1、THE GLOBAL CUSTOMER ENGAGEMENT REPORT 2022Maximizing the Omnichannel CX With AICustomers LOVE a great experience and this reports chock-full of insights on how to use communications to make customers excited to spend time and money on YOU!CLICK TO EASILY MOVE THROUGHOUT THIS DOCUMENT -2 Table of Con

2、tentsExecutive Summary.3Current Use and Satisfaction.4Facts About Today.5Facts About Tomorrow.7The Channels:Video.9The Channels:Messaging/SMS.10The Channels:Social Media.11The Channels:Email,Voice,and Verification.12Tomorrow and Tomorrow.13Before,During,and After the Purchase:Research vs.Purchasing.

3、14Before,During,and After the Purchase:Shopping vs.Purchasing vs.Problem Solving.15Before,During,and After the Purchase:Facts About the Journey.16Before,During,and After the Purchase:Post-Purchase Follow-Up.17The Business Impact of Digital Expectations:Danger Zones and Comfort Zones.18The Business I

4、mpact of Digital Expectations:Frustrations and Elations.20AI Is Your Friend.22Think,Plan,and Expand With AI.23AI+CX for the Win.24Conclusion.25How Vonage Can Help.26Get Started.26M -3 Executive SummaryVonages Global Customer Engagement Report 2022,the eleventh in the series,shows that multichannel t

5、he ability to connect several channels through one platform is now table stakes.Customers expect an efficient customer experience(CX)in the FIRST channel they choose.Your best hope for providing that?Omnichannel enhanced by artificial intelligence(AI).The 2021 edition of this report found that busin

6、esses will“always need to engage customers and prospects with calls,texts,and emails,but the ones that adopt a multichannel strategy are best positioned to win now and in the future.”But this 2022 edition informed by 4,638 customers,ages 1874,across five global regions reveals something else:that in