Generative AI and agentic AI are making waves in 2025, transforming the way we work while reshaping entire industries. It’s an exciting time, though it might feel a bit daunting, too. One thing remains clear: our customers and colleagues are still human. When situations become complex and the stakes are high, the human touch remains indispensable. And as long as that remains a fundamental truth, human-AI collaboration—as we’ve empowered with iX Hero™—will be our future.
Like any tool, AI’s power lies in how it’s used. Companies that rely on humans and AI working together will excel beyond those that operate as though AI doesn’t exist. This principle applies to any technology that reshapes the very foundation of a business. When we blend AI with the unique talents of our people, what we call “intelligent transformation” enables us to make better decisions and power a world that works.
The Evolving Role of Humans in an AI-Powered World
We want to set the record straight. AI will transform your job. It’s already transformed the jobs of thousands of Concentrix game-changers. How organizations respond to this watershed moment will determine their relevance in the future. We’ve seen with our clients—whether it’s connecting citizens to government officials or enabling customers to get the help they need across channels—the true power of AI innovation. We’re also eating our own dog food by implementing our proprietary AI solution, iX Hello and iX Hero, across our front, middle, and back-office operations. And it’s been nothing short of transformative.
From our conversations with business leaders around the world, there’s clearly a significant demand for AI innovation in the workplace. This sentiment is further reinforced by insights from analyst firm Gartner®, who reports that “92% of employees say they want AI to help them with administrative tasks and to summarize information on a particular topic.”1
This statistic highlights how crucial human-AI collaboration has become in enhancing workplace efficiency and effectiveness. For businesses to succeed with AI, they need to be doing more than just experimenting. They need to show that these investments are driving meaningful results for the business.
Empowering Businesses with Human-AI Collaboration
The path to unlocking the true value of AI isn’t a straight line. It requires investment to get the use case spot-on, ensure the data is solid, and cultivate a culture that’s resilient in the face of change.
As you consider how your teams can benefit from AI tools, we want to share some use cases that we’re seeing where human-AI collaboration can drive immediate impact and help spur broader enterprise-wide adoption.
Customer Service: Enhancing Support and Engagement
AI-powered chatbots and virtual assistants have improved response times and efficiency, but AI technology also enhances human advisors. AI-driven sentiment analysis, predictive insights, and automated workflows—as found in iX Hero—allow customer service teams to focus on complex issues, strengthen relationships, and provide tailored interactions. This elevates advisors’ roles to brand ambassadors where their empathy, creativity, and deep expertise remain crucial in addressing higher-stakes, complex support scenarios.
Sales: AI-Enhanced Smart Selling
AI is reshaping sales by offering real-time analytics, predictive lead scoring, and automated outreach. AI-powered tools enable sales teams to prioritize prospects, personalize messaging based on behavioral insights, and increase conversion rates. This allows sales folks to focus on the human touch—including relationship-building, negotiation, and emotional intelligence—to win relationships, as well as deals, and foster trust.
Software Development: AI as a Creative Partner
Software developers now leverage AI to accelerate coding, detect bugs, and optimize performance. AI-powered development platforms—like iX Hello—automate repetitive coding tasks, allowing developers to focus on strategy and innovation. You’ll still need developers. But with AI, your developers can run circles around their counterparts who are still coding the way they did a few years ago.
Accounting: Driving Accuracy and Strategic Value
AI automation is making a significant impact on our accounting tasks, streamlining processes like reconciliation, fraud detection, and tax compliance. This enables financial professionals to shift their focus from data entry to strategic advisory roles. While AI enhances efficiency and accuracy, human oversight remains as important as ever for interpreting financial insights, managing risks, and ensuring compliance. Simply put, an accountant powered by AI tools is better positioned to deliver exceptional value than one who isn’t.
Navigating the Challenges of Intelligent Transformation
The path to intelligent transformation is exciting yet complex. Businesses recognize the need to embrace AI, automation, and real-time analytics, but many struggle with where to begin, what to prioritize, and how to manage risks.
Common challenges that we’ve helped many clients overcome include:
- Operational Disruptions: AI integration can disrupt workflows, increase complexity, or face resistance from employees.
- ROI Justification: The pressure to demonstrate quick returns on AI investments can hinder long-term adoption strategies.
- Strategy-Execution Gap: Many organizations face challenges aligning leadership vision with teams and technology, leading to fragmented initiatives.
- AI-Driven Decision-Making Risks: Ethical considerations, regulatory compliance, and trust issues require careful management.
The greatest risk lies in delaying AI adoption. Organizations that don’t leverage AI risk falling behind competitors that are seizing the opportunity and unlocking new revenue streams.
The Future Is Human-Centered AI
AI is a catalyst for human potential. Businesses that thrive in the AI era will be those that invest in their people, rethink traditional models, and embrace intelligent transformation. In a world increasingly powered by AI, nothing will be as important as the humans who lead, innovate, and drive the future forward.
¹ Gartner, Predicts 2024: AI’s Impact on the Employee Experience, Matt Cain, Stephen White, Nicole Greene, Christopher Trueman, Anushree Verma, Suzanne Schwartz, January 9, 2024.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
