Concentrix CEO on Scaling AI in Customer Service

Concentrix CEO Chris Caldwell joins Bloomberg Intelligence analyst Tamlin Bason to examine how AI is reshaping customer experience. As companies move from pilots to scaled deployment, Caldwell discusses how AI is enabling more personalized, real-time interactions, while introducing risks around consistency, trust and brand control. The conversation also explores the role of incumbents like Concentrix in bringing the scale needed to implement AI effectively, bridging the gap between emerging technology and enterprise execution. Caldwell shares where he sees value forming across the customer-experience ecosystem, and why protecting brand identity remains critical as automation deepens.