Concentrix launches framework to fix failed enterprise AI pilots
CALIFORNIA, UNITED STATES — Concentrix has introduced its new Agentic Operating Framework, designed to help enterprises overcome the widespread problem of failed artificial intelligence (AI) pilots and translate technology investments into real business outcomes.
Tackling the challenge of failed AI deployments
AI has promised to revolutionize industries, but many companies have struggled to move beyond experimentation and fully leverage its potential.
A recent MIT study found that a staggering 95% of generative AI pilot programs at companies are failing to achieve measurable impact, despite enormous enthusiasm and investment across industries.
According to Concentrix, the Agentic Operating Framework provides enterprises with a structured ecosystem that extends beyond basic chatbots or isolated tools. It combines readiness assessments, brand-aligned language models, agentic engineering, and data management into a comprehensive strategy designed to effectively scale AI.
“While many enterprises are struggling to get pilot projects off the ground, Concentrix is helping clients shift from just implementing technology to fully operational AI,” said Ryan Peterson, Executive Vice President and Chief Product Officer at Concentrix.
“Businesses want repeatable, scalable paths to outcomes and through the technology and services in our agentic framework, our experts design, build and run a playbook that delivers,” he added.
The company emphasizes its “technology-agnostic” approach, integrating both strategic partners and proprietary solutions from its iX suite. Its proprietary Agentic Value Maps are designed to pinpoint where human and AI collaboration can bring the greatest returns.
Concentrix blends AI and human touch for CX growth
Concentrix has already tested the framework with early adopters. A leading North American airline worked with the company to reshape its customer experience strategy, resulting in a roadmap that retained the airline’s “human-touch” while unlocking an estimated $150 million in new revenue opportunities and $45.8 million in cost-saving returns through automation and redesigned customer experience processes.
Peterson noted that the framework’s value lies in addressing not just technology, but also the people and processes behind it.
“Concentrix is among the few organizations to successfully use AI and automation at scale, both across our own global operations, and for many of our clients,” he said.
AI reshaping outsourcing and customer experience management
The launch of the Agentic Operating Framework underscores a broader trend in the outsourcing and customer experience management industry: AI is no longer about tools, but about systemic integration.
While businesses seek partners that can combine consulting, operations, and technology, such as Concentrix, positioning themselves as guides for businesses navigating the complexities of AI.
In many ways, this signals a new chapter for outsourcing, one where value comes not only from cost efficiency, but also from delivering measurable, AI-driven business transformation.
Concentrix previously ranked #6 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
