Chris Caldwell on the Power—and Limits—of AI

In this episode of AI Today, host Kathleen Walch sits down with Chris Caldwell, CEO of Concentrix, to explore how AI is being operationalized across customer experience (CX) ecosystems—from listening and learning to acting and delivering at scale. This conversation dives into how trust, transparency, and intentional use of AI are helping Concentrix deliver highly personalized experiences for some of the world’s largest brands. Chris shares how their teams are moving beyond dashboards and metrics toward outcomes powered by real-time, AI-driven insight. Tune in to hear about: Why trust is foundational for AI adoption in customer interactions How natural language AI is transforming both listening and action What it takes to deliver true hyper-personalization at scale Why transparency, control, and choice matter in every AI use case Real-world examples of AI streamlining service, support, and retention How Concentrix balances experimentation with client outcomes Whether you're in customer experience, enterprise transformation, or scaling AI in a service environment, this episode delivers clear, grounded insight into what it really means to build AI that listens, learns, and acts—with the customer at the center. Concentrix Corporation (NASDAQ: CNXC), a sponsor of today’s podcast episode, is a Fortune 500® company, is the global technology and services leader that powers the world’s best brands, today and into the future. The company is solution-focused, tech-powered, intelligence-fueled to design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise. Concentrix helps over 2,000 clients solve their toughest business challenges. With unique data and insights, deep industry expertise, and advanced technology solutions, it’s the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. Delivering outcomes unimagined across every major vertical in 70+ markets. Virtually everywhere. Visit concentrix.com to learn more. 

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