Konecta named a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - EMEA

Madrid, October 1, 2025 – Konecta, a global leader in customer experience (CX) and digital services, has been named a Leader in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 for the EMEA region.This marks the sixth consecutive year Konecta has achieved this recognition, highlighting its consistent market leadership and commitment to innovation.

The Everest Group CXM Services PEAK Matrix® is a globally recognized benchmark that evaluates service providers based on their market impact and delivery capabilities. In its 2025 assessment, Everest Group analyzed 35 companies and named Konecta as one of only five Leaders in the EMEA region.

Leaders are recognized for meeting diverse buyer needs across regions, offering strong multilingual capabilities, driving digital-first CX through strategic AI investments, and delivering scalable, innovative, and seamless digital customer journeys.

This achievement highlights Konecta’s innovative approach to CX management, built on a hybrid agentic framework that offers personalized AI agents and a multi-agent interaction model. The company has developed a scalable generative AI platform to create and manage tailored AI solutions while keeping humans in the loop, supported by proprietary AI accelerators. With a multilingual workforce delivering services in over 30 languages including English, Spanish, French, Italian, Portuguese, and Turkish, Konecta positions itself as a trusted global partner.

“Being recognized once again as a Leader in Everest Group’s CXM PEAK Matrix® reflects Konecta’s unwavering commitment to innovation and excellence”, said Nourdine Bihmane, Konecta CEO. “Our focus on Agentic AI, digital-first solutions, and world-class talent allows us to redefine CX at scale while delivering measurable value for our clients.”

“Konecta delivers AI-powered CX services across the EMEA region, supported by more than 45,000 FTEs, a multilingual workforce proficient in more than 25 languages, and a robust mix of nearshore and onshore delivery capabilities across key locations including Brazil, Turkey, Madagascar, the UK, France, and Italy. It serves clients across telecom, BFSI, retail, and energy and utilities verticals,” said David Rickard, Partner, Everest Group. “Through its Konecta Digital unit, generative AI accelerators such as Insights, Co-pilot, and Auto-pilot, and a hybrid agentic framework enabling personalized, multi-agent customer interactions, Konecta is delivering AI-powered CX at scale. Backed by its Katalyst 2028 transformation strategy and strong client endorsements for service quality, operational excellence, and relationship management, Konecta has reinforced its position as a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 – EMEA.”

You can download the report here.