We’re excited to announce that our latest webinar, “2026 AI Report: Customer Gap vs Automation Strategy, Trends and Pitfalls within Conversational AI and Voice AI,” is now available on demand!
For years, enterprise customer service strategies have been built around the idea that digital channels would steadily replace voice. Investment shifted accordingly, with automation focused on digital self-service and long-term plans based on declining call volumes. But customers never fully made that shift. New findings from ContactBabel reveal a growing disconnect between customer behavior and enterprise automation strategy, creating real risk across cost, growth, and customer experience.
Conversational AI and Voice AI webinar on demand
In this 1 hour session hosted by Yoleidy Carvajal, Head of Strategic & Partner Marketing at Teneo.AI , Anne Jenkins, VP of Solution Architecture at Teneo.ai, and Steve Morrell, Managing Director and Industry Analyst at ContactBabel, explore the latest data behind this widening gap and what it means for organizations planning the future of customer service. From the continued dominance of voice to the limits of digital-only automation, this webinar offers practical insight into where strategies are falling short and how leaders can rethink automation for long-term resilience. Whether you lead CX, contact centre operations, digital transformation, AI, or service strategy, this is an essential watch.
Watch Now On Demand!
Find our other webinars here!
Highlights from the Webinar
The Growing Strategy Gap
Discover why enterprise assumptions about declining voice demand no longer reflect reality, and how this misalignment is shaping customer service performance.
Voice Still Matters Most
Learn why customers continue to prefer voice in urgent, complex, and emotionally sensitive situations, even as digital options expand.
When Digital Failure Drives Contact
See how failed digital journeys often push customers into voice channels, increasing frustration, effort, and operational pressure.
Why Automation Is Falling Short
Understand the common pitfalls that limit automation success, from designing for deflection instead of resolution to measuring containment over outcomes.
Rethinking Cost and Contact Drivers
Explore what the latest data reveals about the real drivers of cost, repeat contact, and customer dissatisfaction.
A Framework for Smarter Long-Term Decisions
Gain practical context for reassessing channel strategy, automation priorities, and the role of voice in future-ready customer service.
Access the On-Demand Webinar Here!
Ready to understand where customer behavior and automation strategy are diverging, and what to do about it?
Watch our on-demand session to learn how leading organizations can close the gap, improve customer outcomes, and build more resilient conversational AI and voice AI strategies for the years ahead.