New Vonage Research Highlights Continued Rise of AI and Its Impact on CX

HOLMDEL, N.J., Feb 21 (Bernama) -- Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), has released its Global Customer Engagement Report 2025. Now in its 13th year, this year’s annual report outlines data and insights into customer communications preferences with businesses, highlighting emerging trends in artificial intelligence (AI) that are having a direct and positive impact on customer experience and engagement.

Commenting on the report, Reggie Scales, Global Head of Applications for Vonage said: “This year’s findings really underscore the power of emerging technology and how AI in particular continues to elevate the way today’s consumers expect to engage with their favorite brands. A highlight of this year’s results is the reinforcement on the importance of layering AI over existing programmable communications vehicles - voice, video, messaging and so many more. Engaging with customers on their channel of choice with features and capabilities that are more personalized, more automated and more meaningful will continue to set businesses up for success.”