Concentrix-backed study maps two operating model paths for scaling AI-enabled customer journeys

Concentrix published an Everest Group market study on AI-enabled customer journeys, framing two operating-model paths: “evolution” or “reinvention.”

The report flags governance and cross-functional execution as the main constraint on AI outcomes, rather than AI tool adoption.

Only 16% of enterprises expect AI to autonomously lead most customer interactions next year, pointing to gradual adoption at scale.

Agentic AI cut response times 31% at a retailer, highlighting potential cost-to-serve pressure through faster customer service.