In this interview Redouane Mabchour, General Manager of Concentrix Maghreb shares his vision on the new horizons of Concentrix after the brand change. He discusses the implications of the merger with Webhelp, advances in AI and digital technology, as well as strategies to meet market needs. In addition, it highlights initiatives to support socio-economic development in the Maghreb and digital transformation objectives in Morocco.
The New Tribune: How does Concentrix plan to strengthen relationships with existing customers and attract new partners with its rebrand?
Redouane Mabchour: After the announcement of the merger between Webhelp and Concentrix in 2023, we have just announced our new visual identity and our new name Concentrix on April 23, 2024. We have become a global leader in technologies and solutions serving today’s brands today and tomorrow.
Beyond significantly increasing the company’s capabilities in terms of workforce with more than 440,000 game-changers worldwide, this merger has made it possible to expand the company’s portfolio of services, the range of solutions of generative AI, with more advanced digital capabilities and high value-added services. We believe that this merger positions us as a key player in the technology-based customer experience because the investments made in Research & Development allow us to be one step ahead and to offer human and technological solutions adapted to each of our current or future customers regardless of their size.
Concentrix plans to strengthen ties with current customers and attract new partners with a focus on open communication and close collaboration. We are committed to proactively understanding our customers’ needs and preferences, and adapting our solutions accordingly. By providing an exceptional customer experience and demonstrating our commitment to innovation and excellence, we aim to consolidate our existing relationships while attracting new partners wishing to benefit from our renewed expertise.
How do Concentrix’s generative AI solutions and digital capabilities meet evolving market needs?
Concentrix’s generative AI solutions and digital capabilities meet evolving market demands by delivering agile, personalized solutions. Using generative AI, we can create unique content and experiences that meet the specific expectations of each customer. Our digital capabilities allow us to optimize processes and offer innovative solutions that quickly adapt to market developments, thus offering our customers a sustainable competitive advantage and our game-changers more tools that make their daily lives easier.
AI is not a new technology, we have been using it for a long time and we are working on the next iteration for our company. We strive to invest in technology because we believe it will improve the experience for our clients and their consumers.
The jobs of advisors will evolve and transform.
AI will improve the customer experience even better when combined with human involvement rather than complete automation of work – AI can be a great tool to help automate simple transactions and daily life.
The human/technology mix is optimal because it means we can reserve our game-changers’ time for more complex, higher-value interactions, allowing our clients and their consumers to have the best possible experience.
What are Concentrix’s specific initiatives to support the economic and social development of the Maghreb region, aligned with its sustainability and social responsibility objectives?
To support the economic and social development of the Maghreb, Concentrix carries out various initiatives aligned with its sustainability and social responsibility objectives in each country where it operates. This includes professional training programs for young local talents, partnerships with local organizations to promote economic and social inclusion, as well as investments in community and association projects aimed at improving living conditions in the region. By contributing to sustainable development and inclusive growth, we strengthen our commitment to the local communities where we operate and this is part of our internal culture globally.
What are Concentrix’s main objectives for its investments in digital transformation in Morocco, given its significant growth in terms of workforce?
We are always looking to strengthen operational efficiencies, improve customer experience and drive innovation. We aim to modernize our technological infrastructures, develop the digital skills of our game-changers and implement innovative digital solutions to meet the changing needs of our customers. By investing in digital transformation, we seek to consolidate our position in the Moroccan market and maintain our sustained growth in terms of headcount and client portfolio. Our leitmotif is “Say no to the status quo”, from there continuous improvement and transformation are part of our DNA and carry us every day in the four corners of the world.
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– 2024-05-02 20:06:00
