Concentrix redefines AI-led innovation in customer experience at Malaysia Technology Excellence Awards 2025

The company is transforming customer engagement through AI, automation, and digital strategies.

As AI becomes integral to customer engagement, businesses that integrate automation and data-driven intelligence are setting new benchmarks in efficiency and personalisation. Those that harness these technologies effectively are not just improving interactions but reshaping the way customers experience and connect with brands.

At the Malaysia Technology Excellence Awards 2025, Concentrix was recognised in the AI - Technology category for its advancements in AI-led innovation and digital transformation. By integrating intelligent automation, data analytics, and next-generation AI models, Concentrix is enabling enterprises to orchestrate seamless digital experiences, optimise operations, drive revenue growth, and bridge the gap between technology and business outcomes.

Why Concentrix stands out

The Malaysia Technology Excellence Awards recognise organisations that leverage technology to deliver measurable impact. Concentrix earned this distinction for its ability to integrate AI and automation at scale, helping businesses unlock new efficiencies, elevate customer experiences, and accelerate digital adoption.

AI-powered learning that drives workforce excellence 

Traditional training methods are no longer sufficient in today’s fast-paced business landscape. Concentrix’s Learn AI Suite transforms workforce enablement with AI-powered simulations, gamified learning, real-time analytics, and helping businesses build faster, more adaptive teams that excel in customer interactions.

This technology personalises learning at scale, improving retention and proficiency whilst reducing the operational overhead of traditional training models.

Intelligent automation: Optimising millions of customer interactions

Automation is more than just a tool for efficiency; it is a strategic enabler of business transformation. Concentrix integrates low-code automation, AI-driven workflows, and robotic process automation (RPA) to streamline millions of customer interactions. By automating high-volume interactions across industries, Concentrix enables enterprises to scale digital transformation whilst reducing operational complexity.

The future of CX: Generative AI & smarter decision-making

Concentrix’ real-time seller support tool leverages generative AI to provide real-time knowledge support, predictive insights, and conversational AI solutions, enabling enterprises to automate decision-making, personalise customer engagement, and improve service efficiency at scale. By optimising engagement strategies, Concentrix helped a global technology client achieve an increase in sales revenue through AI-powered personalisation and offer optimisation.

Localised innovation: Technology tailored for regional needs

Recognising that every market has unique challenges, Concentrix collaborates with regional tech partners to co-create AI and automation solutions tailored to specific industry and market needs. This approach has helped businesses enhance customer sentiment, reduce operational complexity, and maximise cost efficiencies while ensuring a seamless and high-quality customer experience.

What this award means for the future of AI-led CX

The Malaysia Technology Excellence Awards spotlight companies that push the boundaries of innovation. Concentrix’s recognition in the AI - Technology category reflects its ability to blend advanced technologies with strategic business solutions, helping enterprises drive long-term digital transformation.

As AI and automation continue to evolve, businesses must go beyond traditional CX models and adopt integrated, technology-first strategies. With Concentrix leading this shift, enterprises can navigate the future of customer engagement with intelligence, efficiency, and scalability.

The Malaysia Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila at [email protected].