3374: Concentrix CPO on AI, Trust, and the Next Generation of CX

Aug 7, 2025

Ryan Peterson, Chief Product Officer at Concentrix, discusses how AI is transforming customer service from a cost center into a revenue-driving powerhouse. He highlights the surge in upsell revenue, fueled by AI supporting human agents. Ryan emphasizes the rise of 'agent engineers'—new specialists who optimize AI systems, enhancing personalization and real-time engagement. He also showcases the award-winning iXhello platform, which exemplifies how AI enhances service without eliminating jobs, paving the way for a collaborative future in customer experience.

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ANECDOTE

AI Doubles Upsell Revenue

Concentrix saw upsell revenue rise from $500,000 to $1.6 million per month by supporting human agents with AI.
AI helps identify happy customers ready for upsell, creating over $10 million additional yearly revenue.

ADVICE

Test AI for Empathy and Escalation

Test AI thoroughly to ensure it handles conversations with empathy and knows when to hand off to a human.
Avoid fully replacing humans until AI is ready to maintain trust and prevent customer churn.

ADVICE

Effective Chatbots with Human Backup

Use chatbots for quick answers and ensure seamless handoff to humans with summary of what was tried.
Employ real-time translation in chatbots to engage customers in their native languages and reduce costs.

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Customer service used to be seen as a cost center. Something to manage, streamline, and, if possible, outsource or automate. But what happens when AI shifts that narrative entirely?

In this episode of Tech Talks Daily, I sat down with Ryan Peterson, Chief Product Officer at Concentrix, to unpack how customer service is being reimagined as a revenue-driving engine. With 430,000 advisors handling millions of calls for brands across every major industry, Concentrix isn’t theorizing about the future. They’re building it.

Ryan shares how blending human empathy with AI efficiency is creating faster resolutions, stronger loyalty, and in some cases, serious bottom-line results. One example saw upsell revenue rise from $500,000 to $1.6 million per month simply by supporting human agents with smart, context-aware AI assistants.

We also talk about the evolution of the agent’s role. Far from replacing jobs, AI is creating a new class of specialists called agent engineers. These are people responsible for maintaining, optimizing, and guiding AI systems that now work alongside human teams. This shift is opening doors for deeper personalization, real-time translation, and richer customer engagement across channels and geographies.

Ryan also gives us a behind-the-scenes look at Concentrix’s award-winning IX...Low Platform, which was recently named Intelligent Personal Assistant of the Year. Supporting over 7,000 AI agents and offering robust security and integration capabilities, the platform is designed for scale and resilience. It's not just handling simple FAQs. From legal contract analysis to proactive service interventions, these AI agents are transforming how enterprise support works.

We close with a forward-looking conversation about hyper-personalization, ethical AI integration, and the long-term role of trust in CX strategy. Ryan’s optimism is clear, but it’s grounded in metrics, use cases, and a deep understanding of what businesses actually need to deliver meaningful customer experiences.

If you're curious about what customer service looks like when AI and humans collaborate effectively, or what it takes to move from handling complaints to driving conversion, this is the conversation you’ll want to hear.