{"id":74775,"date":"2025-10-14T17:30:38","date_gmt":"2025-10-14T16:30:38","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74775"},"modified":"2025-10-19T10:09:13","modified_gmt":"2025-10-19T09:09:13","slug":"concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/","title":{"rendered":"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer"},"content":{"rendered":"

Enterprises eager to use AI to enhance customer experience may have paused at a recent MIT report suggesting that 95% of organizations<\/a> aren\u2019t seeing returns on their AI investments. But failing isn\u2019t inevitable. It\u2019s a result of how organizations approach AI, treating it as a plug-and-play technology instead of an evolving capability that depends on people, data, and process working together.<\/p>\n

\u201cThe MIT story is looking not at did those pilots succeed in demonstrating the function that they were intended to, but have they failed to scale from that pilot to a full-scale implementation?\u201d Guy Bourgault, Head of Agentic Services at Concentrix<\/strong>, told CX Today in an interview. \u201cThose failures don\u2019t really have much to do with the AI or the platform that\u2019s providing the AI. They have to do with the organization\u2019s ability to operate that AI effectively.\u201d<\/p>\n

That distinction, between building AI and operating it effectively at scale, is where most organizations stumble. The pilots work. The models function. The dashboards light up. But when it\u2019s time to move from a proof of concept to a real, integrated customer experience, the project falls apart, leaving management wondering why.<\/p>\n

\u201cIt\u2019s not a question that has a single answer,\u201d Bourgault said. \u201cIt\u2019s a question that gets answered by a multitude of factors.\u201d<\/p>\n

And almost all of those factors trace back to how well a company connects its data, technology, people, and processes around the customer.<\/p>\n

\u201cThe first piece of context to set is they’re failing to scale,\u201d Bourgault said. \u201cThe pilots themselves are proving out the functional capability of AI, but those pilots are failing to progress from their pilot stage to a fully scaled integration, or a fully scaled deployment of AI, and that is happening for a variety of reasons.\u201d<\/p>\n

At the heart of the problem is how organizations think about AI \u2014 as a technology to buy, rather than a capability to operate.<\/p>\n

Organizations\u2019 understanding of the true cost of AI is probably not as accurate as it needs to be. They continue to think about AI as a kind of technology implementation initiative where you purchase a technology and you install it into your environment, and then you should be good to go. And that\u2019s not the way that AI is functioning.<\/p><\/blockquote>\n

AI isn\u2019t like a traditional piece of software that performs identically every time, Bourgault explained. \u201cIf you took a logic-based technology tool and asked it to do the same job 100 times in a row, it would do that same job the same way 100 times in a row. If you ask that of a generative AI, it will do it differently each and every time.\u201d<\/p>\n

That variability isn\u2019t a flaw \u2014 it\u2019s a feature. \u201cAI\u2019s performance is more similar to the way that humans behave than the way that logic-based machines behave,\u201d he said. \u201cIts performance improves over time.\u201d<\/p>\n

That performance depends as much on the framework surrounding AI as it does on compute power or model choice. Without a clear operating model, even the best algorithms won\u2019t deliver results. Organizations need the right capabilities in place that influence the performance of AI. To determine that, they need to ask a series of questions, Bourgault said:<\/p>\n

Do they have a knowledge base that\u2019s maintained, that\u2019s relevant, that\u2019s curated for AI consumption? Do they have a data ecosystem that\u2019s connected? Is their human workforce appropriately prepared for their roles to be adapted, for their business processes to change, for AI to be integrated into their daily work?<\/p><\/blockquote>\n

Those questions aren\u2019t about technology alone. They\u2019re about designing a hybrid workforce where AI and humans collaborate to deliver better customer outcomes.<\/p>\n

\u201cIt\u2019s not only the AI taking over tasks that humans do. It\u2019s humans adding tasks to their workload that involve supporting the AI, providing feedback on responses, providing guardrails to ensure that the AI\u2019s responses are appropriate.\u201d<\/p>\n

The Human Interface of AI at Salesforce\u2019s Dreamforce<\/h2>\n

With Salesforce\u2019s Dreamforce underway this week, conversations across San Francisco are centering on one theme: how humans and AI will interact in the enterprise. \u201cI think we will hear a bit of conversation around the human interface that we have with AI,\u201d said Bourgault, a speaker at the event. \u201cAnd I think there\u2019ll be some updates or demos that different partners who are speaking in Salesforce demonstrate that show the progression and the advancement that\u2019s happening with conversational AI and specifically voice assistants. I think that\u2019s pretty exciting.\u201d<\/p>\n

While Concentrix\u2019s products will make an appearance at Dreamforce, they won\u2019t be the main focus of the company\u2019s participation. \u201cWe\u2019ll include our products as part of the talk that I\u2019ll participate in, but they won\u2019t be the focus of what we\u2019re talking about,\u201d he said. \u201cI think the focus will be on the operating framework and the services and solutions that make up that framework, and how organizations can get started with those.\u201d<\/p>\n

At Dreamforce, it\u2019s also what\u2019s likely to stand out amid the buzz of new features and demos: a reminder that the future of AI in customer experience will be defined by how seamlessly tools are woven into the way organizations operate and serve their customers.<\/p>\n

The Real Value of AI Is Collaboration, Not Automation<\/h2>\n

One of the most common misconceptions, Bourgault said, is that AI\u2019s main purpose is to automate. \u201cThe true value of AI will be revealed through collaboration. It is as a collaborative tool, rather than as an automation tool, that AI can truly deliver the most value to an organization.\u201d<\/p>\n

That mindset shift has big implications for customer experience. Instead of using AI just to cut costs or reduce headcount, successful organizations are using it to enhance human expertise. They\u2019re helping employees make faster, more personalized, and more context-aware decisions for customers.<\/p>\n

[Y]ou have to be thinking both about the technology as well as the business process. You have to be thinking about the customer outcome, and you have to be thinking about a hybrid workforce of humans and AI that are both involved in delivering that outcome.<\/p><\/blockquote>\n

But this collaboration doesn\u2019t run on autopilot.<\/p>\n

The second most common misconception is that \u201cAI is something that you can plug into your environment and step back from and watch it do its thing right,\u201d Bourgault said. \u201cAI needs constant care, support and feeding. It needs constant monitoring and management to ensure that its performance is at the level of expectation that you have, and to make tweaks and refinements and adjustments as needed, and that will be often, because the environment will always be changing.\u201d<\/p>\n

Whether it’s a new version of an open-source large language model (LLM) requiring all of the prompts informing the AI’s behavior to be revisited, or changes to the data the AI refers to requiring it to consume new information for the first time, AI is never \u201cdone.\u201d It evolves, just like customer needs do.<\/p>\n

Silos Kill Customer Experience<\/h2>\n

Even when AI pilots perform well, scaling them across departments often hits a wall. \u201cOftentimes, when you have identified a use case and you\u2019ve integrated AI, it will be performing a category of function that has the potential to be leveraged more broadly across the organization,\u201d Bourgault said. \u201cAnd that isn\u2019t often happening because of the way that organizations are set up or siloed.\u201d<\/p>\n

That siloed approach wastes resources and fractures the customer experience. When marketing, service, and operations each build their own disconnected AI projects, the result is a patchwork of insights that can\u2019t deliver the seamless, personalized experiences customers expect.<\/p>\n

\u201cIt\u2019s more difficult to extract the maximum value from AI across an organization broadly when those silos are driving decisions about budget and even just integration,\u201d Bourgault said.<\/p>\n

Ambition and Intention Define Success<\/h2>\n

Before implementing AI, enterprises need two things in balance: ambition and intention.<\/p>\n

\u201cWith ambition, we\u2019re talking about having a clear and aligned vision for the role of AI within your organization\u2026 The major use cases for AI currently are documented and known, but how you implement AI against those use cases is very much determined by what you feel to be the role of AI for your organization, the role of AI for your customers.\u201d Bourgault said. \u201cIntention means that an organization is committed to sustainable AI integration at scale, rather than only committing what it takes to stand up a functioning pilot.\u201d<\/p>\n

That\u2019s a subtle but crucial difference. A pilot can automate a task. A sustainable AI program transforms how an organization serves its customers.<\/p>\n

To guide that transformation, Bourgault\u2019s team uses an Agentic Operating Framework, a model that spans readiness assessment, data operations, risk and compliance, workforce readiness, language model customization, and ongoing observability.<\/p>\n

\u201cWhat we\u2019re looking for is a good blend of intention and ambition,\u201d Bourgault said.<\/p>\n

From Hype to Hybrid Workforce<\/h2>\n

Bourgault described the current moment as \u201cpretty high on the hype cycle.\u201d But unlike past tech waves, AI\u2019s hype curve \u201cneeds to be a wavy line\u2026 there will be multiple ups and downs as we go through.\u201d<\/p>\n

Still, the long-term trajectory is clear: AI will become an integral part of the customer experience \u2014 but only for companies that learn how to operate it continuously.<\/p>\n

\u201cI think we are headed towards a little bit of a dip. I don’t know that it’s the big dip, simply because when done correctly, AI is beginning \u2014 despite the MIT report \u2014 to show kind of the promise that it has,\u201d Bourgault said.<\/p>\n

There is still a broad misconception that operating AI effectively is about building agents to achieve performance.<\/p>\n

\u201cIt’s about continuous operation of a network of AI agents. That network might start with one or two. It doesn’t have to be a big network, but ultimately it needs to be run like a program,\u201d Bourgault said. \u201cOrganizations need to think about their workforce as being hybrid. It involves agentic AI, and it involves humans, and those two aspects of your workforce will be engaged in collaborative workflows across your entire organization.\u201d<\/p>\n

Staying Grounded in What Matters<\/h2>\n

For leaders navigating this rapid evolution, Bourgault\u2019s advice is simple: don\u2019t lose sight of the customer.<\/p>\n

It is important for leaders to stay grounded in the customer and business outcomes that they’re trying to support through agentic AI and view agentic AI’s value more broadly.<\/p><\/blockquote>\n

Focusing only on efficiency is a trap. \u201cWe\u2019ve often had conversations with clients where the only lens they have on the value that AI can drive is through cost cutting,\u201d Bourgault said.<\/p>\n

I would say that cost reduction or cost cutting is like the breakdown lane in the AI superhighway.<\/p><\/blockquote>\n

\u201cThere are so many ways in which AI can drive value for your organization, and if you only view it through the lens of cost cutting, it’s going to lead you as a leader to make some short sighted decisions or decisions that are even counterproductive to the AI achieving the performance objectives that you have set for it,\u201d Bourgault said.<\/p>\n

Instead, companies should measure AI\u2019s success by how it enhances experiences for both customers and employees. \u201cAI has the ability to improve and increase productivity. It has the ability to create efficiencies of time in the various business processes and even customer journeys and customer processes. It has the ability to generate additional revenue by making experiences more personal and personalized and more relevant,\u201d Bourgault said.<\/p>\n

That\u2019s where the real competitive advantage lies.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Enterprises eager to use AI to enhance customer experience may have paused at a recent MIT report suggesting that 95% of organizations aren\u2019t seeing returns on their AI investments. But failing isn\u2019t inevitable. It\u2019s a result of how organizations approach AI, treating it as a plug-and-play technology instead of an evolving capability that depends on […]<\/p>\n","protected":false},"author":11074,"featured_media":74776,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62063,62064],"class_list":["post-74775","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-marketing-sales-technology","category-service-management-connectivity","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-autonomous-agents","brands_to_track-concentrix","brands_to_track-salesforce","editorial_type-interview","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"\nConcentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-14T16:30:38+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T09:09:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Nicole Willing\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nicole Willing\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\"},\"author\":{\"name\":\"Nicole Willing\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8e1bd49fc15db705ae5c169d08ebe3cc\"},\"headline\":\"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer\",\"datePublished\":\"2025-10-14T16:30:38+00:00\",\"dateModified\":\"2025-10-19T09:09:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\"},\"wordCount\":1964,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg\",\"keywords\":[\"Agentic AI\",\"Agentic AI in Customer Service\u200b\",\"AI Agents\",\"Artificial Intelligence\",\"Autonomous Agents\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Marketing & Sales Technology\",\"Service Management & Connectivity\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\",\"name\":\"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg\",\"datePublished\":\"2025-10-14T16:30:38+00:00\",\"dateModified\":\"2025-10-19T09:09:13+00:00\",\"description\":\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg\",\"width\":850,\"height\":425},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center & Omnichannel\u200b\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8e1bd49fc15db705ae5c169d08ebe3cc\",\"name\":\"Nicole Willing\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/5f0a6caa39ad8b38b6b329e6edd0fb162be6bd696067957e094e1757f8673c5c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/5f0a6caa39ad8b38b6b329e6edd0fb162be6bd696067957e094e1757f8673c5c?s=96&d=mm&r=g\",\"caption\":\"Nicole Willing\"},\"description\":\"Nicole Willing is B2B journalist with expertise spanning the technology and financial industries. For more than 20 years, she has reported extensively on the key issues affecting business operations and supply chains, and she has developed a keen interest in how emerging technologies like AI are reshaping the way enterprises work. She has a passion for translating complex innovations into engaging stories that inform business decision-makers and inspire new ideas.\",\"url\":\"https:\/\/www.cxtoday.com\/author\/nicole-willingcxtoday-com\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer - CX Today","description":"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/","og_locale":"en_GB","og_type":"article","og_title":"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer","og_description":"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents and more.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-10-14T16:30:38+00:00","article_modified_time":"2025-10-19T09:09:13+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg","type":"image\/jpeg"}],"author":"Nicole Willing","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Nicole Willing","Estimated reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/"},"author":{"name":"Nicole Willing","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8e1bd49fc15db705ae5c169d08ebe3cc"},"headline":"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer","datePublished":"2025-10-14T16:30:38+00:00","dateModified":"2025-10-19T09:09:13+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/"},"wordCount":1964,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg","keywords":["Agentic AI","Agentic AI in Customer Service\u200b","AI Agents","Artificial Intelligence","Autonomous Agents"],"articleSection":["Contact Center & Omnichannel\u200b","Marketing & Sales Technology","Service Management & Connectivity"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/","url":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/","name":"Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg","datePublished":"2025-10-14T16:30:38+00:00","dateModified":"2025-10-19T09:09:13+00:00","description":"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/20251014-Concentrix.jpg","width":850,"height":425},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/concentrix-at-dreamforce-why-enterprise-ai-fails-and-how-to-build-it-around-the-customer\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Contact Center & Omnichannel\u200b"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8e1bd49fc15db705ae5c169d08ebe3cc","name":"Nicole Willing","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/5f0a6caa39ad8b38b6b329e6edd0fb162be6bd696067957e094e1757f8673c5c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/5f0a6caa39ad8b38b6b329e6edd0fb162be6bd696067957e094e1757f8673c5c?s=96&d=mm&r=g","caption":"Nicole Willing"},"description":"Nicole Willing is B2B journalist with expertise spanning the technology and financial industries. For more than 20 years, she has reported extensively on the key issues affecting business operations and supply chains, and she has developed a keen interest in how emerging technologies like AI are reshaping the way enterprises work. She has a passion for translating complex innovations into engaging stories that inform business decision-makers and inspire new ideas.","url":"https:\/\/www.cxtoday.com\/author\/nicole-willingcxtoday-com\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74775","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/11074"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=74775"}],"version-history":[{"count":3,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74775\/revisions"}],"predecessor-version":[{"id":74782,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74775\/revisions\/74782"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/74776"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=74775"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=74775"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}