Everest names Concentrix a CXM leader in all regions
- Everest Group named Concentrix a CXM Services PEAK Matrix Leader
- Concentrix led across the Americas, APAC, and EMEA regions
- Only 2 of 63 assessed providers led in all three regions
- Concentrix reported a 53% sales conversion lift from generative AI
FREMONT, UNITED STATES — Concentrix has earned Leader status in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix 2026 across the Americas, Asia-Pacific (APAC), and Europe, Middle East, and Africa (EMEA) regions.
Only two of the 63 customer experience management providers assessed by Everest Group achieved the Leader tier across all three regions, marking Concentrix’s 11th consecutive year in the assessment.
iX Suite and agentic AI drive highest vision axis ranking
Concentrix is a global customer experience company providing integrated CXM services, technology, and analytics solutions across more than 70 countries and approximately 300,000 team members worldwide.
According to a press release, Concentrix earned the highest positioning on Everest Group’s vision axis in all three regions, the only provider to achieve this distinction, recognized for its iX Suite autonomous capabilities, Agentic Operating Framework (AOF), and integrated technology-and-people delivery approach.
The firm also deployed Forward Deployed Engineering (FDE) to embed artificial intelligence (AI) solutions directly inside client operations, alongside AI-powered advisor assistance and AI-driven sales training programs.
“Enterprises need technology that works at scale, inside their real-world operations,” said Chris Caldwell, president and chief executive officer at Concentrix.
Gen AI drives 53% sales conversion lift across client programs
Concentrix reported a 53% increase in client sales conversion rates through generative AI deployment, alongside a 56% increase in revenue per chat through AI-driven sales training.
One enterprise client achieved a 20-times increase in monthly revenue after Concentrix redesigned its customer success operating model, automating key workflows while redirecting human advisors to higher-value customer interactions.
Everest Group cited Concentrix’s relationship management, analytics capabilities, domain expertise, commercial flexibility, and operational delivery as additional drivers of its consistent Leader positioning across all three assessed regions.
Caldwell added, “We bring together the people, technology, and intelligence, orchestrating human expertise and AI, to create experiences and outcomes that matter.”
CXM providers face intensified pressure from enterprise buyers demanding AI-native delivery, outsourcing efficiency gains, and digital transformation capabilities across global regions simultaneously, compressing the competitive field and elevating AI orchestration platforms as the primary differentiator in large-scale vendor selections.
For business process outsourcing (BPO) buyers evaluating customer experience partners, Concentrix’s Leader positioning in all three regions signals that its AI orchestration model now operates at a consistency and scale few competitors can replicate within a single vendor relationship.
Related news
- Concentrix sees 30% productivity gains from AI in Philippines · 2 Sep
- Concentrix invests $33Mn in new Philippine site, opens iX360 hub · 11 May
- Concentrix Q1 revenue hits $2.5Bn amid AI enterprise growth · 3 Apr
Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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