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Concentrix’s Empathy Engines: Nespresso Deal Signals AI Pivot in CX Wars
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Concentrix’s Empathy Engines: Nespresso Deal Signals AI Pivot in CX Wars
Concentrix Corp., the Newark, California-based customer-experience giant, is betting big on emotionally intelligent AI to reshape its fortunes. The company’s recent rollout of pre-built conversational AI agents—capable of detecting frustration in a customer’s voice and responding with tailored empathy—coincides with high-profile adoption by Nespresso, the premium coffee brand. This one-two punch arrives as Concentrix (Nasdaq: CNXC) grapples with…
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