Konecta recognized as a Leader in Frost Radar™: Customer Experience Management Outsourcing in Europe and Latam, 2025

Madrid, Spain – May 22nd, 2025 – Konecta, a global leader in customer experience (CX) and digital services, has been named a Leader in the Frost Radar™: Customer Experience Management Outsourcing in Europe and Latin America, 2025, published by global research and consulting firm Frost & Sullivan. The Frost Radar™ is an industry-recognized benchmarking tool that evaluates companies based on their innovation and growth performance to assess their future growth potential and competitive positioning.

In an industry composed of over 250 providers, Frost & Sullivan evaluated 14 leading players for this year’s Radar analysis in Europe. Konecta was one of four companies to achieve standout performance on the Innovation Index, scoring above 4.25 out of 5, a full-point improvement over its 2024 rating. This distinction places Konecta firmly in the top tier of providers setting the benchmark for next-generation customer experience services in Europe.

“Konecta has demonstrated a commitment to innovation and growth, with its Katalyst 2028 program the most recent example. Konecta embraces the power of digital transformation for both its clients and its own operations, helping establish leadership in the customer experience management industry across Europe,” said Bernardin Arnason, Industry Director at Frost & Sullivan.

The company also emerged as a Leader in the 2025 Frost Radar™ for Latin America, where it was recognized for its growth, innovation, and market leadership. In a fragmented market of more than 200 CXM providers, Frost & Sullivan independently plotted the top 19 companies based on track record, future potential, and innovation. Konecta was one of only four providers to earn an Innovation Index score above 4.5 out of 5, demonstrating a strong impact on both client transformation and employee adoption of new technologies.

“Konecta combines strong market leadership with agility and a commitment to continuous improvement in Latin America. We were impressed by how the company is driving CX transformation for both large and small organizations, leveraging its extended portfolio and AI-powered capabilities,” said Sebastián Menutti, Industry Director for Latin America at Frost & Sullivan.

Konecta earned its Leader status by combining deep domain expertise with advanced technological capabilities across the customer journey. Key factors contributing to the recognition include:

• AI-first service delivery: Konecta orchestrates AI and CX technologies through a scalable platform that simplifies deployment and optimization in complex environments.
• Efficient, hybrid operations: Its secure, low-code tech ecosystem enables agile service delivery, empowering teams to configure workflows and virtual agents quickly.
• Investing in people: With 120,000 employees, Konecta is training thousands in GenAI tools and deploying AI assistants to boost productivity and responsiveness.
• Strategic tech alliances: Partnerships with Uniphore and Google Cloud are accelerating innovation in AI, automation, and cloud-based CX solutions.
• Resilient growth: Despite regional challenges, Konecta continues to outperform peers in growth and retention. It leads in key markets and is expanding in the U.S., India, the Middle East, and South Africa.
  
  

As one of only three companies that excelled in both innovation and growth dimensions, Konecta’s strategic alignment, execution, and adaptability were recognized as key drivers of its continued leadership.

“Being recognized as a leader in Frost & Sullivan’s 2025 Radar is a reflection of the trust our clients place in us, and the commitment of our people,” said Nourdine Bihmane, Group CEO of Konecta. “We are proud to be acknowledged not just for our innovation, but for our ability to consistently deliver meaningful business outcomes at scale across Europe and beyond.”

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