Concentrix Tops Everest Group CXM Leaderboard Across All Regions
Event summary
- Concentrix named a Leader in Everest Group’s 2026 CXM Services PEAK Matrix® across Americas, APAC, and EMEA regions.
- One of only two providers to achieve Leader ranking in all three regions among 63 assessed.
- Everest Group highlighted Concentrix’s proprietary iX Suite, including autonomous capabilities and Agentic Operating Framework, as key differentiators.
- Company reported 53% increase in sales conversion rates and 56% rise in revenue per chat through AI-driven solutions.
The big picture
Concentrix’s repeated Leader status in Everest Group’s CXM rankings underscores the growing importance of AI orchestration in enterprise operations. The shift from contact volume-driven growth to complexity and technology-driven outcomes reflects broader industry trends toward operational model redesign. Concentrix’s ability to combine consulting-led transformation with production-ready technology positions it as a key player in the AI-driven CXM market.
What we're watching
- AI Integration
- How Concentrix will sustain its lead in AI-driven CXM as competitors accelerate their own AI orchestration strategies.
- Market Expansion
- Whether Concentrix can maintain its visionary positioning across all regions amid increasing global competition.
- Operational Scaling
- The pace at which Concentrix can scale its Forward Deployed Engineering model to meet enterprise demand for real-world AI integration.
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