Konecta accelerates sustainable transformation and AI leadership, unveiling strong ESG achievements in its 2024 Sustainability report

Madrid, September 16th, 2025 – Konecta, a global leader in customer experience (CX) and digital services, today announced the release of its 2024 Sustainability report, showcasing a year of significant progress in its sustainability commitments and a bold strategic pivot towards AI-driven innovation. The report highlights Konecta’s dedication to its environmental, social, and governance (ESG) goals, reinforcing its role as a responsible and forward-thinking industry leader. 

Konecta’s 2024 Sustainability report demonstrates robust performance across its comprehensive ESG strategy, which is deeply embedded in its business model and aligned with the United Nations Sustainable Development Goals (SDGs) and the 2030 Agenda.

Konecta has placed climate action at the core of its environmental strategy, aligning its decarbonization targets with the Science-Based Targets initiative (SBTi). In 2024, the company achieved an 11.18% reduction in its Scope 1 and 2 carbon footprint compared to the previous year. Renewable energy now accounts for 25% of Konecta’s electricity consumption, and 95% of its facilities are equipped with LED lighting, contributing to a significant reduction in electricity use compared to 2023. Water consumption also decreased by 9.97% during the same period. 

The company further strengthened its waste management, recycling 77% of hazardous waste and 14% of non-hazardous waste, while its reforestation initiatives resulted in over 2,000 trees planted across multiple countries. In addition, newly installed photovoltaic panels generated 233.4 MWh of clean energy in 2024, supporting Konecta’s transition to a low-carbon economy. 

Empowering people and fostering inclusion remain central to Konecta. The company is committed to diversity, equity, and equal opportunity, with women making up over 65% of the workforce and around 30% of management positions. In 2024, the gender pay gap fell by 3 points, reaching approximately 10%.

In 2024, Konecta delivered 11.2 million training hours, averaging 96 per employee, including over 670,000 on sustainability-related topics and 46,500 on equality, equity, diversity, and gender-based violence and harassment prevention. In line with Konecta’s social objectives, the Konecta Foundation works to support the communities in which Konecta operates, by generating employment, promoting labor market inclusion, and benefiting disadvantaged groups, thus generating global positive effects in all regions in which it operates. 

Konecta operates a robust global Compliance Program, whose core is the Code of Ethics, covering all areas of the business to reinforce stakeholder confidence and establish principles guiding the conduct of all employees. To ensure proper implementation, the company provided awareness-raising and continuous training on ethics and anti-corruption, delivering a total of over 43,000 hours.

Cybersecurity and personal data protection were also a key focus. Konecta maintained a comprehensive strategy in these areas, certified with ISO 27001 across 22 countries, with ongoing security enhancements.

Beyond its sustainability achievements, 2024 also marked the launch of Katalyst 2028, Konecta’s new strategic plan, which aimed to consolidate the Group as a global leader in digital CX solutions. To support this vision, Konecta established Konecta Digital, a specialized business unit focused on advanced services leveraging AI, digital solutions, and consulting. Strategic partnerships with technology leaders such as Google Cloud and Uniphore accelerated the delivery of innovative, AI-powered CX solutions.

Under this strategy, Konecta strengthened its presence in established markets, including Spain, Italy, Colombia, Argentina, and Peru, while also expanding into regions with growth potential. From late 2024, the company extended operations to new markets such as Egypt and South Africa, and built its position in English-speaking regions. Recognizing the evolving landscape, Konecta committed to enhancing the skills of its employees, training 4,000 employees in AI and GenAI tools and methodologies, and certifying 500 engineers in Google Cloud technologies.

Nourdine Bihmane, CEO of Konecta said: "2024 marked a pivotal moment for Konecta, as we embarked on a deep transformation process. At the core of this transformation is our unwavering commitment to sustainability and creating a positive societal impact. As AI shapes the future of customer experience, we combine technology and human expertise to deliver distinctive, transformative, and responsible experiences grounded in our ESG principles.”