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.”
• 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.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Concentrix Corporation published the original content used to generate this news brief via GlobeNewswire (Ref. ID: 202609170901PRIMZONEFULLFEED9828626) on September 17, 2026, and is solely responsible for the information contained therein.