Where AI Meets CX: Your Practical Roadmap

AI shortens the route to any CX destination. So hit the road with the latest Global Customer Engagement from global cloud communications leader Vonage. It is full of customer frustrations, channel preferences, and AI-enhanced solutions.

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AI and the Road to Resolution

This year’s findings also reiterate some of the common customer challenges and frustrations that are paving the way for AI-powered solutions with respondents reporting the highest level of frustrations with:

Long wait times to speak to agent - 65%
Contacting customer service multiple times - 65%
Describing issue to multiple agents/being transferred multiple times - 63%

By enhancing these connections through the power of AI, a virtual assistant, chatbot, or smart IVR can eliminate long hold times or respond to inquiries around the clock, while skills-based routing can transfer to the right agent when a human touch is required. This can go a long way toward mitigating the risk of customer attrition as the study shows that, after a bad customer experience, 75% of customers are likely to take their business elsewhere and 48% of customers only need one or two bad experiences before they leave for good.

Conversely, after a great customer experience, 52% of customers will become more loyal to a company or provider and 35% of customers will make additional purchases.

The Global Customer Engagement survey included more than 7,000 participants across 17 global markets. Conducted in September 2024, the survey 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.

Read the full Vonage Global Customer Engagement Report 2025 for more insights.

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