Concentrix and Everest Group Release Landmark Study on AI Operating Models
A new study by Everest Group and Concentrix reveals that organizations must transform their operational models for the AI era through either evolution or reinvention to maximize competitive advantage.
Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, has released findings from a market study conducted by Everest Group titled "Reinvent or Evolve: Intelligent Operation Models Shaping AI-Enabled Journeys." The research examines the operational models successful businesses use to synchronize people, artificial intelligence, data, and technology to drive superior business outcomes and enhance customer relationships.
Operational Models for the AI Era
The study reveals that while many organizations have adopted artificial intelligence, most could achieve significantly better results by leveraging it as a core enabler within a broader operational strategy. Businesses must redesign their operating models specifically for the age of artificial intelligence, with two primary pathways available for maximizing competitive advantage:
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Evolution: Artificial intelligence enhances human-led operations through human-machine collaboration.
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Reinvention: Complete redesign from the ground up around an operational environment driven by artificial intelligence and autonomous agents.
Key Findings and Executive Insights
Surveying over 1,000 global organizations, the study found that only about 16% of executives expect artificial intelligence to autonomously lead most customer interactions by early 2027. Meanwhile, 31% anticipate a hybrid human-AI model, and 41% foresee a strictly human-driven workforce. The research highlights that the greatest barrier to artificial intelligence success is not the technology itself, but data governance and cross-functional synchronization.
"The conversation about artificial intelligence often focuses on technology adoption, but the bigger challenge is operating model transformation," noted Sharang Sharma, vice president at Everest Group. "As organizations advance toward artificial intelligence-driven customer journeys, they need partners who can build a clear framework for governance, accountability, and execution."
Chris Caldwell, president and CEO of Concentrix, emphasized that the greatest opportunity lies in creating entirely new ways to deliver value rather than merely automating existing processes. Einat Binyamini, founder and head of the Israeli branch of Concentrix, added that Israeli managers are deploying artificial intelligence at unprecedented speeds and must make precise strategic decisions between evolution and reinvention.
