Ryan Peterson

Chief Product Officer at Concentrix, responsible for the technology used in customer service. Focuses on making advisors effective and supporting them with AI capabilities.

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Aug 7, 2025 • 40min

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

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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