustrations, channel preferences, and AI-enhanced solutions.
AI and the Road to Resolution
This year’s findings reiterate some common, long-standing customer challenges and frustrations, with respondents reporting the highest level of frustrations with:
- Long wait times to speak to an agent – 65%
- Having to contact customer service multiple times – 65%
- Being forced to describe an issue to multiple agents/being transferred multiple times – 63%
But the good news is that these challenges are paving the way for AI-powered solutions like
virtual assistants, chatbots, or smart IVRs. With these tools, you can eliminate long hold times or respond to inquiries around the clock, while skills-based routing can transfer customers to the right agent when a human touch is required.
This can go a long way toward mitigating the risk of customer attrition — the report shows that, after a bad customer experience, 75% of customers are likely to take their business elsewhere, and 48% only need one or two bad experiences before they leave for good.
On the other hand, after a great customer experience, 52% of customers will become more loyal to a company or provider, and 35% will make additional purchases.
The Global Customer Engagement Report included more than 7,000 participants across 17 global markets. Conducted in September 2024, GCER explored the varied channels customers use for communicating with friends, family, and businesses — including voice, messaging apps, email, social media, chat, and more — and the immense value of delivering excellent customer service.
Explore the full Vonage Global Customer Engagement Report 2025 for more insights.
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