Buckle Up and Know Where You are Going and Why

Exhilarating, exhausting and amazing – all at once!  I just can’t find better words to capture the essence of our recent experience attending the Gartner Symposium/ITxpo®.

After enjoying four days with over 10,000 of my closest friends my mind is still a whirlwind of ideas that I’m trying desperately to focus into actions that deliver real value and business results.  And I don’t think I’m the only one struggling with that challenge. By day four, the expo started to resemble an episode of the Walking Dead. A march of brain-dead zombies, not quite sure where they were going, why they were going there, and even what they were going to do when they got there.

Continuous Innovation

We’ve all been inundated with the terms innovation and transformation. We’ve seen information technology development shift from waterfall to agile.  Speaking of which, are you ready to apply agile development to agile operations to enable continuous innovation? Well, you better be.  On the human side, talent management will also become increasingly critical to attracting and retaining more diverse talent with wider experience and greater depth in more areas to fuel agile operations and drive continuous innovation.

Thankfully, at Concentrix we have an antidote.  Our culture.  Let me be clear, we are at an amazing time in our human experience. There certainly have been similar moments in the past but, truly, email and the internet look a bit to me like a stone tablet and chisel compared to where we are today and what’s on the horizon.  Together we will change the world … fast. With incredible technologies like Artificial (although I like the Gartner term of “Augmented”) Intelligence, machine learning, Robotic Process Automation (RPA), the Internet of Things (IoT), quantum computing, mixed reality and more. It is a tsunami of excitement, opportunity, risk, fear or exhilaration – or all of those at once depending upon you. So, what are you doing about it?

Why Culture Makes a Difference

Culture is both the fabric and a guidepost to fighting the zombie syndrome. It enables us to have a clear focus and a way to make sense of all these developing, evolving and even rapidly maturing technologies. Seriously, viable quantum computing might only be five to six years away! Do you even know what a qubit is? Do you have a plan for the day when your encryption can be cracked in an instant? You better. Have you really, effectively applied Artificial/Augmented Intelligence (AI)? You better know how, since “Global AI derived business value will reach nearly $3.9tn by 2022”1.  What’s your roadmap? What’s your guidepost?

Visibility. Velocity. Value. At Concentrix, these are our corporate values. We have a clear vision – “We will be the greatest customer engagement services company in the world, rich in diversity in and talent”.  Nine culture statements help our 225,000-plus staff, serving over 650 clients, from more than 40 countries, handling more than 9.8 billion (yes, that’s with a capital B) contacts annually, know what really matters to guide what they do, why they do it and how to do it the right way.

What will you do?

If you need a team that really knows how to focus and differentiate your brand and thrive in these times by making your customers’ experiences exceptional, you know where to find us.


By Thomas Fitz, Associate Director Product Marketing


1 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

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