Chris Caldwell

Chief Executive Officer of Concentrix with over two decades at the company, focused on applying AI to customer experience, personalization, and operationalizing AI at scale for large brands.

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Nov 5, 2025 • 29min

Chris Caldwell on the Power—and Limits—of AI

Chris Caldwell, CEO of Concentrix with over 20 years in the industry, discusses the transformative power of AI in customer experience. He highlights how trust and transparency are essential for effective AI adoption and how hyper-personalization creates individualized customer interactions. Caldwell shares insights on balancing personalization with privacy and explains the necessity of a culture of experimentation in AI projects. Real-world examples illustrate how timely, data-driven recommendations enhance customer engagement and retention.

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