The Age of Intelligent Transformation with Concentrix: How AI and Human Ingenuity Are Shaping the Future of Customer Experience

In today’s business landscape, intelligent transformation is no longer a buzzword—it’s a strategic imperative. Enterprises worldwide are rapidly adopting generative AI and modernizing their technology to deliver faster, more personalized, and more human customer experiences. According to a global study by Concentrix and Everest Group, over half of business leaders now prioritize technology modernization, AI, and customer experience above all else.

What sets leaders apart is their commitment to blending AI with human talent. As Bogdan Herea, VP of Engineering EMEA at Concentrix, explains:

“For decades, Concentrix has been at the forefront of blending technology with human ingenuity and empathy to transform customer experiences. With iX Hero, we’re equipping advisors with a powerful AI-driven toolkit that enables smarter, more efficient conversations, happier and more loyal customers, and increased revenue.”

Concentrix’s latest innovation, iX Hero™, is a prime example of this approach. Part of the Intelligent Experience (IX) suite, iX Hero is an agentic AI-powered application that works alongside advisors, consolidating information from multiple systems and delivering fast, accurate, and consistent answers. This empowers teams to solve customer needs efficiently while keeping the human touch at the center.

The data shows a clear trend: while 41% of companies are still piloting AI, the most forward-thinking organizations are already scaling up, building the infrastructure and talent needed for safe and effective transformation. These leaders see AI not as a cost, but as a growth enabler—and they’re choosing partners who can deliver end-to-end, outcome-driven solutions.

Conclusion: The Get It Done Era

The future of customer experience belongs to those who can combine advanced technology with human empathy and expertise. At Concentrix, we’re ready to help you get it done—powering a world that works, today and into the future.

Ready to unlock your intelligent transformation?

Discover more about iX Hero™ and the Concentrix IX Suite at Bucharest Tech Week, Future Summit: AI.