Reinvent or Evolve? New Report Reveals the Two Paths to AI Success
Concentrix highlights Everest Group research showing that redesigning operating models, not just deploying tools, is key to scaling AI in customer journeys.
Rhea-AI Summary
Concentrix (CNXC) announced results of an independent Everest Group study on how enterprises can design operating models to capture more value from AI.
The report, titled “Reinvent or Evolve: Intelligent Operating Models Shaping AI-Enabled Customer Journeys”, identifies two main approaches: Evolution, where AI augments human-led operations, and Reinvention, which redesigns operations around native, agentic AI. The research finds that only about 16% of enterprises expect AI to autonomously handle most customer interactions next year, with governance and cross‑functional orchestration cited as the largest barriers. An example case shows a retailer achieving 31% faster responses using Agentic AI. Concentrix highlights its proprietary iX Suite as a way to help clients integrate people, data, technology, and operations into AI-enabled customer journeys.
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Key Figures
- Enterprise AI autonomy
- 16%
- Enterprises expecting AI to autonomously lead most customer interactions next year
- Response-time improvement
- 31% faster
- Leading retailer example using Agentic AI
Previous AI Reports
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Everest Group recognized Concentrix as a CXM leader across three regions.
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Key Terms
agentic ai technical
AI-generated analysis. How Rhea-AI works. Not financial advice.
Concentrix commissions Everest Group to study driving AI value from transforming operating models, not simply automating work
NEWARK, Calif., Sept. 17, 2026 (GLOBE NEWSWIRE) -- Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today announced findings of an independent market study, conducted by industry analyst firm, Everest Group. The report explores the operating models that successful businesses will use to orchestrate people, AI, data, and technology to deliver better business and customer outcomes.
Reinvent or Evolve: Intelligent Operating Models Shaping AI-Enabled Customer Journeys, discusses that while many enterprises have adopted AI, most could achieve better outcomes by maximizing AI as a key enabler of a broader operating strategy.
This report demonstrates that organizations need to redesign their operating model purposely for AI, with two core paths to maximize competitive advantage: Evolution, where AI makes human-led operations smarter and more efficient through human & AI collaboration, and Reinvention, which sees a wholesale redesign around a native AI and agentic operating environment. Currently, only about
Based on research independently conducted across enterprise decision-makers, the report finds the biggest barrier to AI success isn't the AI itself, it's the ability to establish governance, and orchestrate execution across functions, technologies, and teams at scale.
"The conversation around AI often focuses on technology adoption, but the bigger challenge is operating model transformation," said Sharang Sharma, Vice President, Everest Group. "As enterprises move toward AI-enabled customer journeys, they need partners that can create a clear framework for governance, accountability and execution. Success will depend less on deploying AI tools and more on creating the organizational readiness to scale them effectively across the business."
"The biggest opportunity organizations have with AI isn't to automate what's already there. It's to create entirely new ways of delivering value," said Chris Caldwell, President & CEO of Concentrix. "The organizations seeing the strongest results are redesigning customer experiences, embedding AI into the flow of work, and combining human expertise with intelligent technology to achieve better business outcomes. That's where the next generation of competitive advantage will emerge."
The report found that organizations are moving beyond AI as a standalone tool, to reshaping customer experiences through operating model redesign. For example, a leading retailer was able to deliver responses
As AI moves from experimentation to enterprise scale, businesses need partners that can orchestrate strategy, consulting, technology, and operations into a united ecosystem. Through its proprietary iX Suite, Concentrix helps clients unite people, technology, data, and operations to evolve existing journeys and enable AI-native experiences.
To learn more about the study and its findings, visit Reinvent or Evolve: Intelligent Operating Models Shaping AI-Enabled Customer Journeys.
About Everest Group
Everest Group is a leading research firm helping business leaders make confident decisions. The firm's research and advisory services help organizations navigate market challenges, strengthen business performance, and drive transformative outcomes across technology, business processes, engineering, talent, sustainability, and sourcing.
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
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FAQ
AI-generated questions and answers. How Rhea-AI works. Not financial advice.
What are the two operating model paths to AI success identified in the report?
The report outlines two core paths. Evolution focuses on using AI to make human-led operations smarter and more efficient through collaboration between humans and AI. Reinvention involves a wholesale redesign of operations around a native, agentic AI environment, creating AI‑first ways of working and customer engagement.
What does the research identify as the biggest barrier to AI success?
The research finds that the biggest barrier is not the AI technology itself but the ability to establish governance and orchestrate execution across functions, technologies, and teams at scale. Everest Group notes that success depends on clear frameworks for governance, accountability, and execution.
How are organizations moving beyond AI as a standalone tool?
The report finds that organizations are shifting from using AI as a standalone tool to redesigning customer experiences through operating model changes. One example is a leading retailer that used Agentic AI to deliver responses 31% faster, creating a scalable path to lower cost‑to‑serve.
What role does Concentrix’s iX Suite play in AI-enabled customer journeys?
Through its proprietary iX Suite, Concentrix helps clients unite people, technology, data, and operations. The company describes this as enabling both the evolution of existing customer journeys and the creation of AI‑native experiences within an integrated operating ecosystem.
How does Concentrix position itself in relation to AI and customer experience?
Concentrix positions itself as a Fortune 500 technology and services company that designs, builds, and runs integrated human and AI solutions. The company states that it leverages insights from billions of interactions to help over 2,000 organizations address complex challenges and pursue AI‑enabled, measurable performance improvements.