Vonage – Global Customer Engagement Report, 2025

The main theme of the report is the exploration of customer engagement and communication strategies with a focus on the use of artificial intelligence (AI) to enhance customer experience (CX).

Key findings include the growing use of AI in customer support, customer preferences across various communication channels, and the impact of AI on customer satisfaction. The report highlights the importance of quick response to customer inquiries and the need to improve authentication methods and data protection.