Concentrix Corporation, a technology and services company that began operating in Israel in 2023, has published data from an independent survey conducted by Everest Group. The survey involved senior executives from 450 organizations with revenues of $100 million or more. It reveals the new priorities of large organizations amid a rapidly changing environment, their approaches to leveraging generative AI (GenAI), the partners they choose, and their investment plans.
The findings indicate that, rather than adopting a conservative approach centered on cost reduction and regulatory compliance, companies are choosing an aggressive strategy focused on smart transformation, using AI as a lever for innovation, modernizing technological infrastructure, and redesigning customer experiences for their brands.
In light of growing pressure on organizations due to intensifying competition and rising consumer expectations, the survey presents a clear picture: Value creation and collaboration between AI and humans are central elements in the strategies of large organizations, particularly in the banking, financial services, insurance, and healthcare sectors across the globe.
Key findings from the survey include: 55% of organizations prioritize the implementation of new technologies, modernization, and leveraging AI; 54% prioritize enhancing customer experiences. Only 40% place cost reduction and improving employee productivity at the top of their priorities. This approach is driven by rapid technological innovation and increasing consumer demands.
Regarding internal investment plans for the next two to three years, 43% of organizations currently prefer to allocate new budgets to outsourcing, and 24% to generative AI. These figures signal an intention to focus on long-term transformation rather than short-term efficiency gains.
72% of organizations believe that generative AI will complement and enhance the capabilities of human workers, rather than replace them. They view hybrid AI-human models as offering the highest value.
The survey also reveals that organizations value and prefer partners with comprehensive capabilities to carry out full-scale transformations — especially those who also offer services for operating large service centers. Survey participants indicated that Concentrix is being considered by organizations as a partner for designing and implementing generative AI initiatives just as much as IT service providers and AI software vendors, and more than any other company in the customer experience domain.
Einat Binyamini, founder and director of Concentrix Israel, stated: “Both in Israel and around the world, artificial intelligence is already handling many routine support tasks, while the human team intervenes at critical moments. The strategy of a hybrid workforce — where humans and AI complement each other — enables faster, more efficient, and higher-quality service. We continue to see success in supporting our clients through smart transformation of their operations.”
