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Ready to crack the CX code?
Discover the hot-off-the-press findings that prove why omnichannel enhanced by AI offers your best shot at creating the CX customers crave.
This year’s findings couldn’t be clearer: Customers everywhere have enthusiastically adopted all the channels. But while an omnichannel approach is essential, being able to reach customers across every channel isn’t enough. What’s critical is giving customers a frustration-free CX in the channel they prefer most. And this 2022 report proves something we’d suspected all along — the only hope for delivering that sort of CX is AI.
And here are the two channels set to explode the most!
CHATBOT
VIDEO CHAT
30%
38%
25%
42%
28%
43%
29%
48%
37%
55%
30%
57%
Email
SMS text message
Commenting on social posts
Phone calls via messaging apps
Mobile phone call
Messaging via non-SMS apps
The channels customers love with friends and family — they DON’T love them for non-routine purchases!
Can you guess the popular channel’s UNpopular percentage before you roll over it?
Why are these numbers so low? Because without AI, these channels struggle to create a great CX — and they always will!
Why not businesses and service providers? Because of universal age-old frustrations that STILL — amazingly! — aren’t getting fixed
A bad CX — having to repeat themselves, on hold too long — prompts 75% of customers to take their business elsewhere.
Does that old story sound familiar? Bet you haven’t embraced AI yet!
Customers LOVE their communications with friends and family
About the research
Do they love communicating with businesses? Not so much! One thing they DON'T do with a smartphone: Put it down. App-based messaging. Mobile phone calls. Email. Social media posts. They do it ALL — non-stop.
Maximizing the Omnichannel CX
With AI
The Global Customer Engagement Report 2022:
4,638 customers. 11 countries. What did our 11th annual report reveal? Your customers are STILL frustrated with CX — and that won't change until you've embraced omnichannel enhanced by AI.
Video chat
With friends and family
With businesses and service providers
20%
14%
Global
NAM
LATAM
UK
EMEA
APAC
Video chat
Messaging via non-SMS apps
Mobile phone call
Phone calls via messaging apps
Commenting on social posts
SMS text message
Email
83%
50%
64%
45%
77%
49%
64%
46%
25%
19%
46%
42%
29%
18%
Video chat
Messaging via non-SMS apps
Mobile phone call
Phone calls via messaging apps
Commenting on social posts
SMS text message
Email
67%
21%
46%
24%
48%
19%
41%
18%
50%
21%
37%
20%
20%
9%
Video chat
Messaging via non-SMS apps
Mobile phone call
Phone calls via messaging apps
Commenting on social posts
SMS text message
Email
69%
28%
56%
33%
43%
21%
37%
20%
41%
22%
41%
28%
13%
9%
Video chat
Messaging via non-SMS apps
Mobile phone call
Phone calls via messaging apps
Commenting on social posts
SMS text message
Email
48%
31%
54%
40%
47%
32%
44%
30%
38%
26%
36%
31%
21%
16%
Video chat
Messaging via non-SMS apps
Mobile phone call
Phone calls via messaging apps
Commenting on social posts
SMS text message
Email
50%
37%
62%
37%
38%
22%
39%
22%
67%
33%
38%
31%
18%
14%
Customers can spot them a mile away — cold businesses that don't know how
to communicate like warm friends
Even with most companies’ digital transformation efforts well underway,
of customers are "very satisfied" with their business communications.
only 45%
And that makes a number like 45% mean big opportunities for CX.
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Long wait times to speak to agent
Contacting multiple times to resolve issue
Unable to answer your question, right person isn't available
Describing issue to multiple agents, being transferred multiple times
63%
63%
61%
85%
85%
83%
72%
72%
72%
67%
69%
69%
54%
54%
52%
Phone Call
Website/
ecommerce (cart)
Messaging through social media
Video chat
Email
Website chat
Text using mobile phone
25%
39%
36%
28%
17%
26%
38%
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Our report’s bursting with guidance on the EXACT channels you need to ensure a bright future for your CX.
Compare today's usage to the expected usage in 6–12 months.
14%
11%
27%
23%
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— Joy Corso, Chief Marketing Officer for Vonage
“
”
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The findings reported were sourced in July 2022 from in-market research panels — across five global regions — comprising 4,638 customers, ages 18–74. The survey was conducted in each market's leading language or languages, and the average completion time was 14 minutes. To ensure spreads in age, gender, and household income, quotas were set in each market, with the reported data weighted to represent actual age/gender proportions among the target populations. Panel members who self-identified as being the last among their friends and family to adopt new technology — approximately 6 percent — were omitted. Vonage was not identified as the survey's sponsor.
About the research
Today's usage
Today's usage
Expected
usage in 6-12 months
Expected
usage in 6-12 months
United Kingdom
93%
APAC
94%
North America
94%
EMEA
96%
Latin America
99%
Hover over the regions below to see the top frustrations
83%
69%
50%
61%
67%
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11% today's usage
14% today's usage
