Concentrix Named a Leader in Customer Experience Management as AI Orchestration Defines the Industry’s Future
Everest Group again ranks Concentrix as a global CXM Leader, with its AI-enabled iX Suite credited for strong, quantified client outcomes.
Rhea-AI Summary
Concentrix (CNXC) has been named a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® 2026 across all three regions: Americas, APAC, and EMEA.
Of 63 providers assessed, Concentrix is one of only two to achieve a Leader ranking in all three regions and is placed highest on the vision axis in every region. Everest Group awarded the company the highest possible scores in EMEA for portfolio mix, vision and strategy, and scope of services, while Concentrix retained and strengthened its vision and capability positioning in the Americas and APAC despite increased competition.
The company highlights its proprietary iX Suite, including autonomous capabilities, an Agentic Operating Framework, and Forward Deployed Engineering, as driving measurable client outcomes such as a 53% increase in sales conversion rates, a 56% increase in revenue per chat, and a 20X increase in monthly revenue through transformed customer success operations.
Positive
- One of only two CXM providers rated a Leader in all three regions
- Earned highest possible EMEA scores for portfolio mix, vision & strategy, scope of services
- Gen AI advisor assistance drove a 53% increase in sales conversion rates for clients
- AI-driven sales training delivered a 56% increase in revenue per chat for clients
- Transformed customer success model achieved a 20X increase in monthly revenue for a client
- Recognized as a CXM PEAK Matrix Leader for the eleventh consecutive time
Negative
- None.
Key Figures
- Providers assessed
- 63 providers
- Everest Group CXM Services PEAK Matrix 2026
- Leaders across all regions
- 2 providers
- Of 63 assessed providers; Americas, APAC, and EMEA
- Sales conversion increase
- 53%
- Gen AI-powered advisor assistance
- Revenue per chat increase
- 56%
- AI-driven sales training
- Monthly revenue increase
- 20X
- Transformed customer success operating model
- Consecutive Leader recognitions
- 11th
- Annual Everest Group CXM PEAK Matrix
Previous AI Reports
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NelsonHall named Concentrix a Leader across AI enablement, operationalization, and training.
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NelsonHall recognized Concentrix for GenAI business transformation with reported client performance metrics.
24h Move is the share-price change in the day after each event; other market factors may also have contributed.
Key Terms
customer experience management technical
gen ai technical
AI-generated analysis. How Rhea-AI works. Not financial advice.
Everest Group's Customer Experience Management (CXM) Services PEAK Matrix® 2026 recognizes Concentrix as a Leader on the matrix across all three regions, with growth in vision and capability across every geography
NEWARK, Calif., Sept. 10, 2026 (GLOBE NEWSWIRE) -- Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today announced that Everest Group has positioned the company as a Leader in its Customer Experience Management (CXM) Services PEAK Matrix® 2026, placing it highest on the vision axis across all regions. Of 63 CXM service providers assessed, Concentrix was one of only two to achieve a Leader ranking in all three regions: Americas, APAC, and EMEA.
This accomplishment reflects the company's ability to design, build, and run integrated technology and people operations inside the world's most complex enterprises; turning ambition into operational reality. Concentrix clients highlighted the company's relationship management, innovation and analytics capabilities, responsiveness, proactive support, domain expertise, commercial flexibility, and operational delivery as key strengths.
Everest Group awarded Concentrix the highest possible scores in its EMEA report across the critical categories of portfolio mix, vision and strategy, and scope of services. In both the Americas and APAC, Concentrix retained and strengthened its position on the vision and capability axis, despite increased competition in both markets.
The results of the Everest Group report and Concentrix client outcomes demonstrate that the company's proprietary iX Suite, including its autonomous capabilities, Agentic Operating Framework (AOF), and Forward Deployed Engineering (FDE), are delivering measurable results and enabling clients to bring together people, technology, and operations into a single, coherent model.
Concentrix helps clients achieve measurable business outcomes, and recently delivered a
"Enterprises need technology that works at scale, inside their real-world operations," said Chris Caldwell, President and CEO of Concentrix. "We bring together the people, technology, and intelligence, orchestrating human expertise and AI, to create experiences and outcomes that matter. Clients trust us with their customers, and that trust is what makes the difference between a strategy on paper and one that delivers. We're proud that Everest Group continues to recognize both our vision and our proven ability to execute it."
Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® 2026 report reflects a central challenge facing every enterprise today: incorporating new technology into business and operations requires operating model redesign. Everest Group identified the combination of consulting-led transformation, proven production-ready technology, and outcome accountability as the critical factors that accelerate value realization for buyers and found that growth in CXM is no longer driven by contact volumes, but by complexity, technology, and outcomes.
The recognition marks the eleventh consecutive time Concentrix has earned Leader positioning on the annual Everest Group CXM PEAK Matrix®. This year's report evaluated providers across operational services, value-added services, CX consulting and process optimization, and technology, reflecting the full scope of what enterprise clients need as they operationalize AI at scale.
For more information on Concentrix' CXM services, visit www.concentrix.com.
About us: Powering a World That Works
Concentrix (NASDAQ: CNXC), is the Fortune 500® technology and services company, helping the world’s best brands create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world’s most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we’re the intelligent transformation partner that helps clients across every major industry move from ambition to measurable, scalable performance. Virtually everywhere. Visit concentrix.com to learn more.
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Safe Harbor Statement
This news release includes forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. Forward-looking statements include, but are not limited to, statements regarding the company’s capabilities and positioning to deliver business outcomes and solve challenges for its clients, and statements that include words such as believe, expect, may, will, provide, could and should and other similar expressions. These forward-looking statements are inherently uncertain and involve substantial risks and uncertainties that could cause actual results to differ materially from those expressed or implied by such statements. Risks and uncertainties include, among other things, risks related to the company’s ability to successfully execute its strategy, competitive conditions in the company’s industry, and other factors contained in the Company’s Annual Report on Form 10-K for the fiscal year ended November 30, 2025 filed with the Securities and Exchange Commission and subsequent SEC filings. We do not undertake a duty to update forward-looking statements, which speak only as of the date on which they are made.
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FAQ
What is Everest Group’s CXM Services PEAK Matrix® 2026 evaluating for Concentrix and its peers?
The 2026 CXM Services PEAK Matrix® evaluates providers across operational services, value-added services, customer experience consulting and process optimization, and technology. Everest Group’s analysis reflects what enterprise clients require as they redesign operating models and operationalize AI at scale, and it emphasizes consulting-led transformation, production-ready technology, and outcome accountability as key accelerators of value.
Which specific strengths did Concentrix clients highlight in this assessment?
Clients highlighted Concentrix strengths in relationship management, innovation and analytics capabilities, responsiveness, proactive support, domain expertise, commercial flexibility, and operational delivery. These areas were cited as factors underpinning the company’s ability to design, build, and run integrated technology and people operations inside complex global enterprises.
What role does Concentrix’ iX Suite play in its CXM positioning?
The company’s proprietary iX Suite, which includes autonomous capabilities, an Agentic Operating Framework (AOF), and Forward Deployed Engineering (FDE), is described as enabling clients to orchestrate people, technology, and operations into a single model. Concentrix reports that these tools are delivering measurable business outcomes such as higher sales conversions, increased revenue per chat, and large gains in monthly revenue through transformed customer success operations.
How long has Concentrix been recognized as a Leader on Everest Group’s CXM PEAK Matrix®?
This recognition marks the eleventh consecutive time that Concentrix has earned Leader positioning on the annual Everest Group CXM PEAK Matrix®. The current 2026 report continues this multi-year track record of Leader status.