AI & CCaaS Practice · Concentrix

AI Strategy
That Works
In Production.

15 years in contact-centre architecture. I write about what actually works — Genesys, Cognigy, agentic AI, and the gap between vendor demos and production reality.

Currently pursuingPost Graduate Program in Artificial Intelligence for Leaders
TUT Austin · McCombs
GLGreat Lakes Executive Learning
Read my writingGet the Maturity Model
Nishant Sabharwal

CCaaS Agentic AI
Maturity Model — free PDF.

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01 / Now

Building the CCaaS Agentic AI Maturity Model. Running the AI practice at Concentrix. Writing weekly.

What I'm working on this month →

02 / Writing

All writing →
ccaasstrategy5 May 2026 · 9 min read

Five Moves That Separate Future-Built CX Organisations from the Rest

BCG's research distils AI leadership into five strategies. Here is what each one actually means when you apply it to contact-centre and CX transformation — and where Indian enterprises consistently stumble.

ccaasagentic-ai1 May 2026 · 8 min read

Agentic AI Will Reshape the Contact Centre. Most Are Not Ready.

Agents now account for 17% of total AI value and are heading to 29% by 2028. Customer service is the single highest priority for agentic deployment. Here is what readiness actually means — from someone who has sat across the table from Genesys, Cognigy, and Amazon Connect.

enterprise-aiagentic-ai28 April 2026 · 7 min read

The 60% Problem: Why Most Enterprises Are Losing the AI Value Race

BCG surveyed 1,250 firms worldwide and found that 60% are generating no material value from AI despite significant investment. From where I sit in Indian contact-centre AI, that number is exactly right.

03 / Newsletter

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