Insights

Ideas, research and case studies worth your time.

Practitioner-grade thinking from inside the operations and AI deployments of the world's most demanding brands.

Applied AI

The agentic shift: what enterprise leaders should build now

Agentic AI is here, but the value is hiding in operating models. A framework for what to build, buy and pilot in the next four quarters.

8 min readRead article

Research

Customer Experience

Beyond NPS: measuring experiences that actually predict retention

We analyzed 1.4B interactions across 12 industries. Here are the four signals that beat NPS at forecasting churn — and how to instrument them.

12 min readRead

Point of view

Trust & Safety

Designing moderation programs that protect people and policy

A practitioner’s view on wellbeing-first moderation: tooling, supervision, AI assist and metrics that should matter to your board.

10 min readRead

Whitepaper

Operations

Back-office, front-line: shared services as a strategic asset

Companies winning in 2026 treat finance, HR and supply ops as customer-facing. The playbook we’ve seen work at scale.

18 min readRead

Case study

Revenue

How a $4B SaaS leader rebuilt its global SDR motion in 90 days

A four-quarter program that lifted pipeline 41% and net-retention 11 points — without adding marketing headcount.

9 min readRead

Research

Industry

The connected car: why automotive CX is the next CX frontier

EVs, OTA updates and connected services are redefining the customer relationship. We surveyed 12,000 drivers across 9 markets.

11 min readRead

Whitepaper

Applied AI

The Concentrix iX evaluation framework

An open framework for evaluating enterprise AI: accuracy, safety, drift, escalation and human factors. Includes 47 example tests.

22 min readRead

Case study

Customer Experience

A telecom went from #6 to #2 in J.D. Power — here’s the program

Three years of program design, retention plays, AI assist and frontline craft — distilled into a transferable operating model.

13 min readRead

Event

Operations

Concentrix Forum 2026 — operating in the age of agentic AI

Our annual gathering of practitioners, executives and partners. Singapore, March 18–20. Limited invitations.

Save the dateRead

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