Global Customer Engagement Report 2025 | Where AI Meets CX

Welcome to the intersection of customers and communications. This is where your communications strategy matches customer preferences for the ultimate engagement and experience. Getting here isn’t easy … which is why we asked over 7,000 customers across 17 global markets for their insights, pain points, and must-know preferences. Their feedback fueled our data-driven roadmap. And we’ve charted this easy report to direct the way. Join us as we guide you through an exciting AI and CX ride.

The findings reported were sourced from August to September 2024 from in-market research panels — across 17 global markets — comprising 7,077 customers, ages 18–74. The survey was conducted in each market’s leading language or languages, and the average completion time was 15 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 5 percent — were omitted.