# Konecta > Konecta transforms experiences into the moments that count. Powered by people-centred AI. For customers, employees, businesses and communities around the world. This file gathers the text of the public pages of https://konecta.com in English. It is generated automatically from the website content. ## Pages ### About us URL: https://konecta.com/about-us ### Leadership URL: https://konecta.com/about-us/leadership Meet our leadership team At Konecta, we are dedicated to helping industries to transform experiences for the benefit of business, society and the planet. Our leaders forge the vision and enable our truly multicultural team to channel their wealth of talents and perspectives to deliver for our customers. Meet the people who set the bar for Konecta around the world. “Your challenges are our challenges. We are committed to making you feel supported and empowered at every step. We support and empower our team too, ensuring that they are dedicated to your needs and equipped to navigate in today’s fast-changing world.” Nourdine Bihmane Chief Executive Officer, Konecta Discover more about Konecta Step into Konecta Get more information about our partners Discover our sustainability principles and actions First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. ### Sustainability URL: https://konecta.com/about-us/sustainability Sustainability for good Sustainability is essential for business success. We integrate it into our business model and value chain, building the foundations for a brighter future and ensuring long-term resilience. We translate our sustainability principles into practical actions to enhance human wellbeing and protect the environment. Feel the potential. Small steps together lead to significant progress. Our sustainability principles are embedded in the Konecta way of thinking and working. Through our strong shared purpose, we are building measurable environmental and social value along our supply chain and in our local communities. We feel the responsibility. We know that when we work in partnership we can make bigger impacts and accelerate progress towards a better future for all. What does sustainability mean to us? We operate as a responsible business We enable every person to reach their potential We’re helping to build climate resilience We contribute to our local communities Principle #5 Our governance framework and business model are grounded in ethical principles of transparency, security and integrity. We implement best practices to build long-term success, safeguard all our stakeholders, and be a force for good. We help our people to thrive by enhancing passion, creativity and performance. We create spaces where every voice is heard, and provide equal access to opportunity and support. We feel the challenge. We are committed to implementing an ambitious strategy to cut our carbon footprint, increase resource efficiency while balancing today’s needs with future generations. For broader sustainable development, we’re working to help empower under-represented groups, build social inclusion and inspire our people to feel connected through meaningful social change. Primi igitur omnium statuuntur Epigonus et Eusebius ob nominum gentilitatem oppressi. praediximus enim Montium sub ipso vivendi termino his vocabulis appellatos fabricarum culpasse tribunos. Read our Non-Financial Report This annual report - audited externally - follows our responsible governance framework, complies with the Non-financial Reporting Directive and takes as a reference the international Global Reporting Initiative (GRI) Sustainability Reporting Standards. Read our Executive summary The Executive Summary offers a concise overview of Konecta’s key sustainability efforts and achievements. While separate from our full non-financial report, it highlights our ongoing commitment to environmental, social, and governance (ESG) objectives, outlining our progress and key actions toward a sustainable future. Our sustainability actions Environmental Social Governance Aligned with the Science-Based Targets Initiative, we reduce and offset our emissions, while cutting resource consumption and shifting to renewables. We foster diversity, equity & inclusion, with a strong focus on professional development, health, safety and wellbeing, underpinned by ethical behaviors. Through our robust compliance program, we adapt to the evolving needs of our dynamic business while considering the interests of customers and stakeholders. actions Actions Konecta Foundation 220 430 16 182 20 205 + €20MM lives changed vulnerable people with new employment and life opportunities engaged employees, social leaders, strategic partners invested in social return Our Foundation is here to build long-lasting social value. Created in 2005, it promotes projects for people and communities in four domains: Employability, Social Innovation & Community Development. Compliance documents Code of Ethics Human Resources Framework Policy Compliance Framework Policy Download Compliance helps us measure the effectiveness of our work. We focus on strengthening our strategy and action plans to comply with our corporate policies. Explore our documentation to discover how we meet regulatory requirements in the geographies we serve. Code of Ethics Suppliers 2023 Digital Disconnection Protocol 2023 Diversity Policy 2023 Equal Opportunities Policy 2023 Financing Policy 2023 Quality Policy 2023 Environmental Policy 2024 Non-Financial Information Statement 2024 Non-Financial Information Statement 2023 Non-Financial Information Statement 2022 Non-Financial Information Statement 2020 Non-Financial Information Statement 2019 Non-Financial Information Statement 2018 Konecta UK Modern Slavery Statement Konecta UK Gender Pay Gap Report Konecta UK National Minimum Wage policy Konecta UK Carbon Reduction Plan Ethical Sustainability Requirements 2024 Green Procurement Requirements 2024 Environmental Requirements 2024 Antibribery Requirements 2024 Compliance Requirements 2024 Bilancio Sostenibilità 2023 Bilancio di Sostenibilità 2022 Bilancio di Sostenibilità 2021 Bilancio di Sostenibilità 2020 Estado de información no Financiera 2019 Estado de información no Financiera 2018 Política de cumplimiento See the fuller picture with related insights First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. Awards and recognitions "" ### Industries URL: https://konecta.com/industries Industries reimagined When industries are moving fast, you need an agile partner who leverages AI, GenAI, data and other advanced technologies in sector-focused solutions. Success stories transforming relationships We provide CX and EX solutions powered by Agentic AI See the fuller picture with related insights It's time to push for better... Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their CX. We can do the same for you. ### News & Insights URL: https://konecta.com/news-insights News & Insights. A front-row view of the future? 532 About Konecta Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 109,000 passionate employees working in 40 languages across 4 continents and 28 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce. Step into Konecta Let’s reinvent the future ### Contact URL: https://konecta.com/contact Discover for yourself why Konecta is the go-to change partner for meaningful transformative experiences. We reshape customer and employee experience with GenAI Which department would you like to contact? ### Homepage URL: https://konecta.com Feel the pulse... It's Konecta Step into Konecta Kolibri AI platform 1 Your 3-step guide to scaling Agentic AI in CX Future of Customer Centricity We are experience makers We seamlessly hybridize human and AI agents to make every interaction feel special. Our mission is to redefine what’s possible in AI-powered customer and employee experience. We provide CX and EX solutions powered by Agentic AI Our range of solutions Always powered by Feel the future of your industry We transform industry standards.\nOne link at a time. Looking for AI-powered solutions by industry to help you stand out? Together, let's leverage GenAI, Agentic AI, and data to help you lead your business! Feel the pulse of AI with our news & insights Want to learn more? +109,000 people 28 countries +40 languages They trust us Success stories that reinvented relationships Be part of Konecta's team Come and work with other talented change-makers, transforming experiences for people around the world. ### Our partners URL: https://konecta.com/about-us/our-partners Our partners We work with the best to deliver the best, through our network of cutting-edge technology partners Our ecosystem of dynamic tech and strategic partners helps us push the boundaries for all our customers. We join forces with global leaders, innovators and future leaders across all elements of hybrid experience, using these networks to provide you with agile solutions, unleash your potential, and open up new worlds for you. It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their customer experience. We can do the same for you. Step into Konecta Get more information about our governance Discover our sustainability principles and actions ### Locations URL: https://konecta.com/about-us/locations Discover our locations Craft your best brand experience for your customers, wherever they are We are a collective of +109,000 experience makers in 28 countries, covering +40 languages in +180 sites, and driven by collaboration and the power of human and digital skills to make every connection feel special. BR 343 526 Brazil 9,600 Portuguese, english, spanish R. Líbero Badaró, 377 - Centro Histórico de São Paulo, São Paulo - SP, 01009-906, Brazil MA 456 366 Morocco 5,400 French, Arabic, Spanish, Italian, English, Chinese, German, Italian, Greek, Dutch, Portuguese MARINA Boulevard des Almouhades, Immeuble Crystal 2- 2ème étage - Casablanca, Morocco AL 531 336 Albania 1,300 Italian, English, Spanish, French, German, Greek, Dutch, Portuguese Janos Hunyadi, Nr. 20, Tirana, 1001, Albania AR 294 553 Argentina 7,100 Spanish Rosario de Santa Fe 71, Córdoba, Argentina CL 278 546 Chile 1,600 Av. Rodrigo de Araya 1045, 7810161 Macul, Región Metropolitana, Chile CO 262 444 Colombia 23,000 Spanish, English, French, Portuguese Calle 8 B # 65 - 191 Centro Empresarial Puerto Seco, Medellin CZ 517 302 Czech Republic 800 Czech, German, English, Polish Hradec králové OC Aupark, Gocárova trída 1754/48b 500 02 Hradec Králové, Czech Republic EG 559 378 Egypt 260 New Cairo North Teseen 217, 3rd floor 11865 Cairo, Egypt SV 225 424 El Salvador 380 Spanish, English Avenida las Magnolias, Colonia San Benito, locales 17-05 y 17-06, Municipio de San Salvador FR 480 310 France 4,000 Spanish, Catalan, English, Norwegian, Danish, Finnish, Flemish, German, Italian, Dutch, Portuguese, Swedish, Polish, Latvian, Slovakian, Albanian, Estonian, Czech, Hungarian 79/83 rue Baudin, 92300 Levallois-Perret, France DE 502 305 Germany German, English Stuttgart Zettachring 10A, 70567 Stuttgart, Germany GT 219 420 Guatemala 350 25 avenida, 1-89, Vista Hermosa II, Insigne, z. 15 GT. Guatemala HU 528 314 Hungary 140 Hungarian, English Váci út 91/A 3. em., Budapest, 1139, Hungary IN 692 422 India English WeWork IWF Campus, Survey No 192 Whitefield Main Road, B Narayanapura, Mahadevapura, Whitefield, Bangalore KA 560016, India IT 321 Italy 9,500 Italian, Spanish, German, English, French, Dutch, Ukranian, Japanese Via Sebastiano Caboto, 1, 20094 Corsico MI, Italia MG 608 511 Madagascar 2,500 French Golden Business Center, Bâtiment B, 2ème étage, Morarano Alarobia, Analamanga, 101 Antananarivo, Madagascar MX 196 408 Mexico 3,800 Spanish, English, Portuguese Av. Añil 611, Granjas México, Iztacalco, Ciudad de México CP: 08400 - Añil, Mexico PE 259 492 Peru 14,000 Spanish, English, Portuguese, Quecha, Aymara Av. República de Panamá N° 4575, 4º, 5º, 11° y 12° planta, Peru PT 451 341 Portugal 1,000 Portuguese, English, Spanish, Danish, German, Hungarian, Italian, Norwegian, Russian, Swedish Av. José Malhoa 11, 1070-075 Lisboa, Portugal RO 544 322 Romania Italian, Romanian, German, English CRAIOVA Strada Sf Dumitru 8, Et. 4, Romania SK 529 306 Slovakia Slovak, English, Ukrainian, Russian Partizánska cesta 6626/3, 974 01 Banská Bystrica, Slovakia ZA 560 545 South Africa 32 Flanders Drive, Mount Edgecombe, Durban, KwaZulu-Natal 4302, South Africa ES 463 339 Spain 17,800 Arabic, Croatian, Czech, Dutch, English, French, German, Italian, Portuguese, Polish, Basque, Catalan, Galician, Spanish, Brazilian Edificio Los Cubos, Calle Albacete 5, planta 11ª 28027 Madrid, Spain TR Turkey Turkish, German, English, Arabic, Russian, Dutch, Bulgarian, Greek, French İnkilap Mah. Dr.Adnan Buyukdeniz Cad. Cessas Plaza 4/2 Kat:1 Ümraniye / Istanbul, Turkey GB 472 293 United-Kingdom German, Dutch, French, Danish, Norwegian, Swedish, Finnish, Cantonese, Mandarin, Arabic, Japanese, Italian, Spanish, Flemish, Hungarian, Czech, Romanian, Polish, Welsh, Gujariti, Portuguese London 8 Harbour Exchange Square London E14 9HF, United-Kingdom US 202 363 United-States of America 100 English, Spanish 7300 State Highway 121 McKinney, TX 75070 XK 535 333 Kosovo 25000 German, French, English, Italian St. Tirana, 10000 Pristina MD 556 315 Moldova Bulevardul Moscova 6, MD-2068, Chișinău, Moldova It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their CX. We can do the same for you. Discover more about Konecta Get more information about us Get more information about our solutions Get more information about our latest news ### Certifications & recognitions URL: https://konecta.com/about-us/certifications-recognitions Our certifications & recognitions First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. ### Social sustainability URL: https://konecta.com/about-us/sustainability/social-sustainability Social Sustainability To create value for our business and our stakeholders, we integrate sustainability into every corner of our operations. Our social strategy is built on listening, understanding and taking positive action, guided by our commitments to profitability, quality, innovation, ethics and transparency, respect for human capital and welfare, diversity, equity and inclusion. Our success is powered by the talent and motivation of our team, amplified by digital technologies: together they’re accelerating our sustainable growth and transforming our industry. Through our strategy, we take an all-encompassing approach to employee wellbeing and engagement, always looking for opportunities to do more. To make sure that everyone thrives while positively impacting the communities around us, we cultivate an inclusive and supportive workplace where personal growth, diversity, equity, inclusion, and belonging are prioritized. Our commitments People and talent fuel our growth We’re a team of people with a shared commitment to customer success and sustainability, and a passion for growth and positive social impacts. Our doors are open to those who want to join the change. We embrace diversity, inclusion and wellbeing We’re committed to an inclusive, energising and empowering culture, where individuals’ differences, wellbeing and work-life balance are genuinely valued. We empower our people to drive innovation and change We create an enriching environment, promoting employee engagement and recognising talent, and we equip our people with the tools to grow professionally and personally, both at work and outside it. We use partnerships to build a sustainable future At Konecta, being a better partner means going beyond business, to create shared social value. We strive for real social impact through strategic alliances with our value chain, empowering individuals, building inclusive communities, and creating opportunities for everyone to thrive. Read our Non Financial Information report Audited independently, this annual report is part of our transparency commitment to stakeholders, and discloses our performance on each of our sustainability pillars. Read our Executive summary The Executive Summary offers a concise overview of Konecta’s key sustainability efforts and achievements. While separate from our full non-financial report, it highlights our ongoing commitment to environmental, social, and governance (ESG) objectives, outlining our progress and key actions toward a sustainable future. We focus on attracting, developing, and retaining specialized professionals who share our ambition to create value for our business, stakeholders and communities around us. To foster a strong sense of belonging and impact across the business, we actively listen, respond to feedback, and build a corporate culture that values trust, engagement, and continuous improvement. DEI@Konecta is essential to making us an employer of choice, a sustainable partner for our customers, and a force for positive social change – working for a better world today and tomorrow. 65% of Konecta's workforce worldwide is made up of women 12% of our people are from groups at risk of exclusion Discover some of our inclusion, equity, and work-life balance initiatives Argentina To understand our employees’ views, we conducted a diversity, equity and inclusion survey in Argentina in 2024. We’ll use the results to help design next steps, focusing on four key groups: LGBTQ+, Ageism, Women, and Disability. Colombia We received the Equipares Gold Seal for the third consecutive year, highlighting our commitment to promoting gender equality and women's empowerment, fostering a safe work environment. Spain We have an internal process in place to support transgender individuals, taking care of procedures such as changing their name in documents, email, user/domains etc. In addition, our Human Capital team sends job offers to relevant associations, to encourage job applications from transgender individuals. Training courses are also provided, through Puntoform, to raise staff awareness and educate them about LGBTQ+ rights. Peru We run successful programs aimed at promoting women's professional development within the company. An example is LIFE, a program designed to strengthen female leadership within and outside of Konecta, offering training, networking, and impact opportunities. The program also contributes to community empowerment through volunteering: LIFE participants conduct talks in schools on topics such as female leadership, inclusion, and violence prevention. In collaboration with Amazon Web Services (AWS), our Peru team promotes STEM training for women,offering specialized technology courses for Konecta employees and their family members aged 13 and older. The program aims to reduce the gender gap in the technology field, fostering digital curiosity, sharing role models, promoting digital education, and building confidence. Brazil Residents of peripheral communities and favelas in São Paulo often face significant challenges that impact their quality of life. To address these, Konecta, PagBank, and the NGO G10 Favelas have collaborated to open a new workplace in Paraisópolis, the city's second-largest favela. In addition to generating direct and indirect jobs in the area, the aim is to improve the quality of life of employees by allowing them to work closer to their homes. Konecta PRO We founded our own social enterprise Konecta PRO five years ago, and today over 85% of employees are people with disabilities. Employment is focused on the specific needs of each employee, right through from initial recruitment, to adaptation to the working environment, to full inclusion (whenever possible). Czech Republic Konecta in the Czech Republic has a program to provide employment and skills to people serving prison sentences. We set up our first workplace in a men’s prison in 2021, involving around 30 convicts; we then established workplaces in two other men's prisons. Today we employ around 70 convicted people in our workforce. Our people awards Through our talent management paradigm, we’re supercharging employee experience and professional development 11M Over 11 million hours of training in 2024 670K Over 670.000 hours of training in 2024 on on sustainability-related topics Discover our training program Employee upskilling To ensure our people are fully equipped to deliver our - and our customers’ - ambitions for digital transformation and growth, we prioritize workforce development. This includes upskilling 4,000 employees in advanced AI and GenAI tools. Language Training Program Our Language Training Program involves 10 countries, over 500 participants, 9,000 hours of training, and an 8/10 satisfaction rating. As well as supporting our people to develop their own language proficiencies, this program will power our rapid and continuing growth as a multinational company. Talent management strategy As part of our Talent management strategy regular virtual meetings are organized with the CEO and our HR and Sales directors across all our regions. As well as being a superb opportunity for individuals, it’s an investment in our own future success. Nurturing leadership We're committed to nurturing leadership at all levels. Beyond refining the skills of our current leaders, we actively develop and support future leaders. A prime example is our global TalentUp! program, which provides executive digital training and coaching designed to empower and to prepare them for success E-learning platform Didactik!, our corporate e-learning platform, supports virtual training, offering 360º learning experiences across different countries and a choice of over 14,700 courses. In 2024, 177,510 users benefited from these courses, between them earning a total of 199,776 certificates. That’s 49,587 more than the previous year, an increase of 24%. We use partnerships to build a sustainable future Our success is powered by the talent and motivation of our team, amplified by digital technologies: together they’re accelerating our sustainable growth and transforming our industry. Fostering job creation in disadvantaged areas is vital for sustainable development, offering key benefits such as reducing poverty, promoting equal opportunities and strengthening social cohesion. Supported by our Foundation. Konecta has helped to develop projects in Peru and Colombia that promote social and labor market integration for groups at risk of exclusion. Konecta's Foundation Created in 2005, Konecta Foundation promotes and supports projects with high social and business impact. We have three strategic themes: Employability, Social innovation and Community development. 220,430 people have benefited from Foundation projects 16,182 vulnerable people have been integrated into the workforce 20,205 people have supported it through volunteering €20 million has been invested in social projects See the fuller picture with related insights Discover more about our sustainability commitments Discover our sustainability principles and actions Get more information on our environmental strategy Get more information about our governance First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. ### Environmental sustainability URL: https://konecta.com/about-us/sustainability/environmental-sustainability Our commitment to environmental sustainability Committed to our stakeholders and committed to the planet, we’ve laid the groundwork for a responsible growth model that considers not just all our current stakeholders but future generations too. As a starting point, we’ve calculated our global carbon footprint across all scopes. A sustainability journey that involves the entire company, integrating everyone at Konecta and applying sustainable principles at all our sites We consider the environmental impacts and risks in all our activity. Although the impact of our business model is limited, every company, including ourselves, must adapt to the consequences of climate change and meet regulatory and stakeholder expectations on key issues such as resource consumption. We’re proud of our progress on this, evidenced in our Non-Financial Information Report. Commitment business-wide Gen AI and cloud services We evaluate suppliers’ use of renewable energy and their carbon emission reduction targets. Site efficiency and offsetting We actively work to improve the energy efficiency of the buildings where we operate. This involves focusing on lighting systems, obtaining environmental certifications, and using electricity from renewable sources whenever possible. Sustainable commuting program We measure all the emissions associated with travel to work, and strive to reduce them through initiatives such as carsharing and bike stations. Sustainable supply chain We assess our suppliers’ sustainability practices for alignment with our own, and strongly encourage their own adoption of emissions reduction targets. Read our Non-Financial Information Report This independently audited report complies with the Non-Financial Reporting Directive and takes as a reference the Global Reporting Initiative (GRI) Sustainability Reporting Standards. Read our Executive summary The Executive Summary offers a concise overview of Konecta’s key sustainability efforts and achievements. While separate from our full non-financial report, it highlights our ongoing commitment to environmental, social, and governance (ESG) objectives, outlining our progress and key actions toward a sustainable future. Accreditations and credentials Ecovadis In 2024, Konecta earned a Bronze sustainability rating from EcoVadis, the leading global platform for third-party sustainability assessments. This recognizes the significant progress we've made, particularly in our environmental and procurement performance. CDP Our commitment with Carbon Disclosure Project (CDP) to disclose our emissions is long-standing. In 2024, we maintained our strong overall performance while achieving top scores in areas such as governance, targets, and understanding of climate context. SBTi In May 2024, our near-term science-based targets were officially validated by the Science Based Targets initiative (SBTi), confirming our commitment to cut absolute Scope 1 and 2 greenhouse gas emissions by 50% by 2030 and reduce scope 3 GHG emissions from employee commuting and business travel 61.1% per employee. Our path to Net Zero At Konecta, we align our climate action with the Science Based Targets initiative (SBTi) to ensure credible, measurable progress toward reducing our global carbon footprint. 54.6% We’ve committed to cutting absolute scope 1 and 2 greenhouse gas emissions by 54.6% by 2033, using 2022 as our baseline. 61.1% We aim to reduce Scope 3 emissions from employee commuting and business travel by 61.1% per employee within the same period. Offsetting with purpose 2021 In 2021, we planted 600+ trees across different locations - from Spain to Argentina and Colombia 2022 The next year, we doubled that number, planting 1250+ trees, again from Spain to Argentina and Colombia 2023 2023 saw 500+ trees planted across Turkey, Spain, Argentina, Colombia, Mexico, Guatemala and El Salvador 2024 We planted a further 2300 trees across Peru, Madagascar, Spain, Argentina, Colombia, and helped save 20 hectares of land adjacent to Italy’s Casentino Forest National Park from deforestation. 2025 We’ve already planted 1500 trees in Madagascar, and that’s just the start … Sustainable commuting In order to cut scope 3 emissions relating to employee commuting, we promote low-carbon travel options such as public transport, carpooling, cycling, and remote working. Madagascar ‘Transport pour tous’, a daily shuttle service used by 90% of our employees, ensures their safety and comfort. It adds up to 48,000 km travelled every month; 3,000 monthly rotations between pick-up and drop-off. Morocco We have set up a carsharing service in partnership with an innovative start-up specializing in shared transportation. As well as delivering environmental benefits, the service helps us improve and strengthen employee relationships. Spain In the industrial areas of León and Tarragona, we have set up the KonectaKar programme, facilitating car sharing with adapted timetables and shifts. Discover more about sustainability in Konecta Explore our Sustainability strategy Check out our Governance principles and actions Get to know the Konecta Foundation See the fuller picture with related insights First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. Smarter operations, greener sites LED lighting: the route to energy efficiency LED lighting systems are a key element in our strategy to reduce energy use and emissions, offering a more efficient and sustainable solution across our facilities than traditional light sources. Renewable energy: powering our growth sustainably We prioritize renewable energy contracts when sourcing electricity for our sites, especially in countries where green energy is accessible and certified. Certified sites: recognizing responsible infrastructure Many of our offices and operations centers have obtained environmental certifications such as LEED, ISO 50001, ISO 14001 or equivalent, demonstrating our commitment to sustainable building standards. ### Ethics compliance transparency URL: https://konecta.com/about-us/sustainability/ethics-compliance-transparency Ethics, compliance, and transparency At Konecta, we continuously strive for global best practices for ethics, compliance, and transparency. We have a robust governance system in place to ensure this. Dedicated to upholding the highest ethical standards We operate with responsibility and integrity in every location we serve. To prove our commitment to ethical conduct, we set clear objectives that foster a culture of integrity, accountability, and transparency across our workforce, suppliers, contractors, and partners. Our compliance program ensures we follow ethical principles, legal requirements, and our own internal regulations and governance framework business-wide. Since 2004, we have been a signatory to the UN Global Compact, to drive a more sustainable future Human rights We uphold internationally recognized human rights, ensuring our actions and partnerships are not complicit in any violations. These principles guide our commitment to ethical business practices. Labour We respect workers' rights, promote fair labor practices, reject forced and child labor, and ensure a diverse, inclusive, healthy and safe workplace. Environment We take a precautionary approach to environmental challenges, drive sustainability initiatives, and promote eco-friendly technologies to minimize our impact and foster a greener future. Anti-corruption We uphold a zero-tolerance policy against corruption in all its forms, actively combating extortion and bribery to ensure ethical and transparent business practices. Read our Non-Financial Information Report This independently audited report complies with the Non-Financial Reporting Directive and takes as a reference the Global Reporting Initiative (GRI) Sustainability Reporting Standards. Read our Executive summary The Executive Summary offers a concise overview of Konecta’s key sustainability efforts and achievements. While separate from our full non-financial report, it highlights our ongoing commitment to environmental, social, and governance (ESG) objectives, outlining our progress and key actions toward a sustainable future. Information channels Our confidential Information Channels allow employees, suppliers, and other stakeholders to report concerns about events or misconduct that may affect the organization. We encourage you to use them responsibly. Our compliance culture For Konecta, compliance is a core principle, and we ensure all aspects of our activity align with our regulatory requirements and corporate policies. Explore our compliance documentation to find out more. Code of Ethics Code of Ethics Suppliers 2023 Digital Disconnection Protocol 2023 Human Resources Framework Policy 2023 Human Rights Policy 2023 Responsible Procurement Policy 2023 Security and Cybersecurity Policy 2023 Environmental Policy 2024 Non-Financial Information Statement 2023 Non-Financial Information Statement 2022 Non-Financial Information Statement 2021 Non-Financial Information Statement 2020 Non-Financial Information Statement 2019 Non-Financial Information Statement 2018 Konecta UK Modern Slavery Statement Konecta UK Gender Pay Gap Report Konecta UK National Minimum Wage policy Konecta UK Carbon Reduction Plan Human Resources Framework Policy Compliance Framework Policy Compliance certifications "" See the fuller picture with related insights First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. Discover more about sustainability in Konecta Explore our sustainability strategy Check out our Environmental principles and actions Get to know the Konecta Foundation ### Solutions URL: https://konecta.com/solutions Solutions that go beyond the ordinary We offer solutions to create meaningful connections for today’s customers seeking a touch of magic In the age of digital, customers and employees have higher expectations. Konecta’s technology-driven solutions aim to enhance interactions effectively. We not only ensure that your customers’ and employees’ needs are met but also guarantee that you stay ahead of the game. 85% of consumers think short wait times are fundamental in CX 88% of buyers say companies’ CX matters as much as their products/services Discover our solutions First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. They choose Konecta Success stories transforming relationships See the fuller picture with related insights It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their CX. We can do the same for you. ### Join us URL: https://konecta.com/join-us Join us for a future beyond the ordinary Konecta in numbers employees making every connection special 109,000 languages spoken by a diverse and passionate team 40 clients relying on Konecta for transformative experiences 500 countries where you can learn, shine and fast-track your career 28 1085 Karen Valbuena Agent - Spain A jouney I didn't expect I joined the company in July 2020 during the pandemic and began working remotely, supporting brokers through calls and emails. I helped build a new team with colleagues from across the country and gained new skills while collaborating with areas like Fundación Konecta and IT. I even got to try unique experiences, from acting for a day to attending the Inspiring Talent event. I never imagined my role would evolve this way, but I seized the opportunity and I’m excited for what comes next. 513 Lautaro Pelizza Head of Sales, LatAm - Argentina “A place where people can make magic” Konecta is a company that enables growth, provides opportunities and bets on internal talent. We’re encouraged to think differently, explore new solutions, and learn and develop as people and as professionals. 505 Carolina Castaño Digital Transformation Director, LATAM - Colombia “Every day we challenge the norms of the sector” One thing that makes our group special is that it’s truly multicultural. In our work, it’s very valuable to have a diverse team, all bringing different perspectives while working closely together. 514 Monica Todiros Butea Group Head of Service Delivery Excellence - Romania “I really feel the buzz at Konecta” A career at Konecta presents a wealth of opportunities for development and new challenges. The culture really does foster an inclusive environment, which is conducive to professional growth for our people and success for our clients. 512 Alejandra Garcia Sposto Operations Director Nearshore, Iberia - Spain “We unite different realities towards a common goal” What I like most about Konecta is the diversity of projects and cultures we engage with. For me, it’s about changing realities for the better and working with highly motivated and talented people towards a common goal. 506 Jennifer Feijoo Training and Quality Supervisor - Spain “My learning has never stopped” I’ve felt fully accepted from day one, travelling for new opportunities and with flexibility to balance work and home life. I’m always evolving, from training and leadership development to coaching, mentoring and working internationally. 507 Joseph Mbongo Customer Advisor - France “Konecta isn’t just work. It’s a place where everyone belongs” There’s a real focus on each person’s skills and potential, helping them grow professionally while fostering a sense of belonging. This dedication to fairness and growth makes Konecta feel truly inclusive. It’s a culture that’s lived everyday. 511 Gislaine Rodrigues Quality Supervisor - Brazil “My eyes were opened to new possibilities” Konecta’s culture around empowering women for leadership stands out and is one of the things I’m most proud of. I’ve met amazing people who believed in me and saw potential I didn’t even realize I had.” 509 Veronica Osorio Vélez Agent - Colombia “We don’t focus on each other’s differences, we embrace them” There are multiple cultures and people at Konecta who nurture me everyday. I’ve greatly developed my interpersonal skills in a space where respect and close teamwork are really valued. 510 Daniela Trudi Project Manager - Italy “My journey here has been one of constant growth” I’ve been able to share my specialist expertise building skills in new domains. It’s about interacting constructively with all stakeholders while fostering continuous exchange and mutual enrichment. 1083 Patrick Bailey Back office - Spain I can truly feel the pulse Openness to change and innovation are core to who we are, and there’s no better time to join our team and experience that energy firsthand. I believe curious, adaptable people truly stand out and thrive in our environment. Why join us Push boundaries Learn and grow Progress fast Live your best life Work with creative people and cutting-edge technologies to reshape the future and make your mark Fast-forward your career with exciting training, skills development and recognition opportunities In a diverse environment, with mobility both internally and internationally, you can really go places at Konecta Embrace your work-life balance with flexible hours and remote working Join our digital revolution We are always looking for talented people who share our passion for customer success and our belief in the power of digital innovation to transform experience. Check our opportunities and join the change. We are committed to creating a diverse and inclusive environment where everyone feels valued and heard. Diversity & equality Our dynamic and empowered people are reinventing experiences, in a culture that fosters creativity and growth. Belief in people We believe great ideas come from great teams, with a shared passion for supporting customers and each other. Collaboration & support Our teams have freedom to think outside the box, driving digital transformation and excellence. Digital mindset Global team We are proud to be a multicultural team of talented people, collaborating across borders, creating impact together. A culture where you will thrive Awards and recognitions "" Meet the Experience Makers. Discover the Konecta spirit in this video! See how our people drive real impact through collaboration to deliver outstanding experiences every day. ### Who we are URL: https://konecta.com/about-us/who-we-are We are experience makers Konecta is your partner for transformative experiences. We reinvent business relationships and brands to make every connection feel special. +109,000 28 +40 +25 Fuse human ingenuity with AI efficiency to supercharge your business people countries languages year's experience Are you looking to boost your business, enhance engagement, improve performance, grow faster? Let's make it happen together. Konecta creates hybrid experiences to unlock new value for you, your customers and employees. In meeting rooms and living rooms, we turn connections into the moments that count. What you can expect with Konecta We are future-ready Our spirit is one team We disrupt with purpose We are reliable game-changers We keep our human and digital skills evergreen to create seamless and scalable experiences. We are a collective built on collaboration and driven by our shared commitment to excellence. We craft solutions that inspire progress, empower people and leave a positive mark. We revolutionize the future of experience: resilient, authentic, extraordinary. Discover our locations We are a collective of +109,000 experience makers in 28 countries, covering +40 languages, and driven by collaboration and the power of human and digital skills to make every connection feel special. “Together, let’s shape the future by reinventing relationships and building lasting human connections in the era of AI. It’s about driving progress. For business, for people, for the planet.” Nourdine Bihmane Chief Executive Officer, Konecta We provide CX and EX solutions powered by Agentic AI First steps with Konecta With Konecta’s experts at your side, transforming your customer and employee experience becomes seamless. Discover more about Konecta Get more information about our awards and certifications Get more information about our governance Discover our sustainability principles and actions ### Supplier Information URL: https://konecta.com/supplier-information Documents General terms and conditions Confidentiality document Policies Code of Ethics for Suppliers Responisble Purchasing Policy Environmental Policy Human Resources Framework Policy ### Our brands URL: https://konecta.com/about-us/our-brands Our brands Global reach with specialized expertise. At Konecta, we are dedicated to creating transformative experiences for our clients across the globe. To ensure we meet your specific local and industry needs with the highest level of expertise, we operate through a specialized portfolio of brands. Each of these entities is designed to deliver tailored solutions - from advanced customer care to specialized technology consulting - while sharing our core commitment to fusing human ingenuity with digital efficiency. SatisFactory SatisFactory operates in France, providing a dedicated SaaS platform for comprehensive feedback management. fr en es France Contentieux Operating within the French-speaking market, France Contentieux is a major player in debt collection and receivables management outsourcing. They help companies in France and abroad maximize their receivables through expertise in amicable collection and legal proceedings. Konecta Pro Serving Central & Eastern Europe, Konecta Pro delivers professional customer service with a strong social impact. Over 70% of their contact center workforce consists of individuals with disabilities or health disadvantages. Puntoform Operating in IBERIA, Puntoform is a specialized HR technology consulting firm. They provide tailored e-learning and in-person training solutions designed specifically for the Contact Center sector. Tarify Operating in IBERIA, Tarify is a price comparison tool for utilities, telecoms, and insurance. It is designed to generate valuable leads for both internal and external clients. Strategy Big Data Serving the LATAM region (specifically utilized in Colombia and Brazil), Strategy Big Data operates as a distinct entity to fulfill specific client requirements where the core Konecta brand cannot be used. Speak 33 Serving France, Speak 33 is a digital marketing agency that specializes in lead generation and managing the full sales cycle. Contact our sales team Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their CX. We can do the same for you. ## Solutions ### Customer Experience URL: https://konecta.com/solutions/customer-experience Hybrid GenAI agent solutions and AI-enabled innovations for both front- and back-office to revolutionize your customer experience and fit your needs. Customer Experience Customer experience is paramount in today's competitive landscape. How to deliver meaningful and seamless interactions despite the rapid pace of technological and trend evolution? We deliver exceptional hybrid experiences for your customer through the best blend of human ingenuity and AI precision. Leveraging both technology and talent, we make every customer feel valued and every experience flow smoothly, whether that’s through designing seamless options for self-resolution, or offering empathetic and efficient interactions with agents using the power of AI and data to hyper-personalize. Whatever the interaction and whatever the process, it is always about building loyalty and value for your brand. 80% of consumers now expect a personalized experience (Source: Everest Group) 30% reduction in operational costs driven by agentic AI by 2029 (Source: Gartner) cut in processing times through back-office automation (Source: Gartner) 40% of new customers acquired through remote sales channels (Source: Frost & Sullivan) Our customer experience solutions Agile delivery model Using best-in-class innovation and digital to define the most effective delivery model for your customers – onshore, offshore and/or nearshore. End-to-end capabilities From the cutting edge of our Innovation Lab to the assurance of our fully managed services, you can access any best-of-breed AI/GenAI capabilities you need for your CX. Low risk We’ll always be here to guide you, bringing real-world experience, exemplar use cases, extensive data science and digital expertise, plus proven solutions to mitigate risk. 503 Success stories in customer experience Latest news & insights Questions and answers What makes a great customer experience strategy? A great CX strategy provides the customers a seamless, omnichannel and customer-centric approach combining personalization, quick response times, and proactive support - while empowering agents - to enhance their satisfaction and loyalty. How can technology improve customer interactions? AI-driven chatbots, automation, and data analytics help deliver faster, more relevant, and personalized responses across channels. The agentic model augments agents by automating workflows and removing roadblocks. Why is customer experience crucial for business growth? A strong CX drives higher retention, increases brand advocacy and loyalty, and differentiates businesses in competitive markets. How does Konecta support omnichannel customer engagement? Konecta proposes a comprehensive approach to design engaging customer experience, build and set up solid solutions and operate them seamlessly to drive measurable ROI and guarantee lasting customer relationships. How does Konecta help businesses improve customer satisfaction? Konecta leverages its voice of customer expertise to drive continuous improvement and operational excellence, offering seamless, empathetic and efficient interactions with agents. How does Konecta use AI to enhance customer service? Our Konecta’s GenAI solutions help organizations in enhancing customer engagement and optimize operations with actionable business insights, agent augmentation for swift and personalized support, and customer interaction automation to ensure consistency and reduce costs. It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their customer experience. We can do the same for you. ### Agentic AI for Customer Experience URL: https://konecta.com/solutions/customer-experience/agentic-ai-for-customer-experience Fast, secure, human-centric agentic AI to personalize journeys, automate, augment agents, and unlock data for success. Partner with us to reshape possibilities. AI and GenAI for Customer Experience Agentic AI is here. Now you can reimagine customer experience across every channel, with next-level business efficiency, speed, agility and performance. We’ve created a fast, secure and future-proof way for you to innovate with human-centric agentic AI. So you can delight customers with personalized journeys, enjoy the benefits of AI-powered automation and augmentation, and unlock your data for new insights that drive success. As your partner, we’re here to achieve the outcomes you want. Reshape possibilities for your customers and your brand. +8-20% revenue +15% quality of service 30% lower interaction cost 15-20% faster average handling time Our AI & GenAI for CX Services Insights: actionable business intelligence Unleash your data. Gain new insights from GenAI-powered monitoring and diagnostics to shape your strategic decision-making, drive KPIs, and ensure ROI. Co-pilot: agent augmentation Give your agents the edge to deliver excellence and fulfil their potential. Personalized AI-driven support empowers them to quickly and accurately meet each customer’s needs in real time. Auto-pilot: customer interaction automation Intelligent operations, orchestrated end to end, with streamlined workflows and AI-powered agents. Achieve consistent high performance, while freeing your people for higher-value tasks. Focus on Magic Button Put GenAI to work for your agents. Take care of core tasks, so your people are free to take care of your customers. Tailored for your brand Magic Button can be customized to reflect your brand style and adapt to your specific environment and processes. Pre-programmed GenAI actions Transform speed, efficiency and performance with pre-programmed actions – corrections, translations, emails, extracts, and more. Easy installation and scaling As a Konecta Chrome extension, the Magic Button is available on our private cloud and deployable in just a week. Multilingual capabilities Magic Button works seamlessly in over 30 languages, supporting your business wherever your customers and operations are based. Smart searching Ask any question and get precise and accurate answers from across your own knowledge bases and from the internet. Benefits for you 504 Collaborative approach No-one knows your business like you do. So as your trusted partner, we’re here to help you solve your problems and achieve your dreams. Outcome-led deployment Our approach is value-driven, so you get high returns for the best price – from higher quality and customer satisfaction, to cuts in costs and time-to-serve. Holistic and seamless Your AI transformation must be seamless, so we’ll ensure integration with your existing customer management platforms and enterprise systems. Future-proof and open When needed, our GenAI platform supports our tech-agnostic approach and smart AI model selection, so you don’t need to worry about being locked into specific AI solutions or vendors. Agnostic, scalable and agile operations Our GenAI platform is scalable and low-code, giving you the freedom to flex and adapt quickly if demand shifts or if customer needs change. Security and compliance Cybersecurity is baked into our systems. And with no other IT dependency to manage AI workflows, you can maintain security, privacy and compliance as your AI journey progresses. Get more about our Ai & GenAI for CX solutions Whitepaper: Early lessons for GenAI in customer service In this white paper, Konecta and BCG aims to cut through the noise and uncover the likely impacts of GenAI in customer service environments. Based on early deployment results, employee & end-user sentiments, and case studies, we debunk five prevalent myths that distort the true value, and limitations, of GenAI in practice. ### CX cloudification & modernization URL: https://konecta.com/solutions/customer-experience/cx-modernization Transformative platform modernization powered by Generative and Agentic AI to accelerate time-to-value, optimize costs, and deliver hyper-personalized interactions. CX cloudification & modernization Agility and scale are paramount in today’s competitive customer experience landscape. How do you deliver hyper-personalized, intelligent interactions when constrained by siloed legacy systems? We deliver seamless platform modernization that empowers your business through the best blend of robust cloud architecture and advanced AI capabilities. Leveraging a proven migration strategy and data-driven discovery, we transform your contact center into an all-in-one powerhouse. We ensure your transition is smooth and non-disruptive, whether that's through automating back-office workflows, unifying disconnected customer data, or embedding Generative and Agentic AI to augment your teams. Whatever your operational complexity, it is always about accelerating time-to-value, optimizing cost structures, and future-proofing your brand. Up to 40% of infrastructure cost reduction Up to 50% of automation and worktime reduction +40% of time-to-market reduction +55% of data breach risk reduction Our CX cloudification & modernization solutions Advisory & strategy We work with you to redefine your CX strategy, moving away from legacy constraints to design differentiated, effortless, and personalized customer journeys that are directly tied to your core business objectives. Cloud & technology transformation We modernize your contact center ecosystem by deploying cloud, omnichannel, and AI-ready architectures. This foundational shift unlocks the agility, scalability, and speed-to-market required for continuous innovation. Agentic AI implementation We embed automation and Agentic AI across your entire service lifecycle. By turning AI into an intelligent copilot, we increase efficiency, empower your human agents, and enable proactive, data-driven customer engagement. Conversational intelligence We integrate advanced conversational intelligence - including real-time transcription, speech enhancement, accent neutralization, and automatic translation. The result is improved agent performance, strict compliance, and significantly higher customer satisfaction. Operations & continuous optimization We harness real-time operational data to constantly refine and optimize your performance. Our focus is on the metrics that matter: reducing your cost-to-serve, improving NPS, increasing retention, and accelerating revenue growth. Benefits for you 1276 Tangible savings Achieve up to a 40% reduction in infrastructure, maintenance, and usage costs. Efficiency & productivity Drive up to 50% automation, a 30% worktime reduction, and approximately 60% system admin effort reduction. Business agility & revenues increase Benefit from a >40% decrease in time-to-market and seamless native integration with GenAI to scale new features rapidly. Compliance & business continuity Ensure robust security with 99.99% uptime (-75% downtime) and a 55% reduction in data breach risks. Get more about our CX cloudification & modernization solutions Success stories in customer experience Questions & answers Why is CX cloudification necessary right now? Consumer behaviours and expectations are shifting; 61% of customers prefer digital channels for first-level interactions today, and 31% have churned after a negative interaction. Will migrating to the cloud disrupt our current systems? No. We follow a "minimize disruption" approach that starts small and deploys changes in phases, alongside a "no break of existing systems" philosophy to avoid unnecessary risks. How does your team handle complex, legacy environments? We don't migrate the mess; we transform it. We use data-driven automated discovery to perform smart cleansing, identifying and eliminating orphaned or unused configurations before migrating. How long does a deployment take? Timelines scale with complexity. Low-to-medium complexity platforms can be set up in roughly 3 to 6 months, while high-complexity enterprise operations may utilize a 12-month phased deployment. What happens after Go-Live? We secure your investment through a dedicated "achievements & future readiness" phase, focusing on system stabilization, hyper-care support, user adoption, and continuous innovation. ### Employee Experience URL: https://konecta.com/solutions/employee-experience Employee care solutions, from helpdesks to knowledge management, to support and engage your employees and help your business thrive. Employee Experience Employees' contribution to your business success is higher when they feel valued, engaged and empowered. Each interaction with your employees is an opportunity to show you care. Our innovative GenAI-powered workplace solutions will delight them every day at work. We will provide them with true consumer-grade experiences - full of the same rich, fast and intuitive services they expect from leading brands. Together, let’s shape your next-generation workplace and take your employees into the digital future. 8x Employees with positive EX are 8x more likely to stay with their company (McKinsey & Company) 72% High EX companies achieve 72% lower staff turnover compared to low EX companies (Columbia university) 50% Companies with strong EX achieve up to 50% lower talents attrition than companies with low EX (IBM study) 38% Employees with high EX are 38% more likely to have above average productivity (Workplace Research Foundation) Empower your people and your business to thrive Happier employees When your employees have the same quality of experience as your customers, their satisfaction and performance increases Seamless hybrid experiences Flexible and remote working becomes frictionless. Everyone can work, communicate and collaborate easily – at any time, any place they choose Simplicity & agility No more complex infrastructure, tech stacks or toolsets to manage and maintain – just agile, evergreen and secure services that you can rely on 24/7 Lower costs Move from CapEx to OpEx, with technologies that lower costs while maximizing the value of every touchpoint for your people, your business, your brand Greater efficiencies With the full power of GenAI and automation, it’s faster and easier to deliver great experiences while freeing-up your people and your business Enhanced reputation A great place to work fosters employee performance and wellbeing while attracting and retaining the best talent. Let your commitment to your people shine through 504 Konecta & Lenovo: reinventing the Digital Workplace We’ve joined forces with Lenovo to challenge traditional IT outsourcing and deliver the next generation of Employee Experience. By combining Konecta’s AI expertise with Lenovo’s world-class technology, we provide a seamless, AI-driven workplace that empowers your people to thrive from anywhere. Latest news & insights It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their customer experience. We can do the same for you. Q&A Why is employee experience important for business success? A positive work environment enhances productivity, reduces turnover, and fosters a culture of engagement and innovation. How can AI improve the employee experience? By automating administrative tasks, offering smart workplace solutions, and providing real-time insights to support career growth and well-being. What are the key elements of a successful employee experience strategy? A successful employee experience strategy provides personalization, seamless digital tools, continuous feedback, and strong leadership to empower and engage employees. How does Konecta's GenAI-powered workplace solution enhance employee satisfaction? Konecta’s GenAI solution streamlines workflows, automates routine tasks, and delivers personalized support—creating a seamless, engaging digital experience that empowers employees and boosts satisfaction. How does Konecta ensure a seamless hybrid and remote work experience? Konecta delivers a unified digital workspace with secure cloud IT, omnichannel support, and AI-driven automation that fosters effortless collaboration and continuous connectivity for remote and hybrid teams. How does Konecta help organizations enhance workplace collaboration? Konecta provides employees with consumer-grade services, and GenAI-powered solutions that streamline communication across all channels, and support seamless hybrid work. ### Device-as-a-Service URL: https://konecta.com/solutions/employee-experience/device-as-a-service The value of equipment lies in moving as far away as possible from all life cycles (during selection) without giving up on all experiences. Device as a Service Optimize your entire device lifecycle with gold-standard experiences, from order to disposal. With a choice of OpEx or CapEx funding models, Device-as-a-Service is a sustainable and cost-efficient way to simplify your device lifecycle management while delivering an exceptional employee experience. Equip your people with the right device for their individual needs and workstyles, pre-configured and delivered straight to their location. And with our deep commitment to sustainability, you get a smarter, faster way to enhance the environmental impact of your IT estate. 20% cost reduction 40% faster deployment time lower carbon emissions Our Device-as-a-Service services Device provisioning Fast, efficient and hassle-free. Your employees get what they need, right when they need it. We handle everything from configuration to secure setup. Devices arrive ready for use, pre-loaded with the right apps, settings and security. Lifecycle management Streamline every stage of the device journey, from deployment and maintenance to secure disposal. Maximize efficiency, reduce your IT management burden, and cut costs with a seamless service that keeps your estate optimized and secure. Mastering & staging Ensure devices are fully configured, optimized and ready right out of the box. From OS imaging and software installation to security settings and custom configurations, we streamline setup, reducing IT workload and getting employees up and running faster. IMACDs IMACDs (Installation, Moves, Adds, Changes and Deletions) ensure your IT stays agile and efficient. Whether installing new devices, relocating equipment, upgrading components, or decommissioning hardware, we handle it all, minimizing downtime and maximizing productivity. 504 All-inclusive pricing Clarity and peace of mind with a single price per device or user, covering all necessary services from device provisioning to user support and workplace management. Choice of device brands and models With our independent catalog from the best supplier, you will know that every device is right for every employee, pre-configured and ready to use, available wherever needed. OpEx and CapEx consumption models We offer flexible device rental and device purchase options tailored to meet your specific needs and regulatory requirements. Operating cost reductions You can cut your total cost of ownership by 20% - while still giving each employee a high-performing device that empowers them to succeed. Sustainability You’ll increase your sustainability by reducing e-waste, extending device lifecycles, and enabling responsible recycling. This ensures efficient use of resources, lowers carbon footprints, and promotes eco-friendly practices. Benefits for you Get more about our Employee Experience solutions ### Employee care center URL: https://konecta.com/solutions/employee-experience/employee-care-center Seamless GenAI-powered omnichannel experiences to give your people the slick resolution they need – any place, any time, any channel. Employee care center Human touch, with global reach. Combining cutting-edge tech with customer care excellence, we’re revolutionizing the way organizations support their people. With Konecta, you can make sure your people enjoy the same standard of responsive omnichannel care they expect from top consumer brands. Seamlessly blending human and AI agents, we deliver proactive, personalized support to each employee – any place, any time. The outcome? Enhanced engagement, higher productivity. And you keep pace with the AI revolution. 50% lower cost per ticket 30% higher first contact resolution rate 20% higher Employee Satisfaction (ESAT) Our employee care center services Smart employee care Offer personalized support for your team, ensuring quick resolution of IT incidents and requests. Every interaction is carefully tracked and managed to resolution, prioritizing both experience and SLA attainment, boosting productivity and satisfaction. Experience management center We track and optimize every interaction, leveraging AI insights and real-time data to monitor employee experience, improve satisfaction, drive engagement, and deliver exceptional services that align with your business goals. Enablement services Empower your teams with the necessary tools, training and support to drive digital adoption and operational excellence. From onboarding to continuous skills development, employees are equipped to perform at their best, accelerating operational efficiency, engagement, and overall business success. Proximity & logistics Seamless devices rollouts, from procurement to delivery and setup. With end-to-end coordination, real-time tracking and expert handling, we minimize lead times, streamline operations and get your employees up and running faster – anywhere, anytime. 504 Premium experiences Intuitive and innovative tools to deliver smart, consumer-grade help and support across every channel, freeing your employees to get on with their day. Fewer user tickets AI-augmented agents that provide instant autonomous resolution – because for busy employees, calling the service desk should be the last resort. Cultural fit User-friendly help and support – globally accessible, culturally aligned with language fluency (+30 languages). Cost optimization A smart service desk is cost-efficient, leveraging automation and maximizing the benefits of self-help for employees and your business. Brand enhancement Show your people that you care, reaching out at every stage of the employee journey and at the moments that count. Benefits for you Get more about our Employee Experience solutions ### Modern workplace services URL: https://konecta.com/solutions/employee-experience/modern-workplace-services AI-powered automation in the cloud ensures your digital workplace is optimized for great experiences every time - always secure and future-proofed Modern workplace services Get ahead with a seamless, secure, futureproof workplace environment – whether you’re on a Google or Microsoft platform We leverage AI-powered full-stack solutions from leading cloud service providers to deliver a consumer-grade workplace that’s always efficient and leading-edge. We bake in cybersecurity end to end, so your employees, data and assets are always safe. With automated workflows and easy-to-access resources, your people can work smarter, not harder. And because services are integrated and modular, you have all the agility and scalability you’ll need to power your business. 60% fewer support tickets 30% lower workplace operation costs 90% reduction in workplace downtime higher Employee Satisfaction (ESAT) Our modern workplace services Endpoint management Keep devices up to date and performing at all times, with compliance, flexibility and control over every device - professional and personal. Identity & Access Management and Endpoint security Secure all devices and gain seamless control over critical systems using real-time threat monitoring and automated response, while maintaining a frictionless employee experience leveraging biometrics and AI-enhanced single sign-on authentication. Asset lifecycle management Streamline every stage of the device journey, from deployment and maintenance to secure disposal. Maximize efficiency, reduce your IT management burden, and cut costs with a seamless service that keeps your estate optimized and secure. Device-as-a-Service Simplify your entire IT device lifecycle from fast deployment to secure disposal, while delivering an exceptional employee experience leveraging pre-configured hardware, flexible funding models, and highly sustainable, cost-efficient IT management. 504 Security and compliance With end-to-end role-based security, you can mitigate the risks of growing cyberthreats and ensure ongoing compliance while accelerating your AI journey. Hybrid and remote working Leading-edge AI-powered tools and resources, empowering your people to communicate, collaborate, innovate and more - on any device, anytime, anywhere. Choice and flexibility Modular services give you a range of options for service coverage windows, performance, data protection security and business continuity. Scalability and agility Freedom and assurance so you can flex and adapt rapidly to technological or market changes, with scalability across on/near/offshore. Simplicity and control No more headaches managing multiple platforms, overheads, services, vendors or technologies. Lean integration gives you unparalleled clarity and control. Cost optimization Thanks to AI-powered real-time analytics, you get visibility of costs and performance to drive continuous optimization and higher value to your business. Benefits for you Get more about our Employee Experience solutions ### Smart proximity services URL: https://konecta.com/solutions/employee-experience/smart-proximity-services Bring proximity, intimacy and service excellence onto your sites through cutting-edge blended physical and virtual experiences. Smart Proximity Services Delivering excellence on-site in today’s digital world With the rise in hybrid and remote working, on-site services are a unique opportunity to shape your employee experience. Agile access to high-quality proximity services will make people’s workday easier, better and more enjoyable – from traditional IT desks to virtual booths, enhanced with smart lockers and vending machines offering services ranging from support to training. +75% talent retention 25% lower onsite IT operations costs 40% faster onsite resolution time 15% higher Employee Satisfaction (ESAT) Our smart proximity services Onsite & VIP support Deliver premium hands-on assistance for executives and office workers. With rapid response, personalized service and expert troubleshooting, we minimize downtime and ensure seamless productivity –keeping your employees focused on what matters most. Virtual booths Our virtual booth solutions create immersive, interactive digital experiences to connect your employees to our IT experts. With rich multimedia, real-time support and seamless interaction, we can solve their most complex issues through enhanced live assistance. Smart lockers Secure self-service storage and device management for seamless pick-up, drop-off and returns of assets. With automated access, real-time tracking and 24/7 availability, you’ll boost efficiency, reduce IT workload, and ensure a frictionless employee experience. Deployment & logistics Seamless devices rollouts, from procurement to delivery and setup. With end-to-end coordination, real-time tracking and expert handling, we minimize lead times, streamline operations and get your employees up and running faster – anywhere, anytime. 504 Enhanced employee engagement Your employees benefit from personalized support and consumer-grade experiences that make them feel valued. Streamlined operations Smart lockers and optimized deployment and logistics reduce waiting times and minimize operational friction, ensuring efficient use of resources. Scalable service delivery The combination of onsite and virtual support creates a seamless experience across all your locations and enables you to manage growing demand. Benefits for you Get more about our Employee Experience solutions ### Growth, marketing & revenue generation URL: https://konecta.com/solutions/growth-marketing-revenue-generation Outcome-based solutions to boost your sales, improve efficiency and achieve better ROI. Soluciones basadas en resultados para impulsar las ventas, mejorar la eficacia y obtener un mayor rendimiento de la inversión. Des solutions pensées pour stimuler vos ventes, améliorer votre efficacité et obtenir un meilleur retour sur investissement. Soluzioni mirate, basate sui risultati, per incrementare le vendite, ottimizzare l’efficienza e massimizzare il ROI. Boosting sales, efficiency and ROI, through switching to outcome-based solutions. Impulsionando as vendas, a eficiência e o ROI por meio do nosso enfoque inovador orientado para os resultados Agilní poradenství a strategie od návrhu služeb přes implementaci technologií až po optimalizaci procesů. Soluções baseadas em resultados para aumentar as suas vendas, melhorar a eficiência e obter um melhor ROI. Riešenia založené na výsledkoch na zvýšenie predaja, zlepšenie efektivity a dosiahnutie lepšej návratnosti investícií. Ergebnisorientierte Lösungen zur Steigerung Ihres Umsatzes, Verbesserung der Effizienz und Erzielung eines besseren ROI. Satışlarınızı artırmak, verimliliğinizi geliştirmek ve daha iyi yatırım getirisi elde etmek için sonuç odaklı çözümler. Eredményorientált megoldások az értékesítés növelésére, a hatékonyság javítására és a magasabb megtérülés elérésére. Growth, marketing & revenue generation Are you looking for an end-to-end approach to digital marketing that reduces cost and risk, while adding sales? That’s where Konecta’s digital marketing solutions come in. To turn your sales ambitions into reality, you need a way to get ahead of competitors, while also managing costs, risks and meeting data privacy requirements. Konecta’s digital marketing solutions do just that. Our end-to-end model streamlines the entire process, from lead generation to sales conversion, into a seamless, data-driven process, turning aspirations into actual sales. It’s yet another way in which we’re redefining what’s possible for our customers. 100% performance-based approach, with your costs based on results traceability of leads to personalize advertising proprietary technology providing end-to-end service 200% increase in conversions made possible by proven strategies Our growth, marketing & revenue generation solutions Increased conversion rates and sales Because we manage lead generation and sales conversion as a single end-to-end process, we’re all about the quality of leads and outcomes, not just numbers. Customers you’re not currently reaching Through our incremental upselling approach, we open up additional sales channels, rather than eating into your current sales channels. Zero risk for your business Not only do we assume the set-up costs for our Smart Sales Model, we also offer you a 100% performance-based approach, with a revenue model based on the results we deliver. It’s a double win. Regulatory compliance and confidence Data protection being critical, our non-intrusive sales model and deep understanding of local regulations ensure you are in compliance and your brand is protected. Visibility across the piste From 100% traceability of leads to combining sales and marketing data in a single user-friendly tool, you’ll find that everything you need to know is always at your fingertips. Brand protection We’re on every detail here, right through from championing your brand guidelines to reducing the visibility of unauthorized players on your keywords. 502 Success stories in digital marketing Latest news & insights Questions and answers What are the most effective digital marketing strategies today? Data-driven personalization, AI-powered automation, omnichannel engagement, and performance-based optimization to maximize ROI. How can AI enhance digital marketing campaigns? By analyzing customer behavior, predicting trends, and automating content creation and ad targeting for better precision and efficiency. What role does SEO play in digital marketing success? SEO improves visibility, drives organic traffic, and ensures content aligns with user intent, making it a critical factor for long-term growth. How does Konecta help companies improve their online presence? Konecta enhances companies’ online presence through end-to-end digital marketing strategies focused on lead generation and sales conversion. We manage paid media, and content creation tailored to each market and executed by local experts. Our data-driven approach ensures performance optimization and measurable results. How does Konecta measure the success of digital marketing campaigns? Konecta measures digital marketing success through key performance indicators (KPIs) such as impressions, clicks, conversions, and cost per lead. We provide monthly performance reports with actionable insights. ROI and sales impact are closely tracked to ensure business value. Continuous optimization is done based on real-time data and analytics. How does Konecta help to improve conversion rates? Konecta improves conversion rates by optimizing the full sales funnel, from lead generation to final sale. We leverage data-driven strategies, A/B testing, and advanced targeting to increase efficiency. Our team enhances landing pages, ad creatives, and user experience to boost performance. Automation and real-time analytics allow continuous improvement and higher ROI. It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their customer experience. We can do the same for you. ### Kolibri AI platform URL: https://konecta.com/solutions/kolibri-ai-platform Stop building from scratch. Start accelerating Agentic AI. Kolibri, an agentic AI hub While many companies are running ad-hoc, isolated AI experiments, Konecta provides an industrialized Agentic AI framework and catalog. We move past basic interaction routing to drive immediate, bottom-line business outcomes. By leveraging our pre-built library of sector-specific use cases (covering 80% of the foundational architecture out-of-the-box) you bypass protracted engineering cycles. Secure, compliant, and completely open, our platform hits your operational goals in weeks, not months, while eliminating vendor lock-in. 80% of the foundational build already done 30-90 days to your first measurable outcomes 20% customization to fit your exact business environment Feel the difference: the end-to-end Agentic journey Stop managing AI complexity. We act as your single end-to-end orchestration partner, driving your project from initial strategy to secure, daily operations. Advisory & process discovery We audit your current CX workflows using Agentic AI to map target business outcomes and pinpoint high-ROI opportunities. Together, we co-create a high-velocity deployment roadmap. Accelerated build & integration We deploy an industry-proven use case to cover 80% of the development instantly, then customize the remaining 20% for your specific needs. Our API-first, modular framework integrates seamlessly into your existing CRM and omnichannel tech stack. Zero rip-and-replace required. Hybrid operations & optimization Once live, our platform manages live hybrid operations, orchestrating frictionless handoffs between human and AI agents. We protect your operations with enterprise-grade monitoring, compliance guards, and continuous model tuning to guarantee committed KPIs. Our pre-built Agentic AI solutions Cross-industry accelerators We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows. Claim management Back-office automation E-mail triage Invoice clarity Digital collection Industry-specific accelerators We provide tailored, industry-specific agentic AI accelerators that transform your sector's unique workflows. From room assignment automation to intelligent claim management, we help you transition from manual, generic processes into specialized, high-performing autonomous operations. BFSI Telecoms Retail Energy Get your access to Kolibri Explore our library of AI agents, try them out, see how they work, and discover how our agility and accuracy align with your business objectives. Legal hub Before you dive in and explore everything Kolibri has to offer, please take a moment to review our legal framework. We like to keep things transparent, so we’ve outlined the ground rules regarding how we run this platform and how we protect your digital footprint. Privacy notice Kolibri privacy notice Kolibri terms and conditions Feel the value: benefits of choosing Konecta 1630 Faster speed to value Thanks to our industrialized catalog, 80% of the capabilities are pre-built. You move from idea to production in 30-90 days, scaling impact over quarters. Measurable business outcomes We align our success with your results. Whether it's higher CSAT, reduced cost-to-serve, or actual products sold, we design and operate based on the goals you want to hit. Enterprise readiness & security Security, observability, and compliance are built-in from day one. Your business, IT and Security teams have full visibility and auditability over what the AI is doing. Future-proofing (no lock-in) Our open framework means you don't need to rip and replace existing systems. As AI advances, your tech stack naturally evolves without vendor lock-in. Smart FinOps Optimize your AI ROI on GCP. Our custom APIs let you seamlessly switch LLMs to guarantee the best model at the best price, backed by a transparent cost-tracking dashboard. We orchestrate best-of-breed tech and leverage trusted partnerships with CX/Agentic AI leaders Our clients trust us More news about Kolibri Questions & answers I'm a new Konecta client. Do we have to switch our IT suppliers? No. We use an open framework that orchestrates your existing tech through event-driven integration and APIs. We act as the conductor for your current instruments. How does Kolibri by Konecta impact my IT and Security teams? Kolibri by Konecta reduces the operational and risk burden on IT and Security teams. We bring enterprise-ready governance, cybersecurity, and Day-2 management so they don't have to carry the risk. Can we start small with Kolibri by Konecta? Yes. Our catalog allows you to test a single vertical use case (like a specific sales bot) and scale rapidly from there. Ready to fast-track your agentic AI? Try the Kolibri platform to explore our library of AI agents, try them out, see how they work, and discover how our agility and accuracy align with your business objectives. ### Strategy & transformation URL: https://konecta.com/solutions/strategy-and-transformation Agile advice and strategies from service design to technology implementation to process optimization. Strategy & transformation With digital transforming the CX landscape, are you ready to use AI and GenAI to redefine experience and drive growth in your business? We’re here to show you how. At Konecta, we lead you through every stage of transforming your customer and employee experiences and business processes. That means taking you through every step of strategic AI / GenAI integration, from analysis of your CX and GenAI readiness through to strategy development, and ongoing support, always with the focus on driving growth, improving efficiency and keeping you ahead of the competition. 80% of organizations expect to compete mainly on the basis of their CX (Source: Forrester) 97% of consumers say customer service impacts their loyalty to a brand (Source: Gartner) 2.4 times higher likelihood of customers staying with a brand when problems are solved quickly (Source: Forbes) 88% of buyers say experience matters as much as a company's products or services (Source: Salesforce) Our strategy & transformation services Increased customer satisfaction Through our end-to-end strategies for unlocking personalized, memorable experiences at scale. Improved operational efficiency Through our support to improve your processes with automation and digital transformation. Reduced costs Through our expert solutions for streamlining your processes, and optimizing your resource allocation. Competitive advantage Through using the best of human talent and GenAI technologies to put you at the forefront of CX. 493 Success stories in strategy & transformation Advisory & Consulting Latest news & insights It’s time to push for better Across the world, Konecta’s teams are successfully reinventing brands and businesses’ relationships and improving their customer experience. We can do the same for you. Q&A How can consulting services help businesses adopt AI? By providing expertise in strategy, implementation, and optimization to ensure AI solutions align with business goals and deliver measurable impact. What are the benefits of working with a digital transformation consultant? Faster innovation adoption, reduced risks, and a tailored approach to integrating new technologies seamlessly into existing operations. How do data-driven insights shape business strategy? By identifying trends, optimizing decision-making, and enabling businesses to stay ahead of market changes and customer expectations. ## Industries ### Banking & Financial services URL: https://konecta.com/industries/banking-and-financial-services Multi-channel transformation, regulation, data protection, efficiency, new competition… We are the partner to bank on if you want to lead on the big trends in your sector. Banking & Financial services Mastering banking complexity with outcome-driven services We empower financial institutions to lead their digital race through solutions such as GenAI and agentic AI - purpose-built for real-world operations. From streamlining KYC to revolutionizing smart lending and digital collections, our solutions optimize decision accuracy and elevate customer journey. With our unique consult-to-operate approach, we bridge the gap between strategy and execution, delivering measurable ROI, total compliance, and sustainable value. Key figures and trends in banking and financial services +130 Banking and Financial services clients across 15 countries +20,000 internal industry experts 500 million interactions managed yearly Our AI-powered solutions for banking and financial services Smart lending Automates the end-to-end lending lifecycle, from seamless document validation to intelligent risk assessment and decisioning. It accelerates approvals, improves accuracy, and enables consistent, data-driven credit decisions. Process Discovery & Automation Employs AI-driven identification to map operational workflows, bottlenecks, and inefficiencies, transforming them into production-ready automated agents. This achieves faster deployment and continuous process optimization with reduced operational risk. KYC & Onboarding Revolutionizes customer onboarding with identity verification, risk scoring, and compliance checks. It minimizes manual intervention, and slashes activation times ensuring total adherence to regulatory standards. Digital collection Optimizes debt collection through segmentation, predictive analytics, and personalized engagement. It improves recovery rates, reduces costs, and ensures compliant, customer-centric collection strategies. Smart FAQs Delivers instant assistance across digital channels, automating routine inquiries and guiding users through complex workflows. It optimizes operational capacity while improving customer experience and response times. Cross-industry AI accelerators We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows. 2 Check out the latest news and insights Our certifications & recognitions "" Questions and answers Where can AI create the biggest impact in banking and financial services operations? AI helps automate core processes like onboarding, lending, claims, and collections. It improves decision-making, reduces manual work, and increases efficiency while ensuring compliance across operations. How can AI improve customer experience in banking and financial services? AI enables faster, more personalized interactions through smart assistants and real-time support. It helps customers access services, manage accounts, and resolve issues quickly across digital and assisted channels. Which processes should financial institutions automate first with AI? Institutions should start with high-volume processes like KYC, customer support, and simple risk assessments. Automating these reduces processing time, lowers costs, and frees teams to focus on complex cases. How can AI help financial institutions manage risk and compliance? AI supports real-time monitoring, fraud detection, and automated compliance checks. It reduces errors, improves consistency, and helps institutions meet regulatory requirements more efficiently. How can financial institutions scale AI across their operations over time? They should begin with targeted use cases that deliver quick results, then expand to more complex processes. Strong governance and human oversight ensure AI remains reliable, secure, and compliant. How can financial institutions start adopting AI solutions? They can start by identifying repetitive tasks with clear ROI. Strengthening data foundations and working with experienced partners helps accelerate adoption and ensure scalable, secure implementation. Jste připraveni posunout standardy v bankovnictví na vyšší úroveň? Dnešní zákazníci očekávají bezpečné, bezproblémové a personalizované finanční služby při každé interakci. Pomůžeme vaší bance urychlit transformaci, posílit důvěru zákazníků a držet krok s rostoucími očekáváními. ### Media & Technology URL: https://konecta.com/industries/media-technology Media & Technology ### Retail & E-commerce URL: https://konecta.com/industries/retail-and-e-commerce When ‘shop anywhere anytime’ has become standard, we use analytics, automation, AI, and personalization to enhance your brand's loyalty and sales. Retail & E-commerce Modernizing and transforming retail with outcome-based AI & agentic AI We help retailers and e-commerce companies to translate the promise of Agentic AI into measurable benefits - identifying high-value use cases and deploying scalable solutions along the supply chain. We’ll help you optimize operations, enhance customer engagement, drive revenue streams, industrializing AI safely with clear governance. Key figures and trends in the retail and e-commerce industry +100 Retail and E-commerce clients across 17 countries +90% customer satisfaction index 41 million interactions managed yearly by 9,000 experts up to 30% increase in conversion rates driven by hyper-personalization (McKinsey & Company) 72% of customers expect problems resolution within 5 minutes (Zendesk) 3 to 5% revenue uplift through AI-optimised pricing and promotions (McKinsey & Company) Our AI-powered solutions for the retail and e-commerce industries Digital order management AI agents across the entire order lifecycle using omnichannel conversational AI to place, modify or cancel orders autonomously, reducing demand peaks, lost orders and costs. Returns & refunds AI agents for automated and streamlined refunds and returns end-to-end, from request intake to policy checks and logistics coordination. Reduce operational costs, prevent fraud and improve customer satisfaction during critical service moments. Order tracking Real-time visibility across logistics systems and delivery partners with AI agent support for instant updates and common requests management to reduce contact volumes and improve service speed. Smart omnichannel support AI-driven agents that transform static documentation into interactive omnichannel support, handling interactions in natural language and bridging users to appropriate service workflows. GenAI stylist for hyper-personalized outfit AI-personal shoppers guiding customers through product discovery, recommendations and virtual try-ons to enhance personalization, reduce abandoned carts and support higher conversion. AI store support AI assistants to guide store staff throughout product information, inventory checks, promotions and operational guidance. Improve productivity and planning, accelerate decision-making and enhance the in-store customer experience. Growth, marketing & revenue generation Outcome-based solutions to boost your sales, improve efficiency and achieve better ROI. Cross-industry AI accelerators We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows. Success stories with Retail and E-commerce clients 7 Latest news and insights Our Awards and recognitions "" Questions and answers Where can AI create the biggest impact in retail operations? AI helps retailers forecast demand, manage inventory, and optimize logistics to avoid stock issues. It also supports staff with scheduling and product information, and automates customer requests like returns or exchanges. How can AI improve customer experience across online and in-store channels? AI connects online and in-store experiences by personalizing offers, enabling tools like virtual try-ons, and providing instant support through smart assistants. This helps customers find what they need faster and buy with confidence. Which processes should retailers automate first with AI? Retailers should start with high-volume processes like order management, returns, and common customer questions. Automating these tasks reduces manual work, speeds up service, and frees teams to focus on complex requests. How can AI help retailers manage peak demand and seasonal traffic? AI helps retailers handle high traffic by scaling systems automatically, managing customer queries through AI agents, and optimizing promotions based on real-time demand. This keeps operations running smoothly during peak periods. How can retailers scale AI across their operations over time? Retailers should start with small pilots that show clear results, then expand AI to more processes. As adoption grows, strong governance and human oversight ensure AI remains accurate, reliable, and aligned with business goals. How can retailers start adopting AI solutions? Retailers should begin by identifying quick wins such as automating repetitive queries or manual tasks. Starting small, improving data readiness, and working with experienced partners helps build a strong foundation for scaling AI. How does Konecta support in-store staff through AI? Konecta provides AI store support assistants that guide staff through real-time inventory checks, product details, and operational guidance. This accelerates decision-making on the shop floor, improves productivity, and ensures that the in-store customer experience is as data-driven and efficient as the digital one. How do AI agents simplify the retail returns and refunds process? Konecta’s AI agents automate the end-to-end logistics of returns and refunds, from initial request intake to policy checks. This agentic approach reduces operational costs, prevents fraud, and streamlines the logistics coordination, turning a traditionally high-friction touchpoint into a seamless, loyalty-building moment for the customer. Ready to raise the bar? Modern consumers demand seamless, tailored, immediate experiences — increasing pressure on retail and e-commerce brands to accelerate transformation. ### Telecoms URL: https://konecta.com/industries/telecoms At a time of intense competition and digital disruption, we make your CX touchpoints more meaningful, using personalization and innovation to drive growth. Telecoms Driving faster Telecoms growth and transformation with outcome-based services We enable Telecom operators to accelerate business with automation, intelligent customer support, and advanced service orchestration. We help you optimize operations, reduce costs, scale digital services, and delight your customers, unlocking new value beyond connectivity. Key figures and trends in the telecom industry +60 Telecoms clients across 14 countries 64% of Telecoms executives are focused on scaling enterprise-wide AI (McKinsey) 75% of customers increasingly want to interact with Telecoms providers across multiple digital and physical channels (McKinsey) up to 15% EBITDA uplift expected by 2027-2028 (McKinsey) 20 - 30% potential OPEX reduction from cloud-native network transformation (McKinsey) 80% of B2B customers expect Telecoms to deliver beyond connectivity (McKinsey) Our AI-powered solutions for telecom industry Billing management automation A frictionless financial experience and fewer billing-related contact volumes, with AI assistance that simplifies billing, giving you instant clarity on invoices, supporting payments, detecting and resolving anomalies Technical support and smart resolution Technical support agents that automate first-level assistance by diagnosing connectivity issues, guiding customers through real-time troubleshooting, and seamlessly escalating to human agents or field teams when needed. Digital appointment Conversational agents for instant appointment scheduling, backed by an AI-engine for predictive workload analysis that optimizes field logistics in real time and reduces missed appointments. Cross-industry AI accelerators We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows. Discover our client stories 14 Latest news and insights Our awards and recognitions "" Questions and answers How can AI improve Telecoms customer service? AI shifts support from reactive service to proactive care. We use AI & Agentic AI to deliver hyper-personalized experiences, autonomously solve and predict issues, and empower agents with smart co-pilots for seamless journeys. How can AI help Telecoms operators reduce operational costs? AI drives major OPEX savings by automating routine back-office tasks and powering 24/7 self-service bots. We also use it to equip agents with real-time guidance, slashing handling times and cost per interaction. How does AI support Telecoms network operations? AI enables predictive care. We use it to optimize field technician dispatch, anticipate outages before they hit customers, and automate complex service provisioning. What specific Telecoms processes can Konecta handle for us? We orchestrate your entire customer lifecycle. From AI-driven sales and seamless onboarding to smart invoicing, predictive churn prevention, and empathetic debt collection, we manage it all. Will Konecta's AI integrate easily with Telecoms legacy systems? Yes, we design our digital ecosystem to connect seamlessly with your legacy setups and big data platforms. You can rely on a rapid, disruption-free transition so you start seeing value immediately. Can AI actually help Telecom prevent customer churn? Yes, we use predictive AI to spot at-risk behavior and analyze real-time sentiment. This enables us to proactively launch tailored retention offers and fix issues before your customer even thinks about leaving. How can operators manage the shift toward multi-channel digital interactions? To meet the 75% of customers demanding multi-channel support, Konecta integrates AI-driven smart resolution across all digital and physical touchpoints. Our platform ensures a consistent experience whether a customer is diagnosing a connection issue via a bot or scheduling a field visit, driving a projected 15% EBITDA uplift. How does Konecta optimize telecom field operations and provisioning? We utilize predictive AI engines and conversational agents to automate appointment scheduling and field logistics. By analyzing workloads in real-time, we reduce missed appointments and streamline provisioning workflows. This helps operators meet the 80% B2B customer demand for services that go beyond basic connectivity. Ready to raise the bar? From smart field optimization to intelligent billing and provisioning, we help Telecoms operators to deliver faster, better services, all while reducing costs. ### Utilities URL: https://konecta.com/industries/utilities Utilities Optimizing utilities operations and transforming experiences with outcome-based models We enable utility companies to modernize while building customer loyalty through automation and intelligent services. We’ll help you streamline processes, reduce operational costs, delivering responsive, compliant experiences that evolve as you do. Key figures and trends in the utilities industry +65 Utility clients across 11 countries +15,000 internal industry experts 40% of control rooms will adopt AI-augmented operator support by 2027, enabling predictive and pre-emptive automated workflows (Gartner) 85% of utilities customers are willing to switch providers for better service over 75% of customers want real-time data on energy usage and proactive outage information $75B is the expected AI market size for utility sector by 2034 (Precedence Research) Our AI-powered solutions for the utilities industry Digital appointment Deploy AI-powered conversational agents to automate appointment scheduling while AI-driven orchestration optimizes technician dispatching and field service operations through real-time scheduling and predictive workload analysis. Billing management automation Simplify complex billing interactions using AI to explain invoices, detect anomalies and automate customer requests. Reduce cost to serve improving first contact resolution through seamless and immediate support. AI-powered sales enablement EquipImprove performance in complex energy markets by equipping sales teams with an AI-powered platform. Turnstatic training into real-time personalized coaching, with AI simulations, smart meeting preparation, and performance insights that accelerate onboarding and improve performance in complex energy markets. Cross-industry AI accelerators We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows. Success stories with utilities clients 11 Latest news and insights Our Awards and recognitions "" Questions and answers How can AI improve customer service for Utility companies? AI helps utility companies deliver faster, more personalized support. It guides new customers during onboarding, predicts dissatisfaction before customers churn, and powers smart agents that explain bills, solve issues, and provide 24/7 support. Can Konecta integrate with existing Utility systems? Yes. Konecta integrates with both legacy and modern cloud systems. We connect different platforms and data sources, helping Utility companies manage the entire customer lifecycle with consistent, reliable information and experiences. How does AI help reduce operational costs for Utility companies? AI lowers costs by automating routine requests, optimizing technician scheduling, and supporting agent training. This reduces manual work, improves productivity, and allows teams to focus on complex customer needs. How can Utility companies improve customer loyalty and retention? Utility companies can improve loyalty by using data to understand customer needs, personalize communication, and detect churn early. AI helps identify dissatisfied customers and trigger timely actions to keep them engaged. What processes can Konecta support in the Utilities sector? Konecta supports the full customer lifecycle: acquisition, onboarding, billing support, collections, field operations, complaints, retention, and energy transition services. AI helps automate processes and deliver faster, clearer support. Is AI deployment safe and compliant for Utility companies? Yes. Konecta deploys AI within secure infrastructures and follows strict governance frameworks to protect data and ensure regulatory compliance, which is essential in a highly regulated sector like utilities. Ready to raise the bar? Utility companies face high expectations for seamless digital services, operational efficiency and regulatory compliance – and that demands transformation. ## Client stories ### Optimizing omnichannel customer service for Danone URL: https://konecta.com/news-insights/clients-stories/optimizing-omnichannel-customer-service-for-danone Published: 2026-10-12 A propos du client Danone is a global leader in the food and beverage industry operating in both the B2C and B2B segments. Its diverse portfolio includes fresh products (Activia, Actimel, Alpro, Danette, Danonino, Velouté), mineral waters (Evian, Volvic, Badoit, Salvetat), and infant nutrition (Laboratoire Gallia, Blédina). This specificity requires both highly specialized and multidisciplinary expertise to support families and consumers on a daily basis. Key figures 97,5 % answer rate 76 Net Promoter Score (NPS) 17,000 emails, 16,000 calls, and 2,000 WhatsApp interactions managed per year The context Danone entrusts Konecta with handling all of its consumer inquiries and complaints. The primary challenge of this partnership lies in the wide variety and sensitivity of the topics handled on a daily basis. Agents must constantly alternate between standard questions regarding fast-moving consumer goods and highly technical topics related to infant nutrition. This environment requires constant versatility. The main goal for the brand is to provide a complete, accurate, and reassuring response from the very first contact in order to satisfy consumers. The solution To address these challenges, Konecta set up a core team of 13 dedicated agents, trained to master the diversity of the brands and adapt their messaging to consumers. Danone's consumer support is omnichannel, ensuring a seamless and continuous journey across voice, email, social media (TikTok, Instagram, Facebook), and WhatsApp. Additionally, Konecta deploys AI assistance tools specifically to automate call transcription and the escalation of customer verbatims, filtering voicebots, simulation modules for training, as well as an on-site dietitian. The results This long-term partnership, initiated in 2018, consistently delivers results that exceed the brand's expectations. In 2025, Konecta guaranteed an excellent quality of service with a 97.5% answer rate and a contractual score of 18/20. The NPS reached 76, exceeding the set target. Beyond the metrics, Konecta demonstrates flawless service continuity and a proven ability to absorb significant seasonal or exceptional peaks in volume. Laurence Sadourny Consumer Relations and e-Influencers Manager - Doctor of Nutrition, Danone The responsiveness of the Konecta teams is a major asset in protecting our brands. Their ability to manage omnichannel volumes while effectively supporting consumers and exceeding our satisfaction targets enables us to guarantee daily service excellence. In this video (in French), our agents explain how they support customers of Laboratoire Gallia, a French brand specializing in infant nutrition owned by the Danone Group. ### Boosting Ferrero's online reputation with five-star support URL: https://konecta.com/news-insights/clients-stories/boosting-ferreros-online-reputation-with-five-star-support Published: 2026-10-01 About the client in short Ferrero, an Italian family company since 1946, is one of the world's largest sweet-packaged food companies with over 35 iconic brands known globally, including Nutella, Ferrero Rocher, Kinder, TicTac, and Thorntons. Delivering a flawless, consumer-centric experience is at the core of Ferrero's mission to secure lifetime consumer value and maintain strong loyalty across its famous brands. Key figures 2.7 to 4.5 Massive boost in the Thornton's Trustpilot score 15 months Rapid implementation and turnaround time The context Ferrero wanted to improve how it handled customer service in the UK and Ireland, especially during busy seasons. The brand needed a strong partner with proven e-commerce expertise and effective crisis management capabilities to handle end-to-end quality across telephony, emails, webforms, and social media. A critical pain point was the brand's online reputation, specifically the Trustpilot score for Thorntons, which sat at a low 2.7. Ferrero required an agile solution that could not only resolve product quality complaints and complex corporate order inquiries but also proactively build trust and rapidly scale staffing during crucial holiday periods like Christmas and Easter. The solution Konecta deployed a highly specialized, consumer-centric omnichannel support team in London to manage Ferrero's e-commerce interactions. To drive immediate results, we established a robust knowledge base and implemented outcome-based operational processes using smart macros. We introduced blended training focused on real-life scenarios to ensure agents functioned as expert brand ambassadors. Furthermore, Konecta empowered these digital coworkers with high autonomy, trusting them to make rapid, data-backed decisions regarding product replacements and refunds. By seamlessly orchestrating advanced digital workflows with an expertly trained human workforce, Konecta effectively absorbed seasonal volume spikes while delivering world-class care. The results The partnership delivered transformative results, mostly by raising Thorntons' Trustpilot score from a 2.7 to an outstanding 4.5. Consumers frequently mention Konecta agents by name in their five-star reviews, demonstrating how negative interactions were successfully converted into exceptional brand experiences. Beyond reputation management, the team exceeded corporate sales targets during critical holiday peaks, directly driving high-margin revenue. The operation now seamlessly handles everything from complex dietary inquiries to physical voucher fulfillment. This outcome-based success has paved the way for deeper integration of AI-driven innovation and predictive support to further personalize the Ferrero consumer journey at scale. Kerry Mooney Consumer Care Manager, Ferrero I’m incredibly proud of our Trustpilot achievement. It hasn't just lifted our score; it’s strengthened trust and deepened loyalty for the Thorntons brand. This video features Kerry Mooney (Consumer Care Manager, Ferrero), Vanessa Chávez (Regional Food Safety & Quality Manager UK&IE, Ferrero), alongside Lewis Root (Subject Matter Expert for Ferrero, Konecta) and Chelsea Watkins (Consumer Care Advisor for Ferrero, Konecta), discussing the successful Ferrero and Konecta partnership that transformed consumer care and significantly boosted Trustpilot scores for the Thornton's brand. They also share their vision for future-proofing customer experience through a blend of AI-powered personalization and human-centric support. ### Turning a fragmented digital funnel into a growth engine for Adeslas URL: https://konecta.com/news-insights/clients-stories/turning-a-fragmented-digital-funnel-into-a-growth-engine-for-adeslas Published: 2026-09-28 About the client SegurCaixa Adeslas is Spain’s leader in health insurance and part of the Mutua Madrileña group. Operating in a highly competitive sector, Adeslas provides comprehensive protection across Health, Dental, and Funeral business lines. Serving a diverse clientele ranging from individual policyholders to major corporations, the company is renowned for its premium medical network and commitment to service excellence. To maintain its market-leading position, Adeslas prioritizes innovative digital acquisition strategies that build long-term portfolio value. The context Digital acquisition in the insurance industry historically relied on highly fragmented models. For SegurCaixa Adeslas, this meant media investment, lead generation, customer experience, data analytics, and sales conversion were siloed across different teams with conflicting KPIs. This structural disconnect generated significant friction across the customer journey. It severely limited conversion efficiency and obscured the critical link between marketing spend and actual business results. Adeslas needed to evolve beyond traditional, isolated lead generation to build a comprehensive, high-performing commercial channel capable of adapting to modern digital demands. The solution Konecta engineered an end-to-end acquisition model that integrated every stage of the digital funnel - from media and demand generation to UX, data analytics, automation, and specialized sales. Instead of treating touchpoints in isolation, this approach united digital marketing and commercial execution under a single objective: converting digital demand into active policyholders. By leveraging advanced analytics and automation, Konecta created a continuous feedback loop. Commercial results now instantly inform media buying and UX optimization, forging a self-learning ecosystem that maximizes conversion efficiency. The results The partnership successfully transformed a fragmented digital funnel into a mature, continuously improving growth engine. SegurCaixa Adeslas achieved complete visibility across the acquisition lifecycle, allowing them to connect digital media investments directly to definitive commercial outcomes. The integrated model drove sustained business growth and significantly boosted the acquisition of new Health and Dental policyholders. Furthermore, the operational shift enabled Adeslas to turn raw commercial insights into agile digital decisions, consolidating a highly scalable, results-driven channel perfectly aligned with their long-term transformation goals. Validating the maturity and excellence of this integrated model, Konecta was recognized as an Excellent Technological Mediator for four consecutive years (2022 - 2025) among more than fifty national competitors. Mario De Andrés Regional Commercial Director, SegurCaixa Adeslas Konecta is much more than a provider; they are a first-class digital partner who constantly challenges us, proposes new ideas, and anticipates market trends like AI. Their ability to proactively align with our goals gives us total confidence and enriches our entire commercial model. ### How DAZN humanized digital sales and boosted retention with Konecta URL: https://konecta.com/news-insights/clients-stories/how-dazn-humanized-digital-sales-and-boosted-retention-with-konecta Published: 2026-07-22 About the client in short DAZN is a premier global sports streaming platform with a robust technological foundation, leveraging cloud solutions and artificial intelligence. Known for its interactive and vibrant broadcasting style, DAZN holds a leading market position, offering diverse content ranging from motorsports and football to basketball and American sports. Having successfully broadcasted the 2026 FIFA World Cup in Spain, DAZN continues to deliver a comprehensive, highly engaging, and customer-centric experience for sports fans worldwide. The context Operating in a highly dynamic sector marked by rapid technological evolution, DAZN required operational agility to react to and anticipate market movements. While possessing a strong digital ecosystem and multi-server cloud architectures, DAZN identified a critical gap in the Spanish market: a purely digital sales process was alienating certain customer segments. To successfully scale their ambitious growth strategy - which includes newly integrated sports packages and exclusive broadcasting rights for the 2026 FIFA World Cup - they needed to eliminate these technological barriers. The core challenge was to humanize the customer journey without losing the efficiency of their digital-first model, ensuring that every user felt valued and successfully guided through the acquisition and retention phases, as well as the cancellation process. The solution Konecta stepped in as a proactive consultant and strategic partner to bridge the gap between DAZN’s advanced technology and the end-user. Aligning with DAZN’s global governance model and customer-centric ethos, Konecta introduced specialized telephone support via an expert team based in Valladolid, Spain. This was complemented by a dedicated customer loyalty service located in Morocco, where agents assist and support customers navigating the cancellation process. This approach transformed the digital sales journey into an assisted, human-led experience. Konecta’s agents functioned not just as support agents, but as expert guides assisting users in their purchasing decisions. The team integrated seamlessly with DAZN’s internal tools and AI-driven pre-consultation processes, continuously providing improvement proposals and sharing successful cross-sector trends to optimize contact and sales channels. The results The collaboration yielded a significant improvement in customer retention, ensuring subscribers stayed for the right reasons. By deploying human advisors to complement DAZN's digital channels, Konecta successfully eliminated the technological barriers that previously hindered customer acquisition in Spain. The relationship fundamentally evolved from a standard transactional model into a high-value partnership of trust. DAZN now leverages Konecta’s global knowledge pool to optimize its sales and contact channels continuously. By successfully blending expert human connection with DAZN’s technological lifeblood, the joint operation has established a scalable, inclusive, and highly agile customer experience ready to support massive events like the 2026 FIFA World Cup. Beltrán López Head of Distribution Channels, DAZN We consider Konecta a key strategic ally, both for its leadership in Customer Experience and its technological innovation. Our relationship has evolved from a transactional model to a true partnership of trust; they act as a proactive consultant, constantly providing us with improvement proposals. Susana Martínez, Head of Customer Care, DAZN The collaboration with Konecta stands out for its flexibility and ability to seamlessly integrate into our internal processes and technological tools. In a landscape where technology is the core of our business model, it is essential to have professionals capable of adding value for the customer and complementing the digital experience with expert support. The combination of specialized talent and advanced technology is fundamental to delivering a differential experience - an approach that Konecta fully shares with us. ### Elevating El Palacio de Hierro’s collection recovery with Agentic AI URL: https://konecta.com/news-insights/clients-stories/elevating-el-palacio-de-hierros-collection-recovery Published: 2026-07-15 About the client El Palacio de Hierro is the first and most modern department store in the historic center of Mexico City. With more than 135 years of existence, El Palacio de Hierro has established itself as the benchmark for luxury, quality and customer orientation. Its history connects five generations of Mexicans, offering the best brands in the world under one roof. Key figures 9.4 CSAT 95% Effective resolution 10% Increase of total amount recovered per fulfilled payment >30% Higher compliance rate on promises versus traditional models The context Struggling with rising late payments, Mexican department store El Palacio de Hierro sought a modern solution beyond their traditional internal approach. They needed to optimize their early-stage delinquency portfolio, specifically targeting accounts 1 to 30 days past due. The challenge was managing up to 1,500 daily interactions effectively without resorting to outdated collection methods that could compromise their 135-year legacy of luxury customer experience. They required a disruptive strategy to recover financial levels in record time. The goal was to drastically improve collection metrics while ensuring customer loyalty remained perfectly intact. The solution Konecta was selected as their partner to redefine their collection management by implementing our digital collections solution. By offering a tailored blend of cutting-edge technology and skilled agents, we modernized the approach by upgrading operations with agentic AI, launching a digital coworkers strategy. Initially, we split the debtor base equally between traditional agents and our bot to accurately measure effectiveness. We leveraged a heat map to optimize daily outreach and conducted daily analytical reviews to refine the strategy in real-time. Our customized AI-powered systems optimized past-due recovery, while our empathic agents handled complex payment negotiations to ensure multichannel support (phone and WhatsApp) aligned with their luxury brand standards. The results The integrated partnership achieved a powerful synergy, accelerating recovery times and improving operational efficiency. Compared to traditional management, the hybrid strategy yielded a >30% higher fulfillment rate on payment promises. Crucially, the outcome-based model drove a 10% improvement in the total amount recovered per fulfilled payment. By balancing tech and human expertise, Konecta ensured a 95% effective resolution rate, a 74% NPS, and a 9.4 CSAT score, completely redefining collection standards in the retail industry. Talks, a personal space with José Manuel Santos, Customer Care Director at El Palacio de Hierro We had an engaging conversation with José Manuel Santos, Customer Care Director at El Palacio de Hierro - the first luxury department store in Mexico, whose flagship store was recently ranked as the second-best luxury department store in the world. ### Boosting Legálitas’ sales with GenAI copilot URL: https://konecta.com/news-insights/clients-stories/boosting-legalitas-sales-with-genai-copilot Published: 2026-05-19 The client in short Legálitas is the leading company in Spain specializing in legal protection and legal services for individuals, freelancers, and SMEs. As a pioneer in the LegalTech sector, they democratize access to justice through a preventive legal assistance model. They operate via telephone and digital channels, leveraging a vast network of over 800 lawyers covering all areas of law. This robust infrastructure ensures top-tier legal defense and expert advice for their growing customer base. Key figures 18% drop in difficult or uncooperative calls 10% improvement in Sales per Hour (SPH) metrics 8% increase in calls with clear arguments The context Legálitas has been expanding rapidly, requiring an optimized approach for customer acquisition and critical first points of contact management. They needed to evolve their sales model because their agents were spending significant time on administrative tasks. This left them with less time and energy to do what they do best: listen to clients. Consequently, they required an end-to-end operational transformation to optimize efficiency and ensure long-term cost alignment. The solution Konecta introduced a digital coworker (GenAI copilot) designed to empower sales agents in real-time: - When a call comes in, agents are instantly equipped with a comprehensive customer profile, live conversation transcription, and dynamic, guided workflows tailored to the caller's specific demographic. - During the chat, the copilot proactively delivers smart objection-handling suggestions and real-time compliance alerts to ensure quality assurance. - After the call, the copilot auto-generates a complete interaction summary that syncs directly to Konecta’s CRM with a single click. This seamless integration transforms every call into a structured, contextual, and measurable opportunity, significantly boosting both agent productivity and the overall quality of sales interactions. The results This strategic orchestration delivered immediate and profound business value, fueling rapid growth through our commercial model. The integration of the GenAI Copilot became the primary engine for sales performance, achieving: - The 18% reduction in uncooperative calls showed a greater capacity of the agents for persuasion and emotional connection, transforming initially difficult interactions into opportunities for productive dialogue - With a 8% increase in calls with clear arguments, sales agents were able to answer and guide customers more effectively - Ultimately, this human-centric approach drove a 10% improvement in overall sales efficiency Ivan Herrero Chief Commercial Director at Legálitas Partnering with Konecta has transformed our operations into a high-performance sales engine. The GenAI copilot has empowered our advisors with real-time support, allowing them to focus on delivering expert legal advice and naturally driving a significant improvement in our conversion rates. This technology has unlocked a new tier of SPH productivity, turning every interaction into an unstoppable growth opportunity for Legálitas. Interview with Juan José Vásquez, CTO Legálitas ### Unifying tier 1 and tier 2 resolution for PFU URL: https://konecta.com/news-insights/clients-stories/unifying-tier-1-and-tier-2-resolution-for-pfu Published: 2026-04-07 About the client in short PFU (EMEA) Ltd., a RICOH company founded in 1981, is a global entity dedicated to information management solutions. The company provides advanced technology, intelligent software, and consultancy services across Europe, the Middle East, and Africa. Key figures +65% FCR rate achieved of cases escalated to the service partner for physical hardware intervention 36 multilingual support delivered across 36 countries and 22 languages The context For regions with lower call volumes, PFU needed a way to maximize operational profitability and resource efficiency while still providing top-tier support. They wanted to move beyond disjointed service levels and required a partner to unify tier 1 and tier 2 support. The ultimate goal was to unify Tier 1 and Tier 2 support, significantly improve FCR, and deliver a seamless experience across all markets. The solution Starting operations in 2024 in Portugal with a dedicated team of 15 FTEs, Konecta designed a blended BPO service tailored to PFU's exact needs. Instead of a traditional call centre setup, Konecta built a technical support hub equipped with a dedicated laboratory. This lab contains the full range of PFU products, allowing agents to physically replicate reported errors and perform hands-on testing to resolve technical problems on the first contact. To tackle the massive linguistic footprint, Konecta handles English, German, French, Italian, and Spanish using native agents. For the remaining languages, Konecta proposed an innovative workaround: integrating simultaneous voice translation in conference calls via Dualia. This ensures that even for rare languages where native agents are not available, customers receive immediate, accurate support. Customers can reach out across multiple channels, including telephone, web chat, video call, email, and Teamviewer. If an issue truly cannot be resolved remotely, agents refer the customer to a local Service Centre for face-to-face assistance. The results By resolving nearly all technical issues in-house, Konecta actively protects PFU's internal resources from being overwhelmed by basic hardware tickets. The metrics speak for themselves: - 85% of cases are resolved remotely - The operation maintains a +65% FCR rate - An exceptional service quality score of 8.93/10 - Call abandonment is kept at just 1.65% - The PFU escalation rate dropped to 3%, far below the target of less than 10%. Because of this efficiency, less than 15% of cases require escalation to a service partner for hardware intervention. Following the success of this contract, Konecta and PFU are now optimizing the service through AI and GenAI solutions, developing a centralized knowledge base, and implementing AI-driven Co-Pilot tools alongside dedicated video support for even faster visual diagnostics. Martin Fahie Service Business Manager By unifying Tier 1 and Tier 2 support with Konecta’s technical hub, we transformed our customer experience - achieving over 65% FCR and resolving more than 85% of cases remotely across 36 countries. ### Transforming Iberostar’s check-in experience with AI-powered room assignment URL: https://konecta.com/news-insights/clients-stories/transforming-iberostars-check-in-experience-with-ai-powered-room-assignment Published: 2026-03-26 The client in short Iberostar Hotels & Resorts is the hotel division and core business of Grupo Iberostar, a 100% family-owned Spanish multinational with 70 years of history in tourism and business roots dating back to 1877. Its portfolio includes more than 33,500 rooms across 100 four- and five-star hotels located in 14 countries, with a commitment to delivering exceptional quality while promoting a responsible tourism model focused on caring for people and the environment. Key figures 65% reduction in check-in wait times 75% reduction in staff operational workload for this duty The context Managing daily hotel reservations means juggling millions of potential room-to-guest combinations. Iberostar needed a reliable way to instantly and accurately assign short-term bookings up to 4 days out, while also tackling the harder-to-place reservations (such as those with limited gaps or no easy upgrades) up to 15 days in advance. Relying on human effort to map out these assignments was not only a drain on resources but also inefficient, as manual planning cannot easily account for every future variable or optimization goal. The primary objective was clear: drastically reduce the human effort required while simultaneously achieving a much more precise and strategic allocation of rooms. The solution To solve this, Konecta implemented an AI-powered decision engine backed by digital twin simulation. Instead of relying on manual spreadsheets, optimization agents now evaluate thousands of room allocation scenarios in real time to assign the best possible room configuration. To make this engine highly accurate and empathetic to guest needs, Konecta structured the foundational data using smart variables: - A distance matrix maps out room numbers, floors, and the physical distances between buildings using map coordinates. - A semantic comparison tool identified similar bookings to ensure that families and friends are placed in close proximity to each other. The AI evaluates scenarios in a two-step process: first, it prioritizes keeping related guests close together by minimizing physical distance; then, using that configuration, it optimizes the entire board to actively reduce guest wait times. The system is programmed to automatically sideline mathematically impossible requests, ensuring the rest of the hotel's operations run without disruption. The results By replacing manual guesswork with an automated, multi-objective model, the hotel entirely transformed its daily operations. The system now runs without staff intervention, allowing the team to dedicate their time to direct guest care rather than back-office logistics. The real-world impact was clearly demonstrated during the peak occupancy months of July and August: - Guest wait times were slashed by 65% - Families and group travelers enjoyed a better experience, with the average distance between linked bookings improving by 10%. The shift to automated allocation drove an improvement in overall guest experience, proving that complex data models can directly translate into warmer, more human hospitality. Rubén Canosa Director of the DATO Office at Iberostar Hotels & Resorts We are committed to innovation as a fundamental lever to continuously enhance the experience of our guests and the people who work with us. The new Optimal Room Assignment tool streamlines the reception teams’ management capacity, enabling them to make better decisions and dedicate more time to delivering personalized service that elevates guest satisfaction. ### Virtual car showroom solution boosts leads, conversions and sales for Hertz URL: https://konecta.com/news-insights/clients-stories/virtual-car-showroom-solution-boosts-leads-conversions-and-sales-for-hertz Published: 2026-01-15 About the client in short Hertz is one of the largest and most recognized vehicle rental companies globally, offering individuals and businesses access to vehicles and mobility solutions whenever and wherever they need them. One customer group that rely on this flexibility are the UK’s Public Carriage Office (PCO) drivers, who are licensed as minicab drivers (including Uber drivers) and chauffeurs in and around London. Hertz offers them a superb fleet of cars on a rental or rent2buy basis. Key figures 30% increase in conversions through proactive agent engagement 1200+ new leads generated within the first 12 months 3-day lead-to-sale time significantly accelerating the traditional buying cycle The context Hertz and Konecta have worked closely together in the UK for many years. Hertz looks to Konecta for a wide range of services and solutions, from customer service for its van rentals operation to sales and marketing support for its PCO fleet. When Hertz was looking to create a new one-stop showroom for the PCO fleet, it initially thought in terms of a physical showroom where licensed private hire drivers could view and learn about the fleet. But Konecta proposed a shift in perspective: don't make the drivers come to the cars; take the cars to the drivers. In collaboration with Zuant, we built a high-fidelity 3D virtual showroom. This approach swept aside all the disadvantages associated with a physical showroom: such as where to site it in London’s huge geographical area, the expense of doing this, and the practical difficulties of making sure that the whole fleet, including new models, was available for drivers to view at any time. Having seen examples of how virtual showrooms operate in practice, Hertz was quickly on board with Konecta’s proposal. The solution Konecta worked with a third-party supplier, Zuant, which provides automated data capture solutions for lead generation, to create and deliver the virtual showroom for Hertz UK. The 3D virtual showroom showcases the entire PCO fleet, which drivers can explore on a desktop or other device. Touchpoints around the showroom allow them to access info on anything from mileage rates and luggage capacity to audio and temperature controls. They can transition from "browsing" to "booking" a rent-to-buy appointment with one click. As soon as anyone enters the virtual showroom, Konecta’s agents can see their browsing activity in real time, with a complete view of what models and features they’re interested in. They can then engage proactively with them via live traditional human chat, helping to convert their interest into sales. Konecta then provides agents to follow up with all visitors with the objective to convert leads to sale. The results Hertz is delighted with the showroom, and the way it supports its PCO business. Drivers can browse it from the comfort of their own homes or on the move, and Hertz also uses it as a sales tool in existing physical showrooms. For example, if drivers go to an office to complete paperwork, the team there can show them the entire fleet. If a new model hasn’t arrived or another model is not available, no problem – it will be in the virtual showroom. Thanks to Konecta’s proposal and implementation, with Zuant, Hertz has seen a 30% increase in conversions, and a reduction in lead to sales times. As a result, Hertz is now looking to grow the solution outside the UK, so that other countries and teams enjoy the same excellent benefits. ### Optimizing Sanofi's B2B customer relationship URL: https://konecta.com/news-insights/clients-stories/optimizing-sanofis-b2b-customer-relationship Published: 2025-12-15 About the client in short Sanofi is a French biopharmaceutical company whose activities include providing medications for respiratory diseases, neurology, dermatology, oncology, autoimmune diseases, rare diseases, and more. Key figures 22,000 pharmacies and 2,500 hospitals supported +220,000 annual contacts 76% of orders placed via digital channels The context Since 2017, Konecta has been supporting Sanofi, one of the global leaders in health and pharmaceutical products, in improving its relationship with its professional clients. This partnership began with the implementation of customer support for pharmacies and has expanded over the years to include support for hospitals and order management for wholesalers. Faced with a complex ecosystem of 14 production sites and 4 tertiary sites in France, an agile and expert solution was necessary to provide a quality response to Sanofi's B2B clients, including dispute management and crucial seasonal campaigns such as vaccine distribution. The solution Konecta implemented a tailor-made solution that combines human expertise and technological innovation. From the start, the model relied on the use of Konecta’s internal tools before migrating to platforms such as Salesforce and Amazon Connect. To ensure that advisors could be as effective and available as possible, augmented agent tools were deployed, such as "smart text" to speed up email responses and "smart info" to find relevant information in a flash. Konecta also ensures the updating of Sanofi’s knowledge base. The results The quality of service has remained constant over the years, objectives were achieved quickly, and Konecta supported the adoption of the Sanofipro online portal. The average call handling time is 6 minutes. Paulo Freitas Customer Service Manager Sanofi France For me, Konecta means mastery of processes, relational quality, reactivity, a great capacity for adaptation, and a high-performing management team ### Boosting customer satisfaction and sales for UCI URL: https://konecta.com/news-insights/clients-stories/boosting-customer-satisfaction-and-sales-for-uci Published: 2025-12-01 About the client in short Unión de Créditos Inmobiliarios (UCI) is a specialist in sustainable financing that promotes the responsible purchase of housing and the rehabilitation of the Spanish housing stock. Its personalized loans and mortgages put people and their life projects at the center. In addition, its solutions promote the renovation and energy improvement of the Spanish housing stock under a criterion of sustainability, energy efficiency and respect for the environment. Key figures 190,000 customers supported 10% increase in conversion rate of valid leads 95% customer satisfaction The context UCI faced the challenge of managing complex after-sales, property administration, and loan-related inquiries. Their goal was to enhance customer satisfaction, optimize internal processes, and strengthen their market position. Effective communication was crucial for building customer trust and loyalty. The solution To address these needs, UCI partnered with Konecta to manage various functions: - A multi-channel contact center covering six call reception channels: after-sales, commercial support, central agency, property administration, and consumer Catalonia. Konecta’s team quickly integrated UCI's procedures, ensuring consistent and effective service at every touchpoint. - Konecta provided administrative support to optimize resources and accelerate administrative processes. - A team of specialized agents was deployed to the mortgage sales channel to pre-evaluate clients and help them toward the best solutions. The results The partnership with Konecta has led to significant improvements in several key areas: - Monthly surveys showed high satisfaction rates, with clients appreciating the team’s friendliness, clarity, and speed. - UCI saw a notable improvement in case resolution efficiency and faster response times. - Within the first four months, the collaboration in the mortgage sales channel led to an almost 10% improvement in the conversion rate of valid leads. Noelia Suárez Voltas Director of After-Sales and Property Management, UCI The Konecta team quickly integrated our procedures, allowing us to offer a consistent and effective service at every touchpoint. We’ve seen a significant improvement in case resolution efficiency, faster response times, and greater customer satisfaction during their first interactions. ### Customer service channels blended deliciously for Hotel Chocolat URL: https://konecta.com/news-insights/clients-stories/customer-service-channels-blended-deliciously-for-hotel-chocolat Published: 2025-10-03 About the client in short Hotel Chocolat is a luxury cacao grower with stores across the UK and US, as well as cafes, restaurants and a hotel on its working cacao farm in Saint Lucia. It also has an online store, and sells popular chocolate and home barista subscription services as well as the ALL NEW Velvetiser®, an at-home, barista-grade hot and cold drinking chocolate system. Key figures 10+ years of growing our services and deepening our relationship 81% first call resolution rate +26,000 calls in Q4 2024 +53,000 emails handled smoothly in Q4 2024 The context Since becoming one of the UK’s first ‘e-tailers’ in the 1990s, Hotel Chocolat has grown its business and reputation all over the world. Konecta takes every opportunity to support its growth, for example, by initially starting with outbound-only activity for its subscriptions service, and then expanding to inbound telephony. The deeper partnership turned our agents into brand experts, in a way that also boosted outbound success. In 2024, Hotel Chocolat was looking to enhance its customer services and efficiency still further, through: - a single-partner customer service operation covering multi-contact channels - visibility of analytics and insights to drive continuous improvement - flexibility to efficiently handle demand peaks around Christmas, Easter and other holiday and celebration times, while delivering good customer experiences. Konecta was on hand with the ideas and expertise to do all this. The solution We offered Hotel Chocolat a single operation covering all major channels, including a centralized email solution. Through bringing all these channels together, we can streamline and personalize Hotel Chocolat’s customer journeys to a high degree. The solution is set up on multiple queues to improve supervision flexibility, providing the agility to prioritize key customers, channels, queries or issues. Increased agent visibility of all historic communications further augments the personalization options. We also offered Hotel Chocolat a range of innovative technology solutions to enhance customer experience, such as the use of AI, chatbots, and also TechSee, a visual tool solution that allows our trained agents to see, guide and solve customers’ issues in real time. And while delivering all of this, our solution provides effective and accelerated ramp-ups, whenever needed, through access to multiple Konecta sites and trained staff. The results Our first full quarter of delivering single-operation, multi-channel services to Hotel Chocolat included the busy Christmas period when customer queries soar. Through cross-training on all channels, Konecta’s dedicated team quickly reached good levels of service, and handled +26,000 calls and +53,000 emails. We also completed a TechSee pilot trial. 95% of customers offered the service were happy to make use of it, on queries ranging from technical support for their Velvetiser, Hotel Chocolate hot chocolate machine, to questions about damaged orders. The trial saw a good increase in first contact resolution, and we will now roll it out more widely to support Hotel Chocolat and its customers. Other next-steps include the use of AI-driven chatbots integrated with the Hotel Chocolat knowledge base. This will allow our agents to answer customer queries more speedily and effectively than ever, while also offering enhanced value for Hotel Chocolat. It’s a tasty mix! ### Customer care reinvented at Nissan through digital transformation URL: https://konecta.com/news-insights/clients-stories/customer-care-reinvented-at-nissan-through-digital-transformation Published: 2025-09-30 About the Client in short Nissan is one of the world’s automotive giants, manufacturing and selling a wide range of well-known brands, ranging from city cars to electric SUVs. Empowered by its motto “Defy ordinary”, Nissan aims to redefine industry standards with cutting-edge innovations and solutions that shape the future of mobility while putting the customer experience at the center. For over a decade, Nissan Europe has outsourced customer services to Konecta, which provides multilingual care to customers in Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Norway, Spain, UK and Ukraine. The main scope of the activities involves handling information requests, connected services, and complaints. Key figures 11 languages covered in 12 European countries 100% delivery of targets, in latest full year results, for calls answered +20% CSAT improvement in complaints in 1 year The context When Nissan Europe’s previous contract with Konecta for multilingual customer services was approaching its end-date, the automotive giant took the opportunity to reassess its needs. Nissan aimed to transform the Contact Excellence Center (CEC) by bringing more value added to the customer and being more proactive with an omnichannel approach. To achieve this Nissan strategy is based on 3 pillars: - Digital transformation using Sales Force as main CEC operating system putting AI at the core of the evolution - Processes improvements with more delegation to the Nissan network for faster resolution for the customers - European Partnership with Konecta covering information requests, connected services, and complaint-handling, in 11 languages across 12 European countries, serving consumers, businesses and dealers. The solution To support the European scope of the contract, Konecta operates from three sites: Rouen (France) for the French-speaking market; Genevilliers (France) for the rest of Europe; and Barcelona (Spain) for the Spanish and UK markets. Nissan with their partnership with Salesforce implemented advanced solutions such as AI-powered agents to improve customer interactions through self-resolution of issues, faster response times, and personalized services. With this major shift Konecta adapted their own internal processes and trained their agents accordingly for better services to the customers. Konecta provides advisory & consulting services, driven by a dedicated Konecta transformation team, to reimagine and transform key aspects of Nissan’s customer services approach, such as First Call Resolution (FCR), operational excellence, and implementation of Customer Operations Performance Centre (COPC) standard. With versatility driving flexibility and higher performance, Konecta transforms one step further the CEC by providing specialized agents focused on both inbound and outbound campaigns to propose customers new connected products and improve their experience. The results The renewal of the partnership came with a strong transformation for both Nissan and Konecta with the mission to deliver a better and simpler services to Nissan customers: - 11 languages covered in 12 European countries. - 100% target achievement in the latest full-year results for calls answered - 5% above full-year targets for call response speed. - +20% CSAT improvement in complaints in 1 year. - 2nd year: Qualiweb award for Nissan France, for the second year in a row, for the best digital customer service 2025 in the automotive industry. Coralie Musy AMIEO (Africa, Middle-East, India, Europe, Oceania) VP Brand & Customer Experience This three-year contract renewal reflects the strong trust between Nissan and Konecta. Together, we share ambitious goals, to make Nissan Customer experience personalized, simple and engaging. ### Utilita gains energy boost from seamless customer support URL: https://konecta.com/news-insights/clients-stories/utilita-gains-energy-boost-from-seamless-customer-support Published: 2025-09-24 About the client in short Utilita is a UK-based energy supplier, specialising in Smart Pay As You Go Energy. Founded in 2003, it has built reputation for disruptive innovation – from being the first UK supplier to install smart meters at volume in customers’ homes to leveraging unrivalled smart data insights to empower millions of people to engage with net zero whilst making their energy spend go further. Key figures 6+ year of growing the partnership 85% high adherence rate +8 pts NPS improved compared to the initial target The context In a marketplace where energy prices are capped, customer service is a vital differentiator. Consumers want seamless, responsive interactions with a provider that goes the extra distance to help them manage their energy account and costs. To deliver this, Utilita supports its residential customers across multiple channels including voice, chat and email. In order to ensure a smooth and efficient experience at every touchpoint, it needs customer experience partners that can deliver excellent customer support in a 24-hour environment, on anything from billing queries and technical support to smart meter installations and energy efficiency advice. Konecta has been a key partner since 2019, and the relationship continues to deepen and grow – delivering real value for Utilita and its domestic customers. The solution Konecta’s support for Utilita has been organised into five multichannel workstreams, including voice, chat, and email: - Pre-payment services – handling enquiries from customers using pre-payment meters - Billing – managing all billing-related and account queries - Technical support – assisting with fault resolution, engineer appointments, and meter job bookings - Live chat – all-round digital support on a broad range of customer issues - Correspondence – an overnight team managing the emergency line for off-supply customers and responding to email queries outside regular hours. These workstreams operate in English, but Konecta’s team also supports multilingual customers through collaboration with a language line service, ensuring a seamless and inclusive customer experience. Delivering exceptional KPI performance and strong alignment with Utilita’s culture and goals, Konecta has provided these services continuously since 2019. Through repeated contract extensions since that time, the partnership has evolved to cover wider service offerings and customer-focused solutions. Most recently, in 2025, Konecta has expanded its services for Utilita to include Change of Tenancy (COT) workstreams, which were previously exclusively provided elsewhere. The results Before the addition of COT workstreams, Konecta’s skilled agents were already delivering high-quality operations support services to Utilita’s customers, across voice, chat and email. This was evident in Konecta’s strong performance on KPIs and in excellent Trustpilot reviews and NPS scores. Now, the integration of COT into Konecta and Utilita’s existing operational framework will provide a customer experience that’s more seamless and consistent than ever, while also driving performance across additional KPIs. As before, Utilita’s customers can communicate how and when they wish, through chat, email and voice, in a convenient 24-hour environment. And also as before, Utilita benefits from the expertise of skilled agents who share its goals and ambitions, and it has the flexibility to increase headcount to cater for the winter peak period. In a competitive marketplace, where providers and customers are cost-conscious but also expect seamless support, that’s an energy-rich and powerful combination… evidenced by Utilita’s ‘Energy Supplier of the Year’ accolade at the Energy Awards 2025. Martin Filler Director of Customer Service, Utilita Our collaboration with Konecta has evolved into a strategic partnership that continues to deliver real value. In an industry where cost competition is limited, customer service is the most powerful differentiator. And Konecta’s operational excellence and cultural alignment with Utilita have been part of the reason we are able to consistently meet – and exceed – our customers’ expectations. ### Partnering with Edison Energia for outstanding value and customer care URL: https://konecta.com/news-insights/clients-stories/partnering-with-edison-energia-for-outstanding-value-and-customer-care Published: 2025-09-12 About the client in short With over 140 years of history, Edison Energia stands as Europe’s oldest energy company and one of Italy’s leading energy operators. A member of the EDF Group since 2012, Edison not only provides households with electricity, gas, and Wi-Fi contracts, but also generates energy from a diverse mix of sources, including gas, hydroelectric, wind, solar, and biomass. It is also the country’s second-largest player in the hydrocarbons sector. Today, with over 7 GW of installed capacity across Italy, Edison supplies around 7.5% of the nation’s total electricity production. Key figures 75% increase in customers, from 2 million to 3 million in the last 4 years 9 CSAT The context Edison Energia set out to significantly expand its contract portfolio with a clear philosophy: “It’s better to have one satisfied customer with two contracts than two customers with one contract each.” To achieve this, the company recognized the need to strengthen its customer care - introducing operator-assisted chat services and leveraging inbound traffic to drive sales. Reaching this goal required the support of a world-class BPO partner with proven expertise in telesales. With their new value proposition, “Risolve”, Edison Energia’s role expands beyond energy supply, offering a full suite of home services from solar panels and heat pumps to e-mobility, insurance, Wi-Fi, and 24/7 assistance. With over 2,000 technicians and 1,000 stores nationwide, Edison positions itself as a single, reliable partner for all household needs. The platform, built around real consumer demands, is increasingly valued by customers. The solution Konecta developed a strategy strongly focused on the concept of value - placing the customer at the center and fulfilling every request efficiently on every channel. While dealing mainly with customer care, Konecta also upholds Edison’s marketing activity and brand reputation interests. By managing inbound traffic, it not only carries out relaunch activities but also manages recall and customer satisfaction on all online channels: comparator, sites, click-to-call, WhatsApp, and so on. Since June 2025, Konecta has also applied its "value model" to Edison’s Trustpilot profile. Already, it’s quickly increased Edison’s score here, by replicating a strategy based on proactivity, which it has already used successfully with other clients in Italy. A number of agents are also adopting Konecta’s “Magic Button” for quality and tracking. All the digital solutions developed by Konecta are agreed with Edison Energia, and are designed to increase the quality of operational support offered to the agent, reinforcing loyalty and consolidating the customer base. The results Edison Energia has significantly increased the number of contracts over the past four years, also with Konecta’s support, who has contributed to this by improving the efficiency of its customer care: - Telephone traffic handled by Konecta has iIncreased between 50% and 60% in the last 3 years - Call abandonment rates >=2% - The percentage of calls answered is stable, at between 97% and 99%, with 7.5 calls handled per hour Furthermore, in synergy with the client, Konecta has focused heavily on the quality of the service: a total of 18 resources with strong back-office skills are dedicated exclusively to giving "value" to the entire Edison customer experience. The benefits are evident: - CSAT reached 9 - Trustpilot's Edison Energia profile management score: went from 3.4 to 4.2 in the first months (to end of August 2025) and is expected to grow further. Monica Brignoli Head of Customer Care, Edison Energia Among the main merits of Konecta, I would mention its ability to project itself into our strategy, with sincere involvement and great energy. I want to give credit to all the people in the team for their remarkable daily commitment ### Supporting insurer Sura to modernize and thrive for over 25 years URL: https://konecta.com/news-insights/clients-stories/supporting-insurer-sura-to-modernize-and-thrive-for-over-25-years Published: 2025-08-28 About the client Sura is a multinational insurer, serving both consumer and business customers across Latam, serving more than 44 million clients. Key figures $ 3 million savings for Sura over the 9 years 97% user satisfaction, well above the 90% KPI target 108% compliance rate with KPI targets for calls answered within 20 seconds 118% compliance rate with KPI target on NPS The context Sura has been a Konecta customer since 1999; since then, technology, competition, and customer behaviors have changed radically and repeatedly. Through that time, Sura has wanted a partner to help it navigate change successfully in its Spanish-speaking markets (and, later, in Portuguese in Brazil), achieving the highest standards of quality and effectiveness. This includes, but certainly isn’t limited to: - Continuously modernizing its operating model to make it simpler, more scalable, and more efficient, through a multi-solution digital platform. This includes healthcare interoperability, a super app, and a payment hub - Designing, implementing and operating ethical and secure processes that prevent and mitigate risks - Analytics and data management for seamless and secure exchanges between solutions and experience stakeholders - Expansion and consolidation processes in new countries, using a common service model and ecosystem covering people, processes, and technology The solution Konecta fuels Sura’s success with a vast range of solutions and services, from customer experience and employee experience to operations redesign and transformation. Across this range, its deep insights into Sura’s strategic needs and goals allow it to respond to and anticipate the insurer’s requirements. Opportunities identified and captured by Konecta include: - A technology solution that integrates applications, processes, and logistics into a secure, customizable and scalable model - End-to-end management of the mid-segment health policyholder lifecycle - Redefinition of Sura’s healthcare delivery models, to make them simpler, fail-safe, and timely - Comprehensive management of two key segments - commercial advisers, and health service providers – with differentiated care models that offer a first-rate experience With these and other innovations, Konecta aims to help Sura win new business, raise service levels, operate more efficiently, and compete in a fast-moving marketplace. The results Konecta uses its understanding of Sura and its sector to deliver solutions are highly customized - not just to the needs of the business but to individual business units, distribution channels, and user roles. The results are testament to the power of this long-standing partnership and to Konecta’s ability to help Sura modernize and improve continuously, and include: - Customer satisfaction, NPS, and cost-per-transaction scores that far exceed the targets set by Sura - Implementation of innovative and successful service and operating models that have earned Konecta 4 national BPro awards and 5 Latam-wide ALOIC awards - Significant operating savings for Sura, through operational and human excellence and the redesign and transformation of operations - Consistent 100% ratings from Sura over the past five years This alliance is built on a foundation of constant re-evaluation, allowing us to pivot and take responsibility when our metrics or strategies fall short. Our teamwork and communication enable us to overcome the obstacles of this fast-moving industry and continuously refine the processes we lead. ### Redefining Opella's omnichannel customer engagement in in healthcare URL: https://konecta.com/news-insights/clients-stories/redefining-opellas-omnichannel-customer-engagement Published: 2025-06-06 About the client Opella is a leading healthcare company based in France, with its global headquarters in Paris and production and R&D sites in Lisieux and Compiègne (France). Its mission is to make everyday health as simple as it should be: offering not just medicines and products, but useful self-care services and solutions, with or without prescription, to simplify everyone's lives. At the heart of this mission are iconic brands such as Doliprane, Phytoxil, Lysopaïne, Dulcolax, a strong team of 1700 employees in France, and half a billion consumers worldwide benefiting from its solutions. Key figures 20,000+ pharmacies and hospitals supported 90% CSAT from pharmacists The context Faced with increasing digitalization and evolving expectations from pharmacies, Opella was seeking to reinvent its commercial model. It wanted to refocus its teams on value-added interactions with pharmacists to simplify their daily lives and make everyday health simpler for patients. To achieve this, Opella was looking for a new hybrid model that would free up time spent on basic tasks such as order-taking, so that its teams could focus on training, performance analysis, and supporting pharmacies in their development. Opella also wanted to accompany this organizational transformation with a modernization of internal tools. The solution Opella and Konecta partnered to transform Opella’s customer engagement through an innovative hybrid model: - An omnichannel and expert customer service center operates at Konecta’s Le Mans site, in France. We trained a dedicated team, spread across Level 1 and Level 2 customer support, to meet the specific needs of pharmacists, hospitals, and wholesalers on Opella's tools, particularly the "Mon Espace Pro" portal where pharmacies place and track their orders, invoices, etc. Through this solution, we were able to centralize and optimize all aspects of request management - administrative, logistical, and informational - and free up Opella's field sales teams. - Konecta sales teams respond to customer inquiries, initiate proactive contacts, and develop new business opportunities. - Our co-created, scalable model is adapted to the specificities of the pharmaceutical sector and Opella's needs. It’s the result of close collaboration between Opella’s and Konecta’s teams, a phased deployment that ensured continuous adaptation and optimization, and integrated best practices in customer engagement. The results The collaboration between Opella and Konecta has led to concrete and significant results. Customer satisfaction has risen to an exceptional level (90% among pharmacists), highlighting the proximity and effectiveness of remote support and the expertise of the field sales teams. Operational efficiency has been optimized thanks to the centralization of support and the reorganization of sales, allowing Opella sales representatives to refocus on high-value-added tasks. This 7-year partnership has established a new engagement model for the pharmaceutical industry, with an innovative hybrid approach for pharmacists and increased empowerment of sales forces. Stéphanie Caupenne Commercial Director, as part of the market opening campaign, Opella A big bravo for these unprecedented results. We are returning to our historically high customer satisfaction, which is at the heart of our mission. The anticipation of our needs, the strength of the Konecta teams, and everyone's commitment made the difference. Hélène Deshoulières Remote & Telesales manager, Opella Performance beyond our ambition. These results are the fruit of an effective strategy, demanding execution, as well as rigorous monitoring to best serve our customers and patients. ### Putting Kia customers first for exceptional service & loyalty URL: https://konecta.com/news-insights/clients-stories/putting-kia-iberia-customers-first-for-exceptional-service-loyalty Published: 2025-06-02 About the client Kia is South Korea’s oldest manufacturer of motor vehicles. From humble origins making bicycles and motorcycles, Kia has grown – as part of the dynamic, global Hyundai-Kia Automotive Group – to become the world’s fifth largest vehicle manufacturer. Today, Kia produces more than 1.4 million vehicles a year at 14 manufacturing and assembly operations in eight countries. These vehicles are sold and serviced through a network of more than 3,000 distributors and dealers covering 172 countries. Key figures +100,000 Kia customers supported 52% boosted digital interactions by 52% in one year +80% service levels above 80% The context Kia operates in a dynamic and competitive automotive market where customers increasingly expect more personalized and efficient service with quicker answers. Although Kia’s service operations are effective, they want to better meet evolving customer needs and improve with more agility their internal processes and communication channels. Recognizing that improvements could significantly boost customer satisfaction and loyalty, Kia proactively partners with Konecta to elevate their customer service for both the B2B and B2C segments, reinforcing a commitment to operational excellence and customer-centric approach. The solution Konecta’s support focuses on delivering an excellent customer experience by offering personalized, and high-quality service: - Digitalizing the service: we're supporting Kia in the transition to a new CRM system, which will be connected to our CTI (Computer Telephony Integration) platform. This will allow us to gradually automate a significant part of the current operations. - Listening and understanding the voice of the customer: through Konecta's Speech Analytics platform, we’re implementing an Insights system to analyze 100% of customer interactions. This will not only help improve agent performance, but also provide valuable intelligence about why customers call and how satisfied they are. - Advising Kia on innovation and market trends: Kia wants to remain at the forefront of the industry and works with Konecta as a strategic partner to help them go beyond traditional models and adopt a more innovative, data-driven approach. The results Konecta’s dedication to Kia’s “customer centric” strategy, combined with selecting top talent and leveraging innovative technology, enables us to deliver a customer care service that exceeds Kia’s expectations and sets a new benchmark in the automotive sector. By aligning our culture, establishing clear and measurable goals, and focusing on continuous improvement, we are positioned to help Kia achieve leadership in customer care services in Spain. Konecta and Kia Spain have been recognized for best automotive customer experience at the Platinum Customer Experience Awards in 2026. ### Scaling the Spanish customer experience for Netflix in the US & LATAM URL: https://konecta.com/news-insights/clients-stories/entertainment-giant-netflix-and-konecta-team-up-on-spanish-customer-service Published: 2025-03-04 About the Client in short Netflix is one of the world's leading entertainment services with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages, with unlimited viewing on any internet-connected screen. Creating original content since 2013, Netflix aspires to entertain the world, thrilling audiences everywhere. The context Netflix aimed to strengthen its vendor network and continue to drive performance while ensuring business continuity through diversified delivery locations. A key focus was serving its large Spanish-speaking customer base across Latin America and the United States without compromising service quality or operational resilience. Netflix sought a partner with the ability to deliver flexible, scalable solutions while aligning with its high standards for service quality and operational reliability. The solution Netflix and Konecta partnered for Spanish-language customer support across Latin America and the United States, allowing Netflix to balance performance and risk by leveraging Konecta’s presence in strategic locations, including its state-of-the-art facility in Lima, Peru. Konecta’s solution combined operational excellence with cultural synergy to deliver high-quality, scalable service, and a strong alignment with Netflix’s values. Konecta’s approach: - Comprehensive Capability Assessment: Netflix evaluated Konecta’s delivery locations, pricing models, and operational capabilities. - Operational Transparency and Cultural Alignment: Netflix’s regional team visited multiple Konecta sites, confirming the company’s alignment with Netflix’s culture, diversity, and employee engagement values. - Strategic Partnership for Continuous Improvement: Konecta committed to being a strategic partner focused on driving continuous performance improvement, with a strong emphasis on enhancing key metrics to ensure sustained service excellence. - Scalable Delivery Model: Konecta’s Lima, Peru facility provided flexibility to scale services and maintain high-quality support. The results Konecta swiftly implemented a strategic plan to launch Spanish-language customer support for Netflix, achieving rapid deployment through a carefully structured and scalable approach that delivered impressive early outcomes. Efficient recruitment and training model: - Implemented an efficient recruitment and training model with phased hiring and training cycles. - Leveraged experienced internal resources from Konecta, ensuring strong cultural alignment from the outset. - Continuous feedback loops optimized recruitment and training processes. Positive early KPI performance: - Initial performance metrics indicate high customer satisfaction (C-SAT) and strong progress toward First Call Resolution (FCR) targets. Future-ready service expansion: - Konecta is set to extend support channels to chat-based interactions, further enhancing service reach and responsiveness. Strong cultural integration and partnership: - Close collaboration with Netflix, including site visits, fostered cultural alignment and a shared commitment to excellence and customer focus. - Cultivated a high-performance culture within Konecta, emphasizing continuous improvement and shared goals across all vendor partnerships. Konecta’s agile execution and commitment to excellence have positioned it as a strategic partner in Netflix’s vendor network. The combination of measurable KPI progress, scalable growth, and cultural alignment has laid a solid foundation for long-term success in delivering high-quality, Spanish-language customer support across the Americas. Working with Konecta has been a true team effort, with everyone working tirelessly to ensure a smooth launch while they always keep service excellence top of mind. Konecta has prioritized cultural alignment, effective communication, and thorough onboarding to maintain our high standards. ### Talks, a personal space with Ferrnando Garcia, Customer Experience Sr Director at Mercado Libre URL: https://konecta.com/news-insights/clients-stories/talks-personal-space-fernando-garcia-customer-experience-sr-director-mercado-libre Published: 2025-02-28 About the client Mercado Libre is Latin America’s leading e-commerce technology company, headquartered in Buenos Aires, Argentina. Through its primary platforms, MercadoLibre.com and MercadoPago.com, it provides solutions to individuals and companies buying, selling, advertising, and paying for goods online. Mercado Libre serves millions of users and creates a market for a wide variety of goods and services in an easy, safe and efficient way. MercadoLibre maintains a leadership position in 18 Latin American countries. The Company listed on Nasdaq (NASDAQ: MELI) following its initial public offering in 2007. The context With Fernando García Migliaro, Sr. Director of Customer Experience at Mercado Libre, and Mariano Castaños, CEO Konecta Latam, we discuss the future of e-commerce and Fintech, the challenges of evolving digital customer experiences, and how technology, especially generative AI, is transforming consumer experience in today's competitive market. ### Ekwateur and Konecta: getting closer to go further URL: https://konecta.com/news-insights/clients-stories/ekwateur-and-konecta-getting-closer-to-go-further Published: 2025-01-16 About the client Ekwateur is a french renewable energy supplier, founded in 2016. Describing itself as an “energy troublemaker”, the scale-up supplies 100% renewable electricity, gas and wood-based fuel to individual and business customers – always aiming to make energy choices “accessible, simple and transparent”. The context As part of its green mission, Ekwateur, helps its customers reduce their energy impacts not just through providing cleaner energy but also by promoting more efficient consumption. For example, it provides customers with various tools for monitoring and controlling their consumption, such as connected thermostats, smart home hubs, a mobile app, and energy-saving advice and tips. Since its launch, it’s supplied more than 200,000 smart energy meters across France: 58% to consumers and 42% to professionals. In 2021, seeking to build loyalty and scale up its operations, Ekwateur partnered with Konecta on its customer relations. Initially, a team of around 20 Konecta advisors supported the green energy provider to enhance its B2C and B2B customer service and collections; this has now grown to around 60 team members as Ekwateur successfully builds its customer base. The solution A key element in elevating Konecta’s customer experience and loyalty has been Konecta’s expertise in employee experience. Konecta’s team of advisors are central to the partnership, together with Ekwateur’s customers, with a strategy built on autonomy and collaboration. In practice, then, what does this involve? Firstly, it’s about proximity, as Sarah Rayon, Customer Experience Director at Ekwateur, explains: “Our teams regularly visit the Konecta team on-site to present our new products, offers and news, as well as to engage and inform our advisors on the subject of climate change, for example, through the Fresque du Climat [a climate science learning workshop]. “As a result,” she continues, “We are supported by people who are experts in what they do as well as being committed to both their profession and the environment.” Secondly, and using the insights made possible by proximity, Konecta’s advisors have autonomy to make personalized offers to customers when it seems appropriate – which could involve anything from a wedding or birthday to temporary financial difficulties. Thirdly, there’s a strong focus on the voice of the team, with advisors encouraged to share their feedback and flag any pain points; these could cover a wide range of issues from billing and payment instalments to the deduction of ‘Chèques énergie’ (government help with energy costs for low-income households in France). The results All these elements – and particularly the importance placed on employee feedback – have contributed directly to a process of continuous improvement, helping reduce incoming calls and improve first call resolution. There are wider benefits too, especially in terms of innovating to improve. Each quarter, for example, Ekwateur's IT teams (product owners, squad leads and developers) consult advisors on what they need in terms of evolving the advisor tools and the digital platforms offered to customers. Changes resulting from this consultation have included the IT at Ekwateur upgrading the functionalities of its mobile app. Employee voice also contributes to the development of Ekwateur's customer portfolio and Proof Of Concept (POC) projects. In fact, Konecta has been a driving force behind new ideas for offers aimed at building customer loyalty and acquiring new customers, including referral offers, a student moving pack and a family pack. In pursuit of yet greater proximity and collaboration, Ekwateur and Konecta have unleashed further market disruption, with the launch of ‘collaborative customer service’. The initiative offers customers the opportunity to become advisors themselves by taking charge of customer prospects and contacts via chat and occasionally helping to process e-mails. Each contact is remunerated - another way of helping customers save on energy costs. Sarah Rayon Customer Experience Director at Ekwateur Over the past three years, our relationship with Konecta has gone from strength to strength. We've succeeded in building a relationship of trust and a real partnership with the Amiens team, who are very committed. ### Sem Parar and Konecta: using Whatsapp to transform telesales URL: https://konecta.com/news-insights/clients-stories/sem-parar-and-konecta-using-whatsapp-to-transform-telesales Published: 2025-01-08 The context Sem Parar is Brazil’s leading company in automatic and drive-through payment methods, focusing mainly on tolls, parking and fuel. The company – whose name means ‘Without stopping’ – has over 7 million customers in Brazil. Konecta has a longstanding relationship with Sem Parar, having provided its telesales and customer service center for around a decade. Recently, the two companies embarked on a major project to increase sales, reduce the number of positions, and make better use of customer data to sell more at lower cost. In doing so, Sem Parar and Konecta were united in their objective to improve customer experience (CX), employee experience (EX), and user experience (UX). The solution In close liaison with the client, Konecta’s project team worked with specialists from across its own business, including planning, operations, quality and training, to effect a solution. They combined effectively to problem-solve all elements of a solution, including issues such as the definition of operations norms and continuous improvements. Whereas previously Sem Parar’s outbound sales process was conducted only through calls to customer databases provided, Konecta set about designing a digital sales process via WhatsApp. The result was an integrated bot, filtering customers who were very interested in buying, and contacting them by WhatsApp. The entire process is automated, and there are over 30 customer approach sentences available, according to the customer database and profile, with a focus on improving operations productivity. The process is carried out 100% through Integrall, an omnichannel solution developed by Konecta Brasil, that enables a personalized customer relationship regardless of the channel used. It has voice solutions, digital channels, bots / automation, quality and workflow, as well as control and management dashboards in real time. The outcomes The Sem Parar operation was one of the first Konecta operations to implement WhatsApp in its service channels, and it went live at the end of September 2022 with 150 FTE operators. As a result of the more sophisticated intelligence available through the digital process, there are significant opportunities to follow up with unsold customers, manifestations and rejections, and targeted triggers. The triggers can be adjusted manually or automatically, with downtime and scheduling options. Data validation and the interest offer are 100% done through the bot, and operators are required only for acceptance and handling objections. Through the increase in triggers provided by Konecta’s solution, and the enhanced structure of the operation, Konecta has achieved notable improvements for Sem Parar in its consolidated returns. The use of Integrall enabled Sem Parar to benefit quickly from the construction of a strategic customer journey, with bots developed by Konecta optimizing the process flow, increasing sales, and creating a perception of excellence in the service provided. The results After the implementation of the bot service and WhatsApp outbound sales from September 2022, there was an impressive growth in conversions accompanied by a reduction in mailings: - Sales by service position (i.e. the effectiveness versus incoming volume) increased by 70% (based on a comparison of figures for Jan-Sept 2022, before implementation of the solution, with Oct-March 2023. - Conversion volume (i.e. the absolute sales volume) increased by 86%, comparing the same periods. - Base utilization volumes (i.e. the total return of customers on the base) improved by 43%. 176 In transforming Sem Parar’s communication with interested customers from a telesales to digital sales process, Konecta used modern communication suitable for the digital audience. By doing so, we provide end-customers with a perception of warmth and positive interaction, resulting in increased sales for Sem Parar ### Paris 2024: Transforming the digital experience with generative AI URL: https://konecta.com/news-insights/clients-stories/paris-2024-transforming-the-digital-experience-with-generative-ai Published: 2024-12-18 About the client in short The Paris 2024 Olympic and Paralympic Games Organizing Committee entrusted its Digital Directorate (DIG) with setting up a help center to provide users with a first port of call for information. Key figures about the project 30 advisors available 7/7 during the Games to handle requests +200M unique users 4.26 average satisfaction score after an interaction with an advisor 94% AI understanding and compliance rate during the Paralympic Games The context Beyond the immense sporting challenge, organizing an event on an international scale presents significant technological and logistical challenges. It was essential to deliver a seamless, accessible, and high-quality experience for millions of spectators, partners, citizens, and athletes. Konecta, in collaboration with the Paris 2024 Digital Management, designed a digital platform to support users in real time. The solution Konecta, working closely with its partners, developed an integrated, multichannel digital platform (calls, emails, chatbot, social media, FAQ) and multilingual (French and English) solution, designed to adapt to the evolving needs of Paris 2024. Konecta's platform proved its efficiency by handling thousands of real-time information requests (competition timings, site accessibility, events, and celebrations around the Olympic and Paralympic Games, etc.), meeting Paris 2024's stringent security, reliability, and performance standards. The Open Data knowledge base, enriched with feedback from advisors and contributions from Paris 2024 organizers, powered an AI system to deliver comprehensive, relevant, and up-to-date information. The result The integration of generative AI into the platform significantly increased the self-care rate (from 30% to 70%), achieving an AI understanding and compliance rate of 94% during the Paralympic Games. Konecta, an expert in digital Customer Experience, demonstrated its ability to transform the nature of interactions, solidifying its position as a key player in digital ecosystems for global events. In partnership with Greenbureau, Mayday, Zendesk, Genesys, and Deafi, Konecta created a seamless, intuitive, and accessible customer experience, including for deaf and hard-of-hearing users. Its 30 advisors, available 7 days a week during the Games, delivered high-quality personalized assistance, achieving an average satisfaction score of 4.26 following an interaction with an advisor. 522 Julien Tassy Deputy Digital Director, Paris 2024 From the project phase onward, Konecta demonstrated exceptional adaptability and a relentless pursuit of solutions, enabling the realization of our unique vision for user service. And beyond the processes and innovations, the success of these Games would not have been possible without the advisors themselves, who responded efficiently and with unwavering kindness to the many user inquiries. They delivered a memorable experience to millions of visitors during the Olympic and Paralympic Games. Thank you! ### K-TALKS, a personal space with our clients: LATAM Airlines URL: https://konecta.com/news-insights/clients-stories/k-talks-a-personal-space-with-our-clients-latam-airlines Published: 2024-11-12 It’s time for a new chapter of K-Talks! And in this latest edition, we enjoyed a great chat with MANUEL VAN OORDT, CEO of Latam Airlines in Peru. Manuel is CEO of Latam Airlines, one of the best positioned airlines in the Americas. Through his leadership and passion for service, he has made Peru one of the top tourism destinations in the world. We spoke with Manuel about everyone’s commitment to developing the country, and he shared with us his vision for the future of the airline industry and how Artificial Intelligence will impact this industry and travelers' experiences. He is convinced that working together is the best way to overcome challenges and make dreams come true. In this new video, he also shares his leadership principles, which are key for achieving success: - Be present - Understand and know your customers - Work hand in hand with your teams. ## News & insights ### Now who owns your brand’s front door? Unpacking the realities of personal consumer AI agents URL: https://konecta.com/news-insights/blogs/now-who-owns-your-brands-front-door-unpacking-the-realities-of-personal-consumer-ai-agents Published: 2026-10-15 With consumers increasingly using AI agents to act on their behalf, brands risk losing their direct customer relationships. Cutting through the hype, what exactly is happening and what should businesses do about it? Ask an AI chatbot to find the coffee pods you like and it will show you where to buy them. Ask a personal AI agent to do the same and it will find them, buy them and arrange delivery for you. Unlike chatbots that answer questions, personal AI agents carry out actions on their user’s behalf, from making purchases and booking travel to managing subscriptions and chasing refunds. While AI agents are still in their infancy, adoption is accelerating quickly. Research by Bain & Co estimates that by 2030, fully agentic commerce could reach $300 billion to $500 billion in revenues in the US, representing up to one-quarter of total e-commerce. A Mastercard report predicts that more than 1 in 10 people will routinely use AI agents to shop and pay by 2030. Regulatory realities First, a note of caution. The laws needed to regulate personal consumer AI agents lag behind the technology, especially in sensitive sectors such as finance and healthcare. Right now, consumers in many jurisdictions are entitled by law to demand a human representative at any stage. Regulation is particularly tight in Europe; in Spain, for instance, the government has expanded its consumer protection laws. In addition, in many jurisdictions and circumstances, only a human can use their own personal data, so for example an AI agent dealing with your bank on your behalf is – for now – simply not realistic. Permitting a digital agent to act legally for a person would require a clear form of delegated authority: a mandate comparable to a power of attorney, or another viable legal route. Faceless brands? Meanwhile, let’s go back to that coffee pod purchase. How a consumer instructs their AI agent can result in two very different outcomes for brands. If they name a brand (“Reorder my Nespresso pods”), that brand still gets the sale. On the other hand, if they ask for the cheapest option (“Get me espresso pods under 2 euros”), the agent could buy an alternative without the consumer ever seeing the supermarket or coffee company. That’s one of the biggest challenges now facing companies. Personal agents aren’t persuaded by the appeal of a great brand story, landing page or video. What they care about is price, availability, fulfilment, latency and ranking signals. For commodity items, that may be great. But what happens to a business if the consumer never interacts with its storefront? Big brands have spent millions on distinctive and engaging customer experiences. Agents that buy without seeing these could usher in the success of faceless brands. Three current scenarios So far, broadly speaking, brands’ responses to the arrival of personal agents fall into three categories. The digital giants. Large companies have the scale to block external agents from their retail sites and launch their own proprietary shopping assistants, keeping customers in direct contact with their brand. As always, things are evolving. It will be interesting to watch the progress of Amazon’s lawsuit in the US to block a third-party shopping agent, now that the ruling has been appealed. Large retailers. Retailers such as Walmart have taken a hybrid approach by integrating their own shopping agents into mainstream consumer-facing agentic AI platforms such as OpenAI (Dots), Anthropic (Claude), Meta (Muse) and Google (Gemini Spark) as well as new contenders like Instinct, to make sure that consumers find them and are guided to their sites. Everyone else. Other companies rely on consumers finding them via the mainstream agentic AI platforms. In these cases, brands must make their differentiators legible to the agent. Key attributes such as sustainability, packaging, product quality, provenance and supply-chain credentials need to be structured so that agents can understand, compare and act on them. Key priorities for every brand The brands we work with at Konecta may fall into any one of these three categories. However, in our experience, every company has the same critical priorities: to stay on top of standards and compliance, to seamlessly manage higher volumes of inflow/outflow, to treat this as a customer experience evolution not just a cost-cutting exercise, and to retain the human touch when it’s important. Stay on top of standards and compliance Most of the technology building blocks needed to handle consumer personal AI agents already exist. What’s less clear are the interoperability and governance issues. Industry standards and frameworks are emerging. The Personal Agent Protocol, for example, enables businesses to recognize a customer’s agent and shape the relationship, while giving consumers a faster and safer path to outcomes. The Universal Commerce Protocol replaces multiple, custom one-off connections with a single standardized layer, making life easier for consumers while helping businesses to sell anywhere. At the same time, it is the responsibility of any good CX operation to make sure that usage of AI agents is legal in all relevant jurisdictions, including limits on certain financial loans or purchases. At Konecta, for example, our strategy has been to prepare backend systems for agent-to-agent e-commerce with the relevant authentications, experiment with orchestrating non-sensitive agent-to-agent communications, and continuously monitor AI regulations to ensure ongoing compliance for clients at all times. Plan for more traffic One thing to watch out for is increased traffic, with a growing share of inbound contacts coming from customers' agents, not customers. Agents are patient, persistent and precise, so expect more contacts about refunds, cancellations and billing disputes. When consumers no longer have the tedious job of initiating and tracking returns, they will order and return more freely. And agents will actively hunt for duplicate charges, missed credits and unwanted subscriptions. A future-proofed infrastructure should already be able to handle increased inbound/outbound traffic securely - with clear escalation paths to humans for exceptions. Evolve your brand All brands now need to be engaging and memorable, not just to people but also to machines. Yet they should treat this as a customer experience shift, not just a cost-cutting opportunity. Commodity goods such as soap and milk will increasingly be bought automatically. Luxury is different: not everyone wants an AI agent to choose their Cartier watch or a pair of high-end shoes, and those purchases are likely to remain high-value brand experiences. What’s more, the complexity of CX infrastructures and the importance of good governance make it very unlikely that hybrid human and AI-powered customer services will be disintermediated in the foreseeable future. Keep the human touch Personal consumer AI agents are still new, so expect more hype and a few hiccups along the way. Robust oversight is critical. Agent-to-agent disputes, for example, will require new monitoring and controls that should be refined continuously as problems surface. The good news is that in modern AI-powered operations, the infrastructure for consumer AI is already here. Enduringly, however, the human touch is still important – especially at sensitive or stressful times. Only recently, a SurveyMonkey survey found that 89% of US consumers believe companies should always offer the option to speak with a person. Successful companies will be those that stay agile and compliant while making human moments matter to their customers and their brand. ### Konecta recognized as Major Contender in Everest Group’s Digital Workplace Services PEAK Matrix® Assessment 2026 - Europe URL: https://konecta.com/news-insights/press-releases/konecta-recognized-as-major-contender-in-everest-groups-digital-workplace-services-peak-matrix-assessment-2026-europe Published: 2026-10-06 Madrid, October 6, 2026 - Konecta, a global leader in customer experience (CX) and digital services, announced today its recognition by Everest Group as a Major Contender in the Digital Workplace Services (DWS) PEAK Matrix® Assessment 2026 - Europe. This first-time inclusion in the PEAK Matrix® validates Konecta’s market impact and strategic execution in bringing consumer-grade care standards and EX-CX convergence to the enterprise workplace. Everest Group’s evaluation highlights Konecta’s unique position in bridging employee and customer experience (EX and CX), building on 25 years of customer service heritage, a localized European delivery footprint, and data-driven workplace operations. The recognition also underscores Konecta’s rapid momentum in digital workplace services as a high-value, agile challenger to traditional IT outsourcing providers. Konecta earned its Major Contender positioning through key strategic strengths: - Pioneering EX-CX convergence: translating decades of CX leadership into internal employee care, eliminating digital friction and aligning workplace support with customer outcomes. - Proven scale with global enterprise clients: managing 24/7, mission-critical digital workplace support across complex environments, from supporting 4,000 corporate HQ employees and 1,000+ stores for a leading global retailer, with zero downtime for PoS systems and payment reconciliation, to delivering omnichannel workplace care across distributed insurance networks. - Data- and analytics-driven operations: deploying data analytics and AI-powered intelligence to shift workplace support from reactive incident management to proactive service delivery. - Deep vertical and application expertise: providing specialized domain knowledge and support for line-of-business applications in key sectors, notably retail and telecommunications. - Strategic technology and partner ecosystem: accelerating innovation by combining Konecta’s operational expertise with an ecosystem of industry leaders, including Lenovo for device lifecycle management and infrastructure, and Nexthink for real-time Digital Employee Experience (DEX). “Entering this PEAK Matrix® for the first time reinforces our strategy and the growing demand for a more connected workplace experience strategy”, said Mélanie de Vigan, Global Head of Employee Experience Services at Konecta. “For too long, workplace IT has been treated as a reactive support function. We’re changing this by putting people and services at the heart of the workplace, bringing the same approach that shaped our CX heritage and using AI and data to make the experience smarter and more proactive. The result is less digital friction, more productive employees and workplace services that deliver measurable value to the business.” “Konecta’s focus on EX-CX convergence, combined with its customer experience heritage, localized and culturally aligned workplace delivery, backed by sovereign capabilities, has supported its positioning as a Major Contender in Everest Group’s Digital Workplace Services PEAK Matrix® Assessment 2026 - Europe. Its investments in enabling data and analytics driven workplace service operations further strengthen its positioning. Clients across the retail and telecommunications sectors also value Konecta’s digital workplace expertise in these sectors”, said Prabhneet Kaur, Practice Director at Everest Group. To download the report click here. Disclaimer Licensed extracts taken from Everest Group’s PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports. ### Humanity for the AI era: the growing benefits of corporate volunteering URL: https://konecta.com/news-insights/blogs/humanity-for-the-ai-era-the-growing-benefits-of-corporate-volunteering Published: 2026-10-05 Volunteering has long been a vibrant part of the corporate responsibility calendar. Now, with digitalization and the rise of AI, volunteering programs are evolving from occasional office outings to something far more flexible and value-driven. It’s a shift that every responsible organization can harness. The benefits of volunteering are proven. For employees, it’s the chance to step outside the everyday, meet people from different walks of life, and feel like they've made a difference. Volunteering builds human connection and purpose - and is consistently linked to stronger employee engagement and retention. Comprehensive analysis by the Institute of Psychiatry, Psychology & Neuroscience at King’s College London concluded that 86% of studies into the benefits of corporate volunteering found a significant association with higher job satisfaction and 57% with improved job performance. These numbers look set to increase. A recent report found that nearly all millennials (89%) and Gen Zs (86%) say that having a sense of purpose at work is important to their job satisfaction. Skills-based volunteering: matching talent to need At its core, volunteering is about creating positive impacts for individuals, society and the planet. Visiting community groups or planting trees can be hugely rewarding, underlining the value of contributing beyond organizational boundaries. But something even more powerful happens when volunteering is aligned with the specific capabilities of the organization and its employees’ professional skills. That might mean running a fundraising or recruitment campaign for an NGO, organizing employability masterclasses for underrepresented groups, or staffing a helpline for vulnerable people. Now that AI has burst onto the scene, here at Konecta, we have seen the growing need for AI literacy among non-profit organizations. In fact, research by Benevity has revealed that 71% of non-profits identify the ability to leverage AI for operational efficiency as an urgent priority, from communications and fundraising to impact measurement. Yet only 3% of non-profits are using AI extensively today, with many still experimenting or unsure. This creates a major opportunity for skills-based volunteering. One example is the AI literacy workshops we deliver, which are designed to foster the safe and ethical use of AI - both within NGOs and among people from vulnerable groups who are seeking to enter the workplace. Hybrid working and virtual volunteering Meanwhile, just as hybrid and remote working have changed the workplace, so too have they enabled more volunteering to happen remotely, such as a marketer building a charity’s campaign or a trainer delivering a digital skills webinar. A 2026 market survey found that 55% of all corporate volunteer activities now explicitly feature hybrid or virtual participation options to maximize workforce accessibility. This evolution achieves three things at once. It opens participation up to distributed workforces, including people who might never have joined an in-person event. And it helps companies match talent to need far beyond their local geography - a specialist in one country can support an organization on the other side of the world. It also brings more flexibility because employees may find it easier to fit tasks into their schedule. Video tools can make remote connection surprisingly intimate - seeing someone's face changes the interaction - and they undeniably increase opportunity. But in-person volunteering still has its place. The ideal, for most organizations, is a mix of both: digital reach combined with the depth of in-person connection. Being human in an AI world Every business and process is increasingly AI-powered. AI tools are fantastic for accelerating processes, mining information and providing evidence-based responses. But for companies - especially those in the service sector - the human factor is vital to great customer experience. In situations that call for empathy, sensitivity and active listening, being human is what's needed: by customers, by staff, by business, and by society as a whole. This is where employee volunteering shines more than ever. We see it as a genuine opportunity to practice interpersonal skills - communication, compassion, listening and patience - in a meaningful, but non-business, setting. Think of it as a soft-skills gym. The benefits compound: better employee experience, a practical training ground for skills that matter, and a way to maximize the social value a company creates. Doubling the win ESG reporting is no longer optional. In Europe, for instance, the Corporate Sustainability Reporting Directive requires larger companies to disclose their social and environmental impacts using standardized metrics. ESG metrics demonstrate progress to an organization’s stakeholders, and can turn volunteering into a measurable part of business strategy and reputation management. Crucially, ESG reporting pushes businesses to improve through new programs, better delivery and stronger impact year over year. Here's where it gets interesting for companies choosing their partners: by selecting partners that run strong volunteering programs, companies can improve their own ESG performance. Instead of only relying on their own programs, they can demonstrate value through their supply chain. This kind of alignment is hugely beneficial, fostering long-term synergies between companies, their commercial partners and non-profit organizations. Your volunteering checklist So what should companies or non-profits look for when choosing a partner who can bolster their own performance and strategy when it comes to volunteering? - Do they listen and follow through? The best partnerships are about understanding exactly what an organization really needs and then matching to that. Redesigning a charity’s website or reviewing their donor experience is the kind of value-add that leads to deeper, more practical relationships. - Do they make it easy for employees? Giving people a set number of volunteering days a year (not restricted to weekends) and asking them what they’d like to do works far better than a top-down program. It's a powerful way of building culture, and something we've seen succeed within Konecta and with our customers who ask what matters to our agents (the people who deliver their service). - Is there real commitment from the executive team? Tangible leadership participation signals commitment and builds corporate culture in a way that trickles down. Leaders’ readiness to match raised funds is another strong signal of genuine buy-in. - Do they think and act globally? Ideas that are replicable (with the necessary cultural adaptations) across different regions can foster both innovation and economies of scale. We have seen the benefits of this approach with the globalization of the Konecta Foundation. What started in 2005 as a Spanish non-profit with a mission to help build social value and inclusion is now delivering programs across 28 countries. It all comes back to being human Across the board, we’ve seen a growing recognition of the importance of partnerships built on alignment of goals and values, particularly with the focus on social innovation and AI for impact. These alliances build communities of commitment and expertise that outlast any single project. But ultimately, it's all about being human. Every person has a natural instinct to help. The companies that can best harness this are the ones that align opportunities with real needs, listen to their partners, make participation easy and inspiring for staff, and commit at every level of the organization. Volunteering can be the ultimate expression of business for good. ### Konecta recognized as a Leader in both Americas and EMEA in the Everest Group CXM Services PEAK Matrix® Assessment 2026 URL: https://konecta.com/news-insights/news/konecta-recognized-as-a-leader-in-both-americas-and-emea-in-the-everest-group-cxm-services-peak-matrix-assessment-2026 Published: 2026-09-21 Madrid, September 21, 2026 - 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 2026 for both the Americas and EMEA regions. This dual recognition marks the seventh consecutive year Konecta has achieved leader status in EMEA, alongside its leadership position in the Americas, highlighting its expanding global footprint and sustained commitment to AI-driven operational excellence. The Everest Group CXM Services PEAK Matrix® is a globally recognized benchmark that evaluates service providers based on their market impact, vision, and delivery capabilities. In the 2026 assessment, Konecta was recognized for its scale, domain expertise, and strategic integration of generative and agentic AI. Konecta’s positioning as a Leader is driven by its robust regional presence and continuous technological investments: - Global scale & footprint: Konecta serves clients extensively across the Americas (including Colombia, Argentina, Brazil, Peru, Mexico, and Chile) and EMEA (covering the UK&I, France, Spain, Italy, the Middle East and Africa, and Eastern Europe). - Delivery standardization & AI readiness: the company is driving delivery consistency and AI talent readiness through Konecta Operational Resource Excellence (KORE) and the Konecta AI Academy. It has established an AI compliance framework aligned with the EU AI Act and underpinned by an ISO 42001-certified AI management framework to ensure governed, secure AI scaling across operations. - Infrastructure expansion: Konecta is actively building AI-ready delivery infrastructure through dedicated digital hubs in India, Egypt, and Colombia. Simultaneously, the company is expanding its nearshore and multilingual delivery capabilities in strategic markets such as Kosovo and Saudi Arabia. - Konecta Digital & Kolibri Agentic AI Platform: Through Konecta Digital and its newly launched Kolibri agentic AI orchestration platform, Konecta delivers pre-built, industry-specific AI use cases that enable enterprise clients to safely scale agentic AI from pilot to full production. Everest Group analysts highlighted Konecta’s robust regional capabilities and technological maturity as key drivers for its dual placement. “Konecta has emerged as a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 - Americas, supported by its established scale across Latin America, diversified industry presence, broad CXM portfolio, and continued investments in strengthening its delivery and technology capabilities”, said Abhijnan Dasgupta, Practice Director, Everest Group. “Its efforts to standardize operations through KORE, expand multilingual delivery capabilities, and build AI-ready talent through the Konecta AI Academy complement its growing digital and gen AI proposition. Konecta Digital, supported by a broad technology partner ecosystem and reusable industry and cross-industry solutions, further enables it to support enterprises across both ongoing CX operations and transformation initiatives.” Regarding the EMEA region, Dasgupta noted: “Konecta’s established CX presence in EMEA, continued expansion of its nearshore delivery network, multilingual delivery capabilities and strengthening of its digital and AI capabilities underpin its position as a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 - EMEA. Its expansion in locations such as Kosovo and Egypt adds multilingual capacity and greater delivery flexibility, while its AI compliance framework aligned with the EU AI Act strengthens governance as gen AI and agentic AI are scaled across operations. Konecta Digital’s consult-to-operate model and growing portfolio of industry and cross-industry accelerators further support a more standardized and scalable approach to AI-enabled CX transformation.” To download the reports click here. ### Konecta recognized as Company of the year 2026 in Europe and Latam in the CX management services industry URL: https://konecta.com/news-insights/press-releases/konecta-recognized-as-company-of-the-year-2026-in-europe-and-latam-in-the-cx-management-services-industry Published: 2026-09-10 Madrid, September 10, 2026 - Konecta, a global leader in customer experience (CX) and digital services, announced today its recognition by Frost & Sullivan as 2026 Company of the year in customer experience management services for both the European and Latin American markets. These awards highlight Konecta’s AI-driven innovation, disciplined execution and pioneering approach to integrating generative and agentic AI into global CX operations. This recognition celebrates Konecta’s successful transition from a traditional contact center outsourcer to a strategic digital transformation partner. Frost & Sullivan specifically recognized Konecta’s ability to modernize fragmented customer operations through an integrated, hybrid human and AI delivery model, ensuring consistently high-quality service while driving measurable business outcomes. Konecta earned its Company of the Year status by combining deep domain expertise with continuous investments in next-generation technology: - Katalyst 2028 and AI-led transformation: driven by a transformative €150 million investment, Konecta’s "Katalyst 2028" initiative positions the company as a comprehensive technology, data, and operations partner. - Kolibri agentic platform: to help enterprises move from AI experimentation to full production, Konecta recently launched Kolibri, an agentic AI orchestration platform. By combining a library of 80% pre-built, industry-specific use cases with an open architecture and built-in FinOps for cost control, Kolibri allows organizations to safely deploy agentic AI at scale. The platform connects AI agents, human experts, and enterprise systems into a single ecosystem underpinned by an ISO 42001-certified AI management framework. - Scalable, human-centered AI: Konecta effectively orchestrates hybrid workforces that combine human agents with autonomous AI. In Latin America, Konecta's agentic AI solutions successfully automate early-stage collections while sustaining performance levels comparable to top human agents, freeing human talent to handle more complex, personalized tasks. - Standardized execution and robust governance: as European regulations tighten, Konecta proactively addresses the EU AI Act through a global compliance framework and standardized Data Protection Impact Assessments (DPIA). Furthermore, Konecta is institutionalizing the COPC CX Standard across its footprint, driving unified operational excellence and service consistency across 28 countries. - Strategic technology ecosystem: Konecta accelerates innovation through powerful partnerships with ecosystem leaders like AWS, Google Cloud, Salesforce, NICE, Lenovo, Nexthink, ElevenLabs, Uniphore, and CrewAI. These collaborations embed advanced cloud, cybersecurity, and proactive AI monitoring directly into both customer and employee environments. “Receiving this dual Company of the year recognition from Frost & Sullivan is a testament to our Katalyst 2028 vision and the dedication of our 109,000 employees", said Nourdine Bihmane, CEO of Konecta. "The gap in AI deployment today is the absence of operational knowledge understanding what regulated industries actually require, how real customer interactions behave, and where the edge cases live. By running these solutions alongside our clients, we commit directly to their business outcome." "This 2026 recognition validates our shift from traditional outsourcing to delivering highly complex, AI-led transformations across Latin America", added Mariano Castaños, CEO of Konecta in America. "We are driving measurable business value. Whether it is implementing AI-enabled speech analytics and copilots in Peru's insurance sector to elevate customer service, or implementing collections voicebots in Mexico's luxury retail sector and Colombia’s financial sector that have boosted payment promise fulfillment by over 30%, our teams are proving that hybrid human-and-AI models are the future of customer experience in this region". Frost & Sullivan analysts commended Konecta’s unmatched scale and adaptive innovation across both regions: "Konecta is positioned as a transformation partner rather than a traditional contact center outsourcer, enabling enterprises to modernize fragmented customer operations through an integrated, hybrid human-and-AI delivery model", noted Sherrel Sonia Roche, Associate Director of Customer Experience Research at Frost & Sullivan. "Frost & Sullivan recognizes Konecta for combining AI-driven innovation with large-scale operational execution to deliver more adaptive, efficient, and human-centered CX environments", added Natalia Casanovas, Best Practices Research Analyst at Frost & Sullivan. To download the reports click here. ### Three essentials for live agentic AI operations at scale URL: https://konecta.com/news-insights/blogs/three-essentials-for-live-agentic-ai-operations-at-scale Published: 2026-08-24 The promise of AI’s "agentic shift" is real. What started as a tool to assist human agents has evolved into something far more ambitious. Agentic AI has the potential to orchestrate personalized customer journeys autonomously, end to end, across every channel. Recent Gartner projections suggest that up to 80% of routine customer service issues could be resolved autonomously by AI systems by 2029. Done well, agentic AI becomes an engine for sustained business transformation, generating higher revenue, better customer experience (CX) and lower churn. Research by McKinsey found that businesses using agentic AI to deliver personalized omnichannel customer interactions achieve 15-20% higher customer satisfaction levels and 20-30% cuts in cost-to-serve. The challenge of Day 2 operations Yet sitting alongside that success is another reality, with statistics that reflect what our team at Konecta is witnessing in the CX space. Data from Deloitte shows that while 38% of organizations are actively testing agentic AI, only 11% have agents successfully running in production. According to BCG, 60% of companies are generating little to no material business value from their AI investments. McKinsey's 2026 AI Trust Maturity Survey found that only around 30% of organizations have reached a mature level of agentic AI governance, with companies who assign explicit ownership and accountability scoring significantly higher on maturity than those who don't. Put simply: while vendor demos and pilots go well, the journey to deploy, run and scale agentic AI is often much slower, riskier or more difficult to measure than expected. The fact is that deploying a live AI agent is only the start of a journey which in large part depends on how rigorously agentic AI is managed after go-live. This is the challenge of "Day 2" operations. Can you see exactly what your agents are doing (visibility/observability). Do you understand exactly why they are doing it (explainability)? And can you be sure that it's correct and compliant (trust)? Based on Konecta’s experience running millions of AI-powered CX interactions across multiple sectors every day, here are three critical success factors for managing agentic AI robustly from Day 1. 1. Get visibility into cost AND quality The cost of AI computing and storage is an emerging issue. Right now, unpredictable cloud costs can be one of the fastest ways to lose executive confidence in an AI program. A recent study by Vanson Bourne (for Tangoe) found that cloud costs have increased by an average of 30% due to AI-related technologies, and 72% of leaders say their cloud spending is becoming increasingly unmanageable. The fact is, not every task needs the most expensive available model. Many of our use cases show only a 1-5% performance difference between a smaller, cheaper model and a newer, pricier one. A +200% cost increase for a 5% quality gain is rarely a trade worth making. (While there are genuine exceptions where only a frontier model will do, these represent a distinct and very small minority.) Without visibility into cost and quality together, organizations risk either overspending or missing an easy win where a small budget increase would meaningfully lift quality. Using built-in FinOps dashboards to track exact real-time token consumption and compute cost per model is part of the equation, the true value lies in tying that together with tracking the quality of the answers. That level of visibility means workloads can be dynamically routed to the most cost-effective model for the job, preventing budget overruns before they happen. 2. Enforce end-to-end traceability AI’s "black box" problems persist. Traditional monitoring was designed to measure IT platform health: latency, speed, throughput, resilience and so on. In contrast, an agent can look perfectly healthy using these metrics while confidently giving customers completely wrong answers. So observability for an agentic platform needs to operate on a different level entirely, using data that turns agentic AI from a black box into a system that can be improved in real time. Organizations may be concerned about closed-source AI models from vendors that aren’t explainable. These may sometimes behave unpredictably or inappropriately, either due to model upgrades or the nature of the training data. Externally, the governance landscape has evolved with a swathe of policies and laws with which organizations must comply. These include the launch of the UN AI Advisory Body, the signing of the AI Executive Order in the US, and the EU AI Act. That’s why every AI decision should be traceable, logged and fully auditable. Things worth tracking include: - Prompt effectiveness. A small wording tweak can produce a significant swing in performance, and a prompt that works well on one model may perform poorly on another. - Accuracy and grounding. Did the answer match reality, and can the agent actually point to what it's based on? - Hallucinations. An agent that produces confident nonsense will lose people’s trust fast and can create serious quality and reputational problems for the business. 3. Empower your people for excellence Research indicates that despite growing customer comfort with AI in customer service, an overwhelming majority (87%) deem it essential to have the option to speak with a human agent when necessary. The answer is to position AI as a genuine co-pilot for your frontline teams. Routine transactions can be fully automated. For anything more complex, AI can do the heavy lifting, such as synthesizing context and drafting a response, but a human should always be the one who hits ‘send’. Think of the human role as a "trust anchor": setting boundaries, handling exceptions and ensuring that AI behaves in ways both customers and regulators can rely on. People’s value lies in their judgment, empathy, and the ability to step in exactly where automation reaches its limits. Done well, this kind of continuous learning loop can push automation rates, while automatically routing emotionally sensitive or complex cases back to specialist human agents. Closing the loop: from pilot purgatory to trusted scale The gap between pilot and production is actually about operating discipline. Organizations that treat Day 2 as an afterthought will keep re-running pilots. Those that build observability, governance and human oversight into secure enterprise-ready agentic AI from Day 1 will be the ones who move past that 11% currently running in production and stay there. The true vision for agentic AI is a self-optimizing system: a feedback loop where every resolved, escalated, or refined interaction makes the next one better. Rich data on what works, brought together in one integrated view, is what turns today’s effective agent into tomorrow’s even smarter one. This ultimately shows up in the one metric that matters most: happy customers, many of whom will return again and again. Ready to dive deeper? Discover our 3-step guide to scaling agentic AI in CX. Questions & answers Why do most Agentic AI initiatives stall after the pilot phase? Agentic AI initiatives often stall because organizations underestimate "Day 2" operations - the complex shift from deploying a model in a controlled sandbox to managing it live. Production requires real-time observability, strict cost controls, and continuous governance. Without robust end-to-end traceability and human oversight, executive trust diminishes, ultimately trapping promising projects in pilot purgatory. How can businesses control cloud computing costs when scaling AI agents? Organizations can control AI computing costs by implementing real-time FinOps dashboards to track token consumption and dynamically route workloads based on complexity. Not every query requires an expensive frontier model; smaller, cost-effective LLMs often perform similarly for routine tasks. Balancing model selection with continuous quality monitoring prevents budget overruns without compromising customer experience. Check out 3-step guide to scaling agentic AI in CX to know more. What is the role of human agents in an autonomous Agentic AI model? In an Agentic AI model, human agents shift from handling routine transactions to acting as "trust anchors" and complex problem solvers. While AI autonomously resolves standard issues, humans manage emotionally sensitive cases, handle exceptions, and enforce system boundaries. This continuous human-in-the-loop feedback creates a self-optimizing system that trains the AI over time. How does Agentic AI observability ensure compliance with global regulations? Agentic AI observability ensures compliance by logging and auditing every AI decision, prompt, and output in real time. This traceability is critical for adhering to strict regulatory frameworks like the EU AI Act. By monitoring accuracy, grounding responses in verified data, and automatically flagging hallucinations, organizations deploy AI with the transparency required by modern governance laws. ### From early pilot to lasting value: 6 critical success factors for AI transformation URL: https://konecta.com/news-insights/blogs/from-early-pilot-to-lasting-value-6-critical-success-factors-for-ai-transformation Published: 2026-08-06 AI is rapidly reshaping all sectors. Long-term opportunity from AI is is massive, with Gartner projecting that 40% of enterprise applications will feature task-specific AI agents by the end of 2026. Yet, while 38% of organizations are actively testing Agentic AI, only 11% have successfully moved agents into live production. Enterprise-wide AI transformation remains an urgent strategic imperative, but the challenge has shifted from basic technology adoption to secure, scalable execution. How can organizations ensure their AI initiatives deliver best value? Based on our experience, here’s a brief guide to six critical factors for successful AI transformation. From leadership and governance, to talent and technology, these factors separate today’s AI leaders from the laggards. 1. Executive sponsorship and organizational alignment Success with AI starts at the top. In fact, the degree of clear executive ownership is the single strongest predictor of AI impact. In our experience, high-performing companies have C-suite leaders driving the agenda (read our blog Agentic AI journey to learn more) - articulating a bold, enterprise-wide vision tied to core business priorities. To translate that vision into business value, leaders should define and champion ‘golden use cases’ - in other words, high-impact, data-ready AI applications aligned with strategic goals. These lighthouse projects will mobilize resources, generate quick wins, and build wider momentum. Real case: Konecta’s Group CEO-backed AI Acceleration & Deployment Office mapped 40+ high-value GenAI use cases, which are now being industrialized globally through our Kolibri platform. By grouping them into macro-accelerators, and securing funding and ownership by regional CEOs, we translated a top-down mandate into a bottom-up, KPI-driven roadmap that ensures execution is strategically coherent and high-value. 2. Create a roadmap to deliver the right use cases Not every business challenge requires an AI solution. Lasting success comes from targeting use cases that are both feasible (data-ready) and of business value (quantifiable and strategically aligned). Start with your golden use cases, already prioritized for alignment and ROI, to drive stakeholder confidence and momentum for broader adoption. Define robust and quantifiable metrics such as NPS uplift, cost savings or faster resolution times. Real case: In sectors including energy, telecoms and financial services, we’ve co-designed two- to -three-year transformation roadmaps targeting golden GenAI use cases that cut cost of ownership by 10–15% while enhancing service quality and customer experience. Today, we accelerate this journey using Kolibri’s 80/20 model, where 80% of the foundational architecture is pre-built, tested, and secured - leaving only 20% to be tailored to each client's specific environment, allowing companies to move from pilot to production in just 30 to 90 days 3. Establish a robust AI Governance Framework aligned with business priorities With golden use cases defined, an AI Governance Framework is essential. Effective governance isn’t off-the-shelf: it embeds critical ethical standards, privacy and cybersecurity directly into AI operations. Cross-functional teams should audit use cases regularly, ensuring models remain compliant, fair and aligned with enterprise priorities. According to McKinsey’s 2026 AI Trust Maturity Survey, only about 30% of organizations have reached a mature level in agentic AI governance, highlighting that explicit ownership and accountability are critical to de-risking deployments. Real case: At Konecta, we’ve implemented a pragmatic AI Governance Framework aligned with the rigorous ISO 42001 certification - the international standard for AI Management Systems - to ensure full traceability, cybersecurity, and regulatory compliance (including the EU AI Act). Our distributed model empowers regional champions and multi-disciplinary "tiger teams" comprising operational, technical, legal, and privacy experts to localize solutions within a global, highly secure, and common framework. 4. Foster a culture of collaboration and innovation Scaling AI requires a startup mindset, with agile, cross-functional teams ready for fast and iterative experimentation. Organizations with mature agile practices are more likely to successfully transition to business-led digital strategies. Integrate business, tech and domain experts to break silos and accelerate learning. Treat pilots as short-cycle experiments: test quickly, learn from feedback, pivot fast. This approach turns early failures into strategic insight and speeds up the path to scalable AI success. Real case: At Konecta, we’ve nurtured our "fail fast, learn fast" culture by creating regional cross-functional tiger teams and client-facing Innovation Labs or AI Use Case Factories. These support four- to six-week pilots with clear KPIs, rapid prototyping and structured decision points to scale validated GenAI use cases with tangible business impact. 5. Integrate change management and talent development Successful AI transformation is people-powered. While Deloitte's 2026 AI Report shows that worker access to AI rose by 50% in 2025, it also reveals that far fewer organizations are re-architecting roles, workflows, and career paths. You cannot simply give a team an AI tool; you have to structurally redesign the job. Success depends on upskilling your in-house teams, engaging the right external talent, and orchestrating a concerted change management strategy. Nurture a culture of continuous learning and clear communication. Tackle resistance early by demonstrating how AI augments people’s roles rather than replacing them. Engage human agents as a trust anchor: for complex customer interactions, let AI handle administrative tasks like real-time transcription and summaries, but always keep a human in control to evaluate context and make the final decision - such as our co-pilot "Magic Button" approach where the human always hits "send". Real case: At Konecta, we launched a comprehensive GenAI upskilling program across all client-facing functions - sales, operations, and pre-sales - alongside tailored onboarding for tiger teams and role-specific training. For end-users, we couple enablement with continuous feedback loops to drive adoption, improve solutions and ensure alignment with real frontline needs. 6. Ensure data readiness, scalable infrastructure and seamless integration Great AI needs great foundations. In our experience, most AI implementation challenges stem not from the models, but from fragmented, low-quality data and legacy systems. Prioritize and accelerate projects to build data quality. Invest in flexible, scalable infrastructure and ensure AI is integrated seamlessly into existing workflows. Even with limited data maturity, you can drive impact through targeted use cases, building toward long-term scalability and operational continuity. Real case: At Konecta, we built an abstraction and orchestration layer that has culminated in our Kolibri platform. Kolibri unifies customer data, legacy IT, and channels in a single ecosystem, natively connecting via APIs with zero "rip and replace" required. Additionally, we embed a Smart FinOps layer with real-time dashboards tracking token consumption and cost-per-model, allowing organizations to dynamically route workloads to the most cost-effective models and prevent budget overruns. Ready to lead your AI transformation? Each of these six success factors is a pillar of a successful AI-driven enterprise. Embracing them holistically will help C-suite and business leaders unlock AI’s potential while steering clear of common pitfalls. Now is the moment. Paths exist to assess your starting point, realistically evaluate your data and organizational maturity, and strategically invest in priority areas. The companies who are acting swiftly and strategically today are positioning themselves as tomorrow’s market leaders. Ready to take the next step in your transformation? Discover our 3-step guide to scaling agentic AI in CX. Note: this blog was originally published on May 6, 2025 and has been comprehensively updated on August 6, 2026 to reflect the latest market trends and ensure all information remains accurate. Questions & answers Why do most enterprise AI initiatives stall after the pilot phase? Enterprise AI initiatives stall after the pilot phase primarily due to a lack of C-suite sponsorship and misalignment with core business priorities. Moving from a controlled sandbox to enterprise-wide adoption requires robust data foundations, cross-functional collaboration, and structured change management to overcome organizational silos and secure long-term ROI. What defines a "golden use case" in an AI transformation strategy? A "golden use case" is a high-impact, data-ready AI application that directly aligns with strategic business goals. These use cases are evaluated on their immediate feasibility and quantifiable outcomes, such as cost reduction or NPS uplift. Executing them successfully generates early momentum and secures stakeholder funding for broader AI scaling. How does a formal AI governance framework impact transformation success? A formal AI governance framework directly enables transformation success by embedding ethics, privacy, and cybersecurity into the core of AI operations. Rather than slowing down innovation, deploying multidisciplinary tiger teams to audit models ensures compliance and builds the executive trust required to safely scale generative AI across global markets. What is the most effective approach to AI change management? The most effective approach to AI change management centers on upskilling employees and positioning AI as a tool that augments rather than replaces human roles. By actively investing in digital skills development, addressing resistance early, and creating internal AI ambassadors, organizations foster a culture of continuous learning and seamless technology integration. How does data readiness affect the scalability of enterprise AI? Data readiness dictates the scalability of enterprise AI because fragmented, low-quality data trapped in legacy systems prevents models from functioning accurately in production. Organizations must modernize their underlying architecture and ensure seamless integration into existing workflows; without this scalable infrastructure, even the most advanced AI models will fail to deliver value. ### Konecta doubles down on Egypt as global AI and Digital Innovation Hub URL: https://konecta.com/news-insights/press-releases/konecta-doubles-down-on-egypt-as-global-ai-and-digital-innovation-hub Published: 2026-07-29 New Cairo, July 29, 2026 - Following the recent visit of Raafat Hendy, the Minister of Communications and Information Technology (MCIT) on July 28, Konecta, a global leader in customer experience (CX) and digital services, reaffirmed its strategic commitment to Egypt as a core hub for digital innovation. The ministerial visit showcased Konecta's rapidly expanding operations at its new regional headquarters in New Cairo, a strategic facility that serves diverse markets across the Middle East, Africa, Europe, and the Americas. Since officially launching its operations and signing a Memorandum of Understanding (MoU) with the Information Technology Industry Development Agency (ITIDA) in January 2025, Konecta has executed consistently on its $100 million investment plan. In under eighteen months, the Egypt team has grown to 600 highly skilled professionals and is on track to reach 800 by the end of 2026, working toward a long-term goal of 3,000 employees. A major highlight of the operations in Cairo is Konecta’s first global Center of Excellence (CoE) for AI. This facility is the first of its kind across the global Group, placing Egyptian talent at the very core of Konecta's worldwide AI innovation agenda. The Cairo CoE is responsible for designing, building, and deploying advanced GenAI and agentic AI solutions - including Konecta's newly launched Kolibri platform - which serves the Group's global delivery operations and a roster of over 500 premier clients. These teams provide AI-powered digital customer experiences, technical support, and digital transformation services in five key languages: English, French, German, Italian, and Spanish. This hub is now actively demonstrating its global capabilities. From Egypt, Konecta supports large enterprise clients such as global tech powerhouse, Lenovo. Following a successful operational launch in September 2025, the local team currently delivers e-commerce operations for Lenovo, with discussions expanding into CX Business Process Outsourcing (BPO) and AI-enabled service capabilities. “Konecta’s inauguration of its regional headquarters in Cairo reflects the successes achieved in building an integrated ecosystem for the outsourcing industry, capable of attracting global investments and delivering high-value digital services to global markets. The expansion of international companies in Egypt’s telecommunications and information technology sector contributes to transferring international expertise and experience to young Egyptian cadres, providing quality employment opportunities, localizing knowledge, and attracting further investments, thereby reinforcing Egypt’s competitiveness as a global center for delivering high-value outsourcing services”, said Raafat Hendy, Minister of Communications and Information Technology (MCIT). “Egypt is not just a delivery location for Konecta, it is our regional headquarters and home to our first global Center of Excellence for Generative AI. Growing to 600 professionals, and to 800 by the end of this year, reflects both the depth of Egyptian talent and the confidence our global clients place in AI-powered digital customer experience delivered from Cairo”, commented Ahmed El Harany, Vice Chairman Middle East and Africa, Konecta. This continued expansion aligns with Konecta's Katalyst 2028 strategic plan, supported by €150 million in global funding to accelerate Generative AI deployment. It is heavily anchored in an ongoing collaboration with the Information Technology Industry Development Agency (ITIDA). Through specialized training and upskilling programs, Konecta and ITIDA are working together to enhance the global competitiveness of Egyptian talent, ultimately driving the growth of Egypt's digital services exports to the global market. ### Building a digital employee experience for long-term ROI URL: https://konecta.com/news-insights/blogs/building-a-digital-employee-experience-for-long-term-roi Published: 2026-07-07 Across industries, a familiar pattern is emerging: organizations are fundamentally restructuring, reducing headcount, and accelerating AI adoption in a relentless chase for efficiency. Recent corporate moves highlight how powerfully the AI narrative is shaping workforce decisions. Tech giants and enterprise leaders have all tied significant workforce reductions and hiring freezes directly to funding their generative AI priorities. But in the rush to modernize, many companies are unwittingly cutting away the very human capabilities, institutional knowledge, and culture that made them effective in the first place. To be clear, AI is a critical lever for business process outsourcing (BPO) and customer experience (CX) transformation. Used thoughtfully, it speeds up execution and frees talent to focus on high-value interactions. However, efficiency alone is not a sustainable business strategy. When modernization is driven solely by near-term margin improvements, long-term operational resilience becomes the hidden cost. The hidden cost of “work about work” If the goal of AI is to optimize operations, we must direct it at the workflows that are genuinely broken. Currently, the daily digital environment for most professionals is a massive source of inefficiency. Employees spend a staggering 60% of their time on "work about work" - such as chasing administrative tasks, managing scattered applications, and searching for siloed information, according to Asana's Anatomy of Work Index. AI should not be deployed merely to squeeze more output from a shrinking workforce. Instead, it must be strategically deployed to eliminate these daily disruptions and protect the "flow of work". The macroeconomic toll of poor employee engagement When leaders use AI primarily to automate away jobs rather than augment human capabilities, they risk weakening trust and crippling their organizational culture. The stakes of this disengagement are massive on a global scale. According to Gallup, poor management and the resulting lost productivity caused by disengaged employees costs the global economy an astonishing $8.8 trillion annually, equating to roughly 9% of global GDP. This internal friction inevitably bleeds into external outcomes. HR leaders intimately understand this direct correlation: you cannot deliver a frictionless, five-star customer experience if your internal teams are constantly battling broken digital workflows and low morale. We expanded on this point with Mélanie de Vigan in this blog, which I encourage you to read. The undeniable ROI of a positive digital employee experience That is why employee engagement cannot be treated as a soft topic or an afterthought. Strong organizations do not win only through technology. They win by retaining key talent, building a culture people want to contribute to, and creating an environment where human judgment, creativity, and commitment can compound over time. Those are not side benefits, they are strategic advantages. Research consistently links highly engaged teams to stronger outcomes. Gallup figures often cited in this discussion prove this, showing that highly engaged teams achieve 23% higher profitability, 59% lower turnover in high-turnover organizations, and 10% higher customer loyalty and engagement. Treating employee experience as a strategic priority is a proven driver of business growth. The risks of reckless AI adoption If organizations continue to pursue AI adoption without the same level of discipline around people, culture, and retention, the likely outcomes are not hard to imagine: - Alienating core talent and eventually losing it. - Trading short-term gains for long-term strategic weakness. - Losing organizational uniqueness and becoming easier to replace. - Weakening the employee and customer experience that drives future growth. My concern is not that organizations are using AI. My concern is that too many are using it recklessly as a shortcut to short-term financial outcomes rather than as a tool within a broader long-term strategy. When that happens, businesses do not just risk losing capability. They risk losing their identity. The real challenge is not whether we should use AI. We should. The challenge is whether we can implement it in a way that protects and retains key resources, strengthens employee engagement, and supports long-term success instead of eroding it. Sustainable AI adoption means using technology to amplify people - not to distance ourselves from them. The organizations that get this balance right will not just be more efficient; they will be more resilient, more distinctive, and better prepared for the future. Why a DEX strategy is no longer optional The window to act and protect your workforce is narrowing. The market is flooded with intelligent solutions, and Gartner predicts that by 2030, GenAI and AI agents will drive a greater than 75% reduction in human-resolved end-user incidents. But this massive shift creates a new, hidden challenge: if AI is deflecting all the simple password resets and software requests, the issues that do require a human touch will be highly complex, critical, and frustrating for the employee. Simply deploying AI to deflect tickets is not a magic bullet. If those escalated interactions are handled by a clunky, outdated help desk, digital friction will only intensify. To succeed in this new landscape, businesses must evolve from a reactive traditional IT "service desk" to a proactive Employee Care Center. This model offers fast, responsive 24/7 omnichannel access via WhatsApp, live chat, and voice, treating every employee as a VIP client. By leveraging conversational AI, autopilot automation for routine IT requests, and AI copilots to assist agents in real-time, organizations can seamlessly blend technological efficiency with genuine human care. Without a deliberate strategy focused on the experience of your tools, your AI investment will fail to deliver the distinctive capabilities required to lead your market. Sustainable AI adoption means using technology to amplify your people, not distance yourself from them. Are your internal systems holding your customer experience back? Don't let digital friction derail your AI investments. Contact Konecta’s digital transformation experts today to learn how our AI-ready solutions and Employee Care Center frameworks can unlock your team's true potential, drive measurable ROI, and future-proof your business. Q&A How do you measure the financial ROI of a Digital Employee Experience (DEX) strategy? DEX ROI is measured across hard operational savings and retention gains. Key metrics include reduced agent attrition costs (recruiting, onboarding, and training replacement staff), faster time-to-proficiency for new hires, lower Average Handle Time (AHT) driven by instant knowledge access, and reduced IT support tickets. High DEX enterprises routinely lower staff turnover by up to 72%, directly boosting margins and operational continuity. How does a unified DEX platform help contact centers reduce agent burnout and turnover? Contact center agents frequently experience cognitive overload due to fragmented systems, repetitive manual workflows, and context-switching across multiple application windows. A unified DEX platform leverages GenAI and central knowledge hubs to automate routine administrative tasks, provide real-time agent assist, and streamline workflows. Eliminating digital friction creates an empowering environment, significantly boosting job satisfaction and reducing burnout-driven agent turnover. What role does Agentic AI play in transforming the digital employee experience? Agentic AI evolves DEX from reactive tools into proactive digital colleagues. Unlike basic chatbots, Agentic AI autonomously executes complex multi-step workflows, retrieves situational context across disparate enterprise systems, and delivers real-time next-best-action guidance to frontline staff. This reduces administrative burden, drastically speeds up resolution times, and allows human agents to focus on high-value, empathetic customer interactions. How can enterprises overcome agent resistance when introducing AI-powered DEX tools? Successful AI deployment requires positioning technology as an assistant rather than a replacement. Leaders should involve frontline agents early during pilot phases, focus training on usability, and demonstrate immediate friction reduction, such as automated call summarization. Transparent communication, gamified learning paths, and showcasing how AI lowers daily operational stress ensure rapid adoption, driving high tool utilization and sustained ROI. How does improving Digital Employee Experience (DEX) directly impact Customer Experience (CX) metrics? Employee experience directly dictates customer experience. When support agents navigate unified interfaces backed by Generative AI, first-contact resolution increases and resolution times drop dramatically. Empowered, frictionless agents convey greater empathy and confidence, directly translating to higher Customer Satisfaction (CSAT), elevated Net Promoter Scores (NPS), and increased customer retention, turning the employee experience into a primary revenue growth engine. ### Why scaling Agentic AI and CX is your next growth engine URL: https://konecta.com/news-insights/blogs/why-scaling-agentic-ai-and-cx-is-your-next-growth-engine Published: 2026-06-24 According to BCG’s The Widening AI Value Gap global analysis, despite massive investments, fully 60% of companies report generating little-to-no material business value from AI, while another 35% are attempting to scale but admit they are not moving far enough or fast enough. This execution gap underscores a reality for digital transformations: programs derail not from a lack of ambition, but because of a fundamental disconnect between high-level strategy, technical deployment, and sustainable operational scaling. Many companies have digitized their existing manual tasks without fundamentally redesigning their operating models. As a result, the majority of digital initiatives fail to successfully translate into revenue growth, operational efficiency, or improved customer retention. Technological maturity is no longer a competitive advantage, it is merely the baseline. To generate measurable ROI, organizations must stop focusing on basic modernization and pivot to a model of digital transformation acceleration. The core pillars of digital transformation acceleration Achieving digital maturity means connecting your data, processes, and talent to generate measurable value. Moving from a sluggish transformation to rapid acceleration requires a multi-faceted approach. Redesigning for scalability Before deploying generative AI, automation, or a new omnichannel platform, leaders must ask: Is our operating model built to scale? Too often, technology is treated as an end goal rather than a strategic enabler. True acceleration begins with a structural redesign: - Process connectivity: frictions between front-facing channels and back-office systems inevitably damage the external customer experience. Systems must be seamlessly integrated. - Data governance: fragmented or outdated data ecosystems ruin self-service and selfcare capabilities. High-quality data is the engine of accurate AI. - Employee enablement: agents and analysts are the final link in the customer journey. If their tools do not provide immediate context, enterprise technology investments will never benefit the end customer. Merging marketing and customer experience Growth is systemic. It demands seamless orchestration across every touchpoint rather than isolated departmental efforts. Advanced organizations are evolving toward models that integrate real-time intelligence, data-driven lead generation, and fluid omnichannel engagement. By connecting these dots, companies shift from viewing customer service as a cost center to utilizing it as a direct revenue driver. Moving from intention to rapid execution The market is shifting at lightning speed. A recent Gartner projection predicts that 40% of enterprise applications will feature task-specific AI agents by the end of 2026. However, the BCG data highlights a critical reality: large-scale tech programs frequently derail because they are too slow and complex. This execution gap is especially severe when it comes to advanced artificial intelligence. In fact, recent data from Deloitte reveals that while 38% of organizations are actively testing Agentic AI, only 11% have agents successfully running in production. The primary bottleneck is implementation speed. This is where Agentic AI accelerators become critical. By adopting pre-built, industry-specific AI agents rather than trying to build complex architectures from scratch, organizations can: - Bypass prolonged testing phases and automate complex workflows immediately, safeguarding budget and timeline expectations - Move out of "pilot purgatory" and integrate AI seamlessly into live operational environments - Leverage optimized nearshore/offshore frameworks to scale these deployments efficiently. Recovering existing revenue Many enterprises heavily underestimate their overdue portfolio in their growth strategy. Digital collections accelerate revenue recovery without the high cost-per-contact of traditional manual models. Modern digital collections do not rely on aggressive agent dials; they utilize intelligent systems that identify the exact moment, channel, and message for each specific customer profile. AI-driven accelerators sweep overdue bases in a fraction of the time, delivering measurable recovery rates from week one while preserving the overall customer relationship. Acceleration is an ongoing strategy The window to wait for the "perfect" moment to transform has closed. Success today belongs to organizations that understand their operational baseline, execute with speed, and continuously measure value generation. At Konecta, we guide this entire lifecycle: from diagnostic consulting that reveals operational gaps to deploying Agentic AI accelerators that condense months of implementation into weeks. Are your digital investments driving growth, or are they just generating reports? Contact Konecta's experts today to explore how we can accelerate your business outcomes and successfully scale your AI initiatives or get your access to Kolibri and try out our AI agents and discover how our agility and accuracy align with your business objectives. Q&A Why do most enterprise Agentic AI initiatives stall in pilot stages rather than scaling to production? Enterprise Agentic AI deployments typically stall in "pilot purgatory" due to complex custom architectures, legacy system friction, and weak data governance. Organizations often attempt to build complex AI frameworks from scratch or digitize manual workflows without updating their core operating model. Utilizing pre-built, domain-specific AI accelerators bypasses prolonged testing phases, enabling rapid integration into live environments. How does deploying pre-built AI accelerators differ from custom in-house AI agent development? Custom in-house AI development requires significant capital, lengthy architecture engineering, and extensive testing, increasing the risk of project delays. Pre-built, industry-specific AI accelerators provide modular, production-ready workflows designed for immediate integration. This approach condenses implementation timelines from months to weeks, lowers initial expenditures, and ensures compliance while allowing enterprises to scale autonomous agents safely. How can customer service operations transition from a cost center into a direct revenue driver? Customer service becomes a revenue driver by uniting marketing, sales, and service channels through real-time AI intelligence. Agentic AI models automatically analyze customer interactions to trigger personalized cross-sell and up-sell opportunities, optimize digital collections, and recover overdue portfolios without invasive manual contact. Connecting front-office interactions with back-office operations turns routine service touchpoints into measurable revenue growth. What core metrics should executives track to evaluate the ROI of Agentic AI in CX? Beyond basic cost-per-contact and handle times, leaders must track implementation velocity, interaction success rates, and direct revenue recovery. Essential KPIs include time-to-production, first-contact resolution via autonomous workflows, portfolio recovery rates in digital collections, and customer retention lift. Measuring both operational efficiency gains and incremental top-line growth provides a complete evaluation of Agentic AI ROI. ### Konecta and Kia Spain recognized for best automotive customer experience at the Platinum Customer Experience Awards URL: https://konecta.com/news-insights/press-releases/konecta-and-kia-spain-recognized-for-best-automotive-customer-experience-at-the-platinum-customer-experience-awards Published: 2026-06-23 - This award recognizes the customer service transformation project developed by Konecta for Kia Spain, based on an omnichannel model and process digitalization. - The initiative has reduced the company’s phone inquiries by 32% and boosted digital interactions by 52% in just one year. Madrid, June 15, 2026 - Konecta, a global leader in customer experience (CX) and digital services, has been recognized alongside Kia Spain at the 17th edition of the Platinum Customer Experience Awards, organized by Contact Center Hub, as the best automotive customer experience in Spain. This award highlights the project developed by Konecta for Kia Spain, aimed at evolving the customer experience through a more personalized and technology-driven model, where intelligent automation and omnichannel strategies become a reliable approach to redefining the customer experience by improving service quality and operational efficiency. The award-winning project originated within Kia Spain's after-sales customer service department, operating in a highly competitive automotive market marked by increasingly demanding consumer expectations. Although the service was already performing effectively, Kia Spain's goal was to move toward a more agile model capable of better responding to its customers' needs by optimizing internal processes and reinforcing the efficiency of its communication channels. To address this challenge, Konecta designed a service based on an omnichannel approach and structured into distinct specialized units to manage customer care, claims, legal support, and commercial opportunities. The results reflect the significant impact of this transformation: in just one year, the volume of phone inquiries was reduced by 32%, while transactions managed through digital channels grew by 52%, reaching nearly 3,800 monthly interactions. This optimized the distribution of inquiries across channels and stabilized service levels above 80%. “This recognition demonstrates that customer experience transformation is only possible when technology and talent work together toward a shared goal. For Konecta, supporting Kia Spain in the evolution of its service model has been an opportunity to show how omnichannel solutions and intelligent automation can drive a real impact on customer satisfaction and operational efficiency. We are incredibly proud of this shared achievement”, said Enrique García Gullón, Managing Director of Iberia, Konecta. Emilio Herrera, CEO of Kia Spain, highlighted: “In an automotive market as competitive as ours, offering an agile, consistent, and high-quality customer experience is fundamental. Thanks to our joint efforts with Konecta, we have successfully moved toward a more digital, efficient model aligned with our customers' expectations. This award recognizes the hard work of both teams and our commitment to continuous innovation in how we connect with our users.” Find out more about Konecta and Kia Spain partnership. The Platinum Customer Experience Awards have established themselves as one of the premier benchmarks for the sector in Spain. Every year, they honor the best initiatives and projects aimed at strengthening the relationship between organizations and their customers, highlighting operational excellence, innovation, and user experience impact. ### Konecta achieves Global ISO 42001 certification URL: https://konecta.com/news-insights/news/konecta-achieves-global-iso-42001-certification-setting-a-new-standard-for-secure-and-responsible-ai-in-customer-experience Published: 2026-06-16 Madrid, June 16, 2026 - Konecta, a global leader in customer experience (CX) and digital services, today announced that its global operations, including its agentic AI platform Kolibri, have been certified to ISO/IEC 42001:2023 Artificial Intelligence Management System (AIMS), the international standard for Artificial Intelligence Management Systems. This achievement makes Konecta one of the very few organizations in the customer experience industry to hold this rigorous certification, underscoring its commitment to responsible, transparent, and trustworthy AI deployment. As enterprises increasingly move from AI experimentation to full-scale production, proving that AI is secure and compliant has become a major board-level priority. This certification ensures that organizations can scale AI confidently, even in highly regulated industries such as banking, telecoms, energy, mobility, retail and e-commerce. A proactive approach to the EU AI Act Konecta’s dedication to ethical AI governance extends beyond global certification. In January 2026, the company officially signed and joined the EU AI Pact, proactively aligning its operations and the Kolibri platform with the rigorous requirements of the EU AI Act. By integrating this regulatory alignment alongside its ISO 42001 compliance, Konecta ensures that clients are fully protected and compliant with the world's most stringent AI regulations. Sergio Garcia Molina, Global Lead of Data Protection & AI Governance Office, and Group DPO at Konecta, said: “Our approach integrates decades of expertise in navigating complex regulatory environments, ensuring that compliance and data protection are foundational to the architecture. By making every AI workflow fully auditable, we provide legal and security teams with the complete visibility needed to proactively manage risk, enforce strict data governance, and scale safely”. ### Konecta launches Kolibri, an agentic platform, to speed up enterprise deployment of agentic AI and end “pilot purgatory” URL: https://konecta.com/news-insights/press-releases/konecta-launches-kolibri-an-agentic-platform-to-speed-up-enterprise-deployment-of-agentic-ai-and-end-pilot-purgatory Published: 2026-06-16 Built on 25 years of CX expertise and more than one million daily customer resolutions. Kolibri combines pre-built use cases, enterprise governance and open orchestration to deliver production-ready AI in weeks. Madrid, June 16, 2026 - Konecta, a global leader in customer experience (CX) and digital services, today announced the launch of Kolibri, its agentic AI orchestration platform designed to help enterprises move from AI experimentation to production. Across industries, organisations understand the potential of agentic AI, but too many are still stuck in ‘pilot purgatory’. The challenge is no longer ambition. It is safe, secure deployment at scale. Kolibri is designed to close that gap. The platform gives organisations a library of cross-industry and industry-specific agentic AI use cases that are up to 80% pre-built, tested and secured. The final 20% is tailored to each client’s systems, sector, workflows and business objectives. Built on the insights from Konecta’s 25 years in customer experience across 500 clients and one million customer resolutions every day, Kolibri brings operational and domain expertise into the way agentic AI is designed, deployed and managed. Ready-to-deploy use cases cover the most common and costly challenges in customer operations. These include areas such as billing management, technical support, appointment booking, claims handling, collections, returns and refunds, order tracking, voice of customer and email triage. Agents don't just respond: they act, updating records, processing transactions and completing workflows end to end, while every decision is logged and auditable in real time. One ecosystem. Full control. Kolibri connects customer data, enterprise systems, communication channels, AI agents and human experts in a single ecosystem. Organizations can automate and orchestrate processes from start to finish, while maintaining visibility and control over performance, cost and governance. Human expertise remains embedded for oversight, quality and escalation. The platform is designed for complex and regulated sectors including banking, telecommunications, energy, mobility, retail, and travel and tourism. Kolibri is underpinned by Konecta's ISO 42001-certified AI management framework - one of the few in the customer experience industry - with cybersecurity controls, compliance policies, observability and audit trails built into every deployment. Open architecture. No lock-in. Kolibri is built to work with existing enterprise technology stacks. Its open architecture integrates with CRM, CCaaS, data, ticketing and communication systems. It orchestrates technologies from partners including Google Cloud, ElevenLabs, Uniphore, CrewAI, NiCE and Salesforce. As AI models evolve, organisations can adopt better or more cost-effective options without being locked into a single model, provider or proprietary environment. Predictable costs. Built-in FinOps. Kolibri addresses one of the biggest concerns around scaling agentic AI: unpredictable cost. Its commercial model is structured around specific business use cases rather than fixed per-agent licensing or token-based pricing. Built-in FinOps dashboards provide real-time visibility into token consumption and AI compute costs, allowing organizations to route workloads to the most cost-effective models and optimize spend without compromising performance. "We have watched hundreds of AI projects fail, not in the demo, but on the way to production. The gap is never the technology. It is the absence of operational knowledge: what regulated industries actually require, how real customer interactions actually behave, where the edge cases live. That knowledge takes decades to build. We built it. Kolibri is how we make it deployable." said Nourdine Bihmane, CEO, Konecta. “Partnering with Konecta to deploy our agentic AI voicebot has transformed our order management and operational performance, directly elevating customer service, especially during high-demand periods and peak hours. Most importantly, we achieved this efficiency without sacrificing the personalized, precise service our customers expect. This digital coworker delivers the scale and agility we need, backed by seamless integration with our human agents.” explains Enrique Rodríguez Gracia, Head of Customer Service and Contact Center at Food Delivery Brands (Telepizza). "We are not here to sell software and walk away”, Nourdine Bihmane added. “When Kolibri goes live, Konecta's own people are running it alongside the client. We have skin in the game in a way that a pure technology vendor never does, as we commit to your business outcome. That changes everything about how you build a platform." Kolibri is available now. Clients can explore the full use case library and test deployments directly on the platform. New use cases are added continuously. ### Oaxaca Wind Energy Project: supporting renewable energy and the transition to net zero URL: https://konecta.com/news-insights/news/oaxaca-wind-energy-project-supporting-renewable-energy-and-the-transition-to-net-zero Published: 2026-06-04 Why renewable energy projects matter As organizations work to reduce their environmental footprint and advance toward their net zero ambitions, renewable energy has become a key driver of the transition to a lower-carbon economy. As part of its broader climate strategy and commitment to net zero, Konecta complements its emissions reduction efforts by supporting certified climate projects through carbon offsetting. By purchasing independently verified carbon credits, Konecta contributes financially to initiatives that generate measurable environmental benefits while supporting local economic and social development. For clients, partners, and stakeholders, projects such as Oaxaca demonstrate how climate action can be combined with tangible environmental, social, and economic outcomes. Expanding renewable energy generation in Mexico The Oaxaca II and Oaxaca III Wind Energy Projects were developed to increase the share of renewable energy in Mexico's electricity mix and support the country's growing energy needs through clean power generation. Located in the state of Oaxaca, one of Mexico's most important wind corridors, the projects have a combined installed capacity of 102 MW. The electricity generated is supplied to the national grid, helping replace power that would otherwise be generated through more carbon-intensive sources. As part of its carbon offsetting strategy, Konecta supports the Oaxaca projects through the purchase of independently verified carbon credits, contributing to the financing of renewable energy generation and climate action initiatives in a country where the company operates. To ensure transparency and credibility, the projects are certified by Verra under the Verified Carbon Standard (VCS 1042 and VCS 1043). This certification ensures that emissions reductions are independently verified and monitored, while the resulting Verified Carbon Units (VCUs) provide a recognized mechanism for supporting measurable climate impact. Environmental impact By harnessing wind as a renewable energy source, the Oaxaca projects help: - Reduce greenhouse gas emissions - Decrease dependence on fossil fuels such as coal and natural gas - Diversify Mexico's energy portfolio - Support the long-term transition to cleaner energy systems For organizations pursuing net zero targets, the transition to renewable energy is a critical element of global decarbonization efforts. While emissions reduction within operations remains the priority, renewable energy projects contribute to the broader transformation of energy systems, helping create the conditions needed for long-term climate progress. Supporting local communities Beyond their environmental contribution, the Oaxaca projects create value for local communities and economies. The projects generate employment opportunities during construction, operation, and maintenance phases, while also supporting infrastructure development and investment in the region. They contribute to improving energy generation capacity and help meet growing electricity demand, including in more remote areas. Community initiatives linked to the projects focus on three key areas: - Basic rights - Essential services - Sustainability This approach helps ensure that the benefits of renewable energy extend beyond electricity generation and contribute to long-term local development. Climate action in support of a net zero future As part of its journey to net zero, Konecta combines emissions reduction initiatives within its own operations, including projects in Colombia with Saving the Amazon, Madagascar and Italy, with support for certified climate projects that contribute to the broader transition to a low carbon economy. By supporting the expansion of clean energy infrastructure, these initiatives help accelerate the transition toward a lower-carbon economy and reinforce the long-term environmental and social foundations needed to build a more sustainable future. ### BFSI’s AI inflection point: why the smartest transformations start behind the curtain? URL: https://konecta.com/news-insights/blogs/bfsis-ai-inflection-point-why-the-smartest-transformations-start-behind-the-curtain Published: 2026-06-02 There’s no shortage of ambition around AI in banking, credit unions, and insurance. What’s less common is clarity on where to begin, and just as important, where not to. Mid-sized institutions are under a unique kind of pressure. They don’t have the excess budget of tier-one banks, but they’re expected to deliver comparable digital experiences. At the same time, operational complexity continues to grow, with more channels, more regulations, and more systems layered over time. That’s why the conversation around AI needs to shift from front-end capability to back-end sequencing. At Konecta, we frame AI across three domains: process, work, and customer experience (CX). Not as independent initiatives, but as a progression. Organizations rarely struggle from a lack of tools; they struggle because they activate these layers out of order. Start where it’s least visible: data and process Before AI does anything meaningful, it inherits the environment it’s placed into. If your data is fragmented, inconsistent, or incomplete, AI doesn’t fix that, it scales it. The same goes for inefficient processes. Automating a broken workflow just accelerates the problem. This is why transformation should begin with process discovery. Not a high-level strategy exercise, but a structured, evidence-based assessment: - Where are the manual touchpoints? - What is the work effort of humans/employees in the process? - Where are decisions inconsistent? - Where is the cycle time unnecessarily long? The goal is to build a roadmap grounded in how work actually happens. The importance of this step is backed by data. According to McKinsey’s late-2025 State of AI Survey, high-performing organizations that capture the most value from AI are three times as likely to have fundamentally redesigned their individual back-end workflows rather than just bolting AI onto existing structures. This proves that protecting your margins and delivering true ROI rarely comes from slapping a customer-facing chatbot onto a legacy architecture; it comes from doing the invisible process work first. Category one: process and high-volume automation The first meaningful application of AI should be process-focused, even if it doesn’t make for a compelling demo. This typically involves high-volume, rules-driven activities: - Loan intake and verification - Claims adjudication - Onboarding and KYC checks - Payment and reconciliation workflows These are not the most exciting areas of the business, but they are where inefficiency accumulates, and high efficiency gains can be attained early with low risk. These are not the most glamorous areas of the business, but they are where inefficiency accumulates. Optimizing them delivers massive efficiency gains early, with incredibly low risk. The strategic importance of this operational groundwork cannot be overstated. By 2029, according to Gartner, agentic AI will autonomously resolve a staggering 80% of common customer service issues without human intervention. However, reaching that level of seamless, autonomous resolution requires a flawless back-end infrastructure; deploying powerful AI into an unprepared legacy environment only amplifies existing bottlenecks. As we've detailed previously, deploying powerful AI into an unprepared environment often turns legacy CTI into a hidden bottleneck for agentic AI, amplifying existing routing issues rather than solving them. This is also where low-risk POCs make the most sense. Instead of broad transformation programs, successful institutions: - Isolate a single workflow - Apply automation to a defined step - Measure impact rigorously - Expand only after results are proven It’s controlled, practical, and most importantly, repeatable. Category two: work - making teams more effective Once processes are stabilized and data begins to flow more cleanly, the next layer is work, how employees interact with systems and information. This is where AI starts to feel more tangible inside the organization: - Agents receiving real-time guidance during customer interactions - Automated summaries replacing manual note-taking and after-call work - Intelligent search replaces time spent navigating multiple systems - Decision support tools reducing variability in compliance and service outcomes This isn’t about replacing people. It’s about removing friction from their day. Across Konecta’s own client implementations, we consistently see intelligent workflow augmentation drive massive productivity leaps. By integrating AI copilots into daily operations, our clients achieve 25–30% reductions in handling times and 30–50% process automation. As this progression becomes systemic, institutions benefit from a significantly lower cost to serve - often accelerated by up to a 60% shift toward digital channels. Ultimately, embedding AI directly into the workflow empowers your teams to handle complex problem-solving without requiring proportional headcount increases. Category three: CX - where the impact becomes visible Customer-facing AI is where most organizations want to start. In reality, it’s where they benefit the most, after the groundwork is in place. When layered on top of clean data and efficient processes, customer-facing capabilities truly shine - Virtual assistants and conversational AI - Personalized financial recommendations and selfcare portals - Proactive outreach based on predictive behavior and context - Seamless movement across channels When these capabilities are layered on top of clean data and efficient processes, the results are significant. The market demand for this is already here. Forrester’s 2026 State of Conversational Banking report confirms that consumers are actively turning to AI assistants for financial questions, product research, and advice. When these digital tools perform well - backed by accurate internal data - customer satisfaction soars, driving measurable gains in customer retention and product adoption. But without the earlier stages, these same tools can create fragmented or inconsistent experiences, arguably worse than doing nothing at all. Choosing the right partner: strategy over tools There’s no shortage of AI vendors offering point solutions. The challenge is that most of them start with the technology, not the problem. For BFSI organizations, the better approach is to work with a partner that: - Begins with process discovery and operational mapping - Focuses on data readiness and integration early - Builds a phased, evidence-based roadmap - Uses POCs to validate value before scaling The difference is subtle but important. One approach sells capability. The other builds a path to outcomes. A more practical way to think about ai maturity Rather than viewing AI as a single initiative, it’s more useful to think in terms of maturity: - Process efficiency: reduce manual effort and stabilize operations - Work augmentation: improve how employees execute and make decisions - Customer experience: deliver faster, more personalized, and consistent interactions Each stage reinforces the next. Skipping ahead often leads to rework. Final viewpoint AI is already reshaping financial services, but not always in the ways headlines suggest. The most meaningful gains aren’t coming from highly visible use cases. They’re coming from organizations willing to do the less visible work first: - Cleaning and connecting data - Simplifying and standardizing processes - Testing in controlled, low-risk environments From there, AI becomes easier to scale and far more valuable when it reaches the customer. For mid-sized banks, credit unions, and insurers, that approach isn’t just safer. It’s faster in the long run because it avoids the resets that come from starting in the wrong place. Q&A How do financial institutions maintain regulatory compliance when automating back-office processes with AI? Automating back-office workflows like KYC and claims adjudication requires embedding strict auditability, data governance, and human-in-the-loop controls into the process design. AI models must operate within predefined regulatory boundaries, with continuous logging of decision pathways to satisfy compliance audits. Establishing data readiness and process discovery upfront ensures automated workflows adhere to regulations while significantly reducing compliance error rates across legacy environments. How should mid-sized banks measure ROI on back-office AI versus customer-facing chatbots? Back-office AI ROI is measured through operational efficiency gains, including reduced cycle times, lower handling times (25–30%), and decreased cost-to-serve. Unlike customer-facing chatbots, which often generate vanity engagement metrics without solving core problems, back-office automation delivers immediate, predictable margin improvements. Tracking process throughput, error reduction in high-volume workflows, and employee productivity gains provides a clear financial justification prior to scaling customer-facing AI. How can legacy core systems be modernized to support Agentic AI in customer service? Modernizing legacy infrastructure for Agentic AI requires bridging disparate CTI systems and data silos using middleware and automated process layer integration. Rather than replacing legacy core banking systems entirely, financial institutions should utilize API-driven process orchestration layers. This stabilizes data flow, eliminates system bottlenecks, and allows autonomous AI agents to execute complex, multi-step customer inquiries accurately without manual intervention. What strategies ensure high employee adoption of AI copilots in banking operations? Successful adoption of AI copilots relies on framing AI as a productivity enhancer rather than a replacement tool. Financial institutions should introduce real-time agent guidance, automated note-taking, and intelligent search into daily workflows incrementally. Involving operational teams during the process discovery phase ensures AI directly addresses daily friction points, driving immediate productivity gains and reducing agent burnout without disrupting established service levels. ### Greening the contact center: the faster route to real carbon reduction, not just offsetting URL: https://konecta.com/news-insights/blogs/greening-the-contact-center-the-faster-route-to-real-carbon-reduction-not-just-offsetting Published: 2026-05-18 For any business serious about sustainability, the contact center shouldn’t be a blind spot, but a strategic opportunity. Here’s how to turn your CX operation into an engine for carbon reduction. Pressure is real and growing Delivering on net zero is one of the defining challenges of our age. Most companies are already working to reduce their Scope 1 and 2 emissions (those directly under their control). But the more difficult and significant task is to reduce Scope 3 (the indirect emissions generated across an organization’s entire value chain). While data shows that Scope 3 emissions typically account for 70-90% of a company’s total carbon footprint, they are often the least measured and the least reported. That is changing. In Europe for instance, the Corporate Sustainability Reporting Directive (CSRD) is already in force. If your company has more than 250 employees, generates €50 million in annual turnover, or holds €25 million in assets, you will need to report your Scope 3 emissions for the 2025 financial year by 2026. Sometimes overlooked and often underestimated, contact center operations offer critical opportunities to cut Scope 3 emissions for five reasons. - Contact centers typically operate at the intersection of multiple customer/supplier relationships, so improvements by suppliers and partners can ripple through company supply chains (as Scope 3 emissions). - As office environments go, they are relatively energy-intensive, working around the clock to handle continuous calls, chats and other digital interactions with millions of customers. - How and where contact center agents work has changed with adoption of remote and hybrid working that eliminates commuting emissions and reduces the energy demand of large physical office spaces. - AI-powered tools in modern contact centers typically reduce the number of customer interactions, simultaneously increasing operational efficiency and aiding decarbonization. - As consumers and other stakeholders increasingly scrutinize brands’ sustainability credentials, being able to say your customer service operations are low-carbon is a reputational asset. Taking the measure: your CX carbon footprint For practical progress, it helps to think about contact center decarbonization across four interconnected domains: the premises at which operations are run, the technology infrastructure powering those operations, the data flowing through them, and the people working within them. Crucially, you can’t effectively manage what you can’t measure. So underpinning all these domains must be the capability to accurately measure and track carbon. The most widely recognized and rigorous framework to do this is the Science Based Targets initiative (SBTi). Committing to SBTi-aligned targets means not only calculating your carbon footprint but having external experts certify that your reduction commitments are consistent with limiting global warming to 1.5°C. As an example, Konecta has been scored A- through CPA’s Supplier Engagement Assessment, which evaluates how companies are driving reductions across Scopes 1, 2 and 3 emissions. Based on our experience, here are four evidence-based ways to measurably decarbonize contact centers. 1. Green the site Energy consumption is the single largest source of carbon in a contact center, so it’s therefore the single largest reduction opportunity. Every decarbonization strategy must incorporate comprehensive and measurable ways to increase energy-efficiency and eliminate waste associated with every aspect of operations. These typically include (but are certainly not limited to): - Shifting to renewable energy sources - Cutting energy consumption for example, automated light-switches, power and temperature controls, dynamically adjusted according to need - Sourcing only low-carbon devices and office supplies (manufactured, maintained, reused, recycled and disposed of sustainably). The other critical opportunity here is to harness the decarbonization advantages of agentic AI that reduces both the duration and volume of customer touchpoints. Research found that AI-powered voice analytics can cut average call handling times by 15%, saving an estimated 4.5 kg of CO₂ per agent per day - roughly equivalent to planting a tree every two weeks. 2. Rethink IT infrastructure: cloud first One single impactful step any contact center can take is migrating to a cloud-native platform. Contact centers relying on older, on-premise data centers can waste up to 40% more energy than those using modern cloud providers. This is for two reasons: - Specialist cloud providers are deeply invested in ongoing energy and resource optimization. Many locate data centers in cooler climates to reduce cooling requirements, develop water recirculation systems, or use non-drinkable water in cooling systems to reduce pressure on freshwater resources. - Cloud platforms enable resource sharing. A single cloud-native data center can serve hundreds of companies simultaneously, delivering economies of scale that no individual on-premise deployment can match. Contrast this with the legacy model: multiple proprietary data centers, each consuming energy and raw materials. Just one word of caution. This doesn’t mean that every contact center should migrate to the cloud. The key is devising a strategy that combines local infrastructure with cloud infrastructure depending on an evaluation of critical factors such as data regulatory, sovereignty and storage requirements. 3. Green data management: smarter, leaner, cleaner In the dawning age of agentic AI, training and running AI models requires substantial computing power, and therefore substantial energy. Meanwhile, research has found that even as data volumes grow exponentially, so too does the amount of dark data that may be hidden, untapped or unknown. In fact a recent global survey discovered that 55% of an organization's data is considered “dark” - all of which consumes energy to store. One important way to reduce carbon is to devise and implement a sustainable data management strategy. While the principles of green data management may be straightforward, implementation requires discipline in three key areas: - Delete data you no longer need. The more historical data you retain, the more storage and processing power you consume. - Compress and archive data efficiently. Storing data in compressed formats reduces the energy footprint of storage infrastructure. - Choose the right infrastructure for AI workloads. Running AI on renewable-powered cloud infrastructure means the energy cost of those workloads does not translate into additional carbon emissions. 4. Customize your remote and hybrid work strategy Remote and hybrid working models can reduce a contact center’s carbon footprint by up to 50% by cutting office energy use and employee commuting. But let’s be clear. Working from home does not eliminate emissions: it redistributes some of them. What’s more, there are multiple variables that depend on geography. Public transport infrastructure and cultural norms vary significantly between countries. For global contact center operators, this means that a one-size-fits-all approach to remote working will not deliver consistent environmental outcomes. Getting this right requires country-level analysis: where remote works, where hybrid is better, and where on-site presence is essential. Faster progress together For companies who outsource, supplier selection is one of the most powerful tools for reducing Scope 3 emissions. Questions worth asking any contact center partner include: - Do you measure and report your carbon footprint, including Scope 3? Is that measurement independently audited? Are you aligned with a recognized science-based target framework? - How are you reducing the carbon footprint of your operations? How are you optimizing your use of green IT? - What percentage of your operations are currently powered by renewables? - How do you support and incentivize sustainable ways of working for your people? Scope 3 can certainly be challenging. The good news is that your contact center is one place to turn commitments into action while delighting customers along the way. Q&A How does direct carbon reduction in contact centers differ from carbon offsetting? Direct carbon reduction eliminates emissions at the source by optimizing cloud architecture, shifting to renewable energy, reducing call durations, and enabling remote work. Carbon offsetting merely compensates for ongoing emissions by funding external environmental projects. While offsetting addresses historical or unavoidable emissions, direct abatement permanently lowers an organization’s operational carbon intensity, meeting stricter ESG compliance standards and delivering long-term operational cost savings. How do outsourced contact centers impact an enterprise’s Scope 3 ESG emissions? Outsourced customer operations fall under Scope 3 supply chain emissions. Third-party BPO vendors contribute to a client’s carbon footprint through facility power consumption, cloud data usage, hardware lifecycle management, and employee commuting. Partnering with a sustainable CX provider that operates energy-efficient facilities and utilizes green-certified cloud infrastructure directly lowers a client’s Scope 3 footprint, simplifying compliance with regulations like the EU CSRD. Can digital self-service and AI automation lower contact center energy consumption? Yes. Digital self-service, messaging channels, and AI routing reduce high-energy voice call processing and shorten overall interaction handling times. Deflecting routine inquiries to digital channels lowers server workload per contact and decreases physical office power requirements. However, organizations must balance AI deployment with efficient model architecture to ensure the compute power used by generative AI models does not offset digital carbon savings. What are the most effective immediate steps to reduce a contact center’s carbon footprint? Organizations can rapidly cut emissions by transitioning to Cloud Contact Center as a Service (CCaaS) hosted on green data centers, implementing hybrid work models to eliminate commuting emissions, and enforcing hardware energy-management policies. Additionally, streamlining customer journeys through First Contact Resolution (FCR) reduces redundant interactions, cutting the overall kilowatt-hour energy required to handle each customer service request. What is the financial ROI of implementing green strategies in customer service operations? Decarbonizing customer service delivers direct financial returns by lowering facility utility bills, reducing server energy consumption, and decreasing hardware turnover through optimized lifecycles. Furthermore, operational efficiencies that cut carbon, such as higher First Contact Resolution and shorter handle times directly reduce cost-per-interaction. Sustainable operations also mitigate regulatory compliance penalties and improve brand equity among eco-conscious consumers. ### Konecta and NiCE partner to scale AI-first customer experience through agentic automation URL: https://konecta.com/news-insights/press-releases/konecta-and-nice-partner-to-scale-ai-first-customer-experience-through-agentic-automation Published: 2026-05-13 Global Platinum partnership accelerates time-to-value with industry-ready agentic AI and operational scale. Madrid, Hoboken, N.J., May 18, 2026 - Konecta, a global leader in customer experience (CX) and digital services, and NiCE (Nasdaq: NICE) today announced a strategic partnership to accelerate the deployment of next-generation, AI-powered solutions across global markets. At the core of this partnership is NiCE’s CX AI platform, CXone, recognized as a leading Contact Center as a Service (CCaaS) solution, along with NiCE Cognigy’s cutting-edge generative and agentic AI technology. Bringing these capabilities together enables intelligent virtual agents and real-time AI assistance that move beyond insights to autonomous, action-oriented execution across the customer journey. As part of the agreement, Konecta will integrate NiCE’s technology, including NiCE Cognigy’s AI capabilities, into its own open platform, delivering out-of-the-box digital agents trained on industry-specific regulatory requirements and customer journeys. By leveraging NiCE’s advanced orchestration, Konecta is evolving beyond traditional conversational bots to agentic AI that can autonomously execute back-office tasks, support human agents, and coordinate across systems to streamline complex operations. Konecta’s role extends beyond technology integration. The company brings deep expertise in business processes and customer operations to design predefined workflows and AI interactions tailored to the unique needs of each industry. This approach enables Konecta to deliver: - Accelerated time-to-value with standardized, industry-ready AI solutions that shorten deployment cycles - Operational efficiency at scale through automation of high-volume and complex processes - Improved service quality and customer satisfaction with consistent, intelligent interactions - Secure, compliant AI adoption aligned with industry-specific regulatory requirements As part of the agreement, Konecta becomes a fully certified Global Platinum Partner of NiCE, gaining access to the highest level of technical expertise, co-innovation support, and early access to emerging agentic AI capabilities. Mariano Castaños Zemborain, CEO Latin America, Executive Sponsor NiCE alliance at Konecta, said: "By combining NiCE’s market-leading CCaaS platform and its powerful generative and agentic AI with Konecta’s global operational scale and deep industry expertise, we are creating a new standard for customer experience transformation. Our ability to predefine processes and deploy industry-specific AI at scale enables our clients to achieve faster time-to-value, with more secure, efficient, and impactful outcomes." "This partnership reflects Konecta’s leadership in operationalizing AI at global scale, which is why they have earned NiCE’s Global Platinum Partner status", said Jeff Comstock, President of CX Product & Technology at NiCE. "Together, we are helping organizations move from AI experimentation to execution by connecting real-time insight to action through agentic AI. The result is faster resolution, lower cost to serve, and more consistent, intelligent customer experiences across every interaction." ### Konecta accelerates outsourcing services efficiency with Salesforce Data 360 and Agentforce URL: https://konecta.com/news-insights/news/konecta-accelerates-outsourcing-services-efficiency-with-salesforce-data-360-and-agentforce Published: 2026-05-12 Madrid, May 12, 2026 – Konecta, a global provider of customer experience (CX) and digital services, and Salesforce (NYSE: CRM), the #1 AI CRM, announced today a collaboration agreement whereby Konecta will act as a service provider, offering companies its business process management services powered by Salesforce technology. This collaboration will help both companies capitalize on this opportunity, which is reinforced by the positive impact on productivity of agentic AI. For Konecta, the agreement will help improve the ROI of managed services by automating a large part of the processes with the help of Salesforce AI. Both organizations have established a collaboration with active projects in the Banking and Financial Services, Retail, and Energy sectors. Konecta will support the full life cycle - from data consulting and architecture to multi-agent management - helping organizations maximize their existing Salesforce investments while scaling AI use cases in complex environments. The BPO (Business Process Outsourcing) industry is rapidly shifting toward digital labor, aiming to maximize efficiency as autonomous agents collaborate with humans. In this context, the implementation and orchestration of AI agents is a priority, as well as ensuring that these agents have the appropriate knowledge and context to perform their functions. To meet these objectives, Konecta will use Salesforce Data 360 and Agentforce to connect customer data - frequently scattered across different systems - with business operations. By integrating these technologies into its Agentic Open Platform, Konecta will enable companies to deploy and manage a diverse workforce of AI agents deeply integrated into the customer context with a Multi-Agent Orchestration approach. Data-driven work The collaboration agreement thus addresses the problem of data silos, which limit AI's effectiveness, and facilitates unifying different CRM and CX operations. The collaboration focuses on three key areas: - Data fluidity: use of Data 360 to unify data and context, allowing AI agents to resolve problems without human intervention and reducing response latency. - Agentic orchestration: Konecta will manage a multi-agent ecosystem with Agentforce, ensuring that the right digital worker is assigned to the right task. - Operational scale: the goal is to improve the First Contact Resolution (FCR) rate by 30% and reduce service costs by migrating repetitive back-office tasks to autonomous digital agents. "Agentic AI is transforming the BPO industry. Through our Katalyst 2028 strategy, Konecta goes beyond traditional outsourcing to orchestrate a hybrid human-digital workforce," said Adil Tahiri, CTO of Konecta. "Our agreement with Salesforce is fundamental. By combining Data Cloud with Agentforce and our operational experience, we are building a multi-agent ecosystem that converts customer data into measurable results on a global scale." "We are in the era of the Agentic Enterprise, and the agreement with Konecta will serve to drive this new model of business management,” noted Marco Hernansanz, EVP and CEO of Salesforce for Southern Europe, Middle East, and Africa. "By integrating Agentforce and Data Cloud into Konecta's global service model, we are helping companies unify their customer data and deploy autonomous agents that can reason and solve problems. Together, we are defining the future of digital work." ### Transparent AI infrastructure: why governance starts with technological architecture URL: https://konecta.com/news-insights/blogs/transparent-ai-infrastructure-why-governance-starts-with-technological-architecture Published: 2026-05-11 Artificial Intelligence has officially graduated from the "pioneer phase". In 2026, it is no longer enough to prove that AI works; organizations must demonstrate that it can be managed safely, transparently, and at scale. The stakes are higher than ever. According to recent 2026 market data, the global AI governance market is surging, with a projected value of $4.2 billion by 2033, and a staggering 38.5% CAGR. This growth isn't just about software sales, it’s a reflection of a massive shift in corporate responsibility. AI is no longer a side project; it powers critical customer experiences, high-stakes data analysis, and autonomous decision support systems. For years, digital success was measured by velocity. With AI, that paradigm has flipped. Trust is the new currency. In an era where 78% of enterprise leaders now have a dedicated Chief AI Officer (CAIO), the focus has shifted from "mentions" of AI to actual monetization and risk mitigation. From speed to "technological trust" In the past, the winner was the company that could release a feature first. Today, the winner is the one that can prove their feature is reliable, controllable, and compliant. Governance has evolved from a strictly regulatory theme to a deeply technological one. Trust isn't something you add with a stamp at the end of a project; it is born from the code, the data, and the platforms on which the AI is built. This is why we are seeing the rise of MLOps (Machine Learning Operations). Just as DevOps revolutionized software, MLOps ensures that an AI model only goes live once it is fully integrated into a lifecycle of automated documentation and monitoring. As we enter this enforcement cycle - the most significant since GDPR - governance has become the prerequisite for technological scalability. Without it, adoption remains fragmented and dangerous. Designing for compliance: the four pillars With the EU AI Act officially in its enforcement phase as of August 2026, compliance can no longer be a manual task or an occasional audit. The requirements - from model traceability to data quality - must be embedded directly into the infrastructure. Traditional cybersecurity principles have now become the structural pillars of AI: - Confidentiality: organizations are increasingly adopting "Private AI" or sovereign architectures. This involves automated data masking and privacy-preserving techniques to ensure that sensitive PII (Personally Identifiable Information) never leaks beyond organizational boundaries. - Integrity: to combat "model poisoning" or unauthorized manipulation, high-maturity organizations now use "shielded" environments and controlled versioning. This ensures the model you tested is exactly the one interacting with your customers. - Explainability: the "black box" is no longer acceptable. Regulators and customers alike demand to know why a certain "answer" was given. Transparent logging and decision-path documentation are now native requirements in any enterprise-grade AI stack. - Availability: in critical sectors like Energy and Manufacturing, AI downtime is not an option. This requires redundant, resilient architectures that can guarantee continuity even during model updates or high-load periods. The "human-in-the-loop" strategy A common misconception is that AI governance is designed to replace or slow down automation. In reality, a solid governance framework enhances human capability. Systems like conversational assistants for operators don't just suggest answers; they synthesize complex conversations and propose actions without taking autonomous control. This is the Human-in-the-loop (HITL) principle in action. It isn't just an ethical choice or a legal mandate - it is an architectural decision that reduces operational risk. By automating the repetitive and high-volume tasks while leaving the "judgment calls" to humans, organizations can achieve a level of decision-making precision that neither a machine nor a human could reach alone. Gartner predicts that by 2029, 70% of government agencies will legally require this oversight for any automated decision affecting citizens. Why governance is your secret innovation accelerator It sounds counterintuitive, but structure actually creates speed. Without a common framework, every AI project becomes a "silo" - an isolated, non-replicable experiment. A centralized AI inventory and standardized governance cockpit allow your organization to: - Reuse and scale: models developed for one department can be safely repurposed for another, cutting development time by up to 30%. - Optimize resources: a global view of your AI systems allows for better management of data storage, compute power, and even water/energy consumption in data centers, a growing concern in 2026. - Empower the workforce: when the "guardrails" are clear and automated, employees feel safer experimenting with new AI tools, moving from "Shadow AI" to governed, high-impact innovation. Industrializing AI: the next frontier We are witnessing the industrialization of AI. The pioneering phase is over, and organizations no longer need to prove that AI can work. Instead, they must prove it can be managed in a way that is secure, transparent, and scalable. The divide between the leaders and the laggards is no longer defined by who has the best "prompts", but by who has the most robust industrial foundation. To cross this chasm, you need architectures that are controllable, systems that are traceable, and processes that are standardized. Trust begins at the foundation. At Konecta, we are focused on building the platforms that turn that trust into measurable, industrial-grade value for our partners. The future of AI isn't just in the intelligence itself - it’s in the transparency of the infrastructure that supports it. Want to see how we put these principles into practice? I invite you to learn more about how we manage AI internally by watching the replay of our recent webinar: Trusting AI starts at home. Q&A How does architectural AI governance impact customer experience performance and latency? Architectural AI governance optimizes performance by integrating compliance checks directly into event-driven data pipelines rather than relying on delayed post-hoc auditing. By utilizing lightweight monitoring microservices, edge-level data filtering, and asynchronous logging, enterprises enforce strict data privacy and guardrails. This architecture minimizes latency impact during live customer interactions, ensuring real-time CX applications remain fast, reliable, compliant, and scalable. Why is retrofitting AI governance onto existing legacy systems riskier than building transparent infrastructure? Retrofitting governance creates brittle architectural wrappers around black-box models, leaving unmonitored data pathways that increase exposure to privacy breaches, regulatory fines, and model drift. In contrast, native transparent AI infrastructure embeds data lineage tracking, role-based access, and model telemetry directly into core integration layers. This proactive design ensures complete auditability, simplifies EU AI Act compliance, and lowers long-term technical debt across enterprise environments. How can enterprises maintain AI infrastructure transparency across multi-cloud and hybrid environments? Enterprises can maintain transparency across multi-cloud environments by deploying vendor-agnostic governance frameworks using standardized APIs, containerized monitoring tools, and centralized telemetry dashboards. This unified control plane decouples policy enforcement from specific cloud providers. As a result, compliance teams track data lineage, model versions, and system outputs consistently, regardless of where AI models are hosted or executed across hybrid infrastructures. What core metrics demonstrate the business ROI of investing in transparent AI infrastructure? The ROI of transparent AI infrastructure is measured through reduced regulatory non-compliance fines, faster AI model deployment cycles, lower compute optimization costs, and improved customer trust metrics. Built-in explainability and automated data lineage reduce audit preparation times from months to days, while proactive observability minimizes costly downtime caused by algorithmic drift or unexpected model hallucinations in mission-critical applications. ### Konecta recognized at the Randstad Awards 2026 as one of the most attractive companies to work for in Spain URL: https://konecta.com/news-insights/news/konecta-recognized-at-the-randstad-awards-2026-as-one-of-the-most-attractive-companies-to-work-for-in-spain Published: 2026-05-11 - The company has been recognized by Randstad for its ability to attract and retain talent in a context marked by technological transformation and the evolution of work models. - Jaime Castel, HR Director of Konecta Iberia, who accepted the award, emphasized during the ceremony the importance of placing people at the heart of technological transformation. Madrid, May 8, 2026. Konecta, a global leader in customer experience (CX) transformation and digital services, has been recognized at the 17th Randstad Awards as one of the most attractive companies to work for in the audit and consulting sector in Spain. This recognition highlights the company's strategy to build an environment where people can develop, grow, and foster a genuine sense of belonging through a culture based on talent, innovation, and the transformation of the workplace through technology, in a context particularly marked by the emergence of Artificial Intelligence in the workplace. The Randstad Awards, based on the Randstad Employer Brand Research report, annually analyze which companies are the most attractive to work for, according to talent preferences. In this seventeenth edition, the study was compiled from 7,800 surveys conducted in Spain with professionals of diverse profiles, ages, and educational levels. The following companies have also been chosen as the best to work for in their respective sectors: Atresmedia, BBVA, IBM, ID Logistics, IKEA, Inditex, KPMG, L’Oréal, Mapfre, Meliá Hotels International, Mercedes-Benz, Nestlé, Roche Farma, Schneider Electric, Siemens Energy, and Telefónica. This award comes at a time when factors such as professional development, flexibility, leadership, and access to innovative environments are gaining importance in companies' ability to attract and retain talent, as reflected in the Randstad Employer Brand Research report. In this regard, Konecta is committed to combining the potential of its people with digital tools and technologies designed to enhance their development, strengthen team connections, and transform the work experience. Jaime Castel, Human Resources Director of Konecta Iberia, accepted the award on behalf of the company and, during the gala, emphasized the importance of placing people at the heart of technological transformation: “This Randstad Award fills us with pride because it confirms something essential for us: in an environment where Artificial Intelligence is transforming the way we work, our greatest asset remains our people. Technology helps us move forward, but it is talent that gives meaning to every step.” Konecta maintains a strong commitment to training, career development, and the continuous improvement of its employees' skills, thus preparing its professionals to lead the next generation of digital services and customer experience. The company also promotes a leadership model based on close relationships, collaboration, and support for teams, fostering inclusive, agile, and creative environments where leaders act as facilitators of individual growth and development. Castel sums it up as follows: “Our commitment is clear: to use technology to support, empower, and grow our teams. This recognition reflects precisely that vision.” ### Konecta improves its EcoVadis score, reaching Bronze level in 2026 URL: https://konecta.com/news-insights/news/konecta-improves-its-ecovadis-score-reaching-bronze-level-in-2026 Published: 2026-05-06 Sustainability performance is becoming a key factor in how companies are evaluated by clients, partners, and stakeholders. Independent assessments help provide transparency on how organizations manage environmental, ethical, and social practices. Konecta has been awarded the EcoVadis Bronze Medal, reflecting measurable progress in its sustainability performance across key areas. What is EcoVadis and why it matters EcoVadis is one of the most widely used platforms for assessing corporate sustainability performance. It evaluates companies across four main dimensions: - Environment - Labor & Human Rights - Ethics - Sustainable Procurement These assessments provide a standardized and comparable view of how companies manage sustainability, helping stakeholders better understand performance and areas of improvement. Measured progress in 2026 In the 2026 evaluation, Konecta improved its overall score from 63 to 70 out of 100, reaching the 80th percentile (up from 74th the previous year). Notable progress was recorded across key dimensions: - Environment: 76/100 (up from 70) - Ethics: 84/100 (up from 78) - Sustainable Procurement: significant year-on-year improvement These results reflect continued efforts to strengthen policies, governance frameworks, and operational practices. What this reflects This progression highlights a stronger integration of sustainability into day-to-day operations, including: - More structured governance of ESG topics - Improved environmental management practices - Reinforced ethical standards At the same time, the assessment identifies areas where further work is ongoing, particularly in formalizing measurable targets and strengthening external perception indicators. A continuous improvement approach Sustainability assessments such as EcoVadis are not static benchmarks, but tools to guide continuous improvement. Progress over time reflects the ability to: - Identify gaps - Implement corrective actions - Strengthen transparency and reporting This ongoing process is essential to align operations with evolving ESG expectations. Why it matters As sustainability expectations continue to increase, independent assessments play a key role in providing visibility and comparability. They support better understanding of how organizations manage their environmental and social impact, and how they continue to improve over time. ### Building safer and healthier operations: a structured approach to workplace health and safety URL: https://konecta.com/news-insights/initiatives/building-safer-and-healthier-operations-a-structured-approach-to-workplace-health-and-safety Published: 2026-04-17 Delivering consistent service quality depends on stable, safe, and resilient operations. For clients and partners, this means working with teams supported by environments that actively prevent risks, promote well-being, and sustain performance over time. At Konecta, workplace health and safety (WHS) is addressed through a structured approach that goes beyond compliance. It combines risk prevention, continuous monitoring, and integrated mental health support to ensure both operational continuity and employee well-being. A preventive and integrated safety model At Konecta, workplace health and safety is guided by a global policy framework that sets the principles for identifying, assessing, and mitigating risks across operations, while allowing for local adaptation. This model is built on three core principles: - Proactive risk management, with continuous evaluation of physical work environments - Integration of mental health, recognizing its direct impact on performance and stability - Combination of technology and human support, enabling early detection of risks and timely intervention Rather than isolated actions, this approach is designed as an always-on system, embedded into daily operations and continuously improved through data and feedback. Mental health integrated into the safety model At Konecta, mental health is embedded as a technical component of workplace health and safety, directly linked to operational stability and service quality. Rather than being treated as a standalone initiative, it is addressed through a combination of continuous measurement, professional support, and structured intervention programs. This approach combines: - Digital tools capable of capturing emotional signals at scale, enabling real-time visibility on team sentiment. - Direct support from health professionals, ensuring that identified cases receive appropriate follow-up. - Structured programs addressing psychosocial risks, including prevention, intervention, and long-term support. By linking data, human expertise, and operational processes, this model enables early detection of stress situations and activation of targeted support when needed, reinforcing both employee well-being and operational continuity. From approach to execution: how it is applied locally At Konecta, this approach is translated into operational programs at country level, allowing each market to address its specific needs while maintaining a consistent prevention logic. This deployment is supported by international standards such as ISO 45001:2018 and reinforced through continuous training, with more than 266,000 hours dedicated to health and safety in 2025. Concrete examples of implementation - Colombia A hybrid model combining technological monitoring and human intervention. The Zentir emotional monitoring tool, integrated into a virtual assistant, enables real-time tracking of team sentiment, with millions of interactions recorded. This is complemented by the Armónicamente program, which provides direct psychological support and has led to structured follow-up and therapy pathways for identified cases. Participation is reinforced through formal employee committees, ensuring continuous feedback and involvement. - Argentina A model focused on confidential support and continuous listening. The Estamos con Vos program provides 100% confidential psychological support, addressing personal, mixed, and work-related challenges with high satisfaction levels. This is complemented by Espacio Cuidarnos, which equips leaders and representatives to actively manage team well-being, and by digital tools that analyze employee feedback and trigger real-time recommendations. - Peru A structured approach combining prevention, intervention, and community engagement. The A tu Lado program is built around three pillars: awareness and prevention, direct psychological support, and reconnection initiatives. It includes individual care, emotional pause sessions, and the development of internal well-being communities supported by trained volunteers. - Italy A model focused on risk prevention, workplace monitoring, and structured compliance, combining technical assessments with targeted safety initiatives. Risk management includes Legionella assessments across sites and the implementation of delegation frameworks, ensuring clear accountability. The approach also integrates technology to monitor indoor environmental quality and a centralized system to track safety-related reports. Training remains a key lever, with safe driving programs fully deployed, alongside the rollout of initiatives focused on remote work safety and digital training. - French-speaking region (cross-country initiatives) A cross-country approach focused on promoting well-being and reinforcing a shared culture of health and safety across markets. Key initiatives include campaigns such as QVCT Week, dedicated to quality of life at work, and broader health awareness programs aimed at fostering healthy habits and prevention. This is complemented by the “Health & Wellbeing” section on INSPIRE, the internal ESG portal for the region, which provides monthly content with practical guidance, awareness materials, and educational resources for employees. - France A model focused on understanding and managing psychosocial risks, combining structured diagnostics with targeted training and local support. A psychosocial risk (PSR) diagnosis, conducted with an external partner, provides insights to guide continuous improvement. This is complemented by the Mental Health First Aid (MHFA/PSSM) program, which develops internal capabilities through training, local referents, and supervisor certification. Together, these initiatives strengthen early detection and support across teams. - Morocco A model focused on structured governance and regulatory alignment, ensuring consistent oversight of workplace health and safety. The Health and Safety Committee (Comité Hygiène et Sécurité) plays a central role in monitoring risks, reviewing working conditions, and ensuring compliance with local requirements. This governance structure supports preventive actions and reinforces a proactive approach to workplace safety. Why this matters These implementations show how Konecta’s approach can be adapted to different operational contexts while maintaining a consistent objective: anticipating risks, supporting individuals, and sustaining performance over time. ### Strengthening sustainable supply chains: Konecta achieves A- in CDP Supplier Engagement Assessment URL: https://konecta.com/news-insights/news/strengthening-sustainable-supply-chains-konecta-achieves-a-in-cdp-supplier-engagement-assessment Published: 2026-04-17 Reducing emissions across the value chain is becoming a priority for companies looking to meet regulatory requirements, manage risks, and respond to growing client expectations. Strengthening supplier engagement is a key lever to achieve this, as indirect emissions often represent the largest share of a company’s environmental impact. What this means for clients and partners A more sustainable and transparent supply chain directly supports clients’ own decarbonization goals, particularly when addressing Scope 3 emissions. Konecta has received an A- score in the Supplier Engagement Assessment (SEA) conducted by CDP, reflecting a strong level of maturity in how climate considerations are integrated across its supplier ecosystem. This approach enables: - Better visibility on indirect emissions - More resilient and responsible procurement practices - Alignment with increasing ESG and regulatory expectations What is the CDP Supplier Engagement Assessment The Supplier Engagement Assessment (SEA) is an annual evaluation developed by CDP that measures how companies engage their suppliers on climate-related topics. It focuses on four key areas: - Governance: how climate topics are embedded into decision-making - Targets: the existence of clear decarbonization objectives - Scope 3 emissions: measurement and management of indirect emissions - Value chain engagement: actions to involve suppliers in climate strategies Companies with high scores are recognized for their ability to drive meaningful change beyond their direct operations. Why value chain engagement matters For most organizations, emissions linked to suppliers and partners represent the majority of their footprint. In many cases, these emissions can be significantly higher than those generated by direct operations. Strengthening supplier engagement helps: - Identify and reduce indirect emissions (Scope 3) - Improve data quality and transparency - Anticipate regulatory changes such as supply chain due diligence requirements - Unlock operational efficiencies and cost savings From measurement to action A structured approach to supplier engagement makes it possible to move from high-level commitments to concrete actions. By working closely with its value chain, Konecta contributes to: - Standardizing emissions data collection - Supporting suppliers in their sustainability journey - Embedding ESG criteria into procurement processes This continuous improvement model reinforces the ability to deliver sustainable, scalable, and future-ready services. As sustainability expectations continue to evolve, collaboration across the value chain becomes essential. Strengthening supplier engagement is not only a climate priority, but also a business imperative to build more resilient and responsible operations. ### You can’t deliver a five-star customer experience with a one-star employee experience URL: https://konecta.com/news-insights/blogs/you-cant-deliver-a-five-star-customer-experience-with-a-one-star-employee-experience Published: 2026-04-16 As consumers, we’ve never had higher expectations. We want fast, frictionless empathetic service from the brands we choose – who are all racing to deliver it. Yet step inside many of those same organizations and you may find a striking contradiction. The people responsible for delivering standout customer care still rely on old-fashioned employee support systems. I was reminded of this recently while listening to an agent handle a customer call. It was impressive. The agent had full context - their customer’s history, preferences and needs - and delivered a seamless hyper-personalized experience in real time. It was modern, technology-augmented customer care at its best. Then I considered what happens when many employees have a problem at work. They call the help desk, get a ticket number, and wait. The interaction feels transactional, not supportive. There is a gap between customer experience (CX) and employee experience (EX) - and arguably, that gap has been widening as companies invest in CX as a competitive differentiator. The “last resort” problem Conceptually, the old “help desk” has given way to the “service desk”. But in practice, many employees still rely on traditional IT support systems. According to 2025 research, support teams are handling more work than ever, with 34% seeing ticket volumes increase and organizations processing an average of 10,675 tickets monthly. Yet evidence shows that many workers only contact IT support as a last resort — not because their issue isn’t urgent, but because the experience can be more painful than struggling through the problem alone. According to a 2025 Digital Employee Experience survey, nearly half of employees said they preferred fixing IT problems themselves rather than contacting the help desk - yet only 13% said it was “very easy” to do so. What’s more, inadequate IT support erodes staff morale. The same research found 55% of office workers reporting that ongoing tech issues negatively impact their mood, engagement, and long-term job satisfaction. Contrast that with how much energy and resource many brands dedicate to being their customers’ first choice. Why should the experience of being an employee be any different? Costs of a one-star employee experience The business case for fixing this is compelling. The chain of impact is well-documented: engaged employees deliver better service, which drives higher customer satisfaction, which in turn generates stronger shareholder returns. HR leaders know this: Scarlettabbott’s World Changers 2025 report reveals that 79% of them believe poor employee experience harms business performance. A survey by Gallup found that engaged employees achieve 10% higher customer loyalty/engagement, 14-18% higher productivity, and 23% higher profitability. In other words, employee experience isn’t just an HR concern - it directly impacts customer experience, and ultimately the bottom line. Two worlds, one opportunity So what’s the solution? It starts with recognizing that the CX and EX worlds, for all their differences, can be built on the same foundations. In the old help desk model, support is reactive. Something breaks, someone calls, someone fixes it. There is no real relationship, no anticipation, no sense that the employee is valued. In the best CX organizations, care looks completely different. It’s proactive and personalized. It shows empathy, anticipates needs, and delivers seamless omnichannel support. The opportunity now is to evolve from the “service desk” model to something more ambitious: an Employee Care Center. This model offers fast, responsive 24/7 omnichannel access via WhatsApp, live chat and voice - treating every employee as a VIP client, just as the best brands treat their most valued customers. How to bridge the gap: three building blocks Bringing the best of CX thinking into the EX world depends on three interconnected elements: the right tools, the right training, and a genuinely customer-centric mindset. Great tools: harnessing AI for employee care The technological foundations for great CX - conversational AI, contact center platforms and 360˚ customer views - translate directly into the EX world. Three AI capabilities are particularly powerful: - Insights: AI that continuously gathers and analyzes data from the broader employee work environment, identifying friction points and surfacing opportunities to improve before problems become crises. - Autopilot: fully automated support interactions that resolve common issues instantly - from password resets to IT provisioning - without requiring an agent at all. - Copilot: AI-augmented agents who are supported in real time with suggested responses, contextual knowledge, and next-best-action guidance - helping them resolve complex issues faster and with greater consistency. The golden thread running through all of this is a seamless blend of human and machine intelligence. Some aspects of care are quintessentially human - sensitivity, compassion and genuine empathy. AI’s role is to enable and amplify those human qualities, not replace them. The right training: AI-powered coaching In the age of AI, training is just as important as ever. In the IT service world, agent training has traditionally meant classroom sessions and shadowing members of the team. AI changes that model completely. AI coaching solutions can simulate real call scenarios, enabling agents to practice and improve in a safe environment. After each simulation, the system provides specific, data-driven feedback: how empathetic was the tone? Was the resolution time within the benchmark? What could be phrased differently? The result is a continuous learning loop: agents improve faster, performance becomes more consistent, and quality rises across the board. The same feedback mechanisms that top CX organizations use to coach customer-facing teams can now power the development of employee-facing support teams. A customer-centric mindset applied to employees Perhaps the most important shift is cultural: treating employees with the same care and support that successful companies extend to their customers. In CX, “Know Your Customer” starts with journey mapping: understanding who your customers are, what they need, and where their experience breaks down. In EX, the same discipline applies. “Know Your Employee” means mapping employee personas and the journeys they take when they need support, and designing those journeys to be as frictionless and positive as possible. It also means focusing on feedback collection and analysis. In CX, the “Voice of the Customer” is a cornerstone, based on continuous listening through surveys, sentiment analysis and other feedback loops. The EX equivalent, the “Voice of the Employee” tends to be a less mature practice in most organizations. That represents a significant opportunity: the methodologies, platforms, and analytical know-how already exist in the CX world. Applying them to EX is a genuine differentiator. Time for change Ultimately, both CX and EX are about the same thing: care. Creating experiences that make moments matter. Building loyalty. Making people - whether they’re customers or colleagues - feel genuinely valued, understood and connected. The principles are universal and, increasingly, so are the tools. The question is no longer whether organizations can apply CX best practices to their EX. It’s whether they’re willing to make the investment. The companies that do will find that the returns compound: better employee experiences drive better employee engagement, which drives better customer experiences, which drives better business outcomes. You cannot deliver a five-star customer experience with a one-star employee experience. The good news is that you no longer have to. The knowledge, the tools, and the playbooks already exist. It’s time to put them to work for organizations’ most important asset: their people. Q&A How does investing in AI-driven Employee Experience (EX) generate measurable ROI for enterprises? AI-driven EX generates direct ROI by reducing IT support ticket volumes through automated self-service (Autopilot), lowering mean time to resolution (MTTR) with agent-assist tools (Copilot), and curbing costly employee turnover. Higher EX directly increases employee engagement, which Gallup correlates with 14–18% higher productivity and 10% higher customer loyalty. Combined, these operational savings and retention gains directly expand net profitability. How can organizations transition from a traditional reactive help desk to an AI-powered Employee Care Center? Transitioning requires integrating conversational AI layers (Insights, Autopilot, Copilot) over existing IT Service Management (ITSM) and HR platforms. Organizations must map internal employee journeys to identify high-volume, repetitive friction points suitable for automated resolution. Simultaneously, support teams need AI-driven coaching and omnichannel access tools such as WhatsApp, chat, and voice to deliver proactive, personalized support that mirrors modern B2C customer service standards. How do you drive employee adoption of AI self-service tools for internal IT support? Driving employee adoption requires designing intuitive, friction-free interfaces across everyday communication channels like WhatsApp, Microsoft Teams, or Slack. Rather than forcing portal usage, AI support should meet employees where they work. Combining instant, accurate resolution via AI Autopilot with an effortless option to escalate complex issues to human agents ensures trust, eliminates frustration, and changes employee perception from "last resort" support to first-choice resolution. What role does Voice of the Employee (VoE) analytics play in preventing internal operational bottlenecks? Voice of the Employee (VoE) analytics uses AI-driven sentiment analysis and continuous listening across internal interaction touchpoints to detect systemic operational friction before it causes downtime. Unlike annual HR surveys, real-time VoE analytics highlights recurring IT failures, workflow gaps, and emerging team frustration. This enables IT and HR leaders to proactively address infrastructure vulnerabilities, optimize internal workflows, and maintain consistent workforce productivity. What privacy and data governance standards apply when deploying generative AI for employee support? Deploying generative AI in employee support requires strict adherence to enterprise data privacy regulations, such as GDPR, alongside robust access controls. Internal AI systems must anonymize sensitive employee records, enforce role-based access to HR data, and operate within secure cloud environments. Establishing explicit data governance ensures AI Copilots and automated workflows handle employee interactions ethically without exposing confidential personal information or internal operational data. ### Konecta announces strategic alliance with Lenovo to reinvent the AI-driven Digital Workplace and challenge traditional IT outsourcing URL: https://konecta.com/news-insights/press-releases/konecta-announces-strategic-alliance-with-lenovo-to-reinvent-the-ai-driven-digital-workplace-and-challenge-traditional-it-outsourcing Published: 2026-04-14 Madrid, April 14, 2026 – Konecta, a global leader in Customer Experience (CX) and Digital Services, announced a strategic alliance with Lenovo, a global technology leader, that combines best-in-class technology solutions with advanced customer capabilities, designed to ultimately transform how organizations approach Digital Workplace Solutions (DWS) and Employee Experience (EX). What if the Digital Workplace was no longer built around fragmented IT contracts and layered outsourcing providers - but designed as an integrated, AI-powered experience platform? This vision underpins Konecta’s new strategic alliance with Lenovo. The two companies are positioning their collaboration as a potential market disruptor - one that could redefine how enterprises source, operate, and experience IT services, and directly challenge traditional IT outsourcing. From supplier relationship to strategic convergence What began as a conventional vendor relationship has evolved into a broader strategic alignment. As Konecta launched a global initiative to harmonize and modernize its own workplace infrastructure, Lenovo emerged not simply as a technology supplier, but as a key technology partner in shaping a new AI led labor lite operating model. As part of its global workplace transformation programme, Konecta is progressively deploying Lenovo services across its international footprint, ultimately impacting more than 100,000 employees worldwide. At the same time, Konecta was selected to deliver e-commerce operations to Lenovo, with discussions expanding into CX Business Process Outsourcing (BPO) and AI-enabled service capabilities. Operations successfully launched in Egypt in September 2025, reinforcing the region’s growing role as a global CX and digital hub. Exploring a disruptive Digital Workplace model Building on their complementarity, Konecta, working with Lenovo, is now developing a joint end-to-end Digital Workplace offering that aims to challenge traditional IT outsourcing models with an ambitious commercial roadmap. Historically, companies have relied on fragmented supplier ecosystems involving device vendors, infrastructure providers, IT outsourcers, service desk operators and multiple user support groups. The offering is anchored in Konecta’s employee support operations, AI-driven service management, business applications capabilities and CX expertise, and is elevated by Lenovo’s role as a digital workplace orchestrator, integrating AI-enabled devices, advanced services and enterprise AI platforms to deliver business outcomes.Rather than stacking providers, the alliance aims to unify the entire employee technology ecosystem under one cohesive model. Bringing consumer-grade experience inside organizations While customer-facing experiences have been radically transformed over the past decade, internal employee workflows often remain reactive, process-driven and ticket-based. A central ambition of the alliance is to apply consumer CX standards to internal employee experiences. Konecta and Lenovo are working toward a model where employees would experience AI-powered chat and self-service capabilities, omnichannel interactions adapted to user profiles, data-driven personalization and faster resolution through integrated back-office processes. In short: treating employees like customers - and IT support like a premium digital service. A forward-looking alternative in a transforming market As companies seek to modernize their technology environments while improving EX, the Konecta-Lenovo alliance positions itself as a forward-looking alternative to traditional IT service models. Rather than layering additional providers and complexity, the partnership aims to simplify and integrate. By aligning hardware, infrastructure, lifecycle services and user support expertise under a coordinated strategic vision, Konecta and Lenovo are laying the groundwork for a new Digital Workplace paradigm - one that is more agile, more user-centric and more attuned to the expectations of a digital-native workforce. “This alliance reflects our ambition to rethink how technology and service come together. By combining Lenovo’s infrastructure leadership with Konecta’s deep expertise in customer and employee experience, we are preparing the foundation for a new, integrated Digital Workplace model designed around simplicity, intelligence and user satisfaction,” said Julien Vidal, Group Chief Growth Officer, Konecta. "At the core of Digital Workplace initiatives is the need to improve employee experiences to unleash productivity, innovation and even creativity," said Rakshit Ghura, Vice President and General Manager, Lenovo Digital Workplace Solutions. "Through our work with Konecta we are bringing together Lenovo’s AI-powered infrastructure, platforms and services with Konecta’s expertise to help organizations deliver more seamless, intelligent and outcome-driven employee experiences.” ### Why legacy CTI is holding back your agentic AI CX strategy URL: https://konecta.com/news-insights/blogs/why-legacy-cti-is-the-hidden-bottleneck-for-agentic-ai-in-customer-experience Published: 2026-03-25 If you’re responsible for customer experience, you might be finding that agentic AI hasn’t lived up to the hype. While the spotlight has been firmly on the wonders of AI, it’s the less exciting infrastructure sitting underneath that can determine success or failure of your CX. The race to agentic CX By 2029, according to Gartner, agentic AI will autonomously resolve a staggering 80% of common customer service issues without human intervention. These powerful systems can instantaneously execute decisions across workflows, promising hyper-personalized CX and real-time assistance, not to mention major productivity gains. No wonder the pressure is on to deploy agentic AI, demonstrate value and show the board something impressive. Budgets are being approved, vendors shortlisted and powerful AI is rapidly rolled out. Yet months later, many companies find themselves asking an uncomfortable question: why isn't agentic AI delivering what was promised? The AI hidden trap? Computer Telephony Integration (CTI) rarely makes headlines in discussions about AI transformation. CTI is the infrastructure layer that connects your phone systems, digital channels, CRM systems and contact center routing. The pressure to deliver results from AI is exactly what leads many companies into a trap. When you deploy AI tools into environments built over 15-20 years, you are effectively asking an intelligent system to operate within fragmented, complex and monolithic routing architectures. Then, rather than eliminating these problems, AI exposes them. So if you think your AI journey has stalled, it may not be due to AI itself. Instead, it could be an issue with your infrastructure: in other words, your CTI. Legacy issues: technical debt The reality is that in any typical contact center today, a significant proportion of configurations (vector directory numbers, vectors, skills) could be unused or redundant. This is ‘technical debt’ that has been inherited through mergers, accumulated through years of workarounds, or simply forgotten. Legacy CTIs are often monolithic and tightly coupled with existing PBX or CRM systems. Crucially, they lack the modern APIs or real-time event streaming that AI services require to function effectively. To bridge this gap, organizations are forced to build custom adapters, rely on heavy middleware, and create complex data enrichment pipelines just to make their call data usable for AI models. Ultimately, this skyrockets integration complexity, introduces latency, and drives up operational overhead. Think of your AI as a brand-new Ferrari. Now imagine driving it on a crumbling gravel road full of potholes. That road could be your existing CTI. The impacts of technical debt on AI transformation can be summarized as two problems. 1. the data problem To achieve its objectives, agentic AI requires context, which means accessing the right data, at the right time, routed to the right place. Before it can do anything useful - resolve an issue, personalize a response, route a call intelligently - it needs to know who the customer is, what they've done before, and what they're likely to need now. Typically, legacy CTI makes this context awareness nearly impossible. Voice, chat and CRM data probably live in disconnected silos. By the time a customer reaches an AI-assisted agent, the system may already be working blind. 2. the agility problem Legacy CTI systems simply were not built for AI-powered innovation, which is by nature highly iterative and fast-paced. In traditional architectures, modifying routing flows may require complex reconfiguration. Introducing a new IVR path can take weeks. Integrating a new AI module requires customized development. What is required to test changes risks operational disruption. All this hinders experimentation and causes delays that, in a competitive market, carry strategic risk. There is also the resourcing burden: research by IDC found that managed technical debt can consume 20–40% of development time, diverting resources away from modernization and innovation. Assessing your modernization options In the face of these challenges, companies often consider two options: either full replacement of their existing CTI and contact center systems or a "lift-and-shift migration" to the cloud. Both approaches have their pros and cons. While a full replacement might sound like a clean slate, replacing core telephony and routing systems brings risks related to migration and the potential for service disruption – including having to rebuild complex routing configurations and revalidate compliance and security. For more complex enterprises this can take 12–24 months, during which innovation stalls. Lift-and-shift (in other words, migrating "as is" into a cloud environment) improves hosting flexibility and cost optimization, but it does not eliminate inherent complexity, fragmentation, redundant routing logic and hard-coded workflows. The good news is that a more pragmatic approach is possible – which is to introduce a cloud orchestration layer that sits above or alongside existing telephone systems. This decouples AI enablement (including routing logic, channel orchestration and data integration) from the constraints of legacy. Solving the data problem AND the agility problem This new cloud orchestration layer uses APIs to integrate data across every channel in real time so that the AI has immediate and comprehensive customer context at every touchpoint. This immediately solves the data problem. It’s what can transform AI from a rote-response bot into an intelligent real-time copilot that augments your agents to enhance your CX, rather than frustrating your customers. What’s more, the cloud orchestration layer is "AI native", which means that it integrates seamlessly with AI systems. As a result, agentic AI tools can be tested, iterated, rolled out and updated very fast. At Konecta, we have seen that moving to a cloud-native CTI layer can reduce time-to-market by more than 40%. This agility matters because agentic AI is not a one-off deployment; it's a continuous process of prototyping, learning and scaling what works. Blueprint to modernize in three stages With an orchestration layer in place, it’s become easier to unlock the benefits of AI that leaders have come to expect. But don’t expect a "big bang" that delivers everything at once. Instead, think of modernization in three stages. Each yields measurable outcomes, as we are already seeing at Konecta through working with different types of customer operations, including a consumer goods company, a utility provider and a public social insurance company. - Foundation: stabilize and decouple. This is about migrating away from hardware dependencies, cleaning redundant routing logic, establishing API-accessible orchestration and ensuring operational continuity. Even now, companies often see improved system stability and cuts in infrastructure costs of 40%. - Intelligent augmentation: orchestrate and enhance. This includes integrating AI copilots into agent workflows, automating high-volume low-complexity interactions, and introducing performance analytics. Outcomes include reductions (around 25-30%) in handling times, with and around 30-50% process automation. - Scalable automation and personalization: future-proof progression. This is about expanding autonomous resolution and hyper-personalization, plus orchestration into back-office workflows. Now automation is systemic, with lower cost to serve, enabled for instance by a 60% shift to digital channels, even as customer satisfaction stabilizes or increases. What now? If you’re looking at your ROI, before investing further in AI, it is worth assessing whether your infrastructure is ready for it. Questions for your technology and infrastructure team could include: how many routing objects in our CTI environment are unused or undocumented? How long does it take to implement a routing change? Can our AI access real-time, cross-channel customer context? Is our architecture event-driven or batch-dependent? What percentage of AI-assisted interactions still require manual escalation? Are routing logic and telephony tightly coupled? Experience shows that adding powerful AI into an existing legacy can amplify existing problems. It wastes time, squanders budget and introduces risk you didn't account for. Don't just buy AI to fix your customer experience. Fix your infrastructure to unlock your AI. Is your existing technology standing in the way of your AI strategy? See how Konecta’s CX modernization solutions deliver the foundation you need for real, measurable transformation. Q&A How does legacy CTI technical debt directly reduce the ROI of Agentic AI deployments? Legacy CTI creates latent data silos and slow integration loops that restrict AI performance. When agentic models cannot query real-time CRM and telemetry data due to batch processing or rigid PBX rules, they default to generic fallback responses. Furthermore, engineering teams waste 20% to 40% of their bandwidth building custom adapters and maintaining fragile middleware instead of tuning AI models, driving up total cost of ownership. Why is a cloud orchestration layer preferred over a lift-and-shift migration for AI readiness? A lift-and-shift migration moves existing technical debt, fragmented routing logic, and redundant VDNs directly to the cloud without solving the underlying architectural bottlenecks. Conversely, a cloud orchestration layer sits on top of legacy telephony, using APIs to decouple routing and data access from underlying PBX systems. This provides instant cross-channel customer context to agentic AI while avoiding high-risk, 12-to-24-month rip-and-replace deployments. What technical capabilities must CTI infrastructure possess to support autonomous Agentic AI? To support autonomous resolution, CTI infrastructure must feature event-driven, API-first architecture capable of real-time data streaming across voice, chat, and CRM channels. It requires low-latency event triggers to execute mid-call actions, dynamic routing decoupled from rigid skills-based vectors, and instant bidirectional sync with agent copilots. Without real-time event streaming, agentic systems cannot maintain the multi-turn context required to resolve complex customer workflows autonomously. How can enterprise contact centers secure customer data when connecting legacy CTI to Generative AI? Security is maintained by decoupling data extraction from core telephony through an API-managed cloud orchestration tier. This layer enforces real-time redacting of PII/PHI, tokenization, and strict role-based access controls before data reaches LLM context windows. By avoiding hardcoded integrations directly into legacy PBX/CRM databases, organizations create a centralized compliance checkpoint that enforces regional regulatory standards (such as GDPR, HIPAA, or PCI-DSS) across all AI-driven workflows. What key operational metrics measure the success of CTI modernization for Agentic AI? Modernization success is evaluated using both technical and operational KPIs. Key indicators include time-to-market for routing changes (target: >40% reduction), average handle time (AHT) reduction (target: 25–30%), self-service process automation (target: 30–50%), and infrastructure maintenance cost savings (target: up to 40%). High autonomous resolution rates alongside stable or rising customer satisfaction (CSAT) confirm that agentic AI has achieved real-time context integration. ### Konecta joins United Nations Global Compact initiative to transition 100 global suppliers toward sustainability URL: https://konecta.com/news-insights/news/konecta-joins-united-nations-global-compact-initiative-to-transition-100-global-suppliers-toward-sustainability Published: 2026-03-18 Building a sustainable and resilient supply chain is becoming a key priority for companies facing increasing ESG requirements and regulatory pressure. Through its participation in the United Nations Global Compact’s Sustainable Suppliers program, Konecta is supporting the transition of 100 global suppliers toward more responsible and transparent practices. The UN Global Compact Sustainable Suppliers initiative (part of the broader UN Global Compact framework) is a global training program designed to help suppliers, particularly SMEs, align with international sustainability standards. It provides practical guidance to translate ESG commitments into operational actions across the value chain. Driving sustainability through education At the core of the program is a structured six month training journey running from March to September 2026. It enables suppliers to align with the Ten Principles of the UN Global Compact, covering human rights, labor standards, environmental protection, and anti corruption. For clients and partners, this means working with a supply ecosystem that is progressively better equipped to meet global ESG expectations, reduce risks, and ensure consistent service quality across markets. The 100 participating suppliers reflect a diverse international footprint across Argentina, Brazil, Chile, Colombia, Spain, USA, France, and Peru. Tangible benefits across the value chain The program focuses on practical challenges that directly impact business performance and sustainability: - Scope 3 emissions: enabling suppliers to measure and reduce their carbon footprint, contributing to lower emissions across the entire value chain - Sustainable business practices: integrating ESG criteria into daily operations - SDG alignment: connecting business activities with the UN Sustainable Development Goals Upon completion, participating suppliers and members receive official recognition from the UN Global Compact, strengthening their ability to meet client expectations in an increasingly sustainability driven market. From compliance to long-term resilience As regulations such as the Corporate Sustainability Due Diligence Directive (CSDDD) continue to evolve, companies are expected to ensure greater transparency and accountability across their supply chains. Programs like Sustainable Suppliers help build more resilient, compliant, and future-ready ecosystems, where partners share common standards and capabilities. By supporting supplier development at scale, this initiative contributes to more sustainable operations, stronger partnerships, and long term value creation across the entire value chain. ### How to turn insurance claims into competitive edge with human-centric agentic AI URL: https://konecta.com/news-insights/blogs/how-to-turn-insurance-claims-into-competitive-edge-with-human-centric-agentic-ai Published: 2026-03-10 With the right design and deployment, agentic AI can transform insurance claims from a cost center into a powerful customer loyalty driver. In insurance, every claim is the moment when your brand promise either delivers or breaks down. Policyholders rarely remember the cost of their premium or the fine print of their coverage. What they remember is what happened when something went wrong: after the accident, the storm, the theft, or the medical emergency. In those moments, customers look to their insurer for speed, clarity and empathy. In a market where switching is easier than ever, how you respond can define whether they stay or leave. Consumer research in 2025 found that 83% of consumers would switch insurance providers as the result of a poor claims experience. Claims transformed? Not yet For years, insurers have invested heavily in digital transformation. Yet even today, many claims journeys can feel fragmented. Customers still repeat information across channels and wait, sometimes for days, for status updates. The result is friction, and friction erodes customer trust faster than any price increase ever could. According to industry data, claims handling accounted for by far the most (62.4%) of insurance customer complaints in 2024. So where do the real challenges lie, and how can agentic AI help? The problem isn’t volume. It’s complexity Claims challenges are often attributed to volume: catastrophic events, seasonal spikes, and unpredictable surges create operational strain. But the deeper problem is complexity. A single claim touches multiple systems and stakeholders: - Assessing coverage - Running fraud checks - Collecting documentation - Coordinating third parties - Adjusting the claim - Processing payment - all while maintaining compliance. Often, each step exists in its own workflow. Data can sit siloed in disconnected systems with little shared context. That’s why customers experience delays, disconnection and frustration - not because agents aren’t working hard, but because the infrastructure wasn’t built for the customer journey. The new potential of agentic AI Agentic AI creates a genuine opportunity to shift claims from process-centric to customer-centric, coordinating every step around the policyholder, rather than requiring the policyholder to navigate the organization. Customers want responsiveness, but they also want compassion. What agentic AI makes possible is intelligent orchestration – in real time – that breaks down data silos, automates decisions and actions where appropriate, and empowers agents with the tools to do their best work. The goal isn’t fewer interactions; it’s better ones. Insurance leaders are listening. Insurance industry statistics in 2026 reveal that agentic AI adoption is set to rise from 14% to 70% by 2028. Approximately 40% of insurers now report tangible business benefits from AI, with 77% of those benefits linked to productivity gains. What’s more, claims handling is the top target for AI integration, with 67% of industry respondents identifying it as a primary area for improvement. How agentic AI transforms the claims lifecycle First notice of loss: removing the first barrier The first interaction sets the emotional tone for the entire claim. When customers are stressed, they need simplicity, not forms, transfers or long hold times. Instead of asking customers to “file a claim” insurers can ask them to simply describe what happened. Agentic AI-enabled intake can: - Capture claim details through conversational voice or chat - Pre-populate policy and coverage data automatically - Detect urgency and route to the right resource - Provide clear, immediate next-step guidance. The experience becomes supportive, not transactional. Intelligent triage: matching the right path to the right claim Not all claims require the same handling. A cracked windshield should not follow the same process as a major liability event. Agentic AI can evaluate claim characteristics in real time - policy type, loss indicators, historical patterns - and determine the optimal handling path, from straight-through processing for simple cases to adjuster escalation and special investigation of complex ones. This reduces cycle times, improves consistency and compliance, and ensures every policyholder gets the level of attention their claim warrants. Proactive communication: eliminating the "status check" call One of the most common frustrations in insurance is uncertainty. Customers tend to call because they don’t know what’s happening. This drives up queue times, adds strain to contact centers, and degrades the overall experience. Agentic AI-driven engagement enables insurers to: - Send milestone-based updates automatically - Explain next steps in plain, jargon-free language - Anticipate and answer common questions proactively - Provide estimated timelines and manage expectations. When customers feel informed, they feel cared for. And when they feel cared for, they stay loyal - even after a loss. Beyond the claim: building lasting loyalty The claim shouldn’t be the end of the journey: it’s the beginning of retention. AI enables insurers to identify meaningful follow-up opportunities: gathering feedback, pinpointing gaps in coverage, and offering guidance that helps customers better protect themselves. Empowering agents, not replacing them Claims handling is more than just a process. Human agents interpret context, act with sensitivity, and guide customers through some of the hardest moments of their lives. AI should enhance that kind of expertise, not remove it. In real time, AI copilots can equip human agents with: - Relevant policy language surfaced instantly - Summaries of previous customer interactions - Recommended next actions - Auto-generated documentation and call summaries - Compliance flags before they become problems. The result is faster resolution, higher quality and a lighter administrative burden. Agents spend less time searching systems and more time caring for customers. How to scale agentic AI without the technical debt The technology is powerful, but it’s easy to rush the transformation and create more complexity than you started with. The real challenge is moving from AI pilots to enterprise-scale deployment. Working with insurers, we’ve seen three common pitfalls to avoid: - Fragmented point solutions: disconnected "black box" bots across departments create unscalable, unmaintainable messes - Vendor lock-in: proprietary AI toolsets create technical debt as capabilities evolve rapidly - Overlooked governance: leading to problems with data compliance, cybersecurity and explainability of AI decisions. A better approach starts with clarity. Analyze your current customer experience processes, map the business outcomes that matter most, and identify where AI will genuinely drive ROI. From there, define a clear roadmap: - Which processes should remain fully human-led - Which should be AI-augmented - Which should be redesigned as agentic-first from the ground up. Choose solutions that are enterprise-ready, enabling you to minimize time to market and mitigate business risk. Make sure AI observability, security and compliance are built in, not bolted on. And choose a route that gives you agility and future-proofs your agentic AI so that you avoid being caught by the next wave of the AI hype cycle. Why this is urgent Agentic AI gives insurers the ability not just to automate, but to transform every touchpoint on the claims journey, with AI and people working seamlessly together. Customers want faster, simpler, digitally-enabled claims experiences. But they still value human connection in the moments that matter, especially in complex or emotionally charged situations. At Konecta, working with leading insurers, we are already seeing multiple measurable benefits of human-centric agentic AI in claims - including a 40% reduction in claims processing times. Insurers who close the gap between AI pilots and enterprise-scale claims experiences will gain a decisive competitive edge, and earn customer loyalty that lasts. Q&A How does agentic AI integrate with legacy core insurance systems like Guidewire or Duck Creek? Agentic AI operates as an orchestration layer above legacy claims management systems using API adapters, RPA connectors, and event-driven architectures. Rather than replacing core platforms like Guidewire or Duck Creek, AI agents read and write data across disconnected systems, fetch policy details, and update claim statuses in real time. This modular approach modernizes the claims workflow without triggering costly, high-risk core system overhauls. Discover more: https://konecta.com/solutions/customer-experience/cx-modernization How do insurers ensure regulatory compliance and explainability when using autonomous AI agents for claims triage? Insurers maintain compliance by deploying agentic AI with deterministic guardrails, centralized audit logging, and transparent decisioning models. Every AI action such as fraud scoring or straight-through routing is recorded with clear rationale for regulatory reporting. Furthermore, built-in governance frameworks enforce human-in-the-loop overrides for complex or high-risk claims, ensuring compliance with strict regional regulations like the EU AI Act and insurance conduct standards. What specific criteria trigger a seamless handoff from an AI agent to a human claims adjuster? Handoffs occur automatically based on predefined complexity thresholds, emotional sentiment spikes, fraud flags, or high-value loss limits. When a policyholder exhibits distress during conversational FNOL or when a claim requires nuanced liability assessment, the AI agent transfers full context, interaction history, and recommended actions to a human adjuster. This ensures sensitive moments receive human empathy while routine steps remain automated. How does agentic AI differ from traditional automated rules engines in claims processing? Traditional rules engines follow rigid, linear "if-then" scripts that break when handling unstructured data or unexpected customer inputs. Agentic AI uses non-linear reasoning, natural language understanding, and dynamic tool orchestration. It reads unstructured accident descriptions, interprets photos or documents, coordinates multi-system actions, and adapts its workflow based on goal orientation rather than static, pre-programmed decision trees. Would you like to know more?: https://konecta.com/solutions/customer-experience/cx-modernization ### 15 Years of Konecta in Peru: From a founding dream to a global benchmark in transformation URL: https://konecta.com/news-insights/news/15-years-of-konecta-in-peru-from-a-founding-dream-to-a-global-benchmark-in-transformation Published: 2026-03-05 What began in 2011 as an ambitious project in a small office in Lima Cargo City has today consolidated into the most strategic operation in the sector nationwide. Konecta celebrates its 15th anniversary in Peru by honoring an evolution defined by human talent, equity, and an unwavering commitment to technology. A story of unstoppable growth Our journey is measured not only in years but in the impact we have made on thousands of professionals and the trust placed in us by the world’s most demanding companies. Here are the defining moments of our DNA: - 2011: The Origin: We began with a courageous team of 60 employees serving the European market. - 2012: Social Commitment: We launched our Social Responsibility department, sealing historic alliances with the DKV Integralia Foundation and the Pachacútec Foundation. - 2016-2017: Expansion and Merger: Joining forces with Allus Spain allowed us to scale to 9,000 employees and decentralize operations with our first site in northern Peru. - 2020: Resilience and Technology: Amidst a year of global challenges, we obtained ISO 27001 certification and strengthened our AI and Big Data portfolio with the acquisition of Rockethall. - 2022: Global Giant: The Konecta-Comdata merger was finalized, consolidating our presence with 16,000 employees across 9 national sites. - 2024: High-Level Alliances: We launched operations with Netflix, reaffirming our capability to manage iconic brands with the highest technological standards. Our 2026 vision: The tech partner of the future This anniversary finds us at a stage of maturity where we have transcended the traditional BPO model. Today, we position ourselves as the Tech Partner businesses need to navigate the digital era. Our business vision extends beyond execution to high-level consultancy and transformation: - Gen AI & Automation: We integrate Generative AI to optimize processes and humanize technology. - Data-Driven Decisions: We convert data into actionable insights, empowering our clients to make superior business decisions. - Innovation Ecosystem: We co-create customized solutions that blend top-tier human talent with cutting-edge digital tools. Recognition of our culture We have grown not only in numbers but in values. Being ranked 1st in the 2023 Great Place to Work (GPTW) for Women confirms that our priority remains exactly what it was 15 years ago: people. Carlos Gonzalez Country Manager Konecta Perú "Fifteen years ago, we started with a clear goal: to do things right by always putting people at the center. Today, technology only makes sense when combined with the talent and human judgment of our resilient team." Looking toward the future To our clients, who challenge us to raise the bar every day, and to our team—the engine behind every success: Thank you for being part of these first 15 years! We continue to build the future together. ### Konecta strengthens presence in Salvador and announces new job openings and investments at a meeting with Bruno Reis URL: https://konecta.com/news-insights/press-releases/konecta-strengthens-presence-in-salvador-and-announces-new-job-openings-and-investments-at-a-meeting-with-bruno-reis Published: 2026-03-03 Salvador, March 3, 2026 – Konecta, a global leader in Customer Experience (CX) and digital services, held a meeting this Tuesday (3rd) with the Mayor of Salvador to discuss the expansion of operations and social impact actions. The meeting brought together the CEO of the Americas, Mariano Castaños Zemborain, the CEO of Konecta Brazil, Márcio Araújo, and the Municipal Secretary of Development, Employment, and Income, Mila Paes. During the meeting, the company highlighted its strong growth in Salvador since arriving just over a year ago, a period in which it expanded from 215 to 2,500 employees, with projections to reach 5,000 by the end of 2026. The investment in implementing the project in the city totaled R$25 million. The capital of Bahia was recognized by executives as a strategic gateway for Konecta's expansion in the Northeast, a region where the company is conducting a feasibility study for opening new operations. For the CEO of the Americas, Mariano Castaños, the performance of the Bahia operation marks a new chapter for the company in the country. “Salvador has become a fundamental hub for our expansion on the continent. The local talent, the partnership with the public sector, and the region's growth potential give us complete confidence to continue investing in Bahia and to evaluate new units in other northeastern capitals,” he stated. The executive reinforced the importance of the city within the company's global transformation plan, Katalyst 2028, which integrates GenAI into call center operations. “Konecta is accelerating global innovation in customer experience, and Brazil, especially the Northeast, plays an essential role in this trajectory. Salvador is part of the future we are building,” he said. Mayor Bruno Reis highlighted the company's importance to the city. “The arrival and expansion of Konecta represent more jobs, more income, and more skills for our people. Salvador has consolidated itself as a favorable environment for business, and partnerships like this show that we are on the right track,” he stated. The Municipal Secretary of Development, Employment, and Income, Mila Paes, emphasized the company's social role. “Konecta is an example of a company that combines economic growth with productive inclusion. By investing in the training and qualification of young people, it directly contributes to preparing more competitive professionals aligned with the current demands of the market,” she declared. ### One year of Konecta in Salvador de Bahia: A story of growth and regional success URL: https://konecta.com/news-insights/news/one-year-of-konecta-in-salvador-de-bahia-a-story-of-growth-and-regional-success Published: 2026-02-24 One year ago, Konecta initiated a strategic expansion into Northeast Brazil. The goal was to look beyond the traditional hubs and tap into the vast potential of Salvador de Bahia. Today, we celebrate an anniversary defined by rapid scaling and a portfolio of clients that confirms this region as a key pillar for our future growth. Strengthening our footprint in the Brazilian market The move to Salvador de Bahia was driven by a vision to invest in a high-potential talent pool capable of delivering world-class service. The results of the first 12 months prove the success of this geographic strategy: we launched with a team of 215 service positions and, within a single year, have expanded to 1,340. This growth reflects a shared success for Konecta and the local community. With a workforce on track to reach 3,000 professionals in the very near future, the Salvador de Bahia hub represents a cornerstone of our long-term investment. This upcoming milestone reinforces our commitment to creating sustainable career paths and driving economic development across the region. Trusted by market leaders In a short time, this hub has become a trusted partner for national and international brands requiring world-class CX and digital services. The Konecta team in Bahia handles complex, multi-channel operations for market leaders who prioritize quality and operational agility. Our portfolio currently includes: - Aviation and retail: Managing key customer touchpoints for major Latin American players. - Fintech: Supporting one of the most prominent financial technology companies in the country with agile service models. - Healthcare and insurance: Specialized providers who require high-touch, reliable service and precision. Marcio Araújo Country Manager "I am very impressed with everything we have accomplished in this first year in Salvador. Our team is committed to delivering excellent results, and as a consequence, we are seeing this wonderful growth. Our plan is to continue growing in Salvador and expand throughout the Northeast." Empowering growth through Bahian talent Beyond the data, there is a human element to this success. Salvador is world-famous for its hospitality and energy, and we have seen that translate directly into our work. By combining this natural "Bahian" welcoming style with our professional standards, we are offering our clients a different kind of service—one that delivers better results and keeps this expansion moving forward. One year in, it is clear that Salvador de Bahia is more than just a new location; it is a key part of our future growth. ### Konecta breaks into the Top 20 of the Best Places to Work in the world URL: https://konecta.com/news-insights/news/konecta-breaks-into-the-top-20-of-the-best-places-to-work-in-the-world Published: 2026-02-11 Konecta has reached a significant global milestone by securing the 18th position in the Best Places to Work in the World 2025 ranking. This distinction places the company in an elite tier of organizations recognized for maintaining inclusive, high-performing, and supportive work environments. The group’s global ascent - climbing 12 spots from its 30th place ranking in 2024 - reflects a maturing international culture across its operations. This global achievement is underpinned by a track record of regional excellence, including a sixth consecutive year of certification for its operations in Albania. These results validate Konecta’s people strategy, which standardizes professional development and employee well-being across a diverse workforce of 109,000 professionals. By successfully scaling its culture of trust across 28 countries and four continents, the company has demonstrated that it can maintain consistent workplace standards regardless of geography or language. A rigorous, data-driven selection process The company’s standing is the result of a multi-dimensional assessment managed by the Best Places to Work program. This standardized evaluation identifies organizations that surpass traditional metrics to create sustainable workplaces through three primary pillars: - Employee experience validation - HR practices evaluation - Cross-regional benchmarking Strategic alignment: linking employee experience to CX excellence For Konecta, workplace excellence serves as a primary driver of business value. In the CX and BPO sectors, employee experience (EX) is directly correlated with world-class customer experience (CX). This recognition verifies that Konecta’s teams operate in an environment that fosters innovation and quality, providing a reliability benchmark for clients and partners. As the group leads the industry in the adoption of advanced technologies like Generative AI, this cultural foundation remains a fundamental competitive advantage. It ensures that digital transformation is managed by an empowered human team, retaining the empathy and problem-solving skills essential to the sector. Industry standing and global responsibility The 2025 ranking consolidates Konecta’s position as a global benchmark for the BPO and CX industries. This achievement reflects a mature organization that balances operational with the quality of professional life, equipping our people with the tools to grow professionally and personally. Thanks to a solid talent management paradigm Konecta delivered over 11 million hours of training in 2024 thus cultivating a workplace where employees feel valued and empowered and continuing to bridge the gap between technological advancement and human-centric service. ### Konecta and ASAN’AI: Empowering Madagascar’s future through AI and digital excellence URL: https://konecta.com/news-insights/news/konecta-and-asanai-empowering-madagascars-future-through-ai-and-digital-excellence Published: 2026-02-10 Konecta has solidified its role as a strategic partner in ASAN’AI, a major national initiative designed to transform Madagascar’s professional landscape. This program focuses on equipping local talent with high-demand skills in Artificial Intelligence and Augmented Customer Experience, ensuring the workforce is ready for the rapidly evolving digital economy. The ASAN’AI project is a powerful Public-Private Partnership developed in collaboration with the World Bank and the Malagasy government. By bringing together multiple national ministries and key industry players through the GPRC (Groupement des Professionnels de la Relation Clients), the initiative creates an ecosystem where training is directly aligned with the real-world requirements of the Business Process Outsourcing (BPO) sector. Beyond training: A guaranteed career path For Konecta, the value of ASAN’AI lies in its focus on active employability rather than just theoretical schooling. This is a structured pipeline into the professional world, where the curriculum is specifically designed to meet current market standards. This ensures that the 1,300 young talents participating in the program move seamlessly from their certified training into sustainable roles within the industry. By co-designing these training pathways, Konecta ensures that learners gain mastery over the exact tools and AI integrations used in modern customer experience management. This approach eliminates the gap between academic learning and professional expectations, providing participants with a clear and direct route to long-term employment. Strengthening the digital ecosystem ASAN’AI is part of a broader vision to build a more inclusive and resilient professional environment in Madagascar. Supported by the World Bank, the program offers more than just technical instruction; it provides a foundation for long-term career growth through several key pillars: - Professional certification: Graduates receive formal recognition from the Ministry of Technical Education and Vocational Training, validating their expertise. - Specialized skill sets: The curriculum is centered on AI data annotation, digital literacy, and multichannel CX management - skills that are in high demand globally. - Economic resilience: By investing in local expertise, the initiative drives responsible growth and enhances the country's collective digital infrastructure. Commitment to local talent and global standards Konecta’s participation in this alliance reflects a deep commitment to social impact and education. By fostering local expertise, we are not only supporting the growth of our own operations but also contributing to the overall competitiveness of Madagascar as a premier destination for global digital services. This collaboration stands as a testament to what can be achieved when the public sector, international financial institutions like the World Bank, and private industry leaders unite to invest in the potential of the youth. ### Konecta joins the EU AI Pact to shape the future of trustworthy AI URL: https://konecta.com/news-insights/news/konecta-joins-the-eu-ai-pact-to-shape-the-future-of-trustworthy-ai Published: 2026-01-29 Konecta has formally adhered to the European Union’s Pact for Artificial Intelligence, reinforcing its dedication to the development of a secure and transparent digital ecosystem. By joining this landmark initiative, the company integrates into a collaborative framework promoted by the European Commission alongside other global industry leaders to advance the best practices and procedures defined by the EU’s regulatory vision. This commitment supports Konecta’s technological evolution and remains fully aligned with the community's emerging standards for innovation and ethical governance. The AI Pact is a strategic initiative designed to foster the early adoption of the EU AI Act’s core pillars. By participating, Konecta commits to a robust AI governance strategy, the rigorous identification and mapping of high-risk systems, and the promotion of AI literacy across its global operations. Strategic leadership in Agentic AI The decision to join the Pact comes at a pivotal moment as Konecta accelerates the development of its Agentic AI solutions. Given the move toward advanced autonomous systems, the company is prioritizing a framework where every agent is built upon a foundation of human oversight, transparency, and safety. This proactive participation with the European Union helps ensure that Konecta’s AI roadmap remains at the forefront of regulatory excellence and technical reliability. Building foundations of trust For Konecta’s 500+ global clients, particularly those in highly regulated sectors such as banking, insurance, and utilities, this milestone provides an essential external trust signal. It reinforces Konecta’s position as a provider of reliable, ethical technology . Key commitments under the AI Pact: - Adopting governance strategies: Implementing internal frameworks to foster the uptake of AI while ensuring future compliance. - High-Risk system mapping: Proactively identifying and managing AI systems that fall under high-risk categories to mitigate potential impacts. - Responsible innovation: Upholding voluntary pledges regarding transparency and human-centric design for next-generation automated assistants. By signing the AI Pact, Konecta confirms its role as an active contributor to the responsible adoption and development of AI in Europe, ensuring that its innovative hybridization of human talent and AI agents continues to set the standard for the global CX industry. ### Carbon Disclosure Project: Konecta improves to B rating in 2025 URL: https://konecta.com/news-insights/news/carbon-disclosure-project-konecta-improves-to-b-rating-in-2025 Published: 2026-01-13 Konecta has advanced its environmental transparency by earning a B rating in the 2025 Carbon Disclosure Project (CDP) Climate Change assessment. The rating reflects measurable progress in managing climate-related impacts and implementing effective decarbonization strategies. This achievement strengthens Konecta’s credibility with clients, partners, and investors, proving that sustainability remains at the core of our business strategy. Why CDP matters for companies and investors The Carbon Disclosure Project is widely recognized as the global benchmark for environmental transparency. Through voluntary disclosure aligned with frameworks such as the Task Force on Climate-related Financial Disclosures (TCFD), CDP enables companies to report consistent, decision-useful climate data. Institutional investors who integrate ESG considerations into their strategies rely on CDP information to assess climate exposure, governance quality, and long-term resilience. As a result, CDP ratings are increasingly used in procurement, financing, and partnership decisions. Konecta’s 2025 CDP performance Konecta has participated in the CDP Climate Change questionnaire since 2013. In the 2025 cycle, the company achieved a B rating, corresponding to the “Management” level of CDP’s scoring framework, which recognizes companies that actively implement climate actions and track progress. This confirms that Konecta’s climate efforts are supported by defined processes, governance structures, and emissions management initiatives. The company’s goal is to continue improving its CDP score and overall climate performance year after year, reinforcing a trajectory of continuous progress in environmental transparency and action. How Konecta drives climate action Anabel Garcia Aganzo Head of Climate Change, Risks and Compliance at Konecta "Our B rating reflects the hard work and commitment of our teams worldwide. It motivates us to push further toward leadership in environmental transparency and resilience." Konecta’s CDP Climate Change disclosure covers the measurement and management of: - Scope 1 emissions: Direct emissions from sources owned or controlled by Konecta - Scope 2 emissions: Indirect emissions from purchased electricity, heat, or steam - Scope 3 emissions: Relevant indirect emissions from activities in the company’s value chain, such as business travel, commuting, or outsourced services Climate considerations are increasingly embedded into governance and decision-making processes, supporting risk management and long-term planning. Continuous improvement remains a central focus, with the ambition to align more closely with international standards and future science-based targets. Konecta’s improved CDP rating is a milestone in a longer sustainability journey. The company remains committed to strengthening its climate strategy, improving data quality, and advancing toward leadership-level performance in future Carbon Disclosure Project assessments. Learn more about CDP ### Konecta appoints Joe Schweitzer as General Manager for the English-Speaking Market URL: https://konecta.com/news-insights/news/konecta-appoints-joe-schweitzer-as-general-manager-for-the-english-speaking-market Published: 2026-01-12 Konecta has announced the appointment of Joe Schweitzer as General Manager for the English-Speaking Market (ESM). In his new role, Joe Schweitzer will assume full strategic and operational leadership for Konecta’s English-speaking markets, including the United Kingdom, United States, India, and South Africa. He will be responsible for driving commercial growth, strengthening market presence, and overseeing the continued development of high-performing teams across the region. Joe brings more than 25 years of experience leading large-scale, global operations across multiple industries with extensive knowledge of digital transformation. Throughout his career, he has demonstrated a strong ability to build effective teams, optimize complex operations, and deliver measurable outcomes for clients and businesses alike. This appointment supports Konecta’s continued focus on strengthening its regional leadership structure and accelerating growth across key global markets, while maintaining its commitment to operational excellence, customer experience, and people-first leadership. ### The AI tsunami hitting BPO: 5 counter-intuitive truths about an industry on the brink URL: https://konecta.com/news-insights/blogs/the-ai-tsunami-hitting-bpo-5-counter-intuitive-truths-about-an-industry-on-the-brink Published: 2026-01-07 AI isn't just reshaping work; it’s rewriting the Business process outsourcing (BPO) blueprint. While many see disruption as a threat, we see the foundation for a fundamental reinvention. The headlines are everywhere: a new wave of AI is set to reshape work and upend industries. BPO, built on a foundation of human labor, is often cast as ground zero for this disruption. The received wisdom is simple: intelligent machines will replace swathes of human agents, and a multi-billion-dollar industry will be forever changed. But that story, while compelling, is a distraction. The real revolution isn't what's happening on the front pages. It's being shaped behind the scenes as a new competitive blueprint. Here's an insider's look at how BPO’s key players are planning to navigate AI disruption. This strategy is far more complex than simply replacing people's jobs. It's a fundamental reinvention of the industry’s value proposition, competitive landscape and economic model. We see five truths − core pillars of this new blueprint − that reveal the counter-intuitive reality of an industry on the brink of its next evolution. Truth 1: AI makes everyone look the same: execution is the new edge For decades, BPO providers differentiated themselves through their unique combination of services, expertise, resources and footprint. That era is over. The industry is now evolving as an "isomorphic market", meaning all major players are converging on near-identical offerings. Scan a few BPO leaders' websites and you will see remarkably similar technology platforms, GenAI capabilities and related advisory services. When every competitor leverages the same powerful AI tools, traditional differentiators become obsolete. Perhaps surprisingly, technology itself ceases to be the differentiator. The new competitive advantage isn't about what you offer, but how well you deliver. The winners are those that can prove they are measurably better, faster and cheaper than everyone else. This relentless focus on execution creates a paradox that can be terrifying for incumbents. Truth 2: The biggest threat isn't the new tech − it's protecting the old business Here's the central paradox for incumbent BPO providers: the very AI that promises unprecedented efficiency also threatens to cannibalize traditional revenue streams. Every process automated reduces the need for billable human agents, the Full-Time Equivalents (FTEs) who have long formed the economic backbone of the industry. The real danger isn't failing to adopt AI, but attempting to layer this transformative technology onto legacy business models designed to sell human time. Companies that try to have it both ways (offering AI innovation while simultaneously protecting their old, seat-based revenue) risk losing credibility and market share. We've seen this story before: think of cloud versus on-premises, digital versus physical channels, or electric vehicles versus traditional cars. While internal pressure to protect old revenue may be intense, the external opportunities are unmissable (see truth 3 below). But let's be clear: this is a continuum, not a cliff. BPO clients are at varying stages of maturity and human-led operations remain essential for the foreseeable future. AI works best through a hybrid approach − empowering people rather than replacing their quintessentially human traits and talents. Clients will always want the advantages that BPOs bring in terms of efficiency, CX excellence, scale, compliance and industry expertise. The value of responsible BPO companies lies in optimizing what they deliver for their clients while simultaneously building next-generation services powered by both human and digital agents. Truth 3: The market isn't dying, it's exploding by over 10x Given the rise of automation, it would be logical to assume the BPO market is shrinking. The reality is the exact opposite. According to studies by McKinsey and Gartner, the data illustrates a dramatic expansion: - The traditional BPO market has a ceiling of approximately $130 billion. - Expanding into digital services areas like CRM modernization adds another $360 billion, bringing the total market to $490 billion. - Extending AI into mid & banck office processes and functions like Finance and HR unlocks an additional $560 billion, pushing the total market to over $1 trillion. - Most profoundly, agentic AI makes complex internal processes outsourceable for the first time, unlocking estimated new potential of $300-$500 billion. AI isn't just changing how work gets done; it is fundamentally expanding the scope of what can be delivered as a service. This shift is no longer optional but arguably the only credible path to sustainable growth and margin expansion. Truth 4: Clients don't buy "AI", they buy solved problems While the BPO industry may be buzzing with possibility, clients themselves remain refreshingly pragmatic. They aren't buying technology for technology's sake; they are buying solutions to their most pressing business challenges. A Gartner survey of service buyers confirms this. When asked to rank their considerations for choosing a provider, the number-one factor wasn't flashy technology. It was simply which provider "best meets our stated requirements". This focus on practical outcomes is shifting customer conversations from "how many agents can you provide?" to "how can you help me address my jobs to be done?". Grounding AI hype in reality, providers must move from promising technological capabilities onto delivering tangible results. And because clients now exclusively buy solved problems, the only logical economic model is one that pays for those results. Truth 5: The entire business model is flipping from selling time to selling results The most fundamental change driven by AI is the complete rewiring of the industry's economic engine. The traditional commercial model, built on "seat-based" or "FTE-based" contracts where clients pay for people's time, is becoming obsolete in an automated world. The new model emerging is outcome-based pricing. Instead of billing for labor, providers are paid for delivering specific, measurable results. Contracts are increasingly being rewritten to pay providers based on concrete outcomes, such as per sale, per resolution, per retained customer, or per fraud prevention. This does more than just change invoices; it transforms the relationship between provider and customer into true partnership. When providers are remunerated for creating value, their incentives are perfectly aligned with their clients’ success. A new blueprint for value The tsunami of AI in BPO isn't a simple story about replacing jobs. Rather, this new and exciting competitive blueprint is built on a logical progression of fact. The commoditization of technology (1) creates an innovator's dilemma (2) that can only be solved by seeking a vastly larger market (3). Tapping into that new market requires a laser focus on customer problems (4), which in turn demands a new economic model based entirely on delivering results (5). This is more than a technological shift: it is a fundamental reinvention of value. What hasn’t changed is the companies who succeed are the ones who truly understand each customer’s business problems and ambitions. The role of responsible BPO providers is to guide and support clients who are also navigating fundamental shifts. The question for BPO leaders is no longer "what is your AI strategy?" but "how will you prove you can deliver?". Ready to flip your model? See how Konecta’s AI-ready solutions deliver results, not just hours. Q&A How does the shift from billable hours to outcome-based pricing impact enterprise BPO contracts? Outcome-based pricing shifts vendor remuneration from logged agent hours to measurable business KPIs, such as resolution rate, customer lifetime value, or cost-per-resolution. Enterprise buyers gain predictable ROI and risk-sharing, while BPO partners are incentivized to deploy efficient GenAI automation. Contracts require clear baseline metrics, real-time analytics transparency, and shared-gain structures to ensure both parties benefit from operational efficiencies. How should enterprise leaders evaluate BPO vendors when AI platforms become commoditized? When GenAI capabilities become standard across BPO providers, evaluation must pivot from toolsets to execution capabilities. Leaders should assess vendors on integration speed, domain expertise, data governance, agent orchestration, and proven ability to manage complex exception handling. Prioritize partners with robust change management frameworks, outcome-aligned pricing, and track records in seamlessly blending human empathy with agentic AI workflows. What role do human agents play in an AI-first BPO delivery model? Human agents transition from handling repetitive, high-volume transactions to acting as specialized domain experts, high-empathy problem solvers, and AI managers. In an AI-first model, GenAI handles routine tier-1 inquiries, while humans resolve complex edge cases, manage escalations, and fine-tune AI model accuracy. This human-in-the-loop architecture elevates employee experience, improves retention, and drives higher customer satisfaction. How can enterprises manage AI governance and compliance risks when scaling BPO automation? Managing risk requires establishing transparent AI architectures, strict data isolation, and continuous auditing mechanisms. Enterprise BPOs must enforce compliance standards like GDPR and ISO certifications while integrating guardrails against AI hallucinations and data leaks. Partnering with providers committed to trustworthy frameworks, such as the EU AI Pact, ensures automated customer interactions remain secure, compliant, and aligned with brand guidelines. Why does AI automation expand the Total Addressable Market (TAM) for BPO services? AI dramatically lowers the cost floor for complex process automation, making sophisticated outsourcing viable for previously unserviceable mid-market processes and niche workflows. Rather than shrinking the market through efficiency gains alone, AI allows BPO providers to solve broader end-to-end customer journey challenges, orchestrate complex workflows, and tap into non-traditional business segments at accessible price points. ### Konecta earns ISG Star of Excellence™ 2025 for Operational Excellence and Innovation URL: https://konecta.com/news-insights/news/konecta-earns-isg-star-of-excellence-2025-for-operational-excellence-and-innovation Published: 2026-01-05 Konecta has been recognized as ISG Star of Excellence™ 2025, a distinction awarded by ISG and grounded in direct client feedback, including insights from DIRECTV partner. The recognition highlights service providers that consistently deliver value, innovation, and operational excellence in complex, real-world environments. For Konecta, this recognition reflects a proven ability to turn operational complexity into clarity and translate strategic ambition into measurable customer and business impact. Download the report. The story behind the recognition Across Latin America, DIRECTV was navigating a period of profound transformation. Its customer operations extended across multiple countries and a wide mix of voice, digital, social, and written channels, supporting hundreds of campaigns with different local realities and customer expectations. At the same time, the organization was evolving its structure and redefining how customer operations should support long-term growth. In this context, DIRECTV began transitioning from a large internal contact center model to a fully externalized operation. The objective was not only to scale, but to modernize, unify fragmented processes, and strengthen resilience, all while maintaining service continuity and customer experience. The focus throughout the transformation remained on impact: improving experience, optimizing efficiency, and building an operating model that could evolve with the business. To deliver on that ambition, the work was structured around a set of clear, interconnected work streams. Each one addressed a specific dimension of impact, while reinforcing the others. What follows is how those work streams came together in practice. 1. Unifying fragmented operations Customer Experience improvements started with simplification. Previously disconnected service channels were unified under a single, scalable CX operating model. By consolidating data, standardizing workflows, and aligning service logic across countries, DIRECTV gained more consistent customer journeys and faster resolution times across voice, digital, social, and written channels. 2. Embedding data into daily decisions Efficiency gains were driven by making data actionable. Analytics were integrated into workforce planning, performance governance, and operational reviews, allowing teams to optimize capacity, reduce waste, and improve productivity without compromising service quality. 3. Applying AI where it delivers value AI-powered speech analytics transformed quality management from a manual, sample-based process into a continuous, automated capability. This enabled more accurate monitoring, reduced handle times, streamlined after-call work, and supported targeted coaching across multiple languages and markets. 4. Designing an operating model that adapts The same structure also supported resilience. When organizational and external disruptions emerged, the operating model allowed for a rapid shift to remote and hybrid work. Technical enablement and redesigned workflows ensured service continuity and operational stability during periods of uncertainty. What changed for DIRECTV The transformation delivered tangible and sustained outcomes across experience, efficiency, and control: - 100% of customer operations externalized, with KPIs and service levels maintained - Cost optimization delivered through improved workforce planning and streamlined processes - Customer experience strengthened, supported by faster response times and more consistent service quality - Operational visibility enhanced, enabled by unified data and accurate reporting - Resilience embedded across all markets and delivery models - These results reflect long-term operational impact rather than short-term improvements. Why ISG recognized Konecta ISG’s assessment highlights the combination of capabilities that enabled this transformation. Konecta brings operational agility, deep contact center expertise, and a technology-forward approach to help enterprises build a unified, scalable, and CX-driven customer operations model. The recognition points to Konecta’s ability to manage large, multi-country operations while embedding AI and analytics into everyday delivery, supported by transparent collaboration and strong cultural alignment with clients. Why this matters now Customer operations are playing an increasingly central role in how enterprises differentiate, control costs, and respond to rising customer expectations. Organizations are looking for partners that can integrate AI responsibly, scale across markets, and bring clarity to complex operating environments. This recognition confirms Konecta’s role as a partner capable of supporting that evolution with consistency, accountability, and a future-oriented mindset. Download the report. ### Konecta achieves external verification of its carbon footprint and accelerates its path to Net Zero 2040 URL: https://konecta.com/news-insights/news/konecta-achieves-external-verification-of-its-carbon-footprint-and-accelerates-its-path-to-net-zero-2040 Published: 2025-12-23 Konecta has taken a decisive step forward on its journey to Net Zero 2040. AENOR, one of the world’s most respected certification bodies, has successfully verified our group carbon footprint data for 2023 and 2024, confirming the strength and accuracy of our internal processes. This milestone reinforces our clients’ trust and strengthens our long-term commitment to transparency and sustainability. Why this verification matters Validating the accuracy of emissions data is a crucial step to ensure that numbers reflect reality. For Konecta, this meant coordinating a massive data effort across 26 countries, aligning methodologies, and ensuring rigorous internal controls. People were at the heart of this achievement: every country team contributed, from data collection to project coordination and operational execution, making this milestone a truly collective success. The goal was clear: avoid any form of greenwashing and deliver trustworthy, traceable climate reporting. By securing this external verification, we are establishing an annual global practice starting this year. This initiative further strengthens transparency across the Group, building on the rigorous verification processes already in place in several countries. The results: Data that speaks for itself Our emissions profile shows strong, measurable progress compared with 2022: - Scope 1: –47.68% - Scope 2 (market-based): –20.77% - Scope 2 (location-based): –19.40% - Scope 1 + 2 (combined): –27.58% - Scope 3: –30.60% - Physical intensity per employee: –30.33% Energy efficiency also moved in the right direction: - Energy consumption: –5.71% - Renewable energy use: from 24% to 30% These numbers reflect concrete decisions, investments, and coordinated work across teams and geographies. A shared vision Anabel García Aganzo Global Head of Climate Change, Risks & Compliance “This verification reflects who we are: a company that acts with integrity and wants to play an active role in building a sustainable future. The data is solid, the progress is visible, and our ambition is long-term.” People are at the core of this achievement. Every country team contributed, from data collection to project coordination and operational execution, making this milestone a truly collective success. Transparency, action, future Aenor’s verification is not an endpoint; it marks the beginning of a new phase. Konecta will continue to reduce emissions, expand renewable energy use, and invest in technologies, including AI, to accelerate efficiency. With annual verification, clear data, and measurable commitments, we choose a sustainability path that is responsible, credible, and future-ready. The future we’re building is transparent, ambitious, and real. And we’re already making it happen. 📌Dive deeper into our progress and initiatives in the Konecta Sustainability Report 2024. ### Konecta supports Teletón 2025 in Chile URL: https://konecta.com/news-insights/news/konecta-supports-teleton-2025-in-chile Published: 2025-12-22 Konecta took part in the Teletón 2025 campaign in Chile, supporting one of the country’s most important social initiatives focused on rehabilitation and inclusion for children and young people with motor disabilities. The Konecta team in Chile actively contributed through internal engagement activities, volunteering, and collective fundraising. A country moving together The annual fundraising event, known as the “27 hours of love”, took place on November 28 and 29, 2025, bringing together television networks, institutions, companies, and citizens around a shared cause. For the Konecta team in Chile, participating in Teletón is not a one-off action. It is a natural extension of our values: collaboration, empathy, and responsibility toward the communities we serve. Key figures behind the event Konecta’s involvement focused on internal awareness, employee engagement, and fundraising initiatives coordinated by the local team. Employees across different locations participated on a voluntary basis, contributing time and resources to support the campaign. A significant milestone of the 2025 edition was the role of the Teletón Child Ambassador, Alan García, whose connection to a Konecta collaborator further strengthened employee engagement and internal participation. During October and November 2025, the following activities were carried out: - 128 volunteer hours contributed by employees over an eight-week period - 32 additional hours dedicated by the Inclusion and Communications teams - 160 total hours invested in the Konecta/Teletón 2025 campaign All financial contributions were made voluntarily by employees, according to individual preferences and possibilities, reflecting a strong collective commitment. Official donation and recognition The total amount raised during the internal campaign was officially donated on Saturday, November 29, during the live broadcast from the Teletón Theater. Konecta was represented by Marisol Galaz, Inclusion Coordinator, and Gilda Gaete, Konecta collaborator and mother of the 2025 Child Ambassador, marking a key moment of participation in the national event. Through its participation in Teletón 2025, Konecta reaffirmed its commitment to social responsibility, inclusion, and community engagement. The initiative reflects how coordinated efforts and employee participation can contribute to meaningful social impact. ### Konecta and Centra Technologies sign strategic partnership to advance Egypt’s digital Transformation Agenda URL: https://konecta.com/news-insights/news/konecta-and-centra-technologies-sign-strategic-partnership-to-advance-egypts-digital-transformation-agenda Published: 2025-12-17 Konecta and Centra Technologies have formally entered into a strategic partnership in Egypt, uniting two organizations with complementary strengths and a shared ambition to deliver high-impact digital transformation initiatives across Egypt. A wholly owned subsidiary of Telecom Egypt, Centra Technologies has been a trusted delivery partner for critical national and enterprise programs since 2002. Its track record includes the successful implementation of mission-critical platforms and infrastructure, spanning border control systems, the national e-Visa platform, secure data centers, AI platforms, smart city solutions, and advanced telecom systems. With deep institutional relationships, strong financial capabilities, and a disciplined delivery model, Centra has played a central role in enabling secure and scalable digital ecosystems across the country. This partnership focuses on delivering large-scale digital transformations that matter. We are integrating Next-Gen solutions, ranging from cybersecurity and smart city technologies to advanced GenAI platforms, to build a more connected and secure nation. With Centra’s 20-year track record as a trusted subsidiary of Telecom Egypt and Konecta’s global tech stack, this alliance offers unmatched reliability and a future-ready mindset. We are committed to scalable, sustainable growth, ensuring that Egypt’s infrastructure is not just functional, but intelligent and resilient. Setting the pace for national innovation Egypt is at a digital crossroads, and the demand for secure, AI-integrated systems has become a necessity for national growth. By uniting Centra’s local delivery power (the backbone of critical platforms like the national e-Visa) with Konecta’s cutting-edge digital CX, we are doing more than just following a digital agenda; we are setting the pace. This alliance acts as a collaborative engine where Centra provides the mission-critical infrastructure and Konecta injects the intelligence needed to thrive in a digital-first world. Everything we do is underpinned by a strict governance framework that meets international quality standards. We believe in creating long-term value through excellence in execution and a human-centered approach to technology. Together, Konecta and Centra are delivering the future-oriented solutions Egypt needs to compete on a global stage. This is where innovation meets impact. By combining Centra Technologies’ role as Egypt’s leading digital infrastructure integrator with Konecta’s global technology and CX expertise, this strategic partnership strengthens the ability of both organizations to support Egypt’s digital transformation priorities and deliver intelligent, secure, and future-ready solutions at scale. ### Konecta and SPEEEX forge strategic partnership to deliver cutting-edge nearshore multilingual CX and digital services across DACH and Europe from Kosovo URL: https://konecta.com/news-insights/press-releases/konecta-and-speeex-forge-strategic-partnership-to-deliver-cutting-edge-nearshore-multilingual-cx-and-digital-services-across-dach-and-europe-from-kosovo Published: 2025-12-16 Madrid, December 16, 2025 – Konecta, a global leader in Customer Experience (CX) and digital services, has announced the signing of a strategic partnership with SPEEEX, one of Kosovo’s largest BPO companies, aimed at delivering innovative nearshore multilingual CX and digital solutions to clients across the DACH region and wider European markets. The Kosovo delivery hub will serve as a key centre, providing high-quality German-language services, alongside English, French, and Italian capabilities to deliver complex technology-enabled customer operations. Following two years of joint project development, the companies have aligned shared strategic objectives, significantly enhancing their European BPO and digital capabilities, leveraging Konecta’s scale, operational maturity, and expertise in digital transformation alongside SPEEEX’s strong nearshore delivery and multilingual capabilities. Why Kosovo represents a strategic choice Kosovo is an ideal delivery destination, offering a compelling combination of strategic advantages. The country boasts a young, dynamic, and highly skilled workforce with strong multilingual and digital capabilities. A rapidly developing business ecosystem, modern infrastructure, and high levels of technology adoption further ensure a stable, efficient, and scalable environment for service operations. This combination of talent, accessibility, and operational maturity was a decisive factor in Konecta’s expansion into the region. Driving digital transformation and multilingual CX excellence across Europe Konecta and SPEEEX share a vision for driving digital transformation and redefining the future of CX. As part of its Katalyst strategy announced last year, Konecta is leading a comprehensive transformation journey that includes building AI proficiency and forming strategic alliances with partners such as Google Cloud, AWS, CrewAI, and Uniphore. By combining human-centric approaches with advanced technology, Konecta continues to deliver innovative, technology-powered CX solutions while maintaining trusted long-term client relationships, reflected in a 96% renewal rate. SPEEEX brings extensive European-language capabilities to this partnership, positioning itself as Kosovo’s largest tech-enabled business service provider, with 2,500 full-time employees across four premium sites in Prishtina (HQ), Vushtrri, Ferizaj, and Prizren. Around 80% of its services are delivered in proficient German, complemented by high-quality solutions in English and Italian, and by growing expertise in French. All operations are conducted entirely on-site in modern, technology-equipped offices, ensuring consistent service excellence. “This partnership strongly supports our ambition to deliver high-quality and scalable services to our clients in the German and European markets. It is particularly valuable as we expand our capacity in German-language operations that require a 100% office-based delivery model. As a trusted global partner, I am fully confident that we will provide the highest quality of service from Kosovo,” said Yasin Uslu, General Manager of Konecta Central and Eastern European Markets. "The partnership with Konecta is a moment of great pride for all of us at SPEEEX. It reflects the trust that global leaders place in our people, our culture, and the quality of service we deliver every day. Together with Konecta, we are bringing world-class customer experience solutions, powered by the talent and dedication of our teams in Kosovo. Above all, this partnership is about the shared values and ambition to grow together. We look forward to a very successful journey ahead,” said Fikret Murati, Founder & CEO of SPEEEX Inc. About SPEEEX SPEEEX Inc is one of the leading tech-enabled business service providers in South Eastern Europe. With more than 2,500 passionate employees, the company delivers specialized services in customer experience management, software engineering, media, digital education, and SAP consulting. SPEEEX serves clients across more than 10 global markets in over 15 languages, including a strong portfolio of blue-chip international companies. The company is headquartered in Prishtina, Republic of Kosovo, with a strong international footprint, including three delivery sites in Switzerland and a total of five delivery sites across Kosovo. Conclusively SPEEEX serves a diversified range of verticals, including telecommunications, BFSI (banking, financial services & insurance), e-commerce, logistics, and hospitality. ### AI is retail’s new front door: why GEO is the new SEO URL: https://konecta.com/news-insights/blogs/ai-is-retails-new-front-door-why-geo-is-the-new-seo Published: 2025-12-15 This year's Black Friday in e-commerce wasn't just a test of website performance – it was a test of visibility. So in the new era of AI-powered product discovery, what must retailers do to compete? Discovery reinvented For years, online retail discovery has followed a predictable path. Customers have used search engines to find their purchases on a journey inspired by engaging branding and product pages. That era is ending. The arrival of conversational AI is fundamentally changing how shoppers find and buy products. Customers increasingly turn to GenAI for answers, trusting AI-powered summaries over traditional websites and making purchases without ever visiting a brand's homepage. Recent consumer research speaks for itself: 67% of customers have used AI tools like ChatGPT, Google AI Overviews, or Perplexity in the past three months to research products or services. What's more, 29% have already made a purchase based solely on an AI-generated response, with 87% satisfied with what they bought. Shoppers aged 18-44 are 3-4 times more likely to use AI daily to research products than those over 55 – and that balance will continue to shift. Understanding the shift: SEO versus GEO SEO (Search Engine Optimization) is the art of optimizing your website to rank well in traditional search listings through keywords, metadata and backlinks. It's what retailers became really good at. In contrast, GEO (Generative Engine Optimization) is about optimizing your content to appear in the conversational answers that GenAI tools generate for shoppers. This distinction matters because AI-generated answers compress discovery, comparison and consideration into a single exchange. So instead of clicking through a list of ten blue links, shoppers get curated recommendations instantly – and if you're not in that conversation, you don't exist. Transfer of trust? Why GEO is the new battleground The paradigm shift is that 42% of customers now trust AI-generated product summaries without clicking through to a retailer's website. In other words, nearly half of customers are already making decisions based on what AI says about your products without ever seeing your carefully crafted landing pages and product descriptions. Retailers must therefore treat AI summaries as an extension of their brand identity, not an afterthought. Companies must ensure they're featured effectively and accurately in AI-generated responses, with clear value propositions and consistent product data. Yet the reality is that mastering GEO is only half the battle. The other half is redesigning your customer experience infrastructure to delight shoppers – whenever and however they arrive at your site or service. Four operational priorities for the new front door When conversational AI handles early-stage filtering, shoppers arrive at your channels much later in their journey – but with even higher expectations. They’re looking for fast, easy, trusted, personalized and contextualized services and support. The stakes are also high: according to a study by PWC, 59% of consumers will abandon a brand they love after several bad experiences, and 17% will leave after just one. To design your customer experience infrastructure, here are four key priorities: - Priority 1: AI-optimized product data. Accurate, structured product information is foundational. This ensures AI can deliver personalized experiences from the first interaction. Include contextual details like use cases, occasions and specific attributes that answer real customer questions. - Priority 2: Peak performance under pressure. Peak load capacity is non-negotiable when AI funnels concentrated traffic to your conversion points. Customers have compressed their research phase – they won't tolerate slow checkouts. Remember, CX infrastructure performs under pressure only when it has been built to scale from the start. - Priority 3: Unified multichannel operations. Your CX systems must provide a unified view across all touchpoints. After all, that's the standard that customers expect from leading brands. If they feel you don’t value them on all channels, they are more likely to go elsewhere. - Priority 4: AI-enabled customer service. Invest in AI that increases speed, accuracy and efficiency through two key capabilities: resolutions (AI solving common issues fully without human intervention) and assists (AI gathering complete context before passing complex issues to human agents). Legacy CX platforms that are ticket-based will fail because they tend to treat each issue as isolated. Even agentic AI solutions will falter if they are siloed, lacking the context needed to make interactions feel personal. Instead, move to platforms that aggregate all customer interactions into a single, lifelong conversation regardless of channel. This gives both AI and human agents access to complete customer context – purchase history, preferences, past interactions. With unified customer context, you ensure shoppers never have to repeat themselves – and you turn AI discovery into lasting loyalty. Instant checkouts: the new frontier Meanwhile, LLMs like ChatGPT are driving further into conversion territory with specialized shopping research features that pull real-time information on pricing, reviews and specifications. OpenAI is closing the gap even further with Instant Checkout, which enables purchases directly within the chatbot. This feature, rolling out with major e-commerce platforms including Etsy and Shopify merchants, means customers can complete transactions without ever leaving the chat interface. But here's the catch. While the purchase may be seamless for shoppers, as the retailer you remain the merchant of record. In other words, you are responsible for payment, fulfilment, returns – and ongoing customer support. Your customer service operation must be prepared to handle inquiries that originated from outside traditional brand channels. Succeeding with your new front door The shift from SEO to GEO isn't just a marketing evolution: it's a complete reimagining of the customer journey. And the revenue impact is real. New 2025 ecommerce data from Adobe has revealed that shoppers who landed on a US retail site from an AI service were 30% more likely to convert than those who arrived via traditional search and other means. In 2026, brands that win will be those that optimize for AI discovery while simultaneously building CX infrastructure that can deliver on the promises AI makes on their behalf. If you're in retail, your digital front door has moved. The question is: are you visible and ready to welcome customers when they arrive? Discover how Konecta helps leading retailers build scalable, AI-enabled CX operations that excel under pressure. Q&A Does GEO replace SEO for retailers, or should brands invest in both? GEO should complement SEO rather than replace it. SEO helps retailers remain discoverable through traditional search, while GEO focuses on visibility within AI-generated answers and recommendations. A strong strategy therefore combines search visibility, authoritative content, accurate product information and consistent customer experiences across both traditional and generative discovery channels. What data do retailers need to optimize their products for AI search? Retailers need accurate, consistent and structured product information that answers the questions shoppers actually ask. Beyond basic descriptions, this includes relevant attributes, use cases, occasions and other contextual information. The goal is to give AI systems enough reliable information to understand products accurately and represent them consistently in conversational recommendations. How can retailers measure whether their GEO strategy is working? Retailers should measure both AI visibility and downstream business outcomes. Relevant indicators include how frequently products or brands appear in AI-generated recommendations, whether the information presented is accurate, referral traffic from AI services, conversion behaviour and customer experience after AI-driven discovery. Measuring these signals together helps distinguish visibility from genuine commercial impact. What should retailers prioritize first when preparing for AI-driven shopping? Retailers should start by making product information accurate and AI-ready, then ensure their CX infrastructure can handle concentrated demand and preserve customer context across channels. AI-enabled customer service should follow, with automation focused on resolving routine issues and giving human agents complete context for complex interactions. This creates continuity between AI discovery, purchase and post-sale support. Dive deeper: https://konecta.com/news-insights/three-essentials-for-live-agentic-ai-operations-at-scale ### Inclusive by design: How Konecta empowers people with disabilities across its global operations URL: https://konecta.com/news-insights/initiatives/inclusive-by-design-how-konecta-empowers-people-with-disabilities-across-its-global-operations Published: 2025-12-03 Konecta has reaffirmed its people strategy, a global human resources framework designed to strengthen commitment, well-being, and a genuine sense of belonging across all its teams. At the heart of this strategy lies a simple but powerful belief: diversity is a source of value, innovation, and resilience, one that reflects the richness of Konecta’s global identity. From this perspective, the company invests in policies and initiatives that ensure every person feels recognized, supported, and represented. Konecta actively promotes a culture of equal opportunities, working to build environments where individuals of different backgrounds, abilities, and life experiences can contribute and grow. Within this commitment, the inclusion of people with disabilities stands as a core strategic pillar, not only because it reflects the company’s values, but because it contributes directly to talent development, team strength, and the Group’s sustainable success. Across the Group, Konecta has introduced several initiatives that have enabled the integration of people with disabilities into different roles and countries. Among these, we highlight three impactful programs implemented in Colombia, the Czech Republic, and Peru. Konecta PRO - Czech Republic: Six years of meaningful employment In the Czech Republic, Konecta PRO is more than a social enterprise, it’s a place where people with disabilities thrive professionally and personally. Established in 2019, it currently employs 98 colleagues with disabilities, who benefit from tailored support, flexible work arrangements, and personalized training. Over 70% of Konecta PRO’s customer center workforce consists of people with disabilities or health disadvantages. Many have progressed into sales and leadership roles, demonstrating how inclusion drives individual performance and team success. Konecta PRO also reinvests 50% of its profits directly into employee development, funding additional training, workplace improvements, accessibility enhancements, and well-being programs. This creates a cycle of continuous growth and empowerment that strengthens both people and the broader community. Konecta in Peru: 12 years of building inclusive opportunities Since 2012, Konecta in Peru has been a pioneer in inclusive employment within the customer experience sector, integrating more than 250 people with disabilities into roles from customer service to leadership positions. Through its DEI-driven approach, we ensure accessibility at every stage, from recruitment to professional development. Workstations are adapted, technology is inclusive, and colleagues receive continuous training in empathy, communication, and diversity. Partnerships with organizations such as CONADIS and OMAPED further ensure that every employment opportunity is meaningful, fair, and supportive. Leyla Begazo Talent Management Director at Konecta in Peru "Every colleague brings unique value, and our mission is to provide the tools, support, and environment for them to thrive professionally and personally." 1092 Colombia: Pioneering inclusion for people with visual disabilities In Colombia, Konecta has developed a model for integrating people with visual disabilities into customer service roles. By combining assistive technology such as JAWS, adapted systems, and ongoing training, our colleagues reach full productivity within three months. Strategic partnerships with INCI, Ágora, CAFAM, and EFI support recruitment, training, and professional growth, while KPIs and continuous monitoring ensure accessibility remains a priority. This approach goes beyond compliance and it creates real impact for individuals and the organization, fostering innovation and team diversity. A shared commitment to impactful inclusion Across continents, Konecta proves that disability inclusion is both a social responsibility and a business advantage. By combining accessible technology, tailored support, inclusive leadership, and meaningful partnerships, we create workplaces where everyone can succeed. ### Konecta in Colombia: celebrating a decade of social impact and growth in Montería URL: https://konecta.com/news-insights/news/konecta-colombia-celebrates-a-decade-of-social-impact-and-growth-in-monteria Published: 2025-12-02 Konecta has celebrated the tenth anniversary of its arrival in Montería. A decade later, the city continues to be a strategic location for the company, which opened a new chapter of job opportunities and development for local talent, consolidating its position as a leader in digital Customer Experience (CX) services and solutions. The project has had the support of Bancolombia from the beginning, a strategic client that also believed in local talent and continues to support the growth of the operation. Juan Carlos Mora President of Bancolombia This journey has not been a solitary one. Since day one, the alliance with Bancolombia has been fundamental, planting the seeds for future growth and validating the potential of the region’s workforce. The project was initiated to meet a clear organizational need: the recruitment of locally-trained CX experts. It was this conviction that talent exists throughout the country that drove Bancolombia to make a long-term commitment" A decade of dreams and opportunities What began as an operation with 174 agents trained via the “Montería Te Llama” program has evolved into a strategic center that now generates formal employment for over 1,600 employees, significantly enhancing the economic stability of their families and strengthening the local economy. Furthermore: - 97% of the workforce originates from socio-economically disadvantaged communities. - Over 67% of the employee base are women, with 25% classified as primary household providers. - 78% of employees have been able to fund educational pursuits, leveraging this employment opportunity to achieve professional qualifications. - 90% of site leadership commenced their careers as customer service agents, indicating a robust internal career progression framework. - Konecta is currently the largest private sector employer in the Montería area. Beyond quantitative metrics, the operation’s success ihas been driven by the Córdoba workforce, which contributes to every achievement. The company provides growth opportunities for individuals seeking initial employment, female heads of household, and candidates from labor inclusion programs, allowing them to advance their careers without relocation. Konecta has successfully cultivated a comprehensive employment ecosystem in Montería where continuous professional development, structured career paths, and an inclusive workplace are combined with technological innovation to deliver tangible outcomes for clients and communities. Nourdine Bihmane Konecta CEO "It is an honor to be here in Montería, celebrating these 10 years of a history born with a very clear purpose: to open opportunities where they had traditionally been scarce. It is gratifying to witness projects like this, where passion is the driving force for generating dignified jobs with social impact and development in the most vulnerable communities. Thanks to this project, over 1,600 people have formal employment. And these are not just numbers; these are lives: mothers, fathers, and young people who have had their first opportunity. Today, I can confidently say that this investment was absolutely the right one.” Konecta’s operation in Montería is a vibrant engine that energizes the city and transforms the region through job creation. "Witnessing the growth of our operations and the prosperity of our personnel serves as the strongest evidence that when we align ourselves with a clear purpose, we can achieve societal transformation. Our objective is to establish a replicable model in collaboration with strategic partners. This shared, forward-looking vision is what propels us to continually widen our sustainable social impact," commented Óscar Velásquez, Country Manager of Konecta Colombia. Konecta in Montería demonstrates that investing in regional markets is not only financially viable but also structurally transformative. Ten years on, the company successfully integrates business strategy, innovation, and social responsibility, underscoring that local talent is Colombia's most valuable asset and, when properly developed, acts as a powerful engine for regional and national development. ### Loope by Konecta: the Copilot solution to turn data into real-time decisions URL: https://konecta.com/news-insights/news/loope-by-konecta-the-copilot-solution-to-turn-data-into-realtime-decisions Published: 2025-12-01 In today's business landscape, scaling operations demands a profound digital transformation that goes beyond mere technology adoption. A recent report by MIT reveals that despite significant investments in AI, 95% of organizations fail to achieve a meaningful return on investment (ROI). The research found that the key does not lie solely in the tool itself, but in its capacity for learning, adaptation to processes, and the guidance of a strategic partner who understands how to integrate GenAI to generate real value. In this context, innovative solutions like Loope by Konecta emerge as the perfect ally for companies seeking to bridge this gap and effectively transform the customer experience. A new standard for Customer Experience (CX) In a market where CX has become the primary differentiator, Konecta, a global leader in digital services and CX, is driving this evolution by integrating Artificial Intelligence into the core of its offering. The goal is to help companies make smarter decisions and enhance team performance. Loope: where AI and analytics meet Under this premise, Loope was born: Konecta's Copilot solution that redefines industry standards. This tool allows for the instant auditing, training, and optimization of operations, merging Generative Artificial Intelligence (GenAI) with advanced analytics. With Loope, it is possible to generate automatic feedback, understand customer sentiment, identify promoters from detractors, and develop effective action plans. Designed to optimize and scale the business, Loope assumes multiple roles across various areas. Currently, it is already managing clients in the telecommunications, financial, and entertainment industries. A copilot that amplifies human talent Loope's adaptable architecture allows it to integrate easily into any company's systems. Furthermore, it offers live feedback to agents, who receive concrete, immediate recommendations during every contact. This, in turn, allows them to empathize with the customer in a way that was not previously possible, resolve unusual queries, and handle objections. In essence, Loope acts as a copilot that, by freeing agents from routine tasks, helps them amplify their personal capabilities and concentrate on interactions that provide the most value. Continuous learning and operational excellence Konecta's solution is also distinguished by its continuous learning capability: as it processes more data, its models become more efficient, ensuring increasing precision in its analyses and suggestions. This creates a virtuous cycle where technology and teams complement each other to achieve an unprecedented level of operational excellence. Find out what Loope by Konecta can do for you here. ### Kraken selects Konecta to join their newly launched BPO Partner Program URL: https://konecta.com/news-insights/press-releases/kraken-selects-konecta-to-join-their-newly-launched-bpo-partner-program Published: 2025-11-26 Madrid, November 27, 2025 - Konecta, a global leader in Customer Experience (CX) transformation and digital operations has been selected as one of the initial partners to join the Kraken Business Process Outsourcing Partner Program, launched to identify trusted providers capable of delivering exceptional CX at scale. With a proven track record of running customer operations for multiple Kraken clients across several countries, Konecta shares Kraken’s objective of elevating customer experiences through technology and human expertise. For decades, utilities have struggled with fragmented systems, complex billing processes, and disconnected customer journeys. Kraken replaces this patchwork with one seamless Operating System powered by utility-grade AI, that connects every touchpoint - from smart meters management, to billing, sales and customer support, while driving customer experience and innovation. Committing to the Universal Agent Model An important component of Kraken’s success is its Universal Agent operating model, a proven approach that replaces traditional, siloed support models with empowered, multi-skilled teams for increased customer satisfaction at lower cost. Over the past two years, Konecta has successfully integrated Kraken’s Universal Agent model into its operations, demonstrating its ability to adapt complex, high-scale ecosystems and deliver measurable impact across energy markets. With shared geographies and global growth ambitions, Konecta and Kraken are strategically aligned to scale this model across markets, ensuring consistent excellence in customer experience wherever the Kraken platform expands. A partnership accelerating the digital transformation of Utilities Konecta is part of Kraken’s BPO Partner Program (KBPP), a trusted network of Business Process Outsourcing (BPO) partners that are carefully selected based on their ability to meet Kraken’s assessment criteria, their track record of delivery, and their readiness to deliver exceptional customer service outcomes for Kraken clients. Kraken is contracted to serve over 70 million customer accounts worldwide. This new partnership with Konecta marks a major step in expanding that reach, enabling Kraken’s clients to serve more customers, faster, without compromising on customer experience. Konecta delivers large-scale customer service operations for leading utilities, notably from its Delivery Network in Casablanca (Morocco) and Durban (South Africa). These centers play a key role in supporting Kraken clients across Europe, providing multilingual, high-quality service as the platform expands globally. Leveraging its deep utilities experience (representing 12% of its €2 billion global revenue), Konecta provides scalable, multilingual CX solutions across every touchpoint. Nourdine Bihmane, CEO of Konecta said: “As utilities undergo one of the most significant transformations in their history, and with Kraken leading the way, this partnership allows us to elevate our deep industry expertise even further. By combining AI-powered tools, agile operations, and data-led decision-making, we are setting a new benchmark for customer experience. This fully aligns with Konecta’s Katalyst 2028 strategic plan for AI powered CX and hybrid solutions blending human expertise with AI innovation”. Anja Langer Jacquin, Head of Kraken Experience and Executive General Manager at Kraken, said on stage at Konecta’s global summit in Madrid: "We’re incredibly excited to launch the Kraken BPO Partner Program, a new chapter in our mission to enable world-class customer experiences and accelerate the energy transition for utilities. Partners like Konecta will play a key role in helping us scale with excellence and impact." About Kraken Kraken is the most-loved operating system for energy. Powered by Utility-Grade AI™ and deep industry expertise, we help utilities modernize operations, lower cost-to-serve, and accelerate the energy transition. Trusted by leading energy companies like EDF Energy, E.ON Next, Octopus Energy, Origin, Plenitude, National Grid and Tokyo Gas, Kraken consistently delivers measurable results, including up to 40% greater efficiency and 3× improved customer satisfaction. Our operating system delivers better outcomes: from generation, through distribution, to supply – unifying data, AI and automation in one platform. Kraken supports 70+ million accounts worldwide, from households and businesses, to large industrial customers, enabling utilities to innovate faster, integrate seamlessly, and migrate with confidence. With an unparalleled record for speedy, seamless transitions, we’re helping the world’s leading utilities power the possible. Headquartered in London with regional centers in New York, Paris, Tokyo and Melbourne, our mission is to make a big, green dent in the universe. ### Konecta establishes new strategic operations site in Campeche, solidifying Mexico expansion URL: https://konecta.com/news-insights/news/konecta-establishes-new-strategic-operations-site-in-campeche-solidifying-mexico-expansion Published: 2025-11-26 Konecta has inaugurated a new strategic operations hub in the state of Campeche, Mexico. This expansion reinforces the company's regional presence and establishes Campeche as a key emerging location for the business services sector. Operational capabilities The new center is designed for scalable growth, beginning operations with capacity for 250 agents and a projection to expand up to 500 workstations. The facility provides specialized services across critical functions, including: - Customer care - Technical support - Sales - Digital collections These services are directed at major industry sectors such as Telecommunications, Technology, Financial Services, Retail/E-commerce, and Healthcare. Focus on local talent and strategic vision The openning of this new center demonstrates a focused effort to develop specialized local talent. The vision for this facility extends beyond conventional support functions, aiming to establish it as a specialized client interaction center for tourism reservation management, leveraging Campeche's position as a strategic gateway in Mexico. The facility integrates Konecta’s global standards for infrastructure and design, ensuring modern, functional, and efficient spaces that enhance the experience for both employees and clients. Economic and social impact This project is positioned to significantly strengthen Campeche’s business ecosystem. By generating formal employment and attracting foreign investment, the hub aids in developing specialized talent and is intended to consolidate the state as a growth pole for the industry in Mexico. In line with the company's global commitment to social responsibility, Konecta Campeche is implementing the "Youth building the future" program. This initiative focuses on providing professional training, skill development, and employment pathways for youth in the region, positioning the hub as a driver for human and professional development. The successful launch was the result of comprehensive collaboration across multiple Konecta departments, including Technology, Human Resources, Operations, Finance, and Facilities, and received support from key initiatives of the State Government of Campeche. ### Konecta recognized as Company of the Year 2025 by Frost & Sullivan URL: https://konecta.com/news-insights/news/konecta-recognized-as-company-of-the-year-2025-by-frost-sullivan Published: 2025-11-17 Konecta has just been recognized as 2025 European Customer Experience Management Outsourcing Company of the Year by Frost & Sullivan! At Konecta we are proud to receive this recognition, which reflects how far we go in key areas. More than simply launching an AI department or adopting a hybrid model between humans and technology, we embed digital innovation across every business unit. Transformation is part of our company’s DNA. Through personalized training programs, we are committed to upskilling our teams in GenAI tools and hybrid operational models by 2028 as part of our Katalyst strategy plan. New internal AI solutions such as digital assistants and AI coaches are already streamlining workflows and boosting productivity, helping our teams deliver more seamless and personalized experiences with speed and precision. Alongside these internal efforts, our strategic alliances with global technology leaders such as Google Cloud, AWS, CrewAI and Uniphore further strengthen this model. These partnerships enable us to co-develop advanced AI solutions and expand into high-growth markets with agility and scale. This forward-thinking approach translates directly into stronger relationships with our clients. Our 96% contract renewal rate stands as clear proof of the measurable impact we deliver and the long-term, trust-based partnerships we nurture. With a strong focus on key industries including telecommunications, financial services, e-commerce, and healthcare, we ensure that every market benefits from both consistency and local relevance. Download the report from Frost & Sullivan. Bernardine Arnanson Frost & Sullivan Industry Director “Konecta’s from a BPO leader to a tech-enabled CXM transformation partner is not just aspirational; it is already operational. This strategic shift is embodied in Katalyst 2028, the company’s ambitious, three-year roadmap unveiled in January 2025. Representing the natural progression of its digital first approach, the initiative aims to secure Konecta’s leadership in the CXM industry by harnessing the disruptive power of GenAI, accelerating expansion, and cultivating a future-ready workforce.” ### Konecta honored with the 2025 SERES Award for promoting youth employability through the Hub Empleo Verde URL: https://konecta.com/news-insights/press-releases/konecta-honored-with-the-2025-seres-award-for-promoting-youth-employability-through-the-hub-empleo-verde Published: 2025-11-12 - Konecta has been recognized, through its Foundation, for its commitment to social inclusion and sustainable employability, driven by its Hub Empleo Verde project. - In collaboration with Fundación Endesa and JPMorganChase, this program has raised awareness among more than 2,800 people, provided 785 tailored training pathways, and facilitated 178 job placements in sustainable, future-oriented sectors. Madrid, November 12, 2025. Konecta, a global leader in Customer Experience (CX) and digital services, has been recognized by Fundación SERES, alongside MasOrange and Rodilla, and through the Konecta Foundation, with one of the 2025 SERES Awards. The award acknowledges the company’s Hub Empleo Verde initiative, developed in partnership with JPMorganChase and Fundación Endesa, which promotes employability among young people and vulnerable groups in sectors linked to the green transition and sustainability. The three organizations share a firm commitment to a fair and inclusive energy transition. Since its creation in 2021, Hub Empleo Verde has reached more than 2,800 people, provided 785 customized training pathways, and supported 178 individuals in securing jobs with a future. In addition, eight entrepreneurship workshops have been held, training more than 100 participants in sustainable self-employment. This has been made possible through a solid collaboration network involving 110 social organizations, 325 companies, 78 universities and training centers, and 92 public administrations actively engaged in the initiative. Another innovative pillar of the program is the Research and Sustainable Challenges Labs, where participants identify environmental challenges, co-create solutions, and foster shared learning. So far, five sustainable challenges have been completed, addressing topics such as circular economy, urban gardening, tech recycling, and food waste reduction. The award was accepted by Julio Meseguer, Managing Director and Co-Head of Corporate Banking at J.P. Morgan Spain; María Malaxechevarría, General Director of Fundación Endesa; and José María Pacheco, Chairman of Konecta, who emphasized: “We firmly believe that enabling young people and vulnerable people to access sustainable jobs is a genuine driver of social transformation. Hub Empleo Verde shows that collaboration between business, the social sector, and public institutions can generate real opportunities for the future. We are deeply grateful to Fundación SERES for this recognition, which strengthens our conviction and our commitment to a business model that combines profitability and social impact.” The 2025 SERES Award reaffirms Hub Empleo Verde as a replicable model of social impact, connecting the needs of the growing green job market with the talent of those who need it most. As a benchmark in social innovation across employability, sustainability, and inclusion, the project reinforces Konecta’s commitment to expanding its impact and supporting initiatives that build a fairer, more inclusive society ready to face the challenges of the 21st century. Thanks to the strong support of Konecta’s executive team and its Foundation, the Hub has become a strategic pillar within the company, engaging multiple internal departments and recently expanding its geographic reach to Andalusia. ### Konecta CEO, Nourdine Bihmane, highlights Egypt's key role as a global delivery hub for CX and IT at the Global Offshoring Summit 2025 URL: https://konecta.com/news-insights/news/konecta-ceo-nourdine-bihmane-highlights-egypts-key-role-as-a-global-delivery-hub-for-cx-and-it-at-the-global-offshoring-summit-2025 Published: 2025-11-11 During the 2025 Global Offshoring Summit in Cairo, which took place on November 9 and 10, Nourdine Bihmane, CEO of Konecta, joined executives from leading global companies to discuss the future of outsourcing, digital services, and AI-driven delivery hubs. At the summit, Nourdine Bihmane participated in the “Global Executive Dialogue: The Future of Global Delivery Hubs” with other key players in the global industry, and he outlined Konecta’s strategic roadmap for digital acceleration and highlighted Egypt’s central role in the company’s expansion across the Middle East and Africa. Earlier this year, Konecta formalized its commitment to Egypt by signing a Memorandum of Understanding with the Information Technology Industry Development Agency (ITIDA). During the Summit, Nourdine Bihmane reinforced this collaboration in a roundtable with H.E. President Abdel Fattah El-Sisi, strengthening Egypt's position as a global center for CX and IT offshoring. Egypt now hosts Konecta’s AI Competence Center, developed with Uniphore, within its operations center. In January 2026, a new global delivery hub in Cairo will open, becoming a cornerstone of Konecta’s global network and welcoming a leading technology company as its inaugural client. Nourdine Bihmane CEO of Konecta "Egypt represents the next frontier in our AI-powered global delivery model. With an exceptional pool of local talent, strategic partnerships, and government support, we’re building a blueprint for responsible, scalable, and human-centered digital operations." Konecta’s presence in the region continues to grow, with operations in Egypt and Saudi Arabia, supported by a team of 300 professionals delivering services in more than 30 languages. This expansion is part of a broader $100 million investment plan over the next three years to accelerate Konecta’s AI and digital transformation agenda. ### Konecta and CrewAI partner to transform operations with Agentic AI URL: https://konecta.com/news-insights/press-releases/konecta-and-crewai-partner-to-transform-operations-with-agentic-ai Published: 2025-11-02 Madrid, November 3rd 2025 - Konecta, a global leader in customer experience (CX) and digital services, today announced a strategic alliance with CrewAI, the pioneering multi-agent orchestration platform. Together, the two companies will redefine how humans and AI agents collaborate, integrating human expertise, CX excellence, and AI to deliver measurable business outcomes across every interaction. Under this partnership, Konecta will also serve as CrewAI’s lead consulting and implementation partner in Europe and Latin America, combining strategic advisory with delivery excellence to help companies design, pilot, and scale agentic orchestration. Empowering processes with agentic automation CrewAI’s platform allows organizations to coordinate multiple specialized AI agents working collaboratively to execute complex, end-to-end business processes. This orchestration transforms how organizations operate, allowing them to automate workflows that traditionally required multiple human touchpoints. For instance, a commercial proposal can now be generated automatically, from understanding the client’s context, developing a storyline and creating presentation slides, to generating pricing models, all coordinated seamlessly by a “crew” of AI-powered agents. This partnership lays the foundation for Konecta’s Agentic AI model approach: a unified and structured environment to design, orchestrate, and scale autonomous agents across customer and enterprise operations. Built on CrewAI’s Agent Management Platform (AMP), it will enable Konecta and its clients to industrialize agentic use cases rapidly and securely. Proven impact and operational transformation The collaboration creates dual value, as the same model powers Konecta’s solutions portfolio across industries including Banking, Financial Services & Insurance (BFSI), Retail, Telecommunications, and Utilities, while simultaneously optimizing Konecta’s internal operations in HR, Finance, Procurement, and Legal. For example, in employee onboarding, once a new hire signs a contract, a crew of AI agents automatically extracts the necessary information, issues credentials and badges, allocates IT equipment, and generates a personalized onboarding schedule. This streamlining not only saves time, but allows human teams to focus on more strategic and creative tasks. A recent initiative also illustrates this potential: by leveraging CrewAI’s framework, Konecta automated the Voice Agent testing process for a leading food ordering service. By orchestrating 1,000 end-to-end test conversations across 60 real-world scenarios, the company achieved a 96% reduction in QA cycle time, from 74 hours to just three. To run all CrewAI-related initiatives, Konecta has a dedicated Centre of Excellence that will develop and certify CrewAI competencies across teams and ensure the consistent deployment of agentic automation across the company’s business units. Konecta expects 30% to 40% of its customer base to benefit from CrewAI integration in the coming year, transforming CX and operational agility alike. Leading the way in Europe and Latin America Under this partnership, Konecta will act as CrewAI’s consulting and implementation partner in Europe and Latin America. This role reflects Konecta’s long-standing leadership in delivering enterprise-scale CX transformation and digital operations across both continents. By combining strategic insight with robust delivery capabilities, Konecta will help organizations design, pilot, and scale agentic AI solutions with confidence and agility. Any organisation interested in CrewAI’s capabilities in these strategic regions will benefit from Konecta’s consulting and implementation expertise, from initial assessment through to full operational deployment. “Agentic AI marks a fundamental shift in how businesses operate. It’s not about replacing people, but about amplifying human intelligence through governed, data-driven orchestration,” said Nourdine Bihmane, CEO of Konecta. “CrewAI’s platform enables us to unite human expertise, CX excellence, and responsible AI into a single, intelligent ecosystem that drives continuous optimization and measurable impact. Together, we’re setting a new global benchmark for scaling intelligent operations built on trust, transparency, and purpose.” “CrewAI enables enterprises to quickly put AI agents into production so businesses can see their clear benefits, with agentic systems that are easy to use, trusted by design, and ready to scale,” said João Moura, CEO and Founder of CrewAI. “Konecta embodies that same philosophy. With their operational depth and experience, and our technology, we’re turning the promise of intelligent operations into tangible, measurable reality, built for scale and built to last.” About Crew AI CrewAI is the leading enterprise platform for multi-agent systems, used by 60% of the U.S. Fortune 500 and a global community of developers in 150+ countries. The platform enables organizations to deploy collaborative groups of AI agents to automate real-world business workflows. CrewAI provides the infrastructure that teams need to run agentic systems in production with a complete list of features required by enterprises that include pro and low code tools, user management with RBAC and audit logs, governance, and security. CrewAI integrates with all major LLMs, hyperscalers (AWS, Azure & Google Cloud), and many enterprise applications, giving teams the freedom to orchestrate across any environment. With the launch of CrewAI AMP—the first Agent Management Platform—teams can now build, optimize, deploy and scale agent-led workflows enterprise-wide with speed, control, trust, and governance. ### Introducing TIA, Konecta's AI solution to help combat food waste in Brazil, in alliance with Pacto Contra a Fome URL: https://konecta.com/news-insights/news/introducing-tia-konectas-ai-solution-to-help-combat-food-waste-in-brazil-in-alliance-with-pacto-contra-a-fome Published: 2025-10-16 Konecta has partnered with the NGO Pacto Contra a Fome (Pact Against Hunger) in its mission to combat food insecurity and waste in Brazil through technology and innovation. As part of the national campaign “Jogue Contra o Desperdício” (“Play Against Waste”), Konecta developed TIA Contra a Fome, a free artificial intelligence solution designed to help families reduce food waste and adopt more sustainable consumption habits. Konecta's technology team created an intelligent agent powered by WhatsApp, the most widely used communication platform in Brazil. This AI-driven tool allows users to send photos or text messages to identify food items and receive practical recommendations on how to make the most of their ingredients. TIA also provides guidance on portion sizes, food storage, and creative recipes based on what users already have at home, transforming everyday cooking into an opportunity for sustainability. The initiative was launched during Círio de Nazaré, one of Brazil’s most traditional celebrations, in a country where more than 64.5 million people live in situations of food insecurity while approximately 55 million tons of food are wasted each year. The campaign has already achieved remarkable results, with over 10,000 interactions in its first few days of operation, and continues to drive engagement toward this important social goal. This project highlights Konecta’s commitment to leveraging digital innovation for social impact. By applying its expertise in artificial intelligence and customer experience technologies, Konecta bridges the gap between technology and society, creating meaningful solutions that contribute to a more sustainable and inclusive future. ### Autopistas, an Abertis subsidiary, recognized as Best Customer Service of the Year in the Infrastructure and Mobility Category URL: https://konecta.com/news-insights/news/autopistas-an-abertis-subsidiary-recognized-as-best-customer-service-of-the-year-in-the-infrastructure-and-mobility-category Published: 2025-10-13 Autopistas, a subsidiary of Abertis and a benchmark in highway management in Spain, has been recognized for the second consecutive year as Customer Service of the Year in the Infrastructure and Mobility category at the 15th edition of the “Customer Service of the Year” awards. This prestigious recognition reaffirms the excellence of Autopistas’ customer service model, developed in collaboration with Konecta, which supports the management and optimization of the service. The award underscores Autopistas’ ongoing commitment to operational excellence, innovation, and a customer-centric approach aimed at delivering superior experiences across all contact channels. In this year’s evaluation, Autopistas achieved an outstanding overall score of 9.13, exceeding the industry average of 8.28 and approaching the highest-rated companies in the competition, which scored 9.21. The assessment, carried out through various channels -including telephone, email, web forms, social media, and mobile applications- analyzed more than 200 objective and subjective criteria through mystery shopper evaluations. At Konecta, we are proud to partner with Autopistas in its mission to provide an efficient, close, and high-quality customer service experience, aligned with its vision of safer, more connected, and more sustainable mobility. This recognition once again demonstrates the confidence that leading companies place in Konecta to deliver exceptional customer experiences, powered by advanced technology, skilled talent, and deep industry expertise. Together with our clients, we continue to design and implement innovative solutions that put people at the heart of every interaction, strengthening Konecta’s position as a trusted strategic partner in customer experience management. ### Konecta named a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - EMEA URL: https://konecta.com/news-insights/press-releases/konecta-named-a-leader-in-everest-groups-customer-experience-management-cxm-services-peak-matrix-assessment-2025-emea Published: 2025-09-30 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. ### Konecta expands operations in Albania with new site in Scutari URL: https://konecta.com/news-insights/news/konecta-expands-operations-in-albania-with-new-site-in-scutari Published: 2025-09-30 Konecta has officially opened its latest site in Scutari, Albania, marking another milestone in the company’s European growth strategy. The new facility covers over 1,000 square meters and has been thoughtfully designed to foster collaboration, maximize efficiency, and promote employee well-being. It will accommodate 218 Konecta employees, all committed to delivering exceptional customer experience and end-to-end BPO services to leading multinational clients across the telecommunications, banking, and retail sectors. The launch was celebrated with a vibrant opening event attended by employees, local partners, and community representatives. The celebration showcased Konecta’s commitment not only to business excellence but also to strengthening lasting partnerships within the local community. This expansion reinforces Konecta’s role as a trusted partner for some of the world’s most recognized companies across diverse industries. From its new base in Scutari, the company will provide integrated outsourcing solutions, combining operational excellence, multilingual expertise, and highly personalized customer care. Marco Besso Country Manager Konecta in Albania Our investment in Scutari reflects Konecta’s long-term vision to combine global expertise with local talent. We believe Albania offers a strong pool of professionals, and we are excited to see this site contribute to our mission of delivering exceptional service to our clients. 972 With this opening, Konecta not only strengthens its presence in the region but also creates valuable employment opportunities, underlining its commitment to innovation, growth, and excellence in customer service. In 2025, Konecta was recognized as a Best Place to Work in Albania highlighting the company’s dedication to its employees and overall organizational excellence. ### Supporting families in critical moments: Konecta volunteers join Ronald McDonald House’s wellbeing unit URL: https://konecta.com/news-insights/news/supporting-families-in-critical-moments-konecta-volunteers-join-ronald-mcdonald-houses-wellbeing-unit Published: 2025-09-29 Konecta in Argentina continues to make a meaningful social impact by supporting Ronald McDonald House’s Wellbeing Unit, a program dedicated to comforting families whose children are hospitalized with serious medical conditions. Since April 2025, over 50 Konecta volunteers have participated in this initiative at two public hospitals: Hospital Humberto Notti in Mendoza and Hospital de la Santísima Trinidad in Córdoba. Volunteers visit four hospitalization areas per hospital, offering breakfast to parents and caregivers during the early hours of the morning — a moment when families are often waiting for medical updates about their children. These small gestures of kindness offer emotional support and, in many cases, provide the only meal of the day for families in vulnerable situations. Konecta’s participation is consistent and structured: volunteers rotate every two weeks, with small teams active all year round. More than 140 hours of volunteering have been contributed in 2025 alone. Lucía Lorenzatti Head of Corporate Responsibility and Sustainability, Konecta in Argentina. “Being part of the Wellbeing Unit is not just about volunteering — it's about standing beside people when they need it most. Offering a warm drink or a kind word may seem simple, but in these moments, they carry profound meaning.” 965 By joining this initiative, Konecta reinforces its long-term commitment to community engagement and people-first impact where it truly matters. ### Jean-Michel Andre joins Konecta as CIO to lead IT strategy, innovation, and digital ecosystems URL: https://konecta.com/news-insights/news/jean-michel-andre-joins-konecta-as-cio-to-lead-it-strategy-innovation-and-digital-ecosystems Published: 2025-09-17 Konecta has appointed Jean-Michel Andre as Chief Information Officer (CIO), joining the Group Executive Committee (ExCo). He will play a central role in the company’s digital transformation, making sure technology fully supports strategy, performance, and innovation. Jean-Michel will oversee the design, security, and modernization of Konecta’s IT systems, ensuring they remain robust, agile, and equipped to meet the challenges of evolving technologies and regulations. With extensive experience as CIO at Groupe SEB and Europ Assistance, he has led IT strategies, built digital ecosystems, co-developed connected products, and managed large-scale transformation programs, outsourcing and insourcing strategies, as well as international system deployments. This powerful blend of innovation and execution, combined with his strategic expertise in business process optimization and organizational performance, will be key to help Konecta stay at the forefront of digital transformation and future innovation. ### Konecta accelerates sustainable transformation and AI leadership, unveiling strong ESG achievements in its 2024 Sustainability report URL: https://konecta.com/news-insights/press-releases/konecta-accelerates-sustainable-transformation-and-ai-leadership-unveiling-strong-esg-achievements-in-its-2024-sustainability-report Published: 2025-09-16 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. Environmental commitment 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. Social impact 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. Robust governance to roll out a new strategic plan 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.” ### Konecta showcases innovation in CX at Conarec 2025 in São Paulo URL: https://konecta.com/news-insights/news/konecta-showcases-innovation-in-cx-at-conarec-2025-in-sao-paulo Published: 2025-09-15 Conarec is the world’s largest CX trade show, held in São Paulo over two consecutive days of lectures, panels, and case study presentations. The 23rd edition brought together more than 500 speakers and an audience of 12,000 attendees. Konecta participated at Conarec 2025 with a dedicated booth showcasing its BPO, digital, and analytics solutions, reinforcing its positioning as a CX Tech company committed to customer satisfaction and successful business outcomes. In addition, the company hosted private lunches with key clients on both days, fostering closer connections and strengthening relationships. Konecta’s CEO in Brazil, Márcio Araújo, together with Alex Rocha, Director and Head of CX at Seguros Unimed, presented a success story highlighting the omnichannel solution developed by Konecta. The project addressed major customer pain points and delivered measurable results, underscoring the impact of proprietary technology and innovation in enhancing user and client satisfaction. Also at the event, Alvaro Raif, SBD Brazil Director, joined the panel “AI that Delights, Not Just Responds – The Future of Experience is Emotional”, where he shared market insights and perspectives on the latest technological advancements shaping the CX landscape. The event was defined by knowledge sharing, valuable networking, and the exchange of experiences, creating lasting value for all participants. Last Monday evening, the Conarec Awards were held, recognizing companies that build strong, innovative relationships focused on the customer experience. Among more than 250 companies evaluated, Konecta received the award for Inbound Sales, solidifying the importance it represents to its customers. This recognition demonstrates the company's expertise in offering the best solutions for sales-focused service, driving customer satisfaction and the constant pursuit of the best results. ### Will Agentic AI kill customer service channels? URL: https://konecta.com/news-insights/blogs/will-agentic-ai-kill-customer-service-channels Published: 2025-09-10 For years, excellence in customer experience (CX) has revolved around a high-performing omnichannel presence. Success is about being available, responsive and consistent wherever our customers need us, based on a unified customer view. But what if the next big leap in CX isn't about adding great new channels but about making channels disappear? Customer-centric businesses have matured effective and efficient omnichannel customer experience strategies. A growing body of evidence points to their value. Research has found that 45% of firms leverage better customer engagement through omnichannel experiences. Customers are nearly four times (3.6x) more likely to make additional purchases. And omnichannel marketing has proven its potential to increase sales by 287%. Meanwhile, research has also found that 80% of customers think their experiences with brands should be better considering all the data that companies collect. In an age when consumers value their time more than ever before, we are entering a new phase of AI-powered experience. Customers will no longer want to ‘contact’ a company via phone, email or chat. Instead, they will simply ask their personal AI assistant to solve their problem for them. The new intermediary: your personal AI assistant Imagine this scenario in the very near future: you are involved in a minor car accident. Instead of searching for the towing company’s number, filling out an accident report, or calling your insurance broker, you simply say, "Hey, AI. I had a minor fender bender. Handle roadside assistance and open a claim with my insurer. Send them the photos I just took." This is the paradigm shift. Customers will delegate problem-solving to their ubiquitous AI assistants that are integrated into their devices, cars and homes. Each assistant acts as the sole intermediary between their user and the brands. For the customer, the experience will be seamless, effortless and, most importantly, ‘channel-less’. They won't care how their assistant solves the problem. Only that it does. The contact center of the future will be a standardized API So, if customers no longer interact with their service providers directly, how do these companies communicate with them? The answer is through an ecosystem of Application Programming Interfaces (APIs). However, for this ecosystem to function at a global scale and avoid becoming a chaotic assortment of different proprietary connections, open standards are essential. This is where emerging protocols come into play—protocols that will define the future of communication. Two of the most promising of these are the Agent-to-Agent (A2A) and Model Context Protocol (MCP) protocols. These are not competitors but rather complementary. - A2A: the language of collaboration. Think of A2A as the protocol that defines what AIs are discussing. It's a shared business language that enables the customer's AI assistant and the company's AI agent to discover each other, understand each other’s capabilities, and negotiate complex tasks. It standardizes requests like "open a claim", "request documentation", or "confirm an appointment with the appraiser". This layer ensures that both AIs speak the same functional language. - MCP: the means of communication. This protocol operates at a lower level, establishing a secure and standardized channel for an AI to access the tools and data it needs. It's the ‘USB-C of AI’, enabling the insurance agent to securely connect to its policy database or to an external appraisal system to get the necessary information for the A2A conversation. In this new model, the connection between the customer's personal assistant and the company's agent will use A2A so that both parties can collaborate and solve the problem ‘automatically’. At the same time, enterprise systems (modern and legacy) are connected via MCP within the company's agentic AI. The ‘conversation’ is a structured transaction between two systems that collaborate autonomously; the human agent only intervenes when human judgment or decision approval is required. Trust as the new currency: the era of decentralized digital identity For decisions to be approved and binding transactions implemented, a foundation of absolute trust is required. Traditional username and password systems are completely insufficient for this new paradigm. Security must evolve and adopt new standards for decentralized digital identity. The key concept is that control of identity returns to the user. Each customer will manage their data and permissions through a personal ‘wallet’. This wallet will contain ‘verifiable credentials’ (such as their national ID, insurance policy or driver's license) issued by trusted entities such as governments or corporations. This establishes a robust digital governance framework based on three pillars: - Identification: an initial process will exist to reliably generate these verifiable credentials, just as we currently obtain our national ID or passport. - Authentication: the customer's assistant cryptographically (that is, using cryptography) proves its authenticity and has the user's permission to act. It does so by presenting proof from its wallet, without needing to share passwords or sensitive data that could be stolen. - Authorization: the wallet itself manages the granular permissions the user has granted to their assistant. The company can cryptographically verify if the agent is authorized to view data, approve a charge up to a certain limit, or modify policy details. Without this new approach based on user-sovereign identity, the system would collapse as a result of fraud and distrust. This has already started to happen given the increase in spam across all channels, where customers cannot necessarily trust who is contacting them via phone, SMS, emails or WhatsApp. Three key priorities for the channel-less future Agentic AI is already reshaping business. Gartner predicts that by 2028, 33% of enterprise software applications will include agentic AI, up from less than 1% in 2024. And in the same timeframe, at least 15% of day-to-day work decisions will be made autonomously through agentic AI, up from 0% in 2024. Given this trajectory, priorities for forward-thinking companies are based on three strategic objectives. First, simplify the customer's life by unifying their experience via a single point of contact: their personal assistant. Second, connect these assistants with company ‘agentic’ systems through APIs and open standards that ensure interoperability. And third, implement security and traceability mechanisms based on decentralized identity that provide guarantees to both parties in every automated transaction. In short, the next frontier of customer experience is already defined. The future is here—the channel-less experience revolution has begun. Q&A Will agentic AI replace omnichannel customer service, or will traditional channels still matter? Agentic AI is more likely to make customer service channels less visible than eliminate them entirely. Phone, chat and other channels may increasingly operate behind the scenes while personal AI assistants handle customer requests. The shift is from customers choosing a channel to AI systems orchestrating the interaction across multiple channels, systems and processes. What does agentic AI mean for human customer service agents? Human agents will remain important for complex decisions, exceptions and situations requiring judgment or approval. Agentic AI can handle routine tasks and coordinate processes autonomously, allowing people to focus on higher-value interactions. The resulting model is not simply human versus AI; it is a customer service ecosystem in which AI and human expertise work together. Want to know more? How should companies prepare their customer service infrastructure for agentic AI? Companies should prioritize interoperable APIs, accessible enterprise data and systems that allow AI agents to securely perform defined actions. Modernizing the underlying architecture is important because agentic AI must connect customer context with operational systems rather than simply generate responses. A practical strategy is to improve integration and orchestration incrementally instead of treating AI as a standalone technology layer. Want to know more? How can businesses build trust in AI agents that make decisions or complete transactions autonomously? Trust requires more than accurate AI responses; businesses need reliable identity, authentication, authorization and traceability. AI agents should be able to prove who they represent, demonstrate that they have permission to act and operate within defined boundaries. Decentralized digital identity and verifiable credentials can provide a foundation for secure AI-to-AI transactions without relying solely on traditional passwords. ### Konecta achieves Best Places To Work recognition in Albania for 2025 URL: https://konecta.com/news-insights/news/konecta-achieves-best-places-to-work-recognition-in-albania-for-2025 Published: 2025-09-05 In 2025, Konecta’s Italian-Speaking Market Unit earned the Best Places to Work certification for its operations in Albania, marking the sixth consecutive year of this remarkable achievement. This recognition highlights the company’s steadfast commitment to creating a workplace where employees feel valued, supported, and motivated. Best Places to Work is an international HR certification program that gives employers across different countries the opportunity to gain deeper insights into their employees’ engagement and satisfaction. It also honors organizations that deliver an outstanding employee experience, meeting the highest standards for working conditions. The certification is based on comprehensive surveys and analysis of employee feedback, evaluating key dimensions such as leadership, work-life balance, professional growth, compensation, and benefits. Luca Mattana HR Director, ISM Konecta “This award represents an important validation of the way we understand work at Konecta. It is a prestigious recognition that reflects the commitment and enthusiasm behind the work environment we have built together. Winning the Best Places to Work award for the sixth time strengthens our conviction that customer satisfaction is deeply linked to the well-being of our people within an engaging and rewarding workplace.” This recognition further strengthens Konecta’s position as a benchmark in talent management and corporate culture, consolidating its reputation as a company that not only strives for excellence in client service but also places strong emphasis on employee well-being, development, and long-term engagement. ### Transforming workplace culture with responsible human-centric AI URL: https://konecta.com/news-insights/blogs/transforming-workplace-culture-with-responsible-human-centric-ai Published: 2025-08-25 For any forward-looking business, a responsible AI strategy isn’t just about going faster and optimizing operations. It’s a strategic opportunity to go deeper and transform company culture for a new age. The world of work is changing faster than ever. Research by Microsoft has found that 39% of workers’ existing skillsets will become transformed or outdated by 2030. While raising understandable questions about job security, this reality presents an historic opportunity for businesses to drive positive change. Instead of focusing on what AI might replace, we can co-create a future where human strengths are recognized and enhanced to deliver greater personal and business success. Intelligent companions Clearly, AI does some things as well as we humans - sometimes even better or faster. By removing the ‘noise’ of routine tasks, AI frees us for more fulfilling work that typically requires uniquely human qualities such as creativity, compassion and nuanced emotional responses. AI also opens more space for people to deepen their critical thinking, communication and collaboration. What’s more, the advent of GenAI has become a fantastic opportunity to democratize innovation by involving non-tech people and different perspectives in the transformation of business. At Konecta, one of our success measures is the number of effective AI use cases conceived by people outside our core AI teams. While using AI to transform business processes is essential, its true power is unleashed when we move beyond efficiency to amplify our individual and collective value. In this context, optimizing AI is about building a balanced hybrid environment that blends AI and human intelligence, with employees supported by their AI as an intelligent companion. This goes far beyond simple task optimization and creates a human/machine partnership that fosters professional growth. Enriching and accelerating personal development From this perspective, one invaluable capability of GenAI is that it enables hyper-personalization that puts employees at the center of their own personal development journey. This can be as simple as timely personalized training, or as transformative as helping an employee discover latent talents or explore a future they may never have considered. The benefits of viewing each person as unique are clear and measurable. When focused on personalization, AI-powered tools are proven consistently to cut time needed to train by at least 20%, while employees report higher levels of satisfaction and greater confidence before "day one" - all alongside consistently enhanced quality and adherence metrics. This mandates using the technologies responsibly by treating AI not as a performance critic, but as a co-pilot focused on each individual’s professional growth. AI-driven insights should be framed as developmental tools for coaching and skills-building, governed by strict protocols that separate them from formal performance metrics. Responding to ethical challenges: Responsible AI These examples of the emerging partnership between people and AI demonstrate great opportunities, but they also raise significant ethical questions. It is not enough to address the "intended use" of solutions. For instance, a small change in a prompt used to analyze a customer call could extract emotional information without clear justification, turning a simple solution into an unethical or non-compliant AI use case. It’s therefore vital not only to specify who is accountable for an AI’s outputs, but also to design and enforce strict operational protocols that prevent misuse, mistakes, and bias. These principles are the foundation of Responsible AI, a specialist domain increasingly recognized as vital to business. In fact, according to a 2025 MIT Technology Review survey, 87% of managers call Responsible AI important and 76% see it as a competitive priority. The same research, however, finds that only 15% feel highly prepared to adopt effective Responsible AI practices. This gap between awareness and readiness highlights the difficulty of this work and reinforces why robust guardrails and governance frameworks are so important. Empowered governance To take a pragmatic approach, at Konecta we advocate for an empowered governance structure. This typically incorporates a cross-functional, cross-level Ethical AI Review Committee. Its responsibilities include vetting (and vetoing) use cases before deployment and ensuring appropriate implementation of protocols to guarantee that a human, not just an algorithm, remains accountable for AI decisions and outputs. Let’s say, for example, that the Committee reviews a new AI-powered recruitment system for automating resume assessment. In addition to the appropriate risk-based compliance framework, it would mandate, for example, a "human-on-the-loop" protocol to ensure that a human recruiter consistently audits a random sample of low-scoring candidates to check for "false negatives", thereby ensuring that qualified individuals are not unfairly overlooked. Building AI literacy Realizing this vision of integrated and responsible AI is not simple; it also requires that workforces acquire new skillsets and that we increase AI literacy levels across our companies. Microsoft’s research confirms the scale of this challenge: 70% of organizations reported struggling to equip their workforces with necessary AI skills, and 62% of leaders said their organization has an AI literacy skill gap. On the positive side, this research has also concluded that when employees feel adequately trained in AI, they are nearly twice (1.9x) as likely to report realizing the value of AI, such as improved decision making. It is crucial that organizations provide employees with sufficient resources to learn how to work in productive partnership with AI, with ready access to secure low-friction hands-on learning environments. At Konecta, for instance, we recently developed a "prompt coach" that helps learners practice how to enhance the prompts they input into AI tools. Using this, our colleagues can see how small changes in their queries lead to vastly different outcomes. It’s about creating an easy and safe way for people to experiment and learn. Curiosity and adaptability As well as AI literacy, instilling the right mindset is critical. With AI transformation accelerating, businesses need to cultivate a culture of continuous learning and adaptability that reduces fear of change while developing critical thinking around AI. In a responsible business, AI-generated results should never be treated as absolute truth; nor should they be dismissed simply because they come from a machine. It’s important not only to best leverage the outputs of AI, but also to understand how results are obtained. This requires a balanced approach with a company mindset that values reflection, shared learning and - once more - responsible use of the technology. Leading the shift: humility and humanity Finally, the role of leaders is also changing. Modelling humility, transparency and a readiness to experiment has never been more important. It is critical that leaders become a model for usage of technology that is ethical, humane and responsible. As businesses at this new frontier, we are all learning - all the time. However, what’s now clear is that a responsible human-centric AI strategy can help any organization to empower a more resilient workforce, today and tomorrow. Ultimately, the most transformative question leaders can ask is not "what can AI do for us?" but "how can AI help our people become better?". Q&A How can organizations implement a human-centric AI strategy without disrupting employee adoption? Organizations can support adoption by introducing AI as a tool that augments employees rather than replacing their judgment. Start with practical use cases, provide hands-on AI training, involve employees in experimentation and establish clear rules for when human review is required. This combines technology adoption with change management, continuous learning and employee trust. Discover more. How should companies measure the success of human-centric AI in the workplace? Human-centric AI should be measured through both business and people outcomes. Relevant indicators can include training time, employee satisfaction, adoption, quality, adherence, decision-making and productivity. Organizations should also monitor whether AI is genuinely supporting professional development rather than becoming an informal performance-monitoring mechanism. What should an AI governance framework include for human-centric workplace AI? A human-centric AI governance framework should define accountability, review AI use cases, establish operational guardrails and specify when human oversight is required. Cross-functional governance involving business, technical and relevant control functions can help identify misuse, bias and other risks before deployment while ensuring that responsibility for AI decisions remains with people. How can organizations build AI literacy while encouraging employees to experiment safely? Organizations can build AI literacy by combining practical training with secure environments where employees can experiment, test prompts and understand how AI outputs change. Training should also develop critical thinking, so employees learn to question and validate AI-generated results rather than automatically accepting or rejecting them. ### Konecta Argentina joins UNICEF's “Un Sol para los Chicos" telethon for the fourth consecutive year URL: https://konecta.com/news-insights/news/konecta-argentina-joins-unicefs-un-sol-para-los-chicos-telethon-for-the-fourth-consecutive-year Published: 2025-08-12 Konecta participated for the fourth consecutive year in the 34th edition of Un Sol para los Chicos, UNICEF Argentina's annual charity telethon dedicated to improving the lives of children and adolescents across the country and around the world. Broadcast live on Saturday, August 9, via eltrece and eltrecetv.com.ar, the event brought together artists, the private sector, organizations, and thousands of Argentines united by a common goal: promoting lasting change in support of children's rights. For over three decades, Un Sol para los Chicos has stood as a national symbol of solidarity, raising funds for UNICEF programs focused on education, healthcare, and child protection. Konecta once again joined forces with UNICEF Argentina to contribute to the success of the 2025 edition. Volunteering behind the scenes Since 2022, dozens of volunteers from the Konecta offices in Buenos Aires have participated in the initiative, while this year in 2025 the event was carried out by volunteers from the Córdoba offices. These dedicated team members donated their time to manage the phone donation channels, actively collaborating with fundraising efforts. Beyond these tasks, the Konecta team helped foster a positive and collaborative environment through giveaways and internal activities that took place throughout the day. Romina Marceletti CPO at Konecta Southern Cone "Our participation in UNICEF's Un Sol para los Chicos is much more than a unique act of solidarity – it is a clear expression of our long-term commitment to children and to building a more equitable future, Every Konecta volunteer who dedicates their time on this day becomes a true agent of change, proving that by working together we can make a real difference and amplify our impact within the community." Martín Giménez Rébora Resource Mobilization Manager, UNICEF Argentina “Thanks to the KONECTA Team for joining once again Un Sol para los Chicos in 2025 with renewed enthusiasm and commitment to collaborate in the achievement of fundraising results for children.” 2024 + 2025 Results and Impact In 2024, 50 volunteers participated in the event, handling over 1,700 calls from potential donors. This year, 80 volunteers joined the initiative, making more than 36,000 outbound calls to former donors, which doubled the number of calls managed the previous year. This helped raise $1,945,653,333, as reported by UNICEF Argentina. You can read the full press release here. ### Konecta supports reforestation in Madagascar URL: https://konecta.com/news-insights/initiatives/konecta-supports-reforestation-in-madagascar Published: 2025-08-07 As part of our ongoing commitment to environmental sustainability, Konecta continues to invest in reforestation initiatives that contribute to the protection and regeneration of vital ecosystems around the world. Following our support of the Saving the Amazon project, which focused on preserving rainforest biodiversity and empowering Indigenous communities, we have taken further action in 2025 with a local reforestation activity in Antolojanahary, Madagascar. The initiative brought together 90 Konecta volunteers, united by a shared commitment to environmental responsibility. Over the course of the day, the team planted 1,000 trees, contributing directly to the regeneration of local ecosystems and the protection of Madagascar’s rich biodiversity. This hands-on effort reflects Konecta’s belief that positive impact begins with small actions taken by people. Working together for a greener future The project was carried out in collaboration with Bondy, an organization dedicated to ecological restoration and sustainable development. Thanks to their local expertise, the reforestation effort was not only effective, but also respectful of the area’s environmental and social context. Active across Madagascar and beyond, Bondy works to regenerate degraded land, foster biodiversity, and support communities through sustainable land stewardshi A day to remember This initiative was an opportunity for employees to connect with nature, step out of their daily routines and engage directly in a project that aligns with Konecta’s long-term vision of corporate social responsibility and sustainable growth. ### Environmental commitment: Konecta continues its forest protection efforts in Italy with the Casentinesi Forest National Park URL: https://konecta.com/news-insights/initiatives/environmental-commitment-konecta-continues-its-forest-protection-efforts-in-italy-with-the-casentinesi-forest-national-park Published: 2025-06-28 Protecting forests is not just an environmental concern, it is a shared responsibility. Konecta is fully aware of this and reaffirms its commitment to safeguarding biodiversity and ecosystems in Italy. By launching new initiatives, the company strengthens its well-established collaboration with the Casentinesi Forest National Park. A tangible commitment to nature In Italy, Konecta has chosen to invest in concrete actions supporting a protected area of exceptional natural richness, straddling the regions of Tuscany and Emilia-Romagna, where nature remains the dominant force. Despite past human interventions, the area is now carefully managed to preserve its remarkable ecological balance. In 2024, the following key initiatives were launched: - Acquisition of 20 hectares of Douglas fir forest (Pseudotsuga menziesii) on the slopes of Mount Falterona, in the municipality of Pratovecchio Stia. This initiative, carried out by the Park Authority, contributes to protecting a valuable habitat and maintaining protected forest coverage. - Co-funding of a research grant for young scientists specializing in pollinating insects, aiming to advance the study and conservation of these essential species and their habitats, critical to maintaining ecosystem balance. These efforts reflect Konecta’s responsible approach, viewing sustainability not just as a strategic goal, but as a duty to future generations. 2025: New projects for biodiversity and cultural heritage This year, the partnership between Konecta and the Park Authority will deepen through two major initiatives: - Restoration of a 5-hectare chestnut grove owned by the Park Authority in the Eremo Nuovo – Bertesca area, within the municipality of Bagno di Romagna. This project will involve targeted interventions to preserve biodiversity, enhance CO₂ storage capacity, and recover traditional cultural practices. - Commission a recent graduate to conduct research on high-altitude grasslands, focusing on the park’s floristic species and the “diet” of pollinating insects. The initiative will also include habitat restoration through cattle grazing, delivering both ecological and landscape benefits. These projects bring wide-ranging advantages: they restore precious habitats recognized at the European level, improve the forests’ carbon sequestration capacity, and thus contribute to the fight against climate change. Moreover, such initiatives offer powerful opportunities for communication and public engagement due to their strong social visibility. The strategic value of environmental sustainability For modern businesses, sustainability has become a key pillar. It is no longer merely a matter of corporate social responsibility but a factor that shapes reputation, competitiveness, and the ability to attract talent and investment. By investing in environmental projects like those led by Konecta in Italy, companies can: - Demonstrate genuine commitment to both community and environment - Contribute to achieving the United Nations Sustainable Development Goals (SDGs) - Create shared value by generating positive impact for both the business and society - Foster a culture of responsibility and belonging that employees can take pride in In today’s global context, where sustainability is increasingly important to consumers, investors, and all stakeholders, companies are more motivated than ever to take an active, responsible role. Konecta’s projects in Italy: a choice that makes a difference The Casentinesi Forest National Park is one of the most pristine natural areas in Europe. It preserves centuries-old forests, peaceful ponds home to non-invasive species, and protected wildlife such as deer, roe deer, wolves, and alpine newts. The Park is also rich in botanical treasures like wild pansies and offers immersive nature experiences through trails such as the “Path of the Sacred Forests”, fostering an authentic connection with the environment. Konecta’s supported initiatives help preserve biodiversity, promote scientific research, and provide educational opportunities for young professionals. The involvement of a leading company in Business Process Outsourcing and digital services in environmental projects illustrates how innovation and responsibility can coexist and turn businesses into active agents of positive change. ### Konecta celebrates the second anniversary of the “Businesses for People and Society” Manifesto URL: https://konecta.com/news-insights/initiatives/konecta-celebrates-the-second-anniversary-of-the-businesses-for-people-and-society-manifesto Published: 2025-06-20 As a proud signatory of the Manifesto - an initiative promoted by the UN Global Compact Network Italy - Konecta reaffirms its commitment to building a fairer, more inclusive, and sustainable future. The Manifesto outlines ten guiding principles that participating companies pledge to uphold, in full alignment with the United Nations 2030 Agenda and the principles of the Global Compact. At Konecta, signing the Manifesto means turning words into action: - Championing fundamental rights: equality, gender parity, and the inclusion of all individuals - Promoting corporate welfare: protecting health, safety, and work-life balance - Creating stable, quality jobs: offering continuous training and fighting precarious or irregular employment - Engaging our people and communities: working hand in hand with employees, stakeholders, and local communities to drive sustainable development and support meaningful social initiatives A bold strategy for social impact Joining the “Businesses for People and Society” Manifesto has inspired Konecta to accelerate its social responsibility agenda in Italy. In 2024, we launched initiatives such as: - A support and listening center to combat violence against women - We Trust in Your Talent: a project designed to promote gender equality In 2025, we strengthened our efforts through: - A partnership with OrtoStorto, fostering inclusion and diversity by supporting local communities - An educational program against cyberbullying, standing up for the most vulnerable ones. Our commitment to real, measurable social responsibility At Konecta, responsibility is embedded in everything we do. Our adherence to the Manifesto reinforces our pledge to an ethical, inclusive business model, aligned with the Sustainable Development Goals (SDGs) and supported by leading certifications like the SA8000 that we own in Italy. In a sector where people are at the heart of value creation, we attract top talent and set ourselves apart by ensuring our practices reflect our values. For Konecta, embracing the Manifesto is more than a commitment, it’s a powerful driver of a resilient, inclusive, and future-ready corporate culture that meets the expectations of today’s society. ### How Konecta redefines the meaning of diversity at work. What does it mean to truly belong? URL: https://konecta.com/news-insights/initiatives/how-konecta-redefines-the-meaning-of-diversity-at-work-what-does-it-mean-to-truly-belong Published: 2025-06-19 Beyond just hiring and tolerating, we strive for a workplace where you are seen, respected, and celebrated for who you truly are, by your colleagues, and by the company you build with every day. At Konecta, inclusion is part of our DNA, connecting our countries, cultures, and communities. From Lima to Buenos Aires to Madrid to South Africa and beyond, inclusion shapes our decisions, our hiring, our leadership, and our impact. To make this work, Konecta is building and constantly improving a DE&I model based on different pillars, including LGBTQ+, disability, multiculturality, older adults, and gender equity: - Ongoing training through our local and global internal learning platform - Visible sponsorship by leaders who act as DE&I champions - Alliances with social organizations to expand our impact beyond the business - Employee stories and testimonials, shared across teams to break down stereotypes But above all, it’s about creating a culture where no one has to hide. When people feel safe and valued, they do their best work while helping others do the same. Let’s take a closer look at how our teams in Peru and Argentina are turning this commitment into measurable action. Peru: a decade of InKluye, a culture of respect Back in 2012, long before the word “inclusion” became a trending topic, Konecta in Peru launched InKluye, a Diversity, Equity and Inclusion (DE&I) program that began by supporting people with disabilities. Today, it has evolved into a much broader and more ambitious initiative. InKluye supports: - LGBTQ+ community members - Senior people - Migrants - People with disabilities - And other traditionally marginalized groups From inclusive bathrooms in all our offices to marriage and adoption leave available equally to LGBTQ+ employees, Konecta in Peru is embedding inclusion into every layer of the employee experience. This commitment extends to health plans (EPS - private health insurance plans that provide comprehensive medical coverage, including services tailored to the needs of transgender employees) that cover the needs of transgender employees, and DEI training modules that address unconscious bias, myths about the LGBTQ+ community, and respectful language. Konecta also promotes allyship through formal sponsorship programs, where senior leaders actively support and advocate for our DE&I actions, including LGBTQ+ inclusion. Our commitment has been recognized by key organizations: - Pride Connection Peru: awarded “Promotion of a Culture of Inclusion” (2022) for our transgender inclusion practices, and “Most Challenging Inclusive Benefit” (2023) for our EPS plan adapted for trans employees. - Presente Awards (Peru): honored as “One of the Most Trans-Inclusive Workplaces” (2022) and “Top Company for LGBTQ+ Talent” (2023). - Great Place to Work Peru: listed among the “Best Workplaces for Diversity & Inclusion” consistently since 2020. - APEXO (Asociación Peruana de Experiencia de Cliente): winner of the “Best Diversity Balance” award for three consecutive years (2021–2023). These awards are reminders that building inclusive environments takes intentionality, courage, and leadership. We’ve had over 220 LGBTQ+ employees join our teams since 2012. But even more important than numbers are the stories, like Carlos and Angie. Carlos joined in 2019. Openly gay, creative, and full of energy, he found a place where he didn’t need to “tone it down.” He’s now leading Communications and Social Responsibility initiatives, proving that authenticity is powerful. Angie started as an operations advisor in 2017 and began her gender transition while at Konecta. Angie Team Leader & Inculsion Ambassador “This company gave me the confidence to live my identity with pride” 818 Argentina: Celebrating pride 365 days a year In Argentina, the commitment to LGBTQ+ inclusion is equally strong and Pride is an everyday reality. Konecta in Argentina has created a workplace where diversity is celebrated not just during Pride Month, but as a continuous commitment over the years. In 2023, the team launched local initiatives aligned with Konecta’s global DE&I framework. These included awareness campaigns, internal communications to challenge stereotypes, training sessions on inclusive language and unconscious bias, as well as cross-functional sponsorship programs. Building on past work, Konecta has consistently participated in Buenos Aires Pride, partnered with NGOs to boost LGBTQ+ employability, and cultivated internal champions for inclusion. Our journey took a big leap in 2024 with the launch of Orgullosamente DE&I, a comprehensive program channeling all our diversity actions across gender identity, sexual orientation, disability, and generations. One key insight shaped this: 25% of our team members identify as part of the LGBTIQ+ community. This has inspired tangible actions: - Marching together: In 2024, for the first time, Konecta in Argentina marched as a company in Pride parades nationwide in Buenos Aires, Córdoba, and Mendoza. We’re going to march again in 2025, showing visible, continuous and collective support. - Pride Connection Argentina: We proudly hosted Pride Connection in July 2024, creating a space for businesses to share best practices on LGBTIQ+ inclusion. Our colleague Máxima Chamorro spoke at the March plenary for Trans Visibility Day, sharing her powerful story as part of Konecta. - Travesti-Trans hiring commitment: Our recruitment processes include a firm focus on Travesti-Trans talent, reinforcing our role as an employer of choice for all identities. - Gender transition protocol: This Pride Month, we’re set to launch our Gender Transition Protocol, created in collaboration with Fundación Mocha Celis. - Employee Resource Group (ERG): We’re launching our first ERG focused on LGBTIQ+ colleagues to foster dialogue, visibility, and support year-round. Inclusion as a daily practice As Konecta grows, so does our responsibility. We continue to invest in policies, partnerships, and people that move us closer to true equality and not just during Pride Month, but all year long. To the quiet breakthroughs. The brave first days. The bold transitions. The workplaces where being yourself is the start. 📌 Interested in learning more about how Konecta is building a culture of belonging? Stay tuned! ### Konecta officially certifies its carbon footprint calculation with the Ministry of Environment of the Province of Córdoba, Argentina URL: https://konecta.com/news-insights/news/konecta-officially-certifies-its-carbon-footprint-calculation-with-the-ministry-of-environment-of-the-province-of-cordoba-argentina Published: 2025-06-18 As part of its strong commitment to a more sustainable future, Konecta in Argentina has officially certified its organizational carbon footprint calculation. This certification was granted by the Carbon Footprint Registry of the Province of Córdoba, a public program led by the Secretariat for Climate Change of the Ministry of Environment and Circular Economy. This achievement not only recognizes Konecta’s strong environmental management, but also serves as a key tool for fostering a more conscious organizational culture aligned with the Sustainable Development Goals (SDGs). This milestone is a powerful driver for continuing to promote concrete climate actions and for engaging the entire community in building a greener, fairer, and more resilient future. The Carbon Footprint Registry of the Province of Córdoba promotes the measurement, reduction, and management of greenhouse gas (GHG) emissions in public and private organizations.This public program measures organizational emissions across the three scopes defined by the GHG Protocol: - Scope 1: Direct emissions, such as fuel use in company-owned vehicles. - Scope 2: Indirect emissions related to electricity consumption. - Scope 3 (optional): Indirect emissions from the value chain, including business travel, waste, and third-party transport. By following ISO 14064-1 standards, the registry ensures traceability, technical rigor, and international comparability of the calculations. This is an essential step towards developing policies to mitigate and offset GHG emissions, reflecting a strong commitment to sustainability and the protection of natural resources and biodiversity in the province. Konecta and its carbon footprint reduction plan Konecta in Argentina has been measuring the environmental impact of its operations since 2017. This ongoing monitoring has enabled the company to implement concrete measures to significantly mitigate and reduce its carbon footprint. Key initiatives include: - Reforestation program: more than 2,000 native trees planted in various regions of the country. - Recycling program: promotes consumption reduction, waste sorting at source, and circular economy practices, achieving the recycling of 3,370 kg of waste annually from its offices in Argentina. - Environmental volunteering program: over 160 trained volunteers engaged in actions such as reforestation and waste clean-up. - Sustainable purchasing program: prioritizes suppliers and products with lower environmental impact. - Commitment to sustainable mobility: successfully reduced the environmental impact of daily commutes, offsetting 12,313 kilometers since September 2024. A firm commitment to sustainability Thanks to its continuous carbon footprint monitoring, Konecta in Argentina has achieved a remarkable reduction in annual carbon dioxide emissions—from 7,800 to 1,790 tonnes. The official certification of this process by the Secretariat for Climate Change will strengthen the technical quality of the calculation and incorporate new elements into its environmental management efforts. ### Generative AI and customer experience: moving beyond the hype to build real impact URL: https://konecta.com/news-insights/press-releases/generative-ai-and-customer-experience-moving-beyond-the-hype-to-build-real-impact Published: 2025-06-04 New white paper from Konecta demonstrates how to improve customer experience with Generative AI Madrid, June 5, 2025 – As the public discourse around artificial intelligence (AI) swings between promises of total automation and fears of massive job losses, a more grounded reality is emerging. Konecta, a global leader in customer experience, today published a white paper which aims to challenge these narratives through real-world examples of generative AI (GenAI) deployment in customer service. Created in collaboration with BCG, the publication debunks five widespread GenAI myths based on real-world implementation results. The takeaway is clear: GenAI is neither a magic wand nor a plug-and-play solution. It requires robust infrastructure, a strong data culture, and a thorough rethinking of business processes. The white paper, entitled “Cutting through the noise: Early lessons from deploying GenAI to transform customer experience”, provides valuable guidance for companies facing the challenge of integrating GenAI. Konecta is already implementing this roadmap through its Katalyst 2028 strategic plan, drawing from actual client use cases. Myth #1: GenAI is only useful for cutting costs While the initial benefits of GenAI (up to 30% productivity gains and 16% reduction in handling time) confirm its operational value, its impact goes far beyond. GenAI enhances communication quality, supports real-time coaching, and boosts both customer and sales engagement. In one example, a European insurance provider realized a 40% increase in conversion rate within six weeks using a combined solution of AI, training, and human oversight. What we’re seeing: In Konecta contact centers where AI tools are deployed, human agents are not just working faster - they’re working smarter. They ask better questions, rephrase more clearly, and pay closer attention to subtle cues. These behavioral changes, supported by well-designed tools and targeted training, are where real value is created. Myth #2: GenAI lowers employee satisfaction Contrary to common fears, properly-integrated generative AI actually improves the employee experience. In initial rollouts, over 70% of agents reported enthusiasm about using these tools - mainly for the time they save and the ability to focus on high-value interactions. What we’re doing: Konecta is training more than 4,000 employees on AI usage, with a strong focus on upskilling and supporting shifts in career advancement. 95% of employees surveyed found transcription assistance tools helpful, and 82% valued AI-driven personalized training. Rather than replacing them, GenAI gives new meaning to their work. Myth #3: GenAI can’t deliver an engaging customer experience A deeply ingrained myth is that customers inherently dislike automated interfaces. The white paper provides a more nuanced understanding: It’s not AI that customers reject, it’s poor service. Where GenAI is used wisely - with contextual integration and the option to escalate to a human - customer satisfaction levels match or even exceed those of traditional support. What we’re measuring: At Konecta, introducing GenAI tools has boosted satisfaction scores in some use cases from 81% to 85% in only two months. Myth #4: Success with GenAI is all about the algorithm In reality, 70% of GenAI’s success depends on processes, teams, and business integration. AI is not just a plug-in software - it relies on an entire technical ecosystem: cloud infrastructure, data governance and processing, and a fundamental shift in operating models. Konecta’s response: Our Katalyst 2028 plan encompasses a dual transformation – both technological and organizational. According to Luigi Esposito, Konecta’s Head of AI Deployment for the EMEA and English-speaking markets, “Our partnerships with Google Cloud, AWS, and Uniphore reflect this vision. We’re structuring our data flows, strengthening our analytical capabilities, and above all, investing in front-line adoption with agents and managers.” Myth #5: GenAI will eventually replace human agents The white paper clearly showed that the most effective use cases harness a complementary dynamic between humans and AI. Automated tools handle repetitive tasks, while humans remain essential for complex, emotional, and strategic situations. Our outlook: Konecta plans to grow its workforce by 5% by 2028, recruiting more hybrid profiles -both tech-savvy and empathetic - in contrast to the doomsday scenarios promoted by some industry observers. Conclusion The question is no longer whether GenAI will transform the sector - it already has. The question is how. This white paper, along with Konecta’s Katalyst 2028 implementation, shows that this transformation can be positive if it is actively managed. “Generative AI isn’t something you just decide to roll out. It requires solid foundations, adapting our workforce capabilities, and ensuring agent engagement,” said Oscar Verge, Chief AI Deployment Officer of Konecta. "We understand the complexity, but it's considering these critical elements that will allow GenAI to be a catalyst for long-term, sustainable value creation. With Konecta now actively managing over 100 GenAI projects, our fundamental role is to responsibly steer this significant transformation forward, ensuring people remain at its very core while we drive sustained progress.” About the methodology This white paper is based on a rigorous methodology, drawing from real-world deployments in customer environments. Findings come from comparative experiments (test vs. control groups), quantitative metrics (performance, satisfaction, engagement), and qualitative feedback from front-line agents and managers. It assesses GenAI’s impact across technical, human, and organizational dimensions - and identifies the key enablers of success: robust infrastructure, data mastery, and change management. Nearly 400 Konecta agents, located primarily in Spain and South America, were surveyed over a six-week period. To read or download a copy of the white paper, visit here. ### Konecta reaches new heights by achieving AWS select Tier Partner status URL: https://konecta.com/news-insights/news/konecta-reaches-new-heights-achieves-aws-select-tier-partner-status Published: 2025-05-28 - Recognized for excellence in AWS cloud solutions and technical delivery - Unlocking greater value and innovation for our clients worldwide We are excited to share that Konecta has earned the prestigious Select Tier status within the Amazon Web Services (AWS) Partner Network. This milestone reflects our team’s dedication, technical expertise, and commitment to delivering high-impact cloud solutions for our clients. What this means The AWS Partner Network (APN) is a global community of trusted technology and consulting firms leveraging AWS to build innovative solutions. Achieving Select Tier status validates Konecta’s proven capability to design, implement, and manage robust AWS-based workloads, underpinned by our technical acumen and successful delivery record. Our journey to select Tier This recognition is the result of sustained effort. Our teams have completed advanced training, achieved AWS certifications, and delivered transformational projects for a variety of clients. By harnessing AWS technologies, we've helped organizations reach their goals faster, more securely, and with greater flexibility. Benefits for our clients As an AWS Select Tier Partner, Konecta brings enhanced value through: - Access to AWS’s latest tools and services - Deepened cloud expertise and faster deployment times - Competitive advantage through industry-best practices and innovations A word from our leadership “This achievement marks an important step in our cloud transformation journey,” said Massimo Canturi, Head of Konecta Digital. “Becoming an AWS Select Tier Partner is a testament to the talent and tenacity of our teams. It reinforces our mission to deliver smart, scalable, and secure solutions that help our clients thrive in a digital-first world.” Looking ahead: our path to advanced Tier Our focus is now on reaching the AWS Advanced Tier — a more rigorous partner level that demands deeper technical capability, customer success, and innovation. We’re already scaling our certified team, undertaking complex cloud projects, and continuously elevating our service offering. Stay tuned for more updates as we work towards this next milestone! Get Involved Curious how Konecta can elevate your business with AWS? Visit our Services Page or Contact Us to explore the possibilities. ### Konecta recognized as a Leader in Frost Radar™: Customer Experience Management Outsourcing in Europe and Latam, 2025 URL: https://konecta.com/news-insights/press-releases/konecta-recognized-as-a-leader-in-frost-radar-customer-experience-management-outsourcing-in-europe-and-latam-2025 Published: 2025-05-22 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.” To download the reports click here ### Are you ready to win with Black Friday? URL: https://konecta.com/news-insights/blogs/are-you-ready-to-win-with-black-friday Published: 2025-05-08 5 critical success factors for retail and e-commerce businesses to optimize peak volumes and seasonal high demand If you’re a retailer or e-commerce business, you’ll know the highs – and lows – that Black Friday can bring. Get the season right and you can win brand loyalty for life. Get it wrong and you can lose a valued customer forever. And what about your workforce? An effective Black Friday strategy will make the difference between stressed-out agents and a team that feels equipped and inspired to go the extra mile. So, what will 2025’s Black Friday season bring? And how can your business get the best from peak volume demand? Why Black Friday matters Black Friday has established itself as an essential part of the retail calendar. It’s celebrated as the year’s most critical revenue-generating window. According to WooCommerce data, over 70% of US merchants make at least 20% of their revenues during Black Friday and Cyber Monday sales. But it’s also an important opportunity to wow customers and tell new stories about your brand. That’s why peak season planning isn’t an operational necessity, it’s a strategic imperative. Will your customer service operations be sufficiently prepared to meet high-volume demand? No business wants unhappy customers, burnt-out staff, missed sales, high costs, high churn, and resulting damage to reputation. The good news is that there are more ways than ever to accurately forecast, prepare for and efficiently meet even the highest levels of demand. A structured, data-driven and technology-enabled strategy is best – from early planning, through ramp-up and onto execution. Based on our experience working with retail and e-commerce leaders, here are five critical success factors to ensure your company hits the mark with Black Friday and other peak sales opportunities. It’s about early planning, having a great partner by your side to share the challenge, taking care of your agents, optimizing your operations, and matching great value with great experience for your customers. #1 Timing is everything – so plan early and plan right In our experience supporting leading global brands – and evidenced by industry best practices and operational benchmarks – the month of May is a critical window to start planning. Kicking off in May will give you enough time to align strategically, integrate effectively, and be fully operational before peak planning cycles begin. Delaying beyond this point can significantly compress timelines and limit flexibility, making it harder to execute successfully later in the year. In essence, early planning brings three key advantages. - Firstly, it means that you can conduct comprehensive due diligence to select the best external partner for your needs. - Secondly, you have the space to align onboarding and training phases more closely with forecasted demand curves. - Thirdly, you can avoid reactive (and potentially costly) hiring and resource constraints during Q3 and Q4. By initiating preparations during this window, you’ll have sufficient runway to establish performance frameworks, integrate systems and calibrate quality assurance protocols. #2 Choose the right partner based on strategic criteria Having a trusted business process outsourcing or customer service partner by your side will make all the difference in the world. Choosing the best partner for your business means looking beyond headcount numbers and cost-per-contact metrics. Take time to consider all the relevant evaluation criteria – including: - Domain expertise. Has the potential partner got a strong track record in supporting retail or e-commerce brands during high-demand periods? Do they share your values? Do they have a proven strategy to share? Will they deploy skilled agents, and can they align their processes with your specific needs? - Complementary peak calendars. Do they serve customers with a range of differing peak seasons (such as tax or travel seasons)? - Flexibility. Can they dynamically adjust resource allocations in response to shifting demand patterns? - Technological maturity. Do they deploy game-changing digital enablers, such as AI-based training, call-flow simulations, and self-service optimization tools to improve outcomes for your business? - Labor market suitability. Do they have expertise in regional labor norms, work-week regulations, and agent availability in your relevant geographies? #3 Optimize your Time-to-Proficiency While you might know when your agents are ready, based on our experience, a key metric is Time-to-Proficiency – the measure of how long it takes for an agent to perform at optimal levels. In fact, failure to manage this metric effectively can result in lower first contact resolution rates, higher average handling times and lower Net Promoter Scores. A strategy to shorten your Time-to-Proficiency (TTP) should take a robust and data-driven approach to readiness planning, aligning agent ramp-up schedules with projected volume spikes. Can you plan for phased hiring from July through September to stagger onboarding and achieve full proficiency by October? If you can, this will stabilize performance in time for the season to start. From working with customers, we know that TTP metrics are directly influenced by the structure and duration of training programs. Broadly speaking, a training program of approximately three weeks typically correlates with a three-week TTP period. The latest AI tools such as Copilot offer major benefits in helping agents to achieve proficiency faster, for instance by simulating real call scenarios. In fact, according to recent research, retailers who integrated AI chatbots into their operations experienced a 9% increase in sales conversions. #4 Optimize your workforce without compromising quality Optimizing workforce costs is critical to protecting the bottom line. On one hand, premature overstaffing will inflate fixed costs without delivering corresponding value for your customers or your business. On the other, late-stage onboarding erodes performance and customer satisfaction. It’s important to find ways of optimizing your workforce and costs without compromising the experience of your people or your customers. A balanced data-enabled approach to workforce management will ensure people are not overstretched while maintaining cost-efficiency and performance. Staggered scheduling is one way to significantly improve productivity. With advances in AI and analytics, companies can take a data-driven approach to align staff hours with accurate week-over-week forecasted contact volumes (based on historical data). Today’s more advanced Workforce Management digital platforms offer new ways to monitor occupancy and prevent overstaffing. #5 Prioritize for execution excellence Once peak season has kicked off, meticulous attention is needed on how people and processes are orchestrated. Again, digital enablers are key to maximizing efficiency while looking after your people and protecting your brand. In the new age of agentic AI, these include use of AI-powered automation to execute repetitive tasks, for instance, implementing bots and self-service for FAQs, order tracking, and basic troubleshooting. This frees-up agents to focus on looking after your customers, using their ingenuity, and taking care of sensitive or complex needs. From a workforce management perspective, consider de-prioritizing non-time-sensitive tasks and back-office processes, and assign your most experienced people for high-value or sensitive interactions and. What’s more, introducing new work shifts as needed will help to maintain full capacity during the critical weeks, with agents asked to schedule their vacations outside of high-pressure sales periods. Get ready, go! Peak season preparedness is not a downstream task: it is a strategic pillar of revenue assurance and reputation management. By initiating planning early, selecting the right partners, deploying digital tools, and leveraging geographic labor advantages, you can evolve ever more resilient, responsive and high-performing customer service operations. Black Friday offers virtually unlimited opportunities for forward-looking business. Yet while the rewards are great, so too are the risks if Black Friday isn’t carefully orchestrated. Now is the time to act. This is an unmissable opportunity to get clearer about your markets, create special memories for customers, excite your team, and achieve new levels of success together. Q&A What KPIs should retailers track during Black Friday to protect both customer experience and operational efficiency? Retailers should track service level, first contact resolution, average handling time, customer satisfaction, abandonment rate and agent occupancy alongside sales and contact volumes. Monitoring these KPIs together helps identify whether staffing and automation are absorbing demand efficiently without creating longer waits, repeat contacts or declining customer experience. How should retailers decide which Black Friday customer service interactions to automate? Retailers should prioritize automation for high-volume, repetitive and predictable interactions such as FAQs, order tracking and basic troubleshooting. Human agents should remain focused on complex, sensitive or high-value cases where judgment and empathy are important. This approach uses AI and self-service to absorb demand while preserving human support where it has the greatest customer value. What should retailers do if Black Friday demand is higher than forecast? Retailers should use flexible workforce planning to reallocate capacity as volumes change, including adjusting shifts, prioritizing critical interactions and moving non-urgent work outside the peak period. AI, self-service and automation can absorb repetitive demand, while experienced agents handle complex cases. Real-time monitoring allows teams to respond before service quality deteriorates. How can retailers reduce Black Friday customer service costs without damaging customer experience? Retailers can reduce peak-season costs by matching staffing to forecasted demand, staggering schedules, automating repetitive interactions and directing experienced agents toward complex cases. The goal is not simply to reduce headcount or contact costs, but to align capacity with demand while maintaining service quality, customer satisfaction and operational resilience. ### Konecta announces its Net Zero ambition for 2040 URL: https://konecta.com/news-insights/press-releases/konecta-announces-its-net-zero-ambition-for-2040 Published: 2025-05-05 Madrid, May 9, 2025 — Konecta, a global leader in customer experience (CX) and digital services, has announced its ambition to reach Net Zero greenhouse gas emissions by 2040, ten years ahead of the global target set under the Paris Agreement. Approved by Konecta’s Board of Directors in March 2025, the plan reflects the company’s broader commitment to sustainability and responsible growth, integrating environmental accountability into its long-term strategic direction. Through this commitment, Konecta joins a growing number of companies aiming to play a leading role in the global transition to a low-carbon economy. “At Konecta, we believe that true innovation doesn’t only transform industries, it uplifts communities and safeguards our planet. This is not just an ESG strategy, it’s our way of building a future that’s equitable, inclusive, and climate-resilient. Because shaping tomorrow means acting responsibly today,” said Nourdine Bihmane, Konecta CEO. Science-based targets and decarbonisation strategy Konecta’s Net Zero plan is aligned with the 1.5°C goal outlined in the Paris Agreement. The strategy calls for: - A detailed decarbonisation roadmap that encompasses energy efficiency, renewable energy, digital optimisation, sustainable commuting and procurement practices. - Measurable reductions in emissions are the priority, although it will also rely on offsetting projects. Since 2017, Konecta has been measuring its global carbon footprint — a foundational practice that supports our validated near-term reduction targets and guides our decarbonization efforts. An integrated approach across the value chain Konecta’s sustainability plan spans multiple pillars: - Real estate and energy: upgrading facilities to energy-efficient standards and prioritising renewable energy consumption. - IT solutions and data centers: implementing green technology infrastructure and promoting sustainable practices across digital services. - Employee engagement: encouraging low-carbon commuting and remote work (when possible) through structured programs. - Vehicle fleet and travel policies: transitioning to sustainable vehicles and promoting efficient driving and reduced business travel. - Supply chain: evaluating suppliers based on ESG performance and setting joint emissions reduction targets. - Offsetting programs: investing in projects that neutralize residual emissions, with a focus on supporting clients in achieving their own carbon neutrality goals. “This is a comprehensive effort, our approach generates operational savings and efficiency, but more importantly, it creates a ripple effect. By reducing our emissions, we’re also helping clients and suppliers to reduce theirs,” commented Anabel García Aganzo, Global Head of Climate change, Risks & Compliance at Konecta Beyond compliance: leading by example Konecta’s target precedes the 2050 deadline mandated by key global frameworks, including the European Climate Law, the UNFCCC, and the Race to Zero initiative. The company's forward-looking stance aims to not only meet but exceed regulatory requirements, while reinforcing its position as a sustainability benchmark in the customer experience and outsourcing sectors. With this announcement, Konecta invites all stakeholders—clients, partners, employees, and suppliers—to be part of a transformation that prioritises climate responsibility without compromising business performance. ### Konecta in Spain cuts its carbon footprint by over 50% and strengthens its climate commitment URL: https://konecta.com/news-insights/news/konecta-in-spain-cuts-its-carbon-footprint-by-over-50-and-strengthens-its-climate-commitment Published: 2025-04-24 Konecta in Spain reduced its carbon footprint by 52.89% in 2023 compared to the previous year, consolidating its leadership in corporate sustainability and reaffirming its strong commitment to the fight against climate change. This significant reduction has been verified by AENOR and officially recognized by Spain’s Ministry for Ecological Transition and Demographic Challenge, which has awarded the company the Sello Calculo certification. This achievement specifically reflects the carbon footprint of Konecta in Spain, distinguishing it from the group’s global data. The measurement, carried out in line with the international GHG Protocol standard, used 2022 as the baseline year. Direct emissions (Scope 1) amounted to 451.38 tonnes of CO₂ equivalent, while indirect emissions (Scope 2) reached 225.41 tonnes. In 2023, direct emissions dropped to 319.03 tonnes, and indirect emissions were eliminated thanks to the use of 100% renewable energy across all sites. Emissions reduction plan: targets exceeded ahead of schedule Konecta in Spain has been measuring its carbon footprint since 2010 and, in recent years, has stepped up its strategy to stay ahead of future regulatory requirements. Its 2023-2026 reduction plan, which aimed to cut emissions by 45% compared to 2022 levels, achieved this goal in just one year.Among the initiatives implemented: - Use of electricity with a Renewable Energy Guarantee of Origin (GdO) - Upgrading of air conditioning and efficient lighting systems - Adoption of more sustainable electric vehicles - Installation of electric vehicle charging stations - Deployment of self-consumption photovoltaic plants - Integration of LED lighting in 91% of new facilities In line with new regulations, the government in Spain has approved a Royal Decree regulating the official carbon footprint registry, which now includes over 14,250 registered footprints. Konecta’s footprint in Spain is among them, reinforcing the company’s commitment to transparency and corporate climate action. Konecta is committed to continuing its efforts to achieve net zero emissions in the coming years. ### Konecta and Saving the Amazon: Partnering for environmental and community impact URL: https://konecta.com/news-insights/initiatives/konecta-and-saving-the-amazon-partnering-for-environmental-and-community-impact Published: 2025-04-18 Konecta's collaboration with Saving the Amazon, a non-profit organization focused on protecting the Amazon rainforest through community-led reforestation, reflects our commitment to sustainability, climate action, environmental protection and inclusive development. This partnership supports indigenous leadership, strengthens local governance, and contributes to long-term ecological restoration. A mission rooted in empowerment Founded over 12 years ago, Saving the Amazon was created in response to the urgent threat of deforestation in the Amazon, a region vital to global climate stability and biodiversity. The organization centers its work around empowering indigenous communities acknowledging their deep-rooted connection to the land and their ancestral knowledge of forest ecosystems. By supporting reforestation efforts, environmental education, and sustainable development models, Saving the Amazon strengthens community resilience and promotes long-term environmental impact. How Konecta supports the mission Since 2023, Konecta’s involvement goes beyond funding, it’s about building a strategic alliance aligned with our sustainability roadmap. Our contributions help: - Funding the planting of native tree species - Supporting community-led environmental projects - Amplifying awareness of Amazon preservation - Strengthening the social and economic development of local communities To date, Konecta has supported the planting of 2,010 trees with eight indigenous communities in Colombia’s Vaupés and Guainía regions. These efforts contribute directly to carbon capture and ecosystem restoration, while also fostering inclusion and equity. Community-led conservation in action Saving the Amazon’s approach combines environmental protection with community development and empowerment. Their strategy includes: - Native species reforestation led by indigenous groups - Sustainable land management and biodiversity monitoring - Environmental education and training for local leaders - Economic alternatives like community ecotourism - Defense of territorial rights and self-governance This integration of environmental and social efforts ensures that conservation has lasting effects, both for the land and for the people who inhabit it. Shared challenges, collaborative solutions Protecting the Amazon rainforest is a complex endeavor that faces multiple interconnected challenges. From illegal deforestation and limited resources to weak governance, climate threats, and the sheer size of the territory, the obstacles are as vast as the forest itself. Add to that the incredible cultural diversity of the Indigenous communities that call the Amazon home, and it becomes clear that conservation cannot succeed without a thoughtful, community-led approach. In this context, strategic alliances become essential and that’s where Konecta’s partnership with Saving the Amazon plays a vital role. By combining financial support, project coordination, and technological tools, Konecta helps expand the scope and effectiveness of reforestation efforts. The collaboration strengthens territorial monitoring, encourages the creation of sustainable economic alternatives, and boosts public awareness around the importance of Amazon conservation. Together, we’re building systemic solutions that empower communities and safeguard biodiversity. Highlights and measurable impact So far, Konecta and Saving the Amazon have achieved: Territories Impacted and Tree Planting Results: Vaupés and Guainía: 18 indigenous involved, 2010 trees planted. Cali (Valle del Cauca): 3 rural farmers involved, 100 trees planted. Tenjo (Cundinamarca): 4 rural farmers involved, 100 trees planted. Venecia (Antioquia): 4 rural farmers involved, 100 trees planted. Amazonas: Indigenous communities, +500 trees projected to be planted by 2025. Volunteer Engagement: - Konecta volunteers involved: 60+ - Planned expansion for 2025: +3,000 trees planted in Amazonas, Cundinamarca, Valle del Cauca, and Antioquia. Environmental Outcomes: - 2023: 783 trees planted = estimated 2,384 tons of captured CO₂ - 2024: 1,501 trees planted - 2025: 250 trees planted and we continue with the planting plan to achieve our goal. A real-life story of restoration One project that demonstrates the impact of this partnership took place in Tayazú, Timbo Río, and Puerto Corroncho, where illegal logging had degraded the forest. Through participatory reforestation, the community planted thousands of native trees, restored governance capacity, and initiated a community-based ecotourism model. This project has not only regenerated the local ecosystem but also created income opportunities and empowered local leadership to prevent future deforestation. Looking ahead: Goals for 2025 and beyond Konecta and Saving the Amazon aim to continue scaling this impact through: - Expanding the corporate forest under Konecta’s name - Launching new reforestation initiatives in vulnerable regions - Supporting mangrove restoration to enhance coastal biodiversity - Planting 1,000+ additional trees in 2025 These goals align with our broader environmental strategy, which prioritizes carbon reduction, social inclusion, and community-led climate solutions. Building global awareness Saving the Amazon also emphasizes the importance of creating global awareness about the Amazon’s critical role in planetary health. From climate regulation to biodiversity preservation, the Amazon affects us all. As a purpose-driven organization, Konecta believes in meaningful, measurable action and in partnerships that empower people and protect the planet. Julián Ocampo Environmental Management Analyst at Konecta “The Amazon is not just a forest—it’s the beating heart of the planet. Protecting it means protecting our collective future.” Learn More Saving the amazon website Konecta’s forest distribution map ### Konecta completes two strategic acquisitions in France and Italy to deliver Autonomous Lead Generation and Conversion URL: https://konecta.com/news-insights/press-releases/konecta-completes-two-strategic-acquisitions-in-france-and-italy-to-deliver-autonomous-lead-generation-and-conversion Published: 2025-04-08 Madrid, April 8, 2025. Konecta, a global leader in customer experience (CX) and digital services, continues to transform its business by enhancing its digital marketing capabilities and expanding its European footprint through two strategic acquisitions in France and Italy. These newly acquired assets position Konecta for the large-scale deployment of AI Agent solutions in digital marketing – a new generation of autonomous, learning-based AI systems – marking a key strategic shift in the future of the customer experience industry. These acquisitions involve two companies: - SPEAK33, a French digital agency specialising in innovative marketing solutions, offers data-driven and agentic platforms that generate high-quality leads across key sectors such as energy, finance and telecommunications. - Sales Performance, an Italian leader in lead generation and performance-based customer acquisition, brings recognised expertise and robust agentic platforms to enhance conversion strategies. The strategic acquisitions will significantly strengthen Konecta's Digital Marketing activities, whose revenue exceeded 60 million euros in 2024. This unit, as a part of Konecta Digital, is crucial for driving the Group's transition into the future. Konecta Digital, with over 4,000 AI and GenAI professionals, is at the forefront of deploying advanced AI Agent solutions that go beyond traditional models, using autonomous systems for continuous learning and dynamic adaptation. As digital advertising spend continues to grow across Europe, reaching €9.3 billion in France and €5.9 billion in Italy, Konecta is strategically expanding its capabilities to capitalize on this market opportunity. Consumer behavior is rapidly evolving, especially in how people seek information online. Users are shifting away from traditional search engines (Search Engine Optimisation) and turning to social media platforms and AI-powered conversational tools – a transition towards AI Search Optimisation (ASO). Konecta is adapting to this shift by incorporating autonomous campaign management and developing strategies based on advanced generative AI. Massimo Canturi, Head of Konecta Digital, commented: "We are entering a new era of digital marketing, powered by AI Agent technology. Our ambition is clear: to disrupt the market by deploying autonomous, learning-based systems that meet evolving customer expectations. These acquisitions in France and Italy are a key step in our platform and AI strategy, enabling us to deliver unmatched value across Europe and on a global scale." ### Konecta triumphs at the Fortius 2024 Awards as the company with the most finalists and receives three awards URL: https://konecta.com/news-insights/news/Konecta triumphs at the Fortius 2024 Awards as the company with the most finalists and receives three awards Published: 2025-04-01 - More than 200 people attended last Thursday's Fortius 2024 Awards gala, organized by the AEERC, to celebrate the efforts and dedication of the most outstanding customer service professionals over the past year. - Among the 23 finalists were six Konecta professionals. This achievement reflects the talent, commitment, dedication and effort of the team, essential elements to drive continuous improvement in the development and evolution of the company's service. Madrid, March 31, 2025. Last Thursday night, the 17th edition of the Fortius Awards, promoted by the Spanish Association of Customer Relationship Experts (AEERC), together with its partners GoContact and ON Soluciones and with the collaboration of ESIC Business & Marketing School and IFAES, was held at the Casa de Burgos (Madrid). The gala began with the words of Mª Luisa Merino, manager of the AEERC, who welcomed the attendees and insisted that “recognizing those responsible for providing the service for their effort, perseverance, training and quality is not only fair, but necessary. Thus, the Fortius Awards represent the impulse that companies seek to materialize this reward”. In this edition, the jury has not had an easy time choosing, first the 23 finalists and, subsequently, the seven winners among the 17 participating companies, due to the high level of the 96 applications received. Among the finalists announced on March 10, was Konecta - a world leader in customer experience solutions (CX) and digital services - the company with the most finalists in this new edition. Specifically, six professionals were nominated, as follows: - Laura Cabezas González, candidate and awarded as Best Platform Manager - Patricia Fuentes Heredia, candidate for Best Supervisor - Matteo Cassarino, nominee for Best Supervisor - Isabel García Delgado, candidate for Best Debt Collection Agent - Carmen Santos Posada, candidate and award winner for Best Sales Agent - Mª José Quel, candidate and awarded second place in Espíritu Fortius The three winners received a trophy, a diploma and the Fortius seal, as well as a training scholarship to attend the Higher Program in Customer Service Management taught by ESIC Business & Marketing School and AEERC. For her part, María Jesús Beguer, Director of Konecta Spain, insists that “our talent is a key factor in driving Konecta's transformation, especially in the moment of evolution in which we currently find ourselves. The commitment, dedication and effort of our teams are essential elements to drive continuous improvement in the development and evolution of the service”. In this sense, the company sees the Fortius Awards as a recognition of the work of its professionals, as well as a lever to promote training as a tool for professional development. The event concluded with a speech by José Francisco Rodríguez, president of the AEERC, who stressed that “in the world in which we live, which is advancing at a dizzying pace, our aim is to promote these awards to show, in the form of talent, the optimism and enthusiasm for the future of our sector and our professionals”. ### Agentic AI journey: your guide to a customer-centric experience URL: https://konecta.com/news-insights/blogs/agentic-ai-journey-your-guide-to-a-customer-centric-experience Published: 2025-03-31 In our last blog, Ready to reimagine customer experience? Agentic AI is here, we unpacked the concept of “agentic AI” and its role in the customer experience ecosystem. Here, we explore how agentic AI has matured – and what practical steps you can take now to accelerate your AI journey. Dizzying speeds? The pressure is on. Customers expect ever richer, more personalized and responsive engagement across all channels, from contact centers to social media. Here’s where AI is game-changing. Busy companies are using it to reduce time-to-serve, adapt quickly to shifting demands, and lighten the load on customer service teams – all while increasing consistency and quality across every customer touchpoint. But AI is moving fast. You may be feeling a bit overwhelmed by the dizzying speed of its advance, the variety of GenAI tools, and how to integrate them into an existing environment. Or you may be wondering why the benefits of AI are not yet materializing for your business. Four stages of evolution Firstly, let’s break down the recent evolution of GenAI into four key stages (each of which integrates the capabilities of the previous stage). Stage 1: Text generation. This is the ability to autonomously produce human-like written content. At Konecta, we’ve designed and implemented lots of digital assistants that help human agents by autonomously drafting, summarizing and translating text. While simple, this is proven to help agents work faster, while also enhancing fluency in multiple languages. Stage 2: Retrieval. These tools can consult external sources and tap into diverse knowledge bases to pinpoint and integrate relevant information. We’ve developed examples in multiple sectors, saving agents significant time and producing highly accurate responses to specialized customer queries. Stage 3: Short- and long-term memory. AI agents can remember the context of previous conversations, hence building continuity and coherence of responses over time. We’ve implemented real-time AI copilots that equip human agents with personalized scripts, best-next-step suggestions and alerts for resolving customer queries comprehensively and fast. Stage 4: Integrated agent architecture. These are, in essence, intelligent AI agents that autonomously make decisions and execute processes, using other existing tools and integrating structured and unstructured data. Recent examples we’ve worked on include an intelligent voice AI agent in retail that can process half of all orders, escalating only the more complex to human beings. Concept of a composable architecture So, if you’re a customer-centric business, what does this evolution mean in practical terms? You might leverage any or all these capability types – depending on your customers, your environment – and what you want to achieve. This aim is to build what’s called ‘composable architecture’ – a future-proof way to devise and implement a modern digital ecosystem. It means designing and integrating GenAI capabilities as modular components, connected by application programming interfaces (APIs). Changes can be made to individual modules without impacting the whole ecosystem, so you can improve and adapt your customer operations with greater speed, flexibility and scalability. So, what’s the next step? Wherever you are on your AI journey, a great place to start, restart, or take stock of your progress is to carry out a holistic AI maturity assessment. This should encompass all relevant business functions, as well as IT, with input from leaders together with customer service agents (who tend to have great insights when it comes to their customers’ experience). Remember: designing for AI means designing for dialogue – so co-creating solutions with the people who live these experiences day to day is what drives speed and maximizes value. An AI maturity assessment should include: - Pain points and key metrics. Where are the biggest barriers, problems and sticking points in your current customer journey? What would success look like? Are there KPIs that define your goals? - Business processes. Which processes and touchpoints are key? What can be automated or redesigned? Where could knowledge be better leveraged for customer experience and operational efficiency? - Data. What data is required and where is it? How is it classified? Is data complete, secured and AI-ready? Are there data siloes hindering progress? - Technology. Is the infrastructure on-premise, hybrid or cloud-based? Are there API limitations that could impact AI deployment? - Risk and compliance. Which regulations and industry standards must be met? What are the biases and ethical concerns related to AI-driven decision-making? - Business readiness. Who and where are the key users? How will their role change? How can they be empowered and upskilled? One roadmap, three lessons The answers to these questions will, of course, depend on the specifics of your business. They will inform and shape your transformation roadmap as your technology and business landscapes evolve. In future blogs, we will unpack the critical success factors for AI-powered transformation. In the meantime, here are three important lessons from our recent experience. - Establish a robust governance framework so your AI initiatives remain compliant, ethical and transparent (the world of ‘responsible AI’). Addressing and mitigating bias – together with ensuring tight security and privacy – is vital to safeguard reputations and ensure sustainable AI-driven growth. - Identify the right use cases (evaluated on readiness and returns), together with clear metrics to assess the impact of AI, such as response/resolution times, customer satisfaction scores, and operating cost reductions. - Don’t be afraid to experiment. Experience in leading companies underlines the importance of a ‘fail fast, learn fast’ mindset. Launching pilots enables you to test capabilities in controlled environments, while developing best practice and refining integration of AI with your legacy systems. What will shape the next decade? The Fifth Industrial Revolution will be defined by ever closer and interdependent human-machine collaboration. Paradoxically, as AI becomes more sophisticated, the customer experience becomes more human. That’s because AI empowers human agents to personalize responses and interact more empathetically and personally, thereby enhancing the perception of care and attention towards individual customers. While the future can never be certain, your next step can be if it’s based on a clear-eyed view of your business today. People remain at the heart of AI innovation: involving yours in your AI assessment could unlock potential that will power your ambitions in the years ahead. - With the contribution of Oscar Verge, Chief AI Deployment Officer, and Diana Catalina Velasquez, Head of AI Deployment for LATAM. Q&A How should businesses prioritize agentic AI use cases for customer experience? Businesses should prioritize agentic AI use cases by combining business impact, customer value, technical readiness and implementation risk. High-potential candidates typically address measurable customer-service pain points, have accessible data and systems, and offer clear KPIs such as resolution time, customer satisfaction or operating cost. Starting with focused, measurable workflows makes it easier to validate value before expanding AI across the wider customer journey. What is the biggest challenge when scaling agentic AI from a pilot to production? The biggest challenge is turning an isolated AI experiment into a reliable capability that works within existing processes, data and technology environments. Scaling requires more than an effective AI model: organizations need integration with enterprise systems, clear governance, secure and AI-ready data, measurable performance criteria and operational ownership. A modular, API-connected architecture can help organizations expand capabilities without redesigning the entire technology environment. How can companies measure the ROI of agentic AI in customer service? Companies should measure agentic AI ROI across customer experience, operational efficiency and financial performance rather than relying on automation rates alone. Relevant measures include response and resolution times, customer satisfaction, operating costs and the performance of individual AI use cases. Establishing baseline metrics before deployment makes it possible to compare outcomes and determine whether an AI initiative is delivering measurable business value. How much autonomy should AI agents have in customer experience operations? AI agents should have only as much autonomy as the process, risk level and governance framework can safely support. Lower-risk activities can be increasingly automated, while complex or sensitive decisions may require human oversight and escalation. A customer-centric model therefore combines autonomous AI execution with clear controls, monitoring and human intervention where judgment, empathy or accountability remains essential. What should organizations monitor after deploying agentic AI in customer service? Organizations should continuously monitor AI quality, customer outcomes, operational performance, costs and compliance after deployment. Monitoring should verify that AI decisions remain traceable, customer-service KPIs are improving, costs remain controlled and human teams can intervene when required. Continuous assessment is important because customer needs, processes, data and AI capabilities evolve after the initial implementation. ### Konecta wins "Best Telemarketing Provider 2024" at Iberdrola's Call Talent Awards URL: https://konecta.com/news-insights/news/konecta-wins-best-telemarketing-provider-2024-at-iberdrolas-call-talent-awards Published: 2025-03-14 Madrid, March 14, 2025. At the fifth edition of Iberdrola's Telemarketing Awards, held during the Call Talent event, Konecta won the "Best Telemarketing Provider 2024" award, alongside accolades in six additional categories. The awards ceremony, held at Iberdrola's Innovation and Training Campus in San Agustín de Guadalix (Madrid), aims to recognize telemarketing providers who worked with the company throughout 2024. Presented by David Antón and Óscar Pascual, from Iberdrola's Telemarketing team, together with Maitante Anguiano, Iberdrola Spain’s Customer Service Manager. Anguiano started the gala by welcoming Manuel Solé, Iberdrola's Sales Manager, who highlighted the challenging nature of telemarketing services and thanked providers for their daily dedication to overcoming these difficulties. "We love it because it's hard," Solé remarked, emphasizing Iberdrola's commitment to excellence in the field. In addition to receiving the main award, Konecta was also recognized in several categories: - Best Sales Target Achievement (Silver), - Highest Sales Volume (Gold), - Best Sales per Hour Rate (Bronze), - Best Database Utilization (Gold), - Most Hours Worked (Silver), - Best Platform – Konecta Granada (Gold). During the ceremony, Enrique García Gullón, CEO of Konecta Iberia, received the awards and underscored their significance to the company. He expressed gratitude for the commitment and effort of the talented individuals working across Konecta's platforms: "None of these achievements would be possible without them." The gala concluded with an inspiring address by Teresa Fernández Perales, Spanish Paralympic swimmer, writer, and winner of the Princess of Asturias Award for Sports. Accompanied by Óscar Pascual and David Antón, Teresa shared life lessons on personal growth, by facing challenges with resilience and determination; motivation, through strategies for maintaining a positive attitude and achieving goals; and leadership, with teachings on how to lead by example and inspire others. Following Teresa's address and Maitante Anguiano’s closing remarks, attendees enjoyed a networking session. The gathering, complemented by a festive cocktail reception, celebrated the awardees' accomplishments and provided an opportunity to share experiences, strengthen relationships, and reflect on the gala's core values. ### Konecta secures €150 million in new funding to accelerate its three-year Katalyst 2028 Plan URL: https://konecta.com/news-insights/press-releases/konecta-secures-eur150-million-in-new-funding-to-accelerate-its-three-year-katalyst-2028-plan Published: 2025-02-14 Madrid, 14 February 2025 – Konecta, a global leader in customer experience (CX) and digital services, has successfully secured €150 million in new funding, structured as a 50/50 split between equity and debt, with the support of its shareholders, as well as existing and new lenders. This achievement reflects strong market confidence in the Katalyst 2028 strategic plan, unveiled last month by the CEO. This new investment will enable the company to accelerate the deployment of its plan, particularly in the integration and roll-out of Generative AI (GenAI) solutions at scale. Accelerating CX Transformation with GenAI and Digital Innovation Last month, Konecta announced an ambitious three-year roadmap aimed at positioning the company as a GenAI-powered leader in customer experience. Under the leadership of CEO Nourdine Bihmane, the plan emphasizes GenAI-driven innovation, global expansion, and workforce upskilling to propel the company’s evolution as a hybrid experience player. A key pillar of this strategy is Konecta Digital, a newly established business unit dedicated to accelerating AI adoption and integrating digital-first solutions across Konecta’s global operations. This unit will drive the company’s transition towards hybrid AI-human customer engagement, leveraging partnerships with leading tech providers like Google Cloud and AWS to enhance operational efficiency and customer interactions. Strategic expansion and talent investment Konecta continues to expand its global footprint, leveraging its strong market presence in its historic countries while deepening its reach into high-potential markets. As part of its international expansion, the company has launched a new multi-lingual hub in Egypt supporting its global operations, and has expanded its presence in India, enhancing its offering for English-speaking markets and digital services. Most recently, Konecta has entered into a strategic partnership with upsource by solutions (STC Group) to deploy its GenAI solutions in Saudi Arabia and the Gulf region. As part of Katalyst 2028, Konecta is also investing heavily in workforce upskilling, ensuring its 120,000 employees are equipped to navigate the AI-driven transformation. The plan includes training 4,000 employees in advanced GenAI tools, deploying AI-driven virtual assistants, and streamlining operations to create a more agile and tech-savvy workforce. Financial resilience and long-term growth ambitions With a €2.5 billion revenue target by 2028, of which 30-40% will be driven by GenAI-powered digital services, Konecta’s recent €150 million funding provides Konecta with strong financial backing to accelerate its three-year investment plan. This strategic move follows a strong recovery in 2024, marked by the successful completion of Comdata’s integration, which has enabled significant EBITDA growth and an improved operating margin. This solid financial foundation positions Konecta to scale its AI-driven transformation and reinforce its leadership in the CX industry. “This financing underscores the industry's confidence in the ability to monetize GenAI for CX BPOs, reinforcing our commitment to investing in AI, expanding into new markets, and equipping our workforce with the skills needed to lead the future of CX”, said Nourdine Bihmane, CEO of Konecta. “With strong financial backing and a clear strategic roadmap, Konecta is positioned to become the benchmark for AI-powered customer experience globally.” ### Ready to reimagine CX? Agentic AI is here URL: https://konecta.com/news-insights/blogs/ready-to-reimagine-cx-agentic-ai-is-here Published: 2025-02-11 Would you like a new way to delight your customers with ever better, more personalized experiences at scale? With a hybrid multi-agent approach, join the most innovative players in your market and get ahead of the curve. Early agentic AI deployments are producing significant gains in service speed, interaction success, and even overall brand satisfaction. But the road to success comes with challenges. How do you ensure your operations are ready? What is the best digital strategy when tech seems in constant flux? And how do you address regulatory and privacy concerns? Opening here, our new blog series will address these and other questions while sharing real experiences on the ground. Welcome to the world of agentic AI. What exactly is agentic AI? For many, GenAI is now integral to everyday life. Solutions like ChatGPT, Claude, Gemini, and, more recently, DeepSeek are shaping how people work and interact online. Now, we are at the dawn of a new ‘agentic AI’ era. In essence, an AI agent is an entity that operates on a ‘cognitive architecture’: orchestration (instructions) with models and methods (tools, inputs, context), enabling applications and solutions to address defined business needs (goals, objectives). AI agents can execute workflows (from simple and specific, to complex or undefined) and drive decision-making autonomously. They continuously learn from interactions, processes and other agents, adapting their behaviors accordingly. Why hybrid multi-agent? Agentic AI is an important new paradigm for any company looking to transform or enhance customer care with efficiency and scalability. Gartner predicts that within the next four years, at least 15% of daily work decisions will be autonomously made by AI agents – a significant increase from almost 0% currently. Yet any AI-enabled business must have people at its heart. That is because, while the tech is hugely powerful, long-term success depends on people’s quality of experience. Agentic AI is no exception. A hybrid multi-agentic approach is about integrating artificial and human intelligence seamlessly so customers get the best of all worlds. AI agents empower human agents, complementing their talents while adapting dynamically to customers’ evolving needs in line with the brand. Next-generation customer experience So what does a hybrid multi-agent approach look like in customer operations? Broadly speaking: - AI as a Virtual Assistant to human customer service/experience agents. Human agents get real-time support and predictive decision-making tools to boost both their performance and productivity. As part of an intelligent experience engine, these enable better targeted and more personalized customer experiences across all channels. Powerful conversational analytics extract new actionable insights from every single customer interaction that human agents can then seamlessly use to make decisions and drive desired outcomes. And they can even benefit from ongoing personalized support and training. - Virtual Intelligent Service Agents. Virtual voice and chat agents can be fully integrated for frictionless and personalized multi-channel customer engagement. Customers’ needs can be met quickly, seamlessly and efficiently, freeing up human agents’ time. To assure quality and human-grade experiences, pre-defined mechanisms ensure continuous validation and review of the output (‘human as a supervisor’), re-routing to a human to handle specific decisions or escalations (‘human in the loop'). - Back-office process automation. Intelligent automation optimizes customer service operations and transforms back-office tasks. Specific workflows can be automated to increase speed and efficiency while cutting costs and eliminating errors. This is usually focused on highly specific capabilities and processes, driving the rise of Vertical AI Agents. Advance of SLMs One major advance is the integration of highly specific and context-aware agentic AI applications. This is thanks to Small Language Models (SLMs), described by HFS Research as specialized models designed for specific narrowly defined tasks. These can be trained and fine-tuned for particular domains or contextual challenges, such as specialized terminology, fluctuating demand or the resolution of complex issues. A key advantage of SLMs is that they can run in less powerful technology environments, enabling deployment closer to customers (such as on edge devices or local servers) where responsiveness and efficiency are critical. What’s more, SLMs can be significantly more cost-effective than other AI solutions, helping to cut the costs of AI deployment - though training and fine-tuning can still require substantial investment. Early and long-term value With continuous data-driven improvement baked in, a hybrid multi-agent ecosystem will fuel ongoing enhancements to customer service and satisfaction, plus operational speed, accuracy and efficiency. Some solutions even enable business and operations teams to independently configure and deploy AI-powered customer journeys. This can significantly cut implementation costs and timelines while serving to democratize AI technologies, giving business owners more clarity and control. While many organizations are still early in their agentic AI deployments, we are already seeing notable results in companies we work with, including: - Significant cuts in agent ramp-up time and typical productivity increases of around 10% - Virtual agents handling 50% of retail orders with success rates higher than humans’ - Transformed claims processing, commonly reaching up to 30% faster handling times, 90% error reduction, 49% of cost savings in debt recovery, and the list goes on. Questions and speedbumps However, while the benefits of agentic AI are clear, there are challenges for any business or technology leader to bear in mind – not least how to: - Seamlessly fuse the best of technology and human talents - Prepare for next-generation operations, train employees and embed the new operating model - Ensure readiness, availability and quality of organizational knowledge and data - Ensure all AI outcomes are aligned with brand positioning and value - Drive early value while continuously evolving, scaling and adapting the AI. An exciting road ahead To address every one of these challenges, a well-defined human-centric AI roadmap is crucial. From here, an evolving hybrid multi-agent strategy will offer a scalable and future-proof route to look after customers and keep the organization at the forefront of the enterprise AI revolution. In our upcoming blogs, we will keep exploring how to turn human-centric principles into action, unlocking even greater value for your business. Stay tuned! - With the contribution of Luigi Esposito, Head of AI Deployment for EMEA and English-Speaking Market (ESM), and Diana Catalina Velasquez, Head of AI Deployment for LATAM. Q&A How can companies assess whether they are ready to implement agentic AI in customer experience? Companies should assess AI readiness across business processes, data, technology, risk, KPIs and workforce capabilities. The assessment should identify high-value use cases, check whether customer and operational data is reliable and accessible, evaluate integration constraints, and determine how employee roles will change. A cross-functional assessment helps ensure agentic AI solves a defined business problem rather than becoming another isolated technology pilot. What CX use cases are best suited to agentic AI? The strongest starting points are high-volume, measurable customer processes where AI can act within defined boundaries. Examples include virtual customer-service agents, agent assistance, personalized customer journeys and back-office process automation. Use cases should be prioritized according to business value, data readiness, process complexity and the level of human oversight required, rather than simply selecting processes because they are easy to automate. How should businesses measure the ROI of agentic AI in customer experience? Agentic AI ROI should combine customer, operational and financial metrics, rather than focusing only on automation or headcount savings. Relevant measures include response and resolution times, customer satisfaction, interaction success, agent productivity, operating costs and error rates. Establishing these KPIs before deployment makes it easier to compare AI performance with existing processes and determine whether a use case is ready to scale. How can companies scale agentic AI while maintaining human oversight and customer trust? Companies can scale agentic AI by combining autonomous execution with clearly defined human oversight, escalation paths and governance controls. Human-in-the-loop mechanisms should handle sensitive or complex decisions, while AI manages suitable routine workflows. Organizations also need continuous validation, reliable data, transparent processes and employee training to ensure AI outcomes remain aligned with customer expectations, brand values and operational requirements. What are the biggest barriers to scaling agentic AI from a pilot into production? The main barriers are fragmented data, weak integration with existing systems, unclear governance, limited organizational readiness and difficulty proving measurable business value. Successful scaling requires more than an effective AI model: organizations need suitable processes, infrastructure, knowledge, people and governance. A structured roadmap helps organizations move from experimentation to repeatable, scalable AI-enabled customer operations. ### Konecta and upsource by solutions (STC Group) forge strategic partnership to revolutionize Customer Experience with GenAI-Powered Solutions in Saudi Arabia and the Gulf Region URL: https://konecta.com/news-insights/press-releases/konecta-and-upsource-by-solutions-stc-group-forge-strategic-partnership-to-revolutionize-customer-experience-with-genai-powered-solutions-in-saudi-arabia-and-the-gulf-region Published: 2025-02-11 Riyadh and Madrid, Tuesday, February 11, 2025 – Konecta, a leading global provider of customer management, business process, and digital outsourcing solutions, has announced a three-year strategic partnership with upsource by solutions (STC Group), Saudi Arabia’s premier business process outsourcing (BPO) provider. This collaboration aims to accelerate the adoption of GenAI-driven customer experience solutions across Saudi Arabia and the broader Gulf region. The agreement was signed at LEAP 2025. Through this partnership, both companies will jointly pursue market opportunities, with upsource by solutions leading the engagement front through a committed investment of $120 million over three years, while Konecta provides dedicated pre-sales resources to support the initiative. The alliance will focus on delivering GenAI-driven customer experience solutions tailored to both upsource by solutions' internal requirements and the evolving needs of its clients. By adopting a hybrid onshore-offshore model, the partnership will ensure flexible, scalable, and high-impact solutions across the region. "We are thrilled to partner with upsource by solutions to further our strategic expansion into the Middle East," said Ahmad Elharany, General Manager Middle East & Africa Market at Konecta. "Saudi Arabia and the Gulf region are key markets for us, and by collaborating with a strong local player like upsource by solutions, we can offer innovative, GenAI-powered customer experience solutions that cater to the evolving needs of businesses in the region." Naif Al Mogbel, CEO of upsource by solutions, commented: "This partnership with Konecta is a major step forward in transforming the BPO landscape in Saudi Arabia and the wider Gulf region. By integrating advanced GenAI-driven solutions, we are not only enhancing customer experiences but also setting new benchmarks for operational efficiency and digital innovation. Our investment reflects our commitment to empowering businesses with intelligent, scalable, and future-ready solutions that drive long-term success." The agreement underscores Konecta’s strategic focus on expanding its presence in the Middle East, building on recent milestones, such as the launch of its regional headquarters in New Cairo, Egypt. About upsource by solutions upsource by solutions is Saudi Arabia’s premier business process outsourcing (BPO) provider. Founded to blend local expertise with global standards, Upsource by Solutions operates over 100+ clients across diverse industries, supported by 9,000+ employees. As the first and COPC (OSP)-certified BPO in the Kingdom, Upsource by Solutions delivers cutting-edge services through strategic delivery centers in Riyadh, Jeddah, Qassim and Madinah. upsource by solutions mission centers on driving digital transformation with innovative technologies, ensuring exceptional service while fostering a fair and inclusive workplace. Recognized for industry leadership, upsource by solutions has earned multiple awards for operational excellence and employee-centric practices. ### Konecta reveals an ambitious 3-Year plan to become a GenAI-powered company URL: https://konecta.com/news-insights/press-releases/katalyst-2028-konecta-reveals-an-ambitious-3-year-plan-to-become-a-genai-powered-company Published: 2025-01-21 Madrid, January 21, 2025 - Konecta, a global leader in customer experience (CX) and digital services, today unveiled its transformative 3-year plan, Katalyst 2028, under the leadership of its new CEO, Nourdine Bihmane. The initiative aims to position the company at the forefront of the industry by embracing the CX transformation driven by generative AI (GenAI). This plan reflects Konecta’s commitment to integrating GenAI early into its operations, both internally and for its clients, leveraging strategic partnerships and infrastructure management to deliver unparalleled value. As part of this vision, Konecta introduced a new brand identity, underscoring its dedication to innovation and excellence while strengthening its reputation and value. A vision for the future: redefining CX Building on over 25 years of market leadership, Konecta’s transformative roadmap, Katalyst 2028, seeks to redefine CX through AI-driven innovation, global expansion, and a deep focus on upskilling its workforce. Internally, the company is fostering a culture of technological readiness by training thousands of employees in AI tools and methodologies. For its clients, Konecta is not only deploying advanced AI solutions but also providing end-to-end support through strategic collaborations with tech leaders like Google Cloud, Uniphore, among others. Konecta Digital: driving the transformation A cornerstone of the Katalyst 2028 plan is the establishment of Konecta Digital, a dedicated business unit spearheading the company’s shift towards AI-powered and digital-first solutions. This newly established global business unit focuses on scaling innovative offerings, including GenAI, system integration, employee experience solutions, and cybersecurity, but also serves as a trusted advisory and consulting partner. With a strong emphasis on partnerships with tech leaders like Google Cloud and AWS, Konecta Digital integrates GenAI into internal operations and client services to deliver hybrid solutions that blend the strengths of human expertise with virtual agents powered by AI. This combination enables enhanced efficiency, improved customer experiences, and significant cost savings. Advisory and consulting services further empower clients to optimize their operations and harness the potential of emerging technologies effectively. As digital services are projected to contribute more than 50% of the growth in the next three years, Konecta Digital is pivotal in achieving the company’s €2.5 billion revenue target by 2028 and expanding its footprint in high-value markets. By combining advisory, consulting, and innovative digital solutions, Konecta Digital positions Konecta as a global leader in hybrid CX and digital transformation. Expanding global reach The new plan is also leveraging on Konecta’s unparalleled expertise in CX and its established partnerships with global clients with 96% contract renewal rate. With over 120,000 employees across 26 countries and 90+ delivery centres, Konecta is well-positioned to deepen its presence in established markets where it is already a leader like Spain, Italy, Colombia, Argentina and Peru, while expanding into high-potential regions such as the U.S., Middle East, and South Africa. Building on its successful acquisition of Comdata in 2022, which doubled its size and capabilities, Konecta now serves more than 500 clients across industries including telecoms, finance, retail, and mobility. Upskilling for the digital era As part of this ambitious transformative plan, Konecta is prioritising workforce development to ensure its employees are fully equipped to drive the company’s digital transformation. The plan includes training 4,000 employees in advanced AI and GenAI tools, with personalised modules designed to enhance technical skills and prepare teams for hybrid roles that combine human expertise with AI-driven support. Internal AI solutions, such as virtual assistants and AI coaches, will be deployed to streamline workflows and improve efficiency. This commitment to upskilling reflects Konecta’s dedication to fostering a tech-savvy workforce, aligning its talent with the ambitious goals of delivering cutting-edge customer experience solutions and achieving significant growth by 2028. Ambitions for 2028 and beyond By 2028, Konecta aims to achieve €2.5 billion including 30–40% driven by GenAI-powered digital transformation services, enabled by a 3-year, €75 million investment plan supported by the shareholders. This ambitious plan targets significant margin expansion and reinforces Konecta’s aspiration to become a leading CX provider not only in Europe but also a key player in the U.S. market. Through Katalyst2028, Konecta is shaping the future of CX with a forward-thinking, AI-powered approach that benefits clients, employees, and stakeholders alike. “As we enter this transformative era, Konecta is redefining what’s possible in customer experience”, said Nourdine Bihmane, CEO of Konecta. “By integrating advanced GenAI tools with human ingenuity, we are creating a holistic ecosystem that delivers seamless, personalized, and impactful interactions. Katalyst 2028 positions us as the partner of choice for organizations navigating the future of CX.” ### Prime Minister of Egypt witnesses Signing of MoU between ITIDA and Konecta, Global Leader in Digital and CX AI, to launch operations and establish headquarters in New Cairo with circa $100M. investment URL: https://konecta.com/news-insights/press-releases/prime-minister-of-egypt-witnesses-signing-of-mou-between-itida-and-konecta-global-leader-in-digital-and-cx-ai-to-launch-operations-and-establish-headquarters-in-new-cairo-with-circa-100-millions-investment Published: 2025-01-09 - Cairo, January 9, 2025: Prime Minister Dr. Mostafa Madbouly presided over the signing ceremony of a Memorandum of Understanding (MoU) between the Information Technology Industry Development Agency (ITIDA) and “Konecta Egypt,” a subsidiary of the Spanish group Konecta, a global leader in digital and CX AI. The event was attended by Dr. Amr Talaat, Minister of Communications and Information Technology, and Nourdine Bihmane, Group CEO of Konecta. The MoU was signed by Eng. Ahmed El-Zaher, CEO of ITIDA, and Mr. Ahmed El-Harany, CEO of Konecta for the Middle East and Africa. Under this MoU, Konecta Group is launching its operations in Egypt by establishing a regional headquarters in New Cairo, serving markets across the Middle East, Africa, Europe, and the Americas. The company plans to invest circa $100 million over the next three years and hire close to 3,000 specialists to deliver advanced digital and technical services, including AI solutions, digital transformation, cybersecurity, big data & analytics, IoT, technical support, and multilingual customer services in English, French, German, Italian, and Spanish. Konecta will establish its first Global Center of Excellence (CoE) for Gen-AI in Egypt, serving its global delivery operations and leveraging knowledge and expertise transferred from the Group. The MoU also highlights plans for joint collaboration, including specialized training and upskilling programs with ITIDA to enhance the skills and global competitiveness of Egyptian talent. This partnership is expected to boost Egypt's IT and communication technology exports to international markets. Dr. Amr Talaat, Minister of Communications and Information Technology, stated: "The growth of the offshoring industry and the rising interest from global companies in establishing service centers in Egypt to deliver advanced digital services highlight the country’s competitiveness in this thriving sector. Egypt offers high-quality digital services in multiple languages, backed by a skilled talent pool. The government remains committed to creating a business-friendly environment for companies in this sector and providing essential support to equip Egyptian talent with the skills needed to keep pace with rapid technological advancements." He added, "Konecta’s decision to expand its operations in Egypt will not only create valuable job opportunities but also play a pivotal role in developing young talents capable of meeting the growing demand for outsourcing services across European, American, and Middle Eastern markets." Eng. Ahmed El Zaher, CEO of ITIDA, commented: "This partnership marks a significant milestone in advancing Egypt’s IT sector and underscores the growing confidence of leading global IT companies in Egyptian talent. It will generate diverse job opportunities across key areas, including business process outsourcing, IT services, and engineering R&D. At ITIDA, we remain committed to fostering an enabling business environment that supports the growth of global service delivery centers and attracts further investments into Egypt’s outsourcing industry." Nourdine Bihmane, Group CEO of Konecta, stated: “This strategic partnership with ITIDA emphasizes our commitment to innovation and collaboration for growth across the Middle East and Africa. By establishing our regional headquarters in Egypt, we aim to harness the country’s exceptional talent pool to deliver cutting-edge digital solutions and foster a highly skilled workforce that will shape the future of customer experience globally.” Mr. Ahmed El Harany, CEO of Konecta for the Middle East and Africa, stated: "Choosing Egypt as a regional hub for our operations stems from its competitive advantages, particularly its highly skilled workforce and advanced digital infrastructure. We are confident that this strategic partnership will drive significant success." He added: "Our operations will start in Egypt, and during the group delegation’s current visit to align on the ongoing strategy of expanding Konecta Egypt" About ITIDA The Information Technology Industry Development Agency (ITIDA), is the executive IT arm of the Egyptian Ministry of Communications and Information Technology and is primarily concerned with building the capacities of the local IT companies, attracting and servicing multi-national IT companies, fostering technology innovation and supporting entrepreneurship, and growing a qualified, sustainable, and deployable talent pool. ITIDA adheres to a Public-Private Partnership mode to achieve the goals of the IT industry and create a cooperative business environment. ITIDA is positioned as a one-stop-shop for foreign direct investors seeking to enhance their global offering using what Egypt has to offer and the competitive advantages of the country. ### Konecta once again recognized by Frost & Sullivan's Customer Experience management radar as a leading CX management player in Europe and Latin America URL: https://konecta.com/news-insights/press-releases/konecta-recognized-by-frost-and-sullivans-customer-experience-management-radar-as-leading-cx-management-player-in-europe-and-latin-america Published: 2024-12-18 Madrid, December 18, 2024- Konecta, a global leader in customer experience (CX) and digital services, has reaffirmed its position as a top provider of customer experience management in Frost & Sullivan’s influential 2024 Frost Radar™. Konecta ranks highly in key markets in EMEA and Latam in terms of both growth and innovation. For each Frost Radar™assessment, Frost & Sullivan examines hundreds of companies, benchmarks them across 10 growth and innovation criteria, and then selects only a limited number of leading providers to appear on the Frost Radar™. As well as being selected for the Frost Radar™ for both Latam and EMEA, Konecta appears prominently in the top-quartile in both regions – an impressive achievement. Commenting on Konecta’s leading position in the Frost Radar™ for Latam, Sebastian Menutti from Frost & Sullivan said: “Konecta is in a solid growth trajectory in Latin America. Despite its leading positions in several countries, the company continues to achieve high growth rates across the board, while helping organizations optimize and infuse AI into their customer experience processes.” On Konecta’s position in EMEA, Bernardin Arnason from Frost & Sullivan added: “Konecta offers a leading end-to-end customer experience management platform that is delivering results for its client base throughout Europe, demonstrated by its leading market position and its commitment to innovation that helps enable digital transformation.” Nourdine Bihmane, CEO of Konecta said, “Being recognized as a leader by Frost & Sullivan in both Europe and Latam is a testament to our commitment to innovation, customer-centric solutions, and the dedication of our teams globally. This recognition inspires us to continue pushing the boundaries of excellence in customer experience and digital transformation, ensuring we remain a trusted partner for our clients worldwide." According to Frost & Sullivan’s rigorous Frost Radar™ methodology, its Growth Index is a measure of a company’s growth performance and track record, based on analysis of five variables: market share, revenue growth, growth pipeline, vision, and sales and marketing. Its Innovation Index looks at five elements: innovation scalability, R&D, product portfolio, megatrends leverage, and customer alignment definition. ### Closing the feedback loop: a business essential for brands URL: https://konecta.com/news-insights/blogs/closing-the-feedback-loop-a-business-essential-for-brands Published: 2024-11-27 When Konecta helped a telco client transform its feedback management, the benefits included reduced complaints, reduced contacts, and improved customer satisfaction. Find out how it was done. Everyone wants to be heard and understood. It’s a simple fact of life, applying to everything from our personal relationships to our relationships with brands. But in customer experience, this vital process of listening, understanding and responding – in other words, feedback management - is often lacking. By improving upon this, brands can also achieve significant improvements in their relationships with customers. The latest developments in Artificial Intelligence, and GenAI in particular, are also opening new areas in this field by leveraging semantic analysis and generating actionable insights. Indeed, correlating hidden data with customer feedback will help better understand the context of the interactions and develop segmented and personalized approaches to closing the loop. Ultimately, AI-driven customer feedback will help prevent frustration escalation and enhance long-term customer engagement and satisfaction. Feedback pain points Konecta recently worked with a telco client that had identified a number of gaps and pain points in its existing approach to feedback. “The client was gathering feedback from its customer, and doing so through a range of channels, which was great,” explains Stefano Madonna, Business Process Innovation & CEX manager at Konecta. ”But analysis of how they managed this feedback indicated that their customer samples were non-representative, they were not monitoring the most useful KPIs, and they were not following up on their Voice of the Customer (VOC) analysis.” This failure to manage feedback end-to-end meant that some of the telco’s existing investment in feedback management was being wasted, and that it was missing out on opportunities to strengthen customer care and relationships, and to effect continuous improvements. It therefore called on Konecta to help it ‘close the loop’. The power of closing the loop Before we explain Konecta’s approach to helping the telco client, let’s first explain what we mean by feedback management and closing the loop, and why it is key to customer relations. Feedback management – as opposed to more basic feedback collection and analysis – is the integrated process between customer management and the development of an increasing effective care strategy for customers with a view to continuous improvement. In other words, both parts of the feedback loop are being properly managed and addressed: not only the one-to-one interaction with the customer and resolution of the issue, but also the internal conversations, processes and actions that follow up from the customer interaction and contribute to continuous improvement. So, while plenty of brands gather feedback about their customer management, they don’t have a structured end-to-end approach – for example, they don’t follow up in a timely and customized fashion to understand customers’ issues better, address their pain points, or show the customer that they’re doing this. As a result of their ‘open-loop’ process, customers may not feel they’re being listened to or valued. In contrast, closed-looped feedback management is all about integrating customer feedback into the timely and continuous improvement of the service to the customer, through: - listening to the VOC, gathering spontaneous and unbiased assessments from a representative sample of customers - receiving and listening to indications of improvement, so that positive changes can be embedded - receiving alerts on possible future customer care requirements or, more seriously, churn - capturing opportunities to engage the customer, opening the door for future education, information or selling (cross-selling or upselling) - demonstrating the brand’s ability to listen and manage – not just on the core product / service, but beyond that - creating visibility and relationships, leading to advocates and ambassadors Stefano Madonna, business process innovation manager at Konecta adds: “In essence, closing the loop in feedback management is all about understanding the importance of VOC, and using it to rework your caring strategy and to seize opportunities in your customer base. On the basic level, there’s an element of protecting your relationships – you resolve pain points and reduce churn. But it goes far beyond that – it’s an opportunity to evolve and add value to those customer relationships.” An end-to-end process is key In practice, according to Konecta’s long experience in feedback management across different sectors, the full realization of the potential of feedback management involves putting in place a structured and integrated multi-channel end-to-end feedback management process, that includes: - Review of the customer journey, identification of the Moment of Truth (MOT), and preparation of a feedback management strategy - Modulation and application of feedback collection strategies (survey typology, feedback channels etc) - Better tools for displaying and processing feedback (using a SaaS customer feedback management platform) - Intervention by a dedicated team, using various tools and analytics, on detractors, prevention and resolution - Re-engagement of detractors with feedback management level 2 (e.g. the provision of extra care, and verification of the effectiveness of interventions) - Integrated data analysis and possible structural actions (tactical and strategic) - Sharing and joint decision making of actions to be implemented for feedback management review Delivery for the telco client When it came to our project to implement this end-to-end feedback management structure for our telco client, we tackled it for the client in three phases: Phase 1 As-is management and mapping for the client In this initial phase, Konecta’s consultants worked with the client to - Define business needs and parameters - Define the parameters through as-is activities, information gathering, and mapping of as-is processes, tools and customer experience - Select initiatives to evolve these, including setting milestones and priorities Phase 2 Definition of interventions required and the journey to be Konecta then moved onto defining where the client wanted to be and how to get there: - Design of an action plan and processes for interventions - Setting criteria and tailing / recognition IVR - Definition of KPIs and economics Phase 3 Launch and evolution of the model Following those first two consultancy and design phases, Konecta’s team then implemented a new feedback management model for the client: - Construction of a pilot - Definition of an advanced pricing model - Reporting and continuous improvement - Scale up / scope extension - Continuous innovation (CEX, tech, new services, customer ecosystem) Benefits for the client With those phases completed, and an integrated feedback process in place for our telco client, it was clear that the improvements and benefits were significant. Through achieving our objective to maximize end-customer satisfaction and invention effectiveness through proactively collecting and listening to the VOC and then delivering enhanced care, we achieved improvements across a wide range of metrics. In addition, our own continuous process improvement led to our internal processes becoming leaner, often reducing unnecessary steps or enabling us to identify critical process hubs, such as bottlenecks, errors or recurrences. Stefano Madonna concludes: “As a result of our consultancy, pilot design and then full implementation, our client is now able to manage, for the first time, feedback truly end-to-end. Feedback collection and analysis is no longer silo-ed, but instead fully integrated into how our client delivers care to its customers. “Already, as a result of listening and acting upon the VOC, it is seeing a reduction in complaints and problems, as well as reduced contacts and recalls. Issues can be managed better, and avoided in future, and customer satisfaction scores are improved. We’re delighted for the client that our solution has delivered these results, and, even more importantly, that the ‘closed-loop’ processes we have embedded will mean that it can also improve on its customer relationship performance continuously into the future. The benefits of our work are therefore limitless!” ### Uniphore and Konecta join forces to advance AI in customer experience and digital transformation URL: https://konecta.com/news-insights/press-releases/uniphore-and-konecta-join-forces-to-advance-ai-in-customer-experience-and-digital-transformation Published: 2024-11-20 - Partnership is the first to deliver a real solution for scaling generative AI globally. - Global Strategic Alliance to deliver industry specific AI solutions enhancing CX with hyper-personalized interactions and sentiment analysis. - Joint go-to-market strategy with an ambition of $500M in revenue over the next five years and a strong focus on US and UK markets. - Konecta becomes Uniphore’s preferred professional services provider. - GenAI Hybrid model combining Human and Digital Agents. About Uniphore Uniphore is a leading B2B AI-native company with decades of proven success. Engineered for scalability and tailored for enterprise needs, Uniphore drives AI transformation that delivers real business impact across multiple industries and the largest global deployments. Uniphore’s multimodal AI and data platform is at the heart of this transformation, enabling businesses to swiftly deploy AI agents. With Uniphore’s AI Engine Room, organizations can harness their data and create scalable, domain-specific AI models to democratize enterprise knowledge—all while ensuring security, sovereignty, and rapid value delivery. Today, Uniphore’s technology empowers over 750,000 end-users across 1,600 enterprises in 20 countries. Discover the unmatched capabilities of Uniphore—because there’s no AI like it™. PALO ALTO, Calif and MADRID, Spain November 20, 2024– Uniphore, a global AI leader with the only end-to-end Enterprise AI architecture that delivers unmatched customer focused solutions, together with Konecta, a global leader in customer experience (CX) and digital services, today announced a strategic alliance that will create and accelerate true AI-powered value worldwide. This is a significant first in the evolution of Enterprise AI with two industry leaders coming together to deliver real ROI through scalable solutions across hundreds of large global customers. Global enterprises will benefit from the combined strengths of Uniphore’s enterprise-grade AI solutions and Konecta’s expertise in business transformation. By merging advanced AI with operational excellence, this collaboration is set to reshape customer service delivery, generating actionable insights that drive real value. Clients can expect improved ROI through enhanced Net Promoter Scores (NPS), faster resolution times, and reduced operational costs, enabling them to achieve greater efficiency and impactful customer engagement. “The partnership between Uniphore and Konecta is significant because this is the first time the end-to-end Enterprise AI stack from Uniphore is coming together with Konecta’s industry-leading domain and consulting expertise. Together, they will power the digital transformation using Gen AI that most enterprises around the world need,” said Umesh Sachdev, CEO and Co-founder of Uniphore. “I couldn’t be more excited to work alongside such a forward-thinking and results-focused organization.” This partnership marks a pivotal step in Konecta’s journey to becoming a top-tier Gen AI services provider, combining its hybrid model of human and virtual agents to deliver innovative customer solutions. By integrating Uniphore’s cutting-edge AI technology, Konecta will enhance its service offerings with hyper-personalized interactions powered by real-time emotion detection and sentiment analysis tools that dynamically adapt to customer needs. This powerful alliance positions Konecta at the forefront of CX automation, empowering the company to set new standards in delivering seamless, AI-driven customer experiences. “Our partnership with Uniphore represents a significant step forward in our commitment to deliver AI-led transformation for our clients,” said Nourdine Bihmane, CEO of Konecta. “By combining Uniphore’s cutting-edge AI technology with Konecta’s operational expertise, we will provide unmatched service, operational efficiency, and innovation. We are excited to see how this alliance will help our clients achieve new levels of business success through AI-powered customer engagement." As part of this alliance, Konecta and Uniphore will pursue a joint go-to-market strategy with an ambition to generate $500 million in revenue over the next five years, with a key focus on disrupting the U.S. and UK market. To support this goal, Konecta will serve as Uniphore’s preferred professional services partner globally, implementing and integrating Uniphore’s U-Platform, which includes U-Assist, U- Analyze and U-Self Serve solutions on behalf of Uniphore. Through this alliance, Konecta and Uniphore will co-develop specialized Gen AI solutions. Leveraging Uniphore’s newly launched knowledge-as-a-service solution, X-Stream, Konecta will create proprietary, industry-specific small language models (SLMs) to address unique industry challenges with unmatched precision and adaptability. As part of this effort, Konecta’s Gen AI-based co-pilot, supporting 12 languages, will be deployed across its contact centers, empowering agents with real-time, context-aware support. This capability, already live with several of Konecta’s key clients, will expand to serve the majority of clients within the next 12 months, positioning Konecta as a leader in delivering industry-specific AI solutions with speed and precision. Konecta expects to see an immediate impact from this alliance, particularly in customer satisfaction and agent productivity while offering new Digital Agents besides Human agents on the same platform in a hybrid model. Working together, Konecta and Uniphore will develop AI capabilities focused on proactive service, enabling businesses to anticipate and resolve customer needs before issues arise. Furthermore, the partnership will streamline support tools for agents, improving service quality and driving operational gains from day one. ### Konecta’s new work & skills hub in Brazil favela will boost local economy and transform lives URL: https://konecta.com/news-insights/initiatives/konectas-new-work-skills-hub-in-brazil-favela-will-boost-local-economy-and-transform-lives Published: 2024-11-13 In partnership with PagBank and the NGO G10 Favelas, Konecta has opened a new workplace in Paraisópolis, one of the largest favelas in São Paulo, Brazil. The center is providing direct and indirect jobs in an area that’s on the edge both geographically and economically – in support of Konecta’s commitment to creating jobs in disadvantaged areas. Residents of peripheral communities and favelas in São Paulo face significant challenges that impact their employment prospects and quality of life. A lack of jobs close to home means residents may spend 3 to 4 hours a day on public transport to get to work. Others may struggle to find jobs at all, without skills, training or professional development opportunities. Konecta and PagBank’s new Paraisópolis work hub addresses these issues head-on. By pooling their resources to support impactful social change, Konecta and PagBank have not only financed the facilities but also promoted local recruitment and professional development. The first phase has already seen 17 people hired, 16 of them women; many of these were living in extreme poverty or on low incomes. Fundamental in tailoring the project to the needs of these local people and in building support networks that enable them to maintain jobs and improve their living conditions, has been the collaboration with G10 Favelas. “This project has a very special meaning for me. I have always believed that it is possible to generate jobs in communities, bringing a better quality of life and development of the local economy. It only became reality because Pagbank and G10 favelas believe in this too and partner with Konecta to create a contact center in one of the largest communities in Brazil”, Márcio Araújo, CEO Konecta Brazil. Part of a wider vision The project in Paraisópolis is the latest in a long line of Konecta initiatives to support socio-economic change and opportunity in disadvantaged communities across Brazil and other Latam countries. In 2023, Konecta worked with the Amor Philia NGO to open a work hub in another peripheral community in São Paolo, Jardim do Colégio, Embu das Artes. With capacity for 35 workstations and up to 80 hires, the center provides accessible employment opportunities and training for vulnerable women to find jobs in the customer service sector. Over 100 women from local communities have benefited directly from the initiative, and seven of them have now joined Konecta after completing their training successfully. A wide range of employability workshops and courses includes customer service training, IT and digital skills, and personal and professional development tools for managing life and work. In Colombia too, Konecta’s programs are transforming lives in disadvantaged regions. These include a project in the town of San Vicente to create teleworking jobs and development opportunities in an area where many local people struggle to enter the labor market. Through the initiative, more than 30 local people are now working as customer service agents, providing customer service for Novaventa, a leader in retail and e-commerce in Colombia. Over three quarters of these agents are from low income groups, and for over a quarter of them, it’s their first job. In addition to job opportunities and customer service training, the program includes working with local communities to develop communication skills. support networks for families, and community activities - all with the intention to create a lasting impact in the local community, support sustainable development and improve quality of life. With these projects, Konecta is seeking to create an environment where talents can flourish and skills be improved. We believe strongly that the true success of a company is measured not only by its financial achievements, but by its ability to contribute value to society. The new Paraisópolis workspace and these other projects in Brazil and Colombia exemplify that perfectly. ### Konecta and Google Cloud forge strategic alliance to drive AI-enabled innovation in customer experience URL: https://konecta.com/news-insights/press-releases/konecta-and-google-cloud-forge-strategic-alliance-to-drive-ai-enabled-innovation-in-customer-experience Published: 2024-11-04 - Partnership includes the enhancement of Konecta’s Digital Unit with Google Cloud’s Customer Engagement Suite and Generative AI solutions. - 500 Konecta engineers certified on Google Cloud technology. - Konecta moving to Google Workspace for improved collaboration and productivity for its 100,000-person workforce. About Google Cloud Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner. Madrid, November 4th, 2024 – Konecta, a global leader in customer experience (CX) and digital services, and Google Cloud today announced a three-year strategic partnership. This alliance strengthens Konecta’s leadership in delivering innovative customer experience solutions powered by AI, automation, and cloud technologies. This collaboration will see Konecta transition its 100,000-person workforce to Google Workspace, enhancing collaboration and productivity across its global teams. As a certified Google Cloud partner, Konecta will deploy Google Cloud’s Customer Engagement Suite to its own clients to enhance their customer service operations. In addition, through this partnership, up to 500 Konecta engineers will be certified in Google Cloud technologies, helping drive the development and implementation of next-generation AI solutions for clients. By integrating Google Cloud’s AI capabilities into its offerings, Konecta will enhance its CX services, helping businesses automate customer interactions, build and deploy AI agents using Vertex AI, and deliver more personalized experiences. Key benefits of the three-year partnership include: - AI-driven Digital Unit and enhanced CX solutions The partnership accelerates the growth of Konecta’s AI-powered Digital BU, which is dedicated to delivering cutting-edge CX and Contact Center as a Service solutions (CCaS). Konecta and Google Cloud will collaborate on go-to-market (GTM) initiatives to introduce AI-driven services that improve customer satisfaction, automate routine tasks, and enhance operational efficiency. - Advanced CX offerings with AI and CCaS integration Konecta will integrate AI and CCaS technologies into its CX offerings, enabling businesses to leverage automated customer service solutions, AI agents, and personalized communication platforms. These advanced solutions will transform how businesses manage customer interactions, improving outcomes and satisfaction. - Certified expertise in Google Cloud technologies With up to 500 engineers certified in Google Cloud technologies, Konecta will bring a new level of technical expertise to its clients, ensuring seamless implementation of AI and CCaS solutions. This certification further solidifies Konecta’s position as a trusted provider of AI and cloud-based customer service solutions. - Workplace modernization and global scalability: Over the next three years, Konecta will migrate its internal communications environment from 30,000 today to more than 100,000 employees using Google Workspace, enhancing collaboration, security, and productivity across global teams. This transformation will enable Konecta’s workforce to better serve clients by delivering faster, more agile responses to customer needs. Nourdine Bihmane, CEO of Konecta, said:"This partnership with Google Cloud allows us to significantly enhance our customer experience solutions with GenAI and automation. As a Google Cloud-certified provider, we are empowering our teams with the tools and knowledge to deliver more personalized, efficient, and intelligent customer service operations. This is a critical step in our mission to lead the industry in AI-powered experience." Tara Brady, President, Google Cloud EMEA, said:"Consumers today demand faster, more informed, and more tailored interactions with the brands they trust. Our strategic alliance with Konecta will empower its clients to provide superior customer service experiences and expedite their digital transformation. Together, we're helping businesses harness the power of AI to achieve meaningful business results." ### Konecta celebrated as CX Leader in EMEA and Major Contender in Americas in latest peak Matrix® assessment URL: https://konecta.com/news-insights/press-releases/konecta-celebrated-as-cx-leader-in-emea-and-major-contender-in-americas-in-latest-peak-matrix-assessment Published: 2024-10-29 Madrid, October 29th, 2024 – Konecta, a global leader in customer experience and digital services, has again been confirmed as a major global provider of CX management services in the PEAK Matrix® Assessment 2024. For the fifth year running, Everest Group’s rigorous assessment of CX players confirms Konecta as a Leader in the EMEA region and a Major Contender in the Americas. In the EMEA region, Konecta was one of only four companies to achieve Leader status out of almost 40 analysed. The PEAK Matrix® Assessment is based on CX management providers’ market impact, vision and capabilities – i.e. their ability to deliver services successfully. In both regions Konecta scored highly across all elements, as a result of its wide delivery network, robust in-house solutions and partnerships, multilingual capabilities, and approach to AI and digitalization. Nourdine Bihrane, Group CEO of Konecta, said: “We are delighted to be confirmed as a Leader in EMEA and a Major Contender in the Americas in the Everest Group’s PEAK® Matrix Assessment 2024. It recognises our ability to deliver the very highest standards of CX management for our clients – including in the key areas of digital CX and GenAI agent implementation. We will continue to use our strengths and talents to support and win clients and to build on our leading position across EMEA, the Americas and other key markets.” Commenting on Konecta’s achievements in both EMEA and the Americas, David Rickard, Partner at Everest Group, said: “Konecta has a strong presence in Latin America, serving clients across Mexico, Brazil, Argentina, Chile, Colombia, and Peru. In the EMEA region, it has a significant presence in France, Spain, and Italy. The company boasts a robust delivery network across onshore locations in Belgium, France, Spain, the UK, and Italy, as well as nearshore destinations like the Czech Republic, Madagascar, Romania, Turkey, Brazil, and Colombia. Furthermore, Konecta has built a robust partner ecosystem with leading technology vendors and has enhanced its digital customer experience (CX) capabilities by leveraging the expertise of over 700 specialists across various aspects of digital CX, including AI, generative AI, data and analytics. These factors, among others, have contributed to Konecta's recognition as a Major Contender in the Americas and a Leader in the EMEA region in Everest Group's Customer Experience Management (CXM) PEAK Matrix® Assessment 2024.” To find out more about the PEAK Matrix® Assessment 2024 and how Konecta performed in key regions, download the EMEA and Americas reports. ### Five key customer management trends in insurance, from Gen AI to non-life URL: https://konecta.com/news-insights/blogs/five-key-customer-management-trends-in-insurance-from-gen-ai-to-non-life Published: 2024-10-14 Across the world, the insurance sector is going through a period of profound change, and it’s happening at great speed. Those in the sector whose customer management approach does not keep pace with this will quickly get left behind and lose share. On the flipside, that also means there are great opportunities for those that understand the evolution of the market, embrace change decisively, and are ready to transform and innovate. Konecta has an expert view of the changes emerging in the sector and we are in the forefront of delivering them. With a leading position in CX BPO in the insurance sector, we support around 80 different brands, including disruptive insurtechs, covering the entirety of front- and back-office processes in all branches of insurance. Here we give you our overview of the key trends shaping the sector – trends that every insurance player needs to understand and master. Trend one: A major cultural shift It’s often been said that, historically, the insurance sector has been transactional by nature and often slow to adapt. But in our experience, this assessment no longer applies. Among both internal and external stakeholders – e.g. employees, customers, investors, and others – there’s a growing acceptance of the role that new approaches, new technology and new products can play. Through this cultural shift, the concept of ‘insurance’ is becoming more granular, with offerings such as prevention-as-a-service, usage-based insurance, on-demand insurance, bundled offerings, value-added services, peer-to-peer insurance, micro-insurance and so on likely to become the norm. Already, the meaning of ‘insurance’ may mean different things to successive generations of employees, customers, partners, suppliers and regulators. This all amounts to an unprecedented opportunity for forward-focused insurers to innovate and re-imagine their businesses to meet customer demands – with the proviso that while transforming their business, they still need to outperform for customers on existing and transitional services. Trend two: Imperative for ‘humanized’ and seamless experiences Delivering high-quality, efficient, personalized CX is a must in the industry’s transformation. Providers must move forward from their traditional role as loss payers to becoming empathetic insurers and guardians for customers, say Everest Group analysts. As in other sectors, customers are increasingly seeking high-quality, customer-centric products and experiences including outstanding service on demand. Brands have to rise to the challenge, optimizing every part of the customer journey to maintain trust, build loyalty and achieve differentiation and relevance. This is both challenge and opportunity. “Brands must invest in multi-channel digital solutions to simplify policy purchases, improve claims management, and offer personalized services,” says Davide Diemmi Insurance Business Developer & Strategist at Konecta. “We’re here to help them do that, including through our work to enrich offers with non-life branches that end-customers are inclined to pay for, accelerating the creation and configuration of hyper-customizable products, and helping them engage with new opportunities through digital channels in real time.” Trend three: Innovation and digital transformation infuse everything The future of insurance is being driven by technology. To compete, brands must accelerate their advanced technologies adoption (including AI / GenAI, data analytics and process automation) to adapt to individual customer needs, provide seamless and consistent digital experiences, enhance the CX, improve decision-making, streamline operations, and optimize risk assessment and operational efficiency. Not surprisingly, GenAI dominates the conversation: a research report on Global Generative AI in the Insurance Market, by Insight Ace Analytic, found that the market size of GenAI insurance was worth US$575 million in 2023 and is predicted to increase almost tenfold by 2031 to reach US$ 5598 million – a 33.59% CAGR. However, this should not obscure the fact that there are other key technologies to embrace – such as the use of advanced data for data-driven decision-making. In order to infuse data and intelligence into insurance operations, say Everest Group, brands must partner with AI platform providers to use structured and unstructured data to improve efficiency and effectiveness. More widely, success in terms of digital transformation requires providers to balance the human component, which remains essential in providing high-value, high quality services, with the latest technologies to provide brand new services: “Konecta’s delivery model involves the integration of specialized human skills in the insurance sector with process simplification solutions and the automation of activities, with the support of AI / GenAI,” explains Paolo Mariottini, Vice President of Sales Digital at Konecta. Trend four: Mastering the divide between legacy systems and new systems As insurers pursue their digital transformation journeys, it can be challenging for traditional insurers to modernize pre-existing legacy systems and/or incorporate new tech and AI into them. While some insurers have brought in or merged with insurtechs in order to modernize, there are still significant hurdles to integrate the old and new. In Italy, the insurtech REVO turned to Konecta as system integrator and partner, to design, implement and deploy its new core insurance system. It wanted a new platform using cutting-edge software architecture to integrate with its existing consolidated platform, including pre-existing back-end components for managing some services such as accounting, compliance and regulatory reporting. Konecta created a fully cloud-based solution, using new technologies like GenAI and blockchain to provide high levels of security, speed and flexibility. The no code/low code platform allows REVO to quickly configure new products or business lines. Trend five: Significant growth in the non-life insurance segment Technology and consumer demands are opening the way for innovative products and forms of interaction that consumers may not previously have known they wanted. Like so many aspects of change, this too is both opportunity and challenge. A glance at some of the practical innovations already up and running – and made possible by technologies such as advanced data analytics, AI and blockchain – provides an illustration of the rapid change taking place in the sector: - Parametric (or index-based) insurance, paying a predetermined sum when a specific event (such as a natural disaster or a weather event) occurs, without the need to assess the actual damages. This approach simplifies the payment of claims, reduces administrative costs and is made possible through the use of advanced data analytics and blockchain. Using the platform created with Konecta, REVO is now offering this in Italy, for example offering parametric weather insurance to consumers booking an umbrella and/or sunbed on the beach via the portal www.spiagge.it. - Data from telematics, wearables and IoT, being increasingly used to assess risk in real time. For example, car insurers are using data from monitoring devices installed in vehicles to calculate personalized premiums based on driving behavior, and health insurers are using home telemetry, wearables and apps for monitoring or early identification of chronic conditions. - Pay-per-use, becoming more attractive to consumers than fixed premiums, such as having car insurance premiums based on the number of miles or hours driven. Consumer expectations will grow on these products, turning them from ‘innovations’ into standard expectations. Insurers will need to deploy technology and risk management expertise to provide and tailor them, including advanced data analytics, AI and blockchain – with help from providers such as Konecta. Other trends: From consolidation to regulation At the same time as managing the digital transformation journeys required to stay ahead of the trends above, insurers also have to keep aware of other industry shifts and pressures. One of these is consolidation. Mergers and acquisitions are continuing to take place across the insurance sector, driven partly by technology evolution and the need to compete. We expect this to continue. The other is regulation. Companies in various jurisdictions are already subject to a strict regulatory framework (such as GDPR in Europe) that impacts heavily on commercial practices and risk management. This is unlikely to lighten, given the sensitivity of the customer data that insurers handle, and the severity of cybersecurity threats that businesses face. Innovation will always need to be sensitive to compliance requirements. Outsourced solutions are essential As insurers set out to navigate these trends, CX BPO leaders such as Konecta can act as potential strategic partners, supporting insurers and insurtechs through the transformation and innovation programs required to anticipate these trends. As well as working with insurer clients to create flexible products and to offer process simplification solutions (for example on claims management), Konecta is now operating as an accelerator to support the adoption of new, scalable and future-ready technologies. According to Andrea Armani, Digital Business Unit Director at Konecta, “Konecta is increasingly called upon to support where companies want to evolve towards value-based models – that is, integrated and end-to-end models that combine the skills, quality and experience of people with the extension made possible by new technologies, such as GenAI, and a complete framework of technical solutions to support them. “For these companies, Konecta is ready to operate as a partner, providing the technologies necessary for the management of the end-to-end process, from CRM to omnichannel platforms, advanced analytics applications, blockchain etc, as well as digital processes and applications to support continuous improvement.” As we said above, the insurance trends happening so quickly across the sector bring both challenges and opportunities for insurers and insurtechs. Konecta is on hand not only to solve the challenges but also to support companies to be ahead of the game in capturing new opportunities. If you’d like to know more, get in touch. ### Konecta’s waste collection initiatives in Colombia: Partnerships with Ecobot and Botellas de Amor URL: https://konecta.com/news-insights/initiatives/konectas-waste-collection-initiatives-in-colombia-partnerships-with-ecobot-and-botellas-de-amor Published: 2024-09-23 At Konecta, we know that waste management is not only an environmental responsibility but also an opportunity to enhance our commitment to sustainability. To advance our environmental recycling practices and waste utilization while minimizing our corporate impact, we have established strategic partnerships in Colombia with two initiatives that have allowed us to avoid emitting over 116 tons of CO2, contributing to the reduction of our carbon footprint: Ecobot and Botellas de Amor. Ecobot: innovation and efficiency in waste management Our partnership with Ecobot represents a significant advancement in how we approach the collection and sorting of plastic waste. The organization provides us with an intelligent container for one of our locations in Antioquia, as well as access to national containers equipped with sensors that identify and classify different types of packaging and offer discount coupons for recycled packages. The data collected by the sensors facilitates waste management by providing real-time tracking of generated volumes and users involved in the initiative, allowing us to keep a record of each participant's contribution to the campaign and the positive impact we generate on our environment. Since the beginning of this partnership, we have achieved a spot in the TOP 10 global companies that recycle the most with Ecobot, ranking first for four consecutive months, from May to September, with over 26,000 recycled packages. These figures demonstrate our commitment to joining Ecobot’s recycling initiative, highlighting the contribution of Yuliana, a service representative and Konecta volunteer, for her valuable input of 4,230 recycled packages during June and July. Botellas de Amor: transforming flexible plastic waste into sustainable projects Since 2020, we have maintained a partnership with Botellas de Amor Foundation, dedicated to manufacturing plastic wood from bottles filled with flexible plastics (candy wrappers, potato chip bags, etc.). This wood has been used to transform vulnerable spaces through the construction of houses, playgrounds, libraries, among others, that impact various communities, giving purpose to its name. Through this partnership, we have promoted sustainable practices by inviting our employees to fill bottles of love and deposit them at various collection points within our locations in Colombia. These bottles are sent to the foundation transformation plant, where they are processed and transformed into plastic wood planks. This helps us reduce the amount of plastic waste ending up in landfills, promoting a culture of recycling and circular economy within our community. So far, we have collected over 45 tons of bottles filled with flexible plastics, which were transformed by Botellas de Amor Foundation for a project submitted to the 2023 Fundación Konecta’s Social Projects Call: the construction of the first geodesic dome that will serve as a digital classroom and reading space, which was delivered last August to the Loma Linda Educational Institution in Itagüí, Antioquia (Colombia), positively impacting over 1,500 people, including the school community and their families. In this way, we ensure that our partnership with Botellas de Amor not only contributes to transforming plastic waste but also supports high-impact initiatives for communities. Our commitment to sustainability is ongoing These results demonstrate the potential to multiply the impact of initiatives developed for the environment and community progress through partnerships between the private sector, social entities dedicated to these tasks, and the participation of our volunteers. In this regard, Ecobot, Botellas de Amor Foundation and our employees have been key allies in achieving our sustainability goals. At Konecta, we continue to advance with the conviction that innovation and collaboration are essential for building a greener and more responsible future. ### Generative AI for customer experience: how it can boost your business results URL: https://konecta.com/news-insights/blogs/generative-ai-for-customer-experience-how-it-can-boost-your-business-results Published: 2024-09-11 In the digital age, customer expectations are evolving at an unprecedented pace. Companies must deliver personalized and seamless experiences across multiple touchpoints to remain competitive. Enter Generative AI for customer experience - how a transformative technology it’s reshaping the way businesses interact with their customers. What is Generative AI? Generative AI refers to artificial intelligence systems capable of creating content such as text, images, videos, and even entire workflows. These systems use advanced machine learning models, like GPT or diffusion models, trained on vast datasets to generate highly tailored outputs. How Generative AI enhances customer experience Generative AI empowers businesses to: - Personalize interactions: crafting custom responses, product recommendations, or content tailored to individual customer preferences. - Streamline support: automating customer service through intelligent chatbots that understand and resolve queries with minimal human intervention. - Create dynamic content: generating marketing copy, email campaigns, or advertisements that resonate with diverse audience segments. Key benefits of Generative AI for customer experience - 24/7 availability: AI-powered systems provide instant support at any time of day. - Scalability: businesses can handle increasing volumes of inquiries without compromising quality. - Cost efficiency: automating repetitive tasks frees up human agents to focus on complex, high-value issues. - Innovation: tools like AI-driven design systems create fresh ideas and strategies to engage customers. Real-world applications Industries leveraging Generative AI for customer experience include: - E-commerce: personalized product descriptions and visual enhancements for online catalogs. - Healthcare: tailored patient communication and appointment management. - Banking: fraud detection and custom financial advice. Generative AI is not just a trend; it’s the future of customer experience. By integrating this technology, companies can meet the growing demand for smarter, faster, and more engaging interactions. Embracing AI today means setting a foundation for tomorrow’s success. See also: Five practical examples of how Gen AI can transform customer relations Challenges in implementing Generative AI Despite its many advantages, implementing Generative AI for customer experience isn’t without its challenges. One major concern is data privacy. Businesses must ensure they are fully compliant with regulations like gdpr while also protecting sensitive customer information. Another challenge is addressing biases in AI models, which, if left unchecked, could lead to unfair or inconsistent customer interactions. Additionally, integrating AI tools into existing workflows can be costly and time-consuming, requiring careful planning to avoid disruptions to daily operations. Best practices for adopting Generative AI To make the most of Generative AI, companies should approach its adoption with a strategic mindset. Starting small with pilot projects allows businesses to test the waters and measure effectiveness before committing to larger implementations. High-quality data is critical, as clean and diverse datasets significantly improve the accuracy and relevance of AI-generated outputs. Human oversight also plays a vital role; combining AI’s efficiency with human expertise ensures more reliable and nuanced results. Finally, the journey doesn’t end at implementation—continuous monitoring and optimization of AI models are essential to keep up with the ever-evolving needs of customers. Future trends in Generative AI for customer experience The future of Generative AI in customer experience is brimming with exciting possibilities. One major trend is hyper-personalization, where AI can craft entirely unique customer journeys in real time based on individual preferences and behaviors. Voice AI is also gaining traction, offering natural and conversational ways for customers to interact with businesses. On the creative front, AI is increasingly being used to enhance marketing strategies by generating fresh ideas and concepts. Meanwhile, predictive analytics is helping companies stay ahead by anticipating customer needs and preferences, enabling proactive engagement. These trends underscore the growing potential of Generative AI to redefine the customer experience landscape. Stay updated on the world of customer experience on the Konecta blog, or contact us if you want to know more. ### Using uniqueness to improve your customer relations URL: https://konecta.com/news-insights/blogs/using-uniqueness-to-improve-your-customer-relations Published: 2024-09-11 In today's world, where customer experience (CX) sits at the heart of business strategy, it’s crucial to recognize and understand the diversity and uniqueness of each company. Reflecting the complex and multi-dimensional reality of the current market, every brand operates within its own context, shaped by its history, size, business model, market vision and individual challenges. This uniqueness steers how it approaches customer relations, and whether it thinks and acts globally, prioritizes a local approach, and or adopts a mixed strategy, with services tailored for individual countries. For a long time, Konecta has guided brands through the complexities of customer relations, recognizing that one size does not fit all and demonstrating how end-customers’ different perceptions of best practice should influence their management. Through three examples, we illustrate the importance for brands of collaborating with a partner who not only understands the specifics of different markets but also has the operational capabilities and talent to respond to them effectively. Whether it's for a universal management approach or adapting to local specifics, the understanding of these variations is crucial for the development of enduring customer relationships. Example 1: channel usage and preferences It’s not ‘new’ news that customers have different preferences in terms of contact channels, nor that these change. Even so, the pace of change and the variance from market to market can be dazzling, with brands’ own capabilities not engineered to adapt. While voice has traditionally held the majority share in the outsourced CXM market (comprising 74% in 2022, as opposed to 12% for chat), Everest predicts significant growth in non-voice channels, particularly chat and social media. This trend is largely driven by the preferences of millennials and Gen Z who favor non-voice communication channels. This is resulting in high digital channel growth, for instance in the use of WhatsApp in CXM, especially in Latam, with Brazil and Mexico in the top 5 countries. Anticipating customer expectations, we have assisted clients in key sectors globally to update their customer relationship management: - In both Latam and Europe, we have deployed WhatsApp solutions in inbound and outbound customer support, assisting clients in multiple sectors to capitalize on its widespread use and immediacy. - In France, we have helped clients in the retail and e-commerce sectors to enhance sales and customer services, including claims management, through WhatsApp's direct and versatile communication capabilities. - In Mexico, we collaborated with a public sector client to facilitate sales services, tapping into the country's high engagement rates with the platform. Through this creative utilization of WhatsApp, our team not only enables brands to align with end-customers' expectations but also empowers them to leverage the platform's strengths - such as its high open rates (70-90% vs emails at 15%), versatility permitted by multimedia content, and the potential for automation via a chatbot with the option to escalate to an agent. Example 2: expectations on language provision Language is a key factor in CX, with almost half (48%) of consumers believing that an agent’s ability to communicate in the consumer’s native language is the most crucial quality for authenticity in customer service. It’s a key point for brands to bear in mind when 75% of consumers in the same study said that ‘authentic’ customer care experiences are important to them. But language provision alone may not be sufficient to win the hearts and minds of end-customers. In some markets, such as the UK, there may also be preferences around local accents, requiring brands and their CX providers to achieve a nuanced blend of offshoring/ nearshoring/ onshoring to meet expectations. In written channels too, there are high customer expectations around native language provision, fluency and excellence. Konecta, with our global presence and local understanding, answers these needs through our effective bestshoring solutions and network of multilingual hubs. We are also harnessing the power of generative AI to help brands improve on language provision. For example, one of the early use cases being developed by the Konecta Gen AI Use Case Factory is a client-centric Multilingual Spell Checker, which offers huge benefits over traditional dictionary- and rule-based spellcheck methods. Its use by a telco client, which operates across different countries in Europe and interacts with customers in multiple languages, resulted in: - Improvements in average handling times (AHTs) and average operation times - Higher customer satisfaction and loyalty, resulting from the improved quality of communications received. Example 3: demand for self-service options If you go back a few years, brands’ adoption of automation and provision of self-service options was often motivated by their efficiency goals; now, it’s often driven by consumer preferences. CX research tells us that more than three-quarters (77%) of customers have a more positive perception of brands that offer them self-service options and 81% want businesses to provide more self-service opportunities. However, look deeper into the demographics, and the appetite for self-service may not be universal - or may be growing at different speeds. A 2023 study asked US consumers which solution they preferred to help solve a problem with a company or brand: phone or digital self-service. While 48% of Gen Z consumers expressed a preference for self-service, only 18% of Boomer generation respondents would have chosen it. It’s vital, therefore, that companies and their providers are able to predict and cater for these preferences across different geographies and markets, in a manner that’s cost-effective to provide and doesn’t exclude other customers. It’s a tall order, especially when both consumer preferences and the available technology are fast-changing. Konecta is supporting hundreds of companies to navigate these issues, in multiple sectors and geographies, with just one example below: In Latam, we worked with a global technology conglomerate to improve its post-sales customer experience across all service channels (including WhatsApp, livechat and email) with a strong emphasis on first-level support in order to reduce the need for customers to visit service centers. Through our solutions, we increased digital / self-service contact from 12% to approx 40%, accompanied by continuous improvement in CSAT scores. Critical to these results was our deep engagement with the client’s (and its customers’) unique needs, which enabled us to propose process flow modifications and service scripts, to leverage tools such as speech analytics, and to simplify processes between distributors, service centers and the end-customer. By understanding the client’s and its customers’ uniqueness, we helped them navigate the switch to digital / self-service options, in a way that improved response times, satisfaction and brand perception. Making it happen The three areas above - channel usage, language provision, and demand for self-service - have all been shown to impact consumers’ choice of brands and to vary widely across geographies and generations, meaning that it’s vital for companies in every sector to get them right. With each of these core areas in customer management, our teams at Konecta have demonstrated their ability to understand the different contexts that face each client - whether their’ focus is local, regional or global. Not only do we develop data-driven solutions that empower their growth, we also ensure these solutions integrate seamlessly into their processes and systems. To do so, we rely on our many strengths: our global yet local presence, our access to talent and language abilities, our partnerships with leading technology providers, our ability to innovate, including in AI and Gen AI, and our delivery of operational excellence and continuous improvement. And there’s one other crucial element too: our willingness to listen to you and understand your own uniqueness. To start the conversation, get in touch! (1) Meeting the demands of the modern customer, Emplifi, December 2022. (2) The good, the bad and the ugly of self-service, May 2023, (3) 2023 ACA study: The state of customer service and CX: Achieving customer amazement. ### Four ways mystery shopping can improve your CX URL: https://konecta.com/news-insights/blogs/four-ways-mystery-shopping-can-improve-your-cx Published: 2024-09-09 Most businesses will be familiar with the idea of mystery shopping – after all, banks and other businesses have been using it since the 1940s to check that staff follow the correct processes when handling cash. However, you may well be under-estimating just how valuable it could be for your business. In a market where CX differentiation is more important than ever for building customer loyalty and value, it’s a powerful tool to evaluate, improve and differentiate your CX and quality of service. Businesses overlook it at their peril! Below we explain four examples of how mystery shopping – when expertly designed and delivered – could be a game-changer for your business. But first we’ll give a quick sketch of what mystery shopping campaigns can entail in 2024 because they’re certainly different from their 1940s origins. The basics – then and now As in the 1940s, mystery shopping is an investigation technique that consists of impersonating a customer in order to find out and assess certain specified issues. Since staff don’t know they’re being evaluated, the experience is more authentic than when managers visit. The 2020s approach to mystery shopping is – not surprisingly – more sophisticated than those 1940s bank ‘customers’, with audits covering, for example, the standard of customer care and service received, the state of the location or usage of promotion collaterals, regulatory compliance or whether certain commercial protocols or processes are being followed, staff performance, the alignment of CX across different channels, and many more aspects. To assess, evaluate and report on these or other issues, an expert provider such as Konecta will carefully develop objectives, scenarios and mystery shopper roles, using large teams of trained ‘shoppers’ and a sophisticated range of methodologies depending on the needs of the client and what it wants to achieve. Reason 1: Improving the customer experience The best-known reason to use mystery shopping is to obtain an objective and detailed view of your customers’ experience and how they perceive it. Mystery shoppers impersonate ‘real’ shoppers and evaluate the interaction, enabling you to identify weaknesses and problem areas that otherwise might not be evident – as well as areas where you are performing strongly. Example: When a restaurant chain saw that online reviews mentioned differences in the quality of service between its different locations, it asked Konecta’s specialist team to evaluate the CX across all its branches. Discovering from Konecta’s audit and analysis that some employees were not following established customer service procedures, the restaurant chain was able to standardize its processes and offer additional training to staff. Consequently, online review ratings improved by 20%. To provide the rigorous analysis and valuable signposting of this example, a mystery shopping or audit campaign must be expertly designed, delivered and reported – using a personalized approach and tailored solutions, as we do at Konecta. As well as using innovative tools for more efficient data collection and reporting, we have a database of more than 10,000 active and segmented shoppers across or Spanish-speaking / Portugal / Andorra area alone, with proven experience in sectors such as technology, health, automotive, construction, tobacco, energy and finance. Reason 2: Evaluating compliance with standards and policies In this use of mystery shopping, the audit is designed to check that staff are correctly following your company’s policies and procedures. In regulated sectors, where compliance is crucial to avoid sanctions and reputational damage, these audits are essential, but they can be valuable in other sectors too. For instance, shopper teams can check that your different staff or locations are achieving compliance and consistency on anything from data handling, to up-to-date sales messaging and loyalty scheme promotions, to correct displays and explanations for different products. Example: A pharmacy business needed to know if all its individual pharmacies were complying with the regulations for dispensing medicines and handling personal data. Konecta designed and executed a mystery shopper program to evaluate regulatory compliance at each pharmacies, and discovered several minor variations across the network. As a result, the business was able to correct these issues well before they resulted in regulatory issues or penalties or any reputational problems, and improved its compliance rate by 30%. Reason 3: Developing employee performance and motivation Mystery shopping can also provide detailed and constructive feedback on employee performance, allowing managers to identify specific training needs and motivate employees by recognizing strong performance. Results can also feed into wider decision-making about future design of training and performance management programs, ultimately leading to your staff being better equipped to offer high-quality and consistent service and CX and to act as effective ambassadors for your brand. Example: A clothing retail business wanted to improve customer care and to motivate employees to offer better service, so asked Konecta’s mystery shopping experts to make periodic, detailed evaluations of its employees. The feedback from these evaluations provided the starting point for creating incentive programs and training. Employees who were rated positively received recognition and bonuses, which contributed to a 25% improvement in service quality and staff motivation. Reason 4: Identifying opportunities for improvement and differentiation Through providing a better understanding of your customers’ experience and your employees’ compliance with standards and processes, mystery shopping is a key tool to identify areas of opportunity. For instance, mystery shoppers can detect specific opportunities to improve areas of your customer service, products or processes, enabling you not only to address problems but also to seek competitive advantage. As well as showing the route for a one-off improvement action plan, regular mystery shopping and audits allow you to check whether action plans are being implemented and applied effectively, or whether it needs to be tweaked or adapted. Through evaluation of your own business and your competitors, you gain actionable insights on how to differentiate yourselves successfully through continuous improvement and innovation. Example: Konecta designed a mystery shopping campaign for a supermarket to discover areas where it could differentiate itself from competitors, helping it to attract and retain customers in a highly competitive marketplace. It wanted Konecta’s ‘shoppers’ to carried out detailed evaluations of all its locations, paying particular attention to the layout and presentation of the store, the quality and freshness of products, the standard of customer service around the stores, and the quality and efficiency of the payment process. As a result of Konecta’ s reporting and recommendations, it was clear that, although the quality and freshness of products was high, the presentation and visibility of products could be improved. In addition, the audit showed that service at cash registers could be made more efficient, in order to reduce customer waiting times. Acting on these insights, the supermarket implemented new display and signage techniques in its fresh products section, highlighting the freshness and quality of these products; it also introduced a faster cashier system and trained staff in efficiency techniques for payment processes. These improvements not only produced an upswing in customer satisfaction, they also created a perception of the supermarket as a provider of high-quality, fresh products and fast, efficient service. This shift helped the business to attract more customers who cared about product quality and their time. What to look for from mystery shopping providers As those four examples show, mystery shopper services are a powerful tool to improve customer experience, guarantee compliance with standards and policies, and develop and motivate staff – delivering significant and positive impacts for businesses in all sectors. To deliver these benefits requires expertise and scale on the part of the provider, and the ability to cover different mystery techniques, business areas and sectors, and operations (including fieldwork, data management and quality. Konecta, for example, as well as having segmented databases of active shoppers and experience across multiple sectors, takes care of the entire campaign or audit, from defining objectives and optimal methodologies, to carrying out the fieldwork, right through to analysis, evaluation and suggestions for CX improvement, always working hand in hand with clients. Advanced technology is also important, and Konecta has a high-capacity tool that maximizes data obtained, accelerates fieldwork and adapts data to the profile of each user. Clients can access information online in real time throughout the field marketing work to check possible incidents or emerging trends, and there are user-friendly predefined reports to monitor trends, rankings, response analysis, reviews, and tailored summaries that facilitate the personalized extraction of information by the client. The service can be part of an end-to-end relationship but is also offered independently, with clients able to contract it without using Konecta’s other comprehensive services. Through these strengths and its detailed, anonymous and tailored approach to mystery shopping, Konecta has helped numerous brands to identify areas of improvement. The results can include improved customer focus and customer relationships, increased customer satisfaction, higher perceived value of brands, and better commercial results. Looking at it that way, any brand that doesn’t make the most of mystery shopping and audit campaigns is missing a huge opportunity. If you’d like to know how Konecta could help your own business benefit from expert mystery shopping, we’d be delighted to tell you more. Get in touch at konectamysteryshopper@konecta-group.com ### Konecta earns Best Place to Work certification in Romania and in Albania for 2024 URL: https://konecta.com/news-insights/news/konecta-earns-best-place-to-work-certification-in-romania-and-in-albania-for-2024 Published: 2024-09-04 Konecta ‘s Italian Speaking Market Unit has received two Best Place To Work certifications in 2024 for its operations in Romania and Albania. These new certifications are a testament to Konecta’s sustained commitment to creating a work environment where our people feel valued, supported and engaged. Best Places to Work is an international HR certification program providing employers in different countries with the opportunity to learn more about their employees’ engagement and job satisfaction, and honoring those employers who deliver an outstanding work experience with the highest standards in relation to working conditions. The certification is based upon robust surveys and analysis of feedback from employees, taking into account various aspects such as leadership, work-life balance, professional growth, compensation and benefits. Konecta Albania received the BEST PLACE TO WORK certification for the 5th consecutive year, while Konecta’s operation in Romania has been declared a BEST PLACE TO WORK for the fourth time. ### Konecta Recognized as "Company of the Year 2024 in Latin America" by Frost & Sullivan thanks to its pioneering Customer Experience Outsourcing solutions URL: https://konecta.com/news-insights/press-releases/konecta-recognized-as-company-of-the-year-2024-in-latin-america-by-frost-and-sullivan-for-pioneering-customer-experience-outsourcing-solutions Published: 2024-07-29 Konecta, a global leader in customer experience services and digital solutions, has been awarded the title of "Company of the Year 2024" in Latin America by the prestigious consulting firm Frost & Sullivan July 2024 - Konecta, a global leader in customer experience services and digital solutions, has been awarded the title of "Company of the Year 2024" in Latin America by the prestigious consulting firm Frost & Sullivan. Konecta’s revolutionary commitment to customers through highly advanced technology and innovative solutions, setting new standards in Customer Experience management, have been decisive factors in it gaining the award. According to the latest analysis of the BPO Industry in Latin America by Frost & Sullivan, Konecta is the provider of the year in business process outsourcing services and customer relationship management, with disruptive technology that ensures operational excellence and effective results in brands' customer experience. Today, Konecta is one of the leading providers in Latin America, with a presence in Argentina, Brazil, Colombia, Chile, Colombia, Guatemala, El Salvador, Mexico, Paraguay and Peru, as well as the United States. Mariano Castaños CEO of Konecta in America "For over 25 years, we have evolved to meet the needs and expectations of the market. Today, we’re delivering high-value solutions, thanks to the coordinated and committed work of our teams and the adoption of AI that allows us to support, with effective strategies, customer management in various verticals, which is reflected in the preference of our customers and this recognition as Company of the Year 2024 in Latin America, awarded by Frost & Sullivan," Marcos Ainchil Frost & Sullivan's Best Practices Research Analyst "Konecta focuses on driving digital transformation and data analytics services centered on innovation and continuous process improvement. Using agile methodologies and keeping end-users in mind, the company develops new and innovative solutions through multidisciplinary teams, a horizontal organizational structure, and state-of-the-art technology and security capabilities," This award confirms Konecta's excellence in terms of its growth strategy, high levels of innovation in its products and technology, and its leadership in creating customer value, as well as market penetration. To select the winning company, analysts compared market participants and measured performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the sector. Mariano Castaños, CEO of Konecta America, was interviewed by Sebastián Menutti, Industry Director at Frost & Sullivan, about the journey to this recognition and provides a vision on the path traced by Konecta as a leader in Customer Experience Management: SM: What are the main reasons that make Konecta deserving of this recognition? MCZ: Konecta achieved outstanding scores in each of the categories evaluated by Frost & Sullivan in the field of customer experience outsourcing services: Innovation, visionary performance, response to customer needs, visionary scenarios through mega trends, implementation of best practices, leadership focus, financial performance, customer experience in its lifecycle, and brand capital. This result is largely due to the fact that at Konecta we have preserved the culture and vision of our founders, which places the customer and the consumer at the center of all our decisions. In line with this statement, we have carried out constant work in innovation and excellence management across all our geographies. In recent years, we have driven digital transformation, data lab services centered on innovation, and continuous process improvement. Using agile methodologies and keeping end users in mind, we are developing new and innovative solutions, supported by cutting-edge technological and security capabilities. As a result, we have significantly improved our digital and voice analytics functions, integrating new opportunities, for example, in the field of digital marketing. Speaking of Latin America, in 2022 we occupied one of the top leadership positions in the market and are among the top five providers in Chile, Colombia, and Mexico.. SM: How did you get here? Tell me a bit about your journey. MCZ: The first thing is to listen, understand, and learn from our clients. By understanding their business, their challenges, and working as a team, we have been able to address a very profound transformation of Konecta, moving from offering call center services to higher-value transformation solutions, intensive in technology, Generative Artificial Intelligence, and Robotics.ótica. We are taking full advantage of the opportunities that Artificial Intelligence gives us to streamline the customer journey, making it fast and easy for the end consumer and significantly reducing costs and human errors. To achieve this, we have invested many hours in trend research, conducting journeys with our clients to identify their needs, expectations, and what their users expect, generating interdisciplinary and intercultural teams; where the knowledge and experience of each geography have provided invaluable value in building our new digital solutions. No less important is the investment we have made in our human talent, ensuring the permanent management of development, well-being, and career programs; managing to build a community of highly motivated and empathetic agents. Today, all our operations in America have the Great Place to Work certification and other certifications such as Gold Seal Equipares, Carbon Footprint Reduction, and numerous awards that recognize our commitment to Labor Inclusion. SM: What can we expect to see from Konecta in the future? What are your next steps to enhance your growth and innovation? MCZ: The first thing is that every day you will see Konecta closer and more focused on its clients, delivering unique experiences to their consumers. Our purpose is to actively diversify our client portfolio, going beyond telecommunications, financial services, and insurance. We are ready to extend our solutions to new fast-growing sectors such as Fintech, Retail, and Digital Born; making the most of our vertical industry approach. Our expertise in design consulting is a differentiating value to face each potential market with specific knowledge and strategies, generating unique value propositions for each company we accompany. This model is a synergy of our commercial, operational, and development teams, who analyze each market and potential client to efficiently design and implement their solutions. On the other hand, we are expanding in the US market through organic growth based on nearshore; served from our bilingual platforms in Mexico, Colombia, and Peru. - Konecta delivers cutting-edge automation solutions, with Generative Artificial Intelligence; to manage service, sales, and collection interactions for over 500 clients in 26 countries; delivering impeccable service experiences, reducing costs, and minimizing human errors as much as possible. With its wide range of solutions supported by advanced technology, it guarantees high-quality service for its clients in multiple sectors, such as Finance, Telecommunications, Health, Insurance, and Transportation; achieving long-lasting and trusting relationships with them. ### Konecta awarded at the 15th edition of the Platinum Customer Experience Awards URL: https://konecta.com/news-insights/press-releases/konecta-awarded-at-the-15th-edition-of-the-platinum-customer-experience-awards Published: 2024-07-10 The yearly Platinum Customer Experience Awards gala, granted by Contact Center Hub, and organized by the communication group Peldaño, is held to reward quality customer experience and technological innovation. In this 15th edition, which took place at the Teatro Goya Multiespacio in Madrid, Konecta has been awarded in two categories: Best Customer Experience in Logistics, Distribution, and Transportation, for its service with Paack Logistics, and Best Customer Experience in Professional Services, for its service with Prometic. Both clients expressed great excitement to receive this recognition, and agreed on Konecta's good management, congratulating the teams for their flexibility and adaptability to create a smooth, efficient, and satisfying user experience. In the case of Paack Logistics, the prize was received by Sergi Portell, Head of Growth at Paack, together with Zainab Mimoun, Talent Acquisition Manager at Konecta. Portell explained “On behalf of Paack, it is an honor and a privilege to be part, together with Konecta, of this well-deserved award at the Platinum Customer Experience Awards 2024. Since we started our collaboration in June last year, we have experienced the dedication and ability of your entire team to adapt to our specific needs in the field of logistics. Konecta has shown exceptional flexibility, managing our fluctuating week-to-week volumes, mainly in B2C customer service, but also in B2B service when necessary. This adaptability has been crucial to ensure a smooth and efficient experience for our customers. We congratulate all the teams involved in this collaboration for this deserved recognition and look forward to continuing to jointly improve our customers' experience, a significant value for us.” The second award was collected by Katherine González Granados, Konecta Account Manager, along with Alejandra García Sposto, Nearshore and Marketing Director of Konecta Iberia. Joel Beauchamp, Sr Manager Operations Remote Assessment at Prometricexpressed his excitement about the recognition: “On behalf of Prometric, I would like to express how thrilled we are to be here and to be part of this very special occasion. We began our relationship with Konecta over three years ago and found them to be extremely responsive to Prometric's needs through the RFI and contracting process. Our transition to Konecta was very smooth, and we have worked hard over the past three years to continue to improve in all aspects of our partnership. As we reflect on the length of our partnership, we are honored to work with Konecta and participate in the award ceremony they deserve. Partnerships succeed or fail based on open and transparent interactions and how entities come together to address them. Konecta has exceeded our expectations in every aspect of our relationship. Prometric is overwhelmed with gratitude for working with the entire Konecta team and for being part of the Contact Center award process. We look forward to a long-lasting and mutually beneficial relationship with Konecta.” Konecta sees reflected in these awards the recognition of the success of its nearshore projects developed in Tangier, as well as the satisfaction of its clients and the teamwork of its employees. For Alejandra Garcia Sposto, Nearshore and Marketing Director of Konecta Iberia, “this recognition is also for our employees in Tangier and Spain, who make Konecta's constant evolution possible, and our clients, who inspire us to be the best version of ourselves as a company. Likewise, our efforts and teamwork have also allowed nearshore projects, such as those awarded, to demonstrate our ability to work without borders and obtain good results. THANK YOU to all those who collaborate to make the most challenging projects successful.” ### Konecta is proud to have set a science-based target, positioning us in the low-carbon transition. URL: https://konecta.com/news-insights/news/konecta-proud-to-have-set-a-science-based-target-positioning-us-in-the-low-carbon-transition Published: 2024-06-26 Konecta is working on a detailed reduction plan that allows us to achieve these objectives with three basic pillars: energy efficiency, renewable energy, as well as sustainable mobility What are ‘science-based targets’? Science-based targets provide a clearly-defined pathway for companies to reduce greenhouse gas (GHG) emissions, helping prevent the worst impacts of climate change and future-proof business growth. Targets are considered ‘science-based’ if they are in line with what the latest climate science deemsnecessary to meet the goals of the Paris Agreement – limiting global warming to 1.5°C above pre-industrial levels. How our trip began? Demonstrating our commitment to building a sustainable future, through the creation of a sustainable and responsible growth model thinking about future generations and, taking into account all our stakeholders, we began by calculating our global carbon footprint (for all the scopes) for the Group. To do this, we created different workshops in which we established common criteria for measuring and gathering the information. With all the data collected and, following the criteria established by SBTi, we defined our objectives. What is our target? KronosNet Topco, SL (Konecta) commits to reduce absolute scope 1 and 2 GHG emissions 54.6% by 2033 from a 2022 base year. KronosNet Topco, SL (Konecta) also commits to reduce scope 3 GHG emissions from employee commuting and business travel 61.1% per employee within the same timeframe. How have we got here? Without the commitment and help of all the areas involved we could not have gotten here. It has been a constant work of collecting inventories and information (both qualitative and quantitative) from all the sites that will now allow us to have a much clearer starting point. Next steps? Konecta is working on a detailed reduction plan that allows us to achieve these objectives with three basic pillars: energy efficiency, renewable energy, as well as sustainable mobility. ### Boosting diversity at work and building a more inclusive future URL: https://konecta.com/news-insights/initiatives/boosting-diversity-at-work-and-building-a-more-inclusive-future Published: 2024-05-20 In today's globalized economy, diversity and inclusion are no longer optional for businesses. Konecta recognises this reality and positions itself at the forefront with proactive policies that cultivate a work environment where all employees can thrive personally and professionally. Placing people at the heart of the business, Konecta strives to respect the plurality of the communities and markets in which it operates, improving its client’s satisfaction and promoting a healthy and productive working environment, embracing the unique needs and perspectives of its diverse workforce. The company has implemented a worldwide Diversity Policy that ensures equal opportunities in all its talent management processes - selection, development, promotion- based solely on merit and skills, without bias based on sex, age, religion, gender, sexual orientation or other personal characteristics. This global approach ensures that every employee, no matter where they are in the world, is treated fairly and respectfully. How Konecta contributes to inclusion in the workplace Beyond compliance with local and international regulations on diversity and inclusion, the Group implements a variety of initiatives that promote these values in different countries. As an example of this, Konecta partners with Colsubsidio Educación Tecnológica CET in Colombia to offer graduates at this institution, employment opportunities, bridging education and employment gaps. It also has strategic alliances, equality plans and protocols to prevent violence and sexual harassment, as well as training initiatives to raise awareness among the workforce, which reinforce the fight against discrimination and inequality. Konecta runs the "Women Don't Cry" programme in Italy, led by expert psychologists, to raise awareness among the team and provide support and assistance to people who are direct victims or at risk of suffering gender-based violence. It also runs the ¡BASTA YA! violence and sexual harassment prevention programmes in Peru, launched in 2018. With the aim of promoting female leadership, Konecta has developed its own initiatives in some countries where it is more difficult for women to access the labour market. Among these projects, the Women's Leadership Programme (LIFE) in Peru stands out, which not only promotes women's leadership and "empowers" them to assume positions of responsibility throughout their professional lives, but also includes the mothers of graduates in the programme, extending the generational impact of its benefits through the new extension: LIFE Senior. In this region, it also develops the InKluye project which, since 2012, has been facilitating the integration of vulnerable groups into the labour market, both inside and outside the organisation. All the progress achieved with these initiatives has led Konecta to achieve several certifications and recognitions, such as “Bogota Inclusiva" and "Equipares Gold Seal” in Colombia; being placed in the top positions of the Par Ranking during the last years, and obtaining an award as an Integrating Company in Peru; being recognised by Great Place to Work as the best place to work for women in Argentina and Peru, and by Best Place to Work in Morocco, being a symbol of its fight for the inclusion of women and other groups of professionals in vulnerable situations, including LGTBIQ+ groups and people with disabilities in the workplace. In Colombia, Konecta has played a transformative role in regions such as Montería and San Vicente, providing quality employment and development opportunities in disadvantaged areas. On the other hand, Konecta has become the first private company in the province of Cordoba (Argentina) to obtain the Micaela Law Certification for 100% of its directors, including 110 collaborators in leadership roles. It has also managed to complete training in DEI Culture (Diversity, Equity and Inclusion). All of this shows its commitment to building a safer, more equitable and enriching working future for all. Social alliances committed to inclusion Konecta's efforts to promote diversity and inclusion are not limited to its employees. With the aim of multiplying the scope of its initiatives, it establishes several alliances with educational and social organisations to facilitate access to employment for people at risk of social exclusion, through specialised and certified training. The company has collaboration agreements with social entities such as "Sec Tec" in the United Kingdom, to reintegrate the long-term unemployed into the world of work; "Slovak Blind and Partially Sighted Union" in Slovakia, to employ people with visual disabilities and abused women; “Akamasoa Association” in Madagascar, to promote the employability of vulnerable young people from nearby communities and villages, and the NGO “Amor Philia” in Brazil, to train women in vulnerable situations in areas related to the contact centre. With the aim of training people with disabilities and giving them the opportunity to enter the labour market, four years ago Konecta created a social subsidiary in the Czech Republic, where more than 90% of the employees belong to this group. Similarly, it set up the Konecta Foundation Contact Centre Training School in Spain, where it trains people in vulnerable situations, awarding them an official certificate of professionalism at the end of their training, along with the opportunity to join the organisation's workforce. In addition, since 2011, the company has participated in the Inserta Programme, the result of collaboration with Fundación Once, for the integration of people with disabilities into the labour market. Impact on recruitment and development As an example of the impact of all these initiatives on the recruitment and development of its workforce, Konecta recruited 2,440 people from groups considered vulnerable in 2023. In addition, the company significantly increased its hiring of professionals with disabilities and those over 50 years old, groups that often face barriers in the labour market. Currently, more than 12% of the company's workforce is made up of professionals belonging to a group at risk of exclusion, including vulnerable women, victims of gender-based violence or armed conflict, migrants or refugees, people with disabilities and the elderly, and other groups for whom finding a fair and decent job is a daily challenge. However, these measures not only promote diversity in the workforce, but also foster innovation and the exchange of ideas and experiences, crucial elements for the sustainable growth of any organisation. Konecta is an example of how policies focused on inclusion can positively transform a company, improving talent satisfaction and thereby boosting productivity and profitability. By putting people at the heart of its business model, the company is not only building a better future for its global team, but also charting a path towards a fairer and more equitable corporate environment. ### Konecta signs an alliance with Google Cloud that will boost the group's artificial intelligence services and efficiency URL: https://konecta.com/news-insights/press-releases/konecta-signs-an-alliance-with-google-cloud-that-will-boost-the-groups-artificial-intelligence-services-and-efficiency Published: 2024-04-30 Madrid, April 2024 - Konecta, the global leader in the provision of CX services and technology solutions, has signed a multi-year agreement with Google Cloud to use its Google Cloud Platform (GCP) and AI services. This alliance brings to the company a wealth of capabilities and expertise to develop innovative services and improve operations efficiencies. First, the agreement will further leverage speech analytics capabilities to identify root causes, improve conversion rates, and support our agents. Integrating tailored training programmes with Generative AI / Vertex AI will not only increase performance but also enhance employee experience. The partnership will also allow us to leverage Vertex AI capabilities to improve our agents' skills through reactive and proactive knowledge management solutions (Konecta co-pilot) and real-time voice and text analytics. Regarding automation capabilities, the focus will be on implementing digital journeys using Generative AI engines in GCP. This includes the integration of new services such as automated services and GenAI-based ChatBots. Google's cutting-edge AI and GenAI services are central to the group’s strategy to build a comprehensive partnership ecosystem. This ecosystem is dedicated to creating integrated, scalable solutions and services that meet the innovation needs of our customers and enable them to compete successfully in the marketplace. For Konecta, collaborating with partners like Google reinforces its commitment to a customer-centric approach. This approach consists of simplifying the technology required to quickly translate actions into tangible benefits, working on micro-journeys to achieve operational excellence and transform our clients' Customer Experience (CX). In addition, working with Google will enable the multinational to foster a culture that prioritises process and CX innovation. Through joint innovation and co-creation labs with our customers, we aim to generate new ideas, experiment and create prototypes. This collaborative environment will allow us to test new solutions in an agile and adaptable way in a variety of contexts. Jorge del Río, Konecta's CIO, said, "The pursuit of efficiency and excellence in customer management is in Konecta's DNA, and now, with our partnership with Google in Cloud and Artificial Intelligence, we will accelerate and scale that process, delivering more value to our customers and a better experience to consumers." During its digital innovation process, Konecta has benefitted from essential support from Devoteam, a leading Google Cloud Premier Partner. With a team in Spain of more than 80 experts specialising in Google Cloud solutions and a solid track record in the implementation of innovative cloud solutions, as well as in the provision of IT and application modernisation and workplace transformation services, Devoteam has supported Konecta during its journey to Google Cloud, acting as an additional resource to address all its needs in terms of cloud infrastructure, and more. "We are proud to collaborate with Google Cloud to deliver cutting-edge solutions and services to customers like Konecta. Since 2022, we have partnered with Konecta, providing end-to-end infrastructure, desktop, and security support. We look forward to continuing to work together to contribute to its growth in the cloud and beyond," said Jaime Martin Peyrac, Cloud Director, Devoteam G Cloud Spain. ### Konecta's commitment to reforestation: reducing our footprint and supporting sustainability URL: https://konecta.com/news-insights/initiatives/konectas-commitment-to-reforestation-reducing-our-footprint-and-supporting-sustainability Published: 2024-04-18 In a world where the population is growing exponentially, and with it the consumption of natural resources, it is important to keep sustainable development in mind. This means meeting the needs of the present without compromising the ability of future generations to meet their own. Human activities include the emission of greenhouse gases, which contribute to the rise in global temperature, one of the phenomena of climate change. It is therefore no longer enough to talk about sustainability; we must act and contribute to this common global goal. One solution is reforestation projects, which regenerate areas that have previously been deforested or degraded. These forests reverse soil erosion and increase soil resilience, help clean the air and atmosphere, and prevent fire hazards associated with land abandonment. It is also important to remember that reforestation also helps to offset emissions by acting as a carbon sink, absorbing CO2 from the atmosphere through photosynthesis. At the same time, they provide vital habitats for wildlife and create economic and social opportunities for local communities through the sustainable management of these forest resources. For all these reasons, Konecta's sustainable actions focus on promoting the importance of planting trees and stopping deforestation, as well as preserving and efficiently managing existing forests. Committed to Spanish forests In Spain, priority is given to projects in areas where Konecta has a presence, such as the sponsorship of a young forest in Gradefes (León) and the planting of a new forest in Torremocha del Jarama (Madrid). However, following the fires that devastated the north-west of the province of Zamora, in 2022, which affected around 66,000 hectares (34,000 of which were of high ecological value), it was decided to collaborate with the project of sponsoring a young forest in Molezuelas de la Carballeda (Zamora). In this way, it has been possible to contribute to the reduction of the negative effects that still exist. All these initiatives have been carried out in conjunction with CO2 Gestión, which ensures that native species are used and that the trees planted are monitored in the long term to guarantee their conservation. The joint development of these three projects is expected to absorb 165.05 tonnes of carbon over the next 30 years. These initiatives also have a double environmental and social impact. As well as contributing to environmental conservation, they create employment opportunities in areas threatened by depopulation, as the new forests are planted and maintained by volunteers from the areas where they are planted. Partnership with Saving the Amazon to protect the world's lungs In Colombia, a partnership with Saving the Amazon was established in 2023 to initiate the planting of a corporate forest. This initiative, funded by donations, will enable indigenous communities living in the Colombian Amazon to take responsibility for planting and maintaining the forest. This provides an economic alternative to these communities, which are at risk of social exclusion. The planting of a diverse selection of native tree species has had a positive impact on the environment, helping to regenerate the soil, prevent erosion and promote natural fertility, which in turn strengthens the resilience of the water-plant-soil system. Thanks to this project, the biodiversity of this area, which is vital for the planet, is protected and the sustainable development of the indigenous communities living there is supported, such as the Tayazú and Mituseño Urania, whose collaboration has made it possible to offset 650.7 tonnes of carbon. Supporting the conservation of Argentina's ecosystem Initiatives have also been taken in Argentina to offset emissions and integrate sustainable practices into the core of corporate policy. One step in this direction was to join the National Ministry of the Environment and Sustainable Development's "Climate Action Agreement" in order to continue directing efforts to reduce carbon emissions and contribute to mitigating the effects of climate change. This project was made possible thanks to the collaboration with the Secretary of Environment of the Province of Cordoba, who carried out the planting of 500 native plants in the city of Malagueño, Cordoba. Green impulse to make a difference in the natural areas of Mexico and Central America Last year, other areas such as La Cañada and Ejido Magdalena Petlacalco in Mexico, La Montaña Bosque Santa Clara National Park in Guatemala and the municipality of San Luis Talpa on the island of El Salvador were also selected to increase the offsetting of emissions. The various reforestation days in these countries were joint projects with CONAFOR (Comisión Nacional Forestal) in Mexico, Grupo de ciclismo MTB San Miguel in Guatemala and the Ministry of Environment and Natural Resources in El Salvador. All of them resulted in the planting of almost a thousand trees, with a projected absorption of around 2.94 tonnes of CO2. Through these reforestation initiatives around the world, Konecta is actively contributing to a healthier planet, supporting local communities, and building a more sustainable future. ### Konecta appoints Nourdine Bihmane as new Group CEO URL: https://konecta.com/news-insights/press-releases/konecta-appoints-nourdine-bihmane-as-new-group-ceo Published: 2024-04-10 Madrid, Paris, London, April 10th, 2024 – Konecta, a global leader in customer experience and digital services, announces the appointment of Nourdine Bihmane as its new group Chief Executive Officer, effective April 15th. With a global staff of over 130,000 across 26 countries and revenues exceeding €2bn, the Group serves many of the world’s most renowned brands and holds a market leading position in its segment. After an impressive journey of organic and inorganic growth, Konecta is poised to enter in the next phase of its global development, placing innovation at the heart of its business. Outgoing CEO Jesús Vidal Barrio, who has served the company with distinction since its inception, will facilitate a seamless transition alongside Nourdine Bihmane. Jesús will remain a significant individual shareholder and will continue supporting the company as a Board Member. Konecta's Board of Directors conducted a meticulous search to identify a leader who could navigate the exciting opportunities ahead. Nourdine Bihmane's appointment marks the culmination of this process. His proven ability in digital services aligns perfectly with Konecta's strategic vision, ensuring continued growth and innovation as we capitalize on the successful Comdata integration. Jesús Vidal Barrio comments: “I would like to express my deepest gratitude to all the Group's dedicated employees who have propelled Konecta to its leadership position in customer experiences. I have unwavering confidence in Nourdine Bihmane's expertise to write the next compelling chapter in Konecta's history.” Jose Maria Pacheco, founder and Chairman of Konecta, adds: “Jesús Vidal and I have been meticulously crafting a transition plan for quite some time, ensuring Konecta is primed for its next growth cycle. Nourdine's proven track record in digital services and global transformations positions the company perfectly to enter this exciting new phase, all while maintaining our unwavering commitment to keeping our valued customers at the center of everything we do." Nourdine Bihmane, new Group CEO of Konecta, declares: “Konecta's dedication to its people and customers deeply resonates with me. I'm excited to leverage my experience alongside this talented team to unlock new growth opportunities and deliver exceptional value through innovative technologies.” Nourdine Bihmane’s biography Nourdine Bihmane, 47 years old, has 25+ years of experience serving multinationals in the Technology & IT services, leading teams in Europe, Americas, Africa, Middle East, and Asia. Nourdine has spent more than 20 years in ATOS holding progressive roles in the company across the world until reaching the role of Global CEO in June 2022. He led the transformation and separation of Atos into 2 independent companies. In parallel, Nourdine was CEO of Tech Foundations, the business line of ATOS comprising operational & critical systems for clients (IT infrastructures services, Digital Workplace, Professional Services), with 52k+ employees worldwide. Nourdine is graduated from Paris VI – UPMC in France and holds degrees from Princeton University and INSEAD. ### Konecta, winner in six categories at the Iberdrola Telemarketing Awards URL: https://konecta.com/news-insights/news/konecta-winner-in-six-categories-at-the-iberdrola-telemarketing-awards Published: 2024-03-25 Madrid, 25 March 2024. Konecta was one of the big winners at Iberdrola’s fourth annual Call Talent gala at the Telemarketing Awards, winning awards in six categories. The awards ceremony, which recognizes the work of telemarketing providers that collaborated with Iberdrola throughout 2023, took place at the company's Innovation and Training Campus, located in San Agustín de Guadalix (Madrid). The presentations was made by well-known Telemadrid journalist Aran Santos, along with Sandra Garcia and David Antón from Iberdrola’s Telemarketing team, who opened the gala by introducing Alfonso Calderón, Sales Director of Iberdrola España. Konecta not only won second place in the highly competitive Best Telemarketing Provider 2023 Award but performed outstandingly in five other categories: - Highest Sales Volume 2023 (Gold) - Highest Number of Hours (Gold) - Best Database Leverage (Gold) - Highest Achievement of Sales Targets (Bronze) - Best Sales Ratio per Hour (Bronze) Receiving the awards, Enrique García Gullón, CEO of Konecta Iberia, highlighted Konecta’s objective “to reinvent customer service and contribute as much as possible to the industry, remaining at the forefront of the sector and offering our customers innovation and professionalism, through technology and the efforts of our collaborators.” Maitane Anguiano, Head of Customer Service at Iberdrola España, was in charge of closing the gala along with the company's Telemarketing team (Óscar Pascual, José Manuel Sesa, Mayka Blázquez, David Antón and Sandra Garcia). ### Female Talent at Konecta: Empowering the Future URL: https://konecta.com/news-insights/initiatives/female-talent-at-konecta-empowering-the-future Published: 2024-03-05 As a company with a global workforce that is over 65% female, women play a fundamental role in the success of Konecta and the achievement of its goals. As a company with a global workforce that is over 65% female, women play a fundamental role in the success of Konecta and the achievement of its goals. This is particularly important as we continue to make progress in our plans for growth and expansion. To achieve this, we must strengthen our internal talent pool. To this end, we have implemented various initiatives to train and support women, encouraging their professional development both within and outside of the company. Our aim is to strengthen their skills and enable them to take on positions of greater responsibility as they progress in their careers. As part of this commitment, the women's leadership programme, LIFE, was launched in Peru in 2018 to empower female professionals and promote gender equality. The programme aims to build and increase self-esteem, support personal growth, and raise awareness of women's importance as agents of change, to help improve the quality of life for their families and communities. By inspiring other women and children, LIFE is a fundamental factor for social and economic progress. So far, 200 women have taken part in the programme, resulting in over 4 editions with a 90% satisfaction rate. Similarly, LIFE Tech was introduced in Colombia to foster the skills of over 250 women and provide them with opportunities in typically male-dominated fields such as software development, analytics, and artificial intelligence. This training programme is designed to provide women in the company, who may have no prior experience, with various programming competences, analytics, and agile methodologies, preparing them for the challenges of the digital era. However, these efforts require strong alliances to expand the scope of the initiatives being developed, both internally and externally. Therefore, since 2019, the Konecta Foundation's Professional Training School in Spain has provided specialized training and employment opportunities to 105 vulnerable women in Konecta and other companies. This initiative has helped these women overcome significant obstacles and challenges, improving their access to employment opportunities available in the market. Another example of the potential of partnerships is "Menos brecha, más Comunidad” (less gap, more community), a programme promoted by the Municipality of Cordoba, Argentina, in order to reduce digital inequality in the city and enable access to and use of new technologies, particularly challenging for those from socially, educationally, culturally, and economically vulnerable sectors. The 'Telephone and Digital Sales Agent' course was launched within this framework through a collaboration between CorLab and Konecta. The course had nearly 2,500 enrolments, with 81.4% of them being women. The main objective was to provide new employment opportunities for participants by training them in the essential tools and skills required for customer contact in the digital sales area. A safe environment that allows for open discussion and understanding In Cordoba, Argentina, Konecta has been a pioneer in integrating the DEI (Diversity, Equity and Inclusion) culture and obtaining the Certification of the Micaela Law No. 27499, a regulation aimed at preventing and combating all forms of violence against women. This achievement not only reflects the effort made to create a safe working environment for all but also highlights the company's leadership in promoting gender equality and women's empowerment at work. As part of this initiative, over 110 strategic leaders have been trained through a virtual education programme on topics such as gender identity, unconscious bias, inclusive leadership, and harassment prevention. A More Equal Future Konecta is committed to creating a corporate culture that values gender equality and female empowerment. We believe that change starts from within, and we strive to provide women with equal opportunities to reach their full potential. Our efforts to close gender gaps and foster an equal work environment have been recognized with the Equipares Gold Seal in Colombia. This award highlights our commitment to enhancing the quality of life for our employees, particularly women, and promoting a work culture based on respect, equity, and inclusion. Additionally, Aequales, a multi-Latin consulting firm in Peru, has consistently positioned Konecta highly in its PAR Ranking, which assesses and compares gender equality and diversity practices and policies among companies in Latin America. In the latest edition, the company ranked fourth among the top 10 best performing companies in the country. Additionally, the company received GPTW certification in six Latin American countries. Peru, Argentina and Morocco were also recognized by the organization as 'Best Place to Work for Women', demonstrating the company's commitment to gender equality and how it is perceived and valued by its employees. On this International Women's Day, we celebrate the progress made and reaffirm our commitment to continue working towards an increasingly inclusive company, where equal opportunities remain one of its founding principles. ### Konecta - a catalyst for change: Boosting employment to strengthen communities URL: https://konecta.com/news-insights/news/konecta-a-catalyst-for-change-boosting-employment-to-strengthen-communities Published: 2024-02-23 In today's global landscape, the disparity in employment opportunities between different areas and groups is all too clear. Disadvantaged areas, whether due to their geographical location, socio-economic conditions or the legacy of structural problems, face significant challenges in generating quality employment that can not only sustain individuals, but also be a catalyst for community development. The importance of fostering the creation of employment Fostering job creation in disadvantaged areas is vital for sustainable development, offering key benefits such as reducing poverty, promoting equal opportunities and strengthening social cohesion. In this regard, Konecta has played a transformative role in places such as Montería and San Vicente (Colombia) and Chiclayo (Peru), demonstrating how business engagement can drive significant changes in society. Transformation in Monteria Since 2015, Konecta’s Montería te llama project in the cattle-raising region of Córdoba (Colombia) has transformed the lives of many young people who had fled their homes due to the armed conflict that shook the area and given them new prospects. By offering quality employment and development opportunities, the project not only helps to close socio-economic gaps, it also provides hope in a community with a large number of informal jobs which yearns for a better future. Today, after 7 years of operating in the area and with more than 1,700 employees by the end of 2023, Monteria is living testimony to how a company, in partnership with its customers, can make a difference by offering decent employment and real opportunities. Teleworking in St Vincent San Vicente is a town located in the east of Antioquia, where we extended our commitment to creating jobs on a teleworking basis. The idea was to make life easier for people living a long way from major business centres on two counts: first, by avoiding the cost of traveling to work, and secondly, by making it possible for them to care for their children or dependent parents. Today we have 26 advisors, 40% of whom are mothers who are heads of household. 56% have children, while 64% belong to low-income groups (levels 2 and 3 out of 6) and are over 45 years of age. For 12% of them, Konecta is their first job and they all agree that the stability and closeness of their employment relationship is something they’ve never had anywhere else. Hope in Chiclayo Chiclayo is the capital of the Lambayeque Region, located in the north of Peru, being one of the most important cities in the country. It has grown constantly in recent decades and rapid urban development has meant the formation of neighbourhoods and informal settlements on the outskirts of the city. Since 2018, we have focused on developing social projects which aim to boost employability in the area and provide support to the local community. One of the flagship programmes is Inkluye, which originated in Lima and has now been extended to Chiclayo. This programme focuses on providing training in contact centres and soft skills to low-income and disabled people, to help them enter the labour market with Konecta. In collaboration with the Department of Labour and for the Fostering of Employment, agreements have been established to carry out this training in the latter’s own facilities, allowing a greater number of people in the community to be reached. This positive impact on employability in the region has led to Konecta in being recognised as a company with a strong commitment to helping the inclusion of people with disabilities and in vulnerable situations in the Lambayeque Region. As a result of both the growth in activity and the programmes put in place, the company currently has 3,350 employees at its Chiclayo headquarters. Partnerships for development Job creation in disadvantaged communities is essential for sustainable development, offering a way of reducing poverty, promoting equal opportunities and strengthening social cohesion. Through its projects, Konecta has clearly shown the transformative impact that quality employment can have on society. These actions reinforce the company's commitment to social welfare and long-term sustainability. Together, they illustrate how the alliance between companies, governments and communities can transform lives, strengthen the social fabric and help us achieve a fairer and more equitable future. ### Konecta integrates Bespoke, a company operating in South Africa, and opens a site in Texas (USA), multiplying its capabilities for English-speaking clients. URL: https://konecta.com/news-insights/press-releases/konecta-integrates-bespoke-a-company-operating-in-south-africa-and-opens-a-site-in-texas-usa Published: 2024-02-06 Madrid, February 6, 2024- Konecta, a world leader in the provision of Customer Experience services, has strengthened its positioning and presence in the English-speaking market with the integration of Bespoke, a UK-based company specialising in business process outsourcing activities, with production in Durban, South Africa. To add further to its English-speaking offer, Konecta has also opened its first operations site in San Antonio, Texas (USA). These two announcements consolidate the Spanish multinational's geographic expansion strategy, and reinforce its proposition for the English-speaking market with a wide range of offshoring services. Through this expansion of its global footprint, Konecta is consolidating its position as one of the leading players in the sector worldwide, offering knowledge and experience in top-level CX BPO services to clients all over the world. The deal with Bespoke will provide Konecta with clients in the utilities and retail sectors and also extend its talent base with more than 1,100 highly skilled professionals providing services in English, creating a solid foundation for future growth and development to meet high demand. "The integration of Bespoke brings additional expert talent in a key location," says Mark Thomason, CEO of Bespoke and a pioneer in the South African BPO sector. "South Africa has established itself as a strong offshore services location for both major global brands, with a focus on the UK, Australia and the US. Our growth over the last four years is a reflection of this trend. By joining a global leader we will further accelerate our growth. My team and I look forward to joining Konecta and continuing our successful journey.” Jesús Vidal, CEO of the Konecta Group, explains the multinational's commitment to the English-speaking market and its expansion: "Following our successful acquisition and integration of Comdata, we continue to expand our English offering. The addition of Bespoke to our portfolio further consolidates our position in the UK market and reinforces our commitment to global English offshoring. I am delighted to welcome the Bespoke team to Konecta UK. Their professionalism, dedication and hard work perfectly fit our company culture. This takeover offers a great cultural and geographic fit and enhances our competitive service offering." Konecta, which merged with the multinational Comdata in April 2022 to create one of the largest groups in the sector globally, has been pursuing a geographical expansion plan for some years now. The company, founded and chaired by José María Pacheco, is already well established in the UK, with three centres in London’s Canary Wharf, Manchester and Ringwood, Hampshire. With the integration of Bespoke's operations in Durban (South Africa), it is consolidating one of its strategic priorities, which is to continue to make progress in the English-speaking market, both in the UK and in the USA and Australia. Along with the consolidation of Bespoke, Konecta has strengthened its presence in the USA with the opening of an operations centre in San Antonio, Texas. With this centre, the Spanish multinational has gained a strategic location, with a flexible infrastructure that already supports the operations of its clients in the healthcare sector, together with Colombia and the UK. Konecta has a network of specialised operations centres across different countries to service the US market. These include El Salvador and Guatemala, with a pure teleworking (work from home) model; Mexico combining 'digital marketing'; Colombia, leveraging local leadership to offer 'nearshore'; and Peru, one of the fastest growing centres in CX BPO services. ### Five practical examples of how Gen AI can transform customer relations URL: https://konecta.com/news-insights/blogs/five-practical-examples-of-how-gen-ai-can-transform-customer-relations Published: 2024-02-05 There’s a huge amount of conversation about how generative AI (GenAI) can transform customer relations and customer experience, but to many people, these discussions can still seem abstract. What they really want is more specific insights and use cases on how the potential of GenAI could be engineered into their own sphere, improving their operational excellence, customer experiences and ability to compete. This hunger for specificity and applicable insights is why Konecta has put a GenAI Use Case Factory at the heart of its GenAI planning and strategy. The team collaborates with clients to look at the challenges and opportunities with their own business or industry, and then not only develops and refines Gen-AI powered products and services that address those needs, but also ensures that they can be integrated seamlessly into systems and processes. To get an idea of how this works, and how Konecta is using GenAI to create value to brands in different sectors and geographies, here are five scenarios that Konecta’s GenAI Use Factory has recently been addressing. We should emphasize that these scenarios are absolutely not a comprehensive list of GenAI-powered services; rather, they are just a tiny selection of the myriad ways in which the capabilities of GenAI – for example, in automation, rapid insight extraction, agent empowerment, and hyper-personalization - can be applied, with tangible results, to specific issues that brands face when delivering customer management. 1. SmartClaims: optimizing the role of ai and humans in customer service Konecta wants clients to thrive in a landscape characterized by seamless hybrid AI-human client interactions that ensure efficiency and satisfaction without compromising empathy and operational excellence. An excellent example of this is a solution it has developed for the insurance sector, using Gen AI /AI to transform claims management. An insurance client was facing frustrations in its management of motorcycle and car insurance claims, due to its processes for registering claims, integrating data into legacy systems and tracking claims progress. So, Konecta designed and implemented an AI-driven claims management solution combining traditional AI capabilities – such as optical character recognition (OCR) and robotic process automation (RPA) – with cutting edge GenAI capabilities, while also recognizing the continuing role of human agents in delivering exceptional customer experiences. Thanks to Konecta providing a seamless end-to-end process that integrates smoothly with the client’s legacy systems, the clients’ initial claims management processes can now be efficiently handled with minimal human intervention, including document indexing, claims registration, classification, data extraction, and archiving. Meanwhile, for claims requiring human intervention, the use of an agent co-pilot gives agents access to consolidated information summaries, and actionable suggestions. Results achieved for the insurance client include a 30% reduction in claims processing times and a 90% decrease in errors in processing claims. In addition, the use of GenAI in this solution can potentially be extended to the insurer’s related services, such as damage assessment, settlement and fraud prevention. In addition, Konecta has now expanded the capabilities of SmartClaims to manage various other types of back-office tickets, including complaints management and subscription changes across multiple industries, such as energy and telco. 2. Automation: improving resolution times and freeing up human time A second example of how GenAI can improve operational efficiency and free up agent time for higher-level activity is its use to automate common helpdesk functions. Konecta has done this with its own training platform helpdesk, creating an advanced virtual assistant, called Uxia, powered by GenAI. Uxia’s main functions are: - through natural language processing provided by GenAI technology, Uxia identifies and directs incidents, especially in the case of password resets. - Uxia automatically does password resets for the corporate training platform, without having to go through support, thereby reducing the need for human intervention. Jorge del Río IT Director The basis of Uxia’s efficiency is not just the use of GenAI but the fact that Konecta has integrated it into One Journey, our process orchestration system. One Journey enables Konecta to orchestrate GenAI capabilities within the same process, providing end-to-end automation and seamlessly integrating with third-party tools or solutions in a low-code environment. 113 In its first month of trialing on Konecta’s corporate training platform, Uxia autonomously resolved over 70% of total incidents relating to password resets, accelerating resolution time for platform users and freeing up the helpdesk support team’s time for other work. 3. Customer satisfaction: efficient provision of multilingual communications Customers want brands to communicate to them in their own language, but this creates multiple challenges for brands – for example, language mistakes in emails, chat or messages can irritate customers or create more serious misunderstandings. Spelling is one example of this. A Konecta client, in the telco sector in Europe, interacts with customers in multiple languages, but faces challenges around multilingual accuracy: agents struggle with spelling, and traditional dictionary and rule-based spell checkers don’t fully meet their real-time needs. This can impact the clients’ relationships with customers. Konecta has worked with the client on a Multilingual Spell Checker solution, whereby agents’ outputs are checked using GenAI, delivering better and quicker corrections than traditional spell-checking approaches. The resulting conversations contain optimal, consistent spelling, with fewer errors and ambiguities. Benefits delivered to the client include: - improvements in average handling times (AHTs) and average operation times - fewer errors in communications, both in simple spelling slips and more serious errors in language or meaning - enhanced agent experience and engagement - higher customer satisfaction and loyalty resulting from the improved quality of communications. An important aspect of this solution is that it is model-agnostic. It harnesses the potential of models such as Claude or Microsoft and OpenAI’s Chat GPT 3.5, with their vast language and versatility, without constraining the client into a specific platform or tool. So, we can readily develop bespoke solutions that integrate with clients’ existing and preferred systems and platforms. 4; Agent performance: augmenting agents through knowledge management tools We’ve long known the value of the ‘augmented agent’ in customer relations. The integration of GenAI can ramp this up, improving and accelerating agents’ access to information and insights they can use to interact with clients. For instance, a common issue for agents is that, when facing questions from customers, they may find an overload (or lack) of information, leading to delays in finding the answers. Clients often hold large amounts of customer and product information in different databases, websites, PDFs, intranets, among others, making it complex for agents to respond to customer requests or enquiries. Konecta has worked with telco and financial services clients, among others, using the application of GenAI to improve the real-time information retrieval process for agents. For example, a chatbot or virtual assistant can grant them swift access to the relevant information on specific topics and questions, as well as enable them to perform various functions, including mathematical operations. Another good example of Konecta's client-focused knowledge management tools includes those developed by leveraging and enhancing the Gen AI capabilities provided by our partners, TalkDesk and Genesys. These tools assist agents with proactive knowledge content suggestions, utilizing real-time speech-to-text conversion and Gen AI's advanced text understanding and composition capabilities. This innovative tool has been successfully integrated into the operations of clients in the energy and public sectors. The trial results for Konecta's array of knowledge management tools have showcased a multitude of potential benefits. These include enhancements in average handling times (AHT), increased levels of first response resolution, improvements in the quality of responses, significant reductions in human error, and an overall improved experience for agents 5. Improving agent performance through speech analytics and hyper-personalization Trainers and coaches know that individual, personalized action plans are more effective in empowering and getting the best performance from agents, but there is significant complexity and time involved in analyzing the interaction and performance patterns of agents, identifying best practices, and creating multiple action plans or training adapted to the needs and learning styles of different agents. Konecta is at the forefront of using GenAI and speech analytics to change this. At the heart of its innovative CoachAI solution is its AI-based conversational intelligence platform (SAE) which analyzes 100% of agent-customer interactions. Carlos Garcia Ceo & Co-Founder of Strategy Big Data We used AI speech analytics and Coach AI in an outbound sales campaign for a major European retailer client to conduct automated interaction analysis and processing, to map conversational models, carry out automated best practices detection for each conversation phase, identify key success patterns, calculate individual agent gaps and improvement opportunities, and identify and develop personalized training actions and content. Results achieved through the implementation of this solution included a 22% increase in sales and a 25% reduction in new agents’ ramp-up times. 112 Konecta’s AI mission It should be clear from the above examples that the successful development and implementation is not just based on expertise in GenAI technology and innovation. It’s also about leveraging expertise in operations and CX to identify where GenAI/AI integration could be most impactful and then honing its application in a client-centric. It’s also about comprehensively understanding and serving clients’ individual pain points, aspirations, opportunities and barriers. That’s why Konecta has a mission to dismantle AI adoption barriers and set out the route forward for clients – deploying its unique capabilities in sourcing the best talent, designing and optimizing processes, and leveraging its networks of cutting-edge technology partners. To achieve this, it’s acting as an architect for its client, seamlessly incorporating the enhancement of the client's internal processes, workforce training, advisory services, and tailored solution development into a coherent model. The five use cases above give just a few examples of this – watch this space for many, many more! There’s so much more Konecta’s AI and CX specialists can tell you about GenAI, and how they can use it to address your specific needs and opportunities. If you’d like to know more, get in touch. ### GenAI - Transforming the customer and employee experience URL: https://konecta.com/news-insights/blogs/genai-transforming-the-customer-and-employee-experience Published: 2024-02-02 For anyone working in the field of BPO and customer experience, the development of AI-powered services has to be one of the most exciting developments in recent decades. AI solutions are already being used by BPO providers such as Konecta to positively impact customer relations in a multiplicity of ways, from predicting and reducing churn, to extracting insights through speech and text analytics, to providing product recommendations, to improving the employee experience. The advent of GenAI takes these possibilities to a new level, opening up new opportunities and horizons for brands in every sector, as we will explain below. GenAI and the future of customer experience (CX) Far more than traditional AI-powered solutions, Gen AI comes with the ability to learn autonomously, understand complex contexts, and adapt to different situations. Thus, whereas traditional AI is transformative in scenarios requiring relatively simple automated responses, GenAI offers greater opportunities for rapid insight extraction, hyperpersonalized content generation, and ‘out of the box’ human-like conversation, allowing brands to create value at scale. Examples can include: - Improving, streamlining and accelerating customer operations at scale, allowing brands to boost efficiency without compromising on quality of service or customer experience - Developing hyper-personalized and hyper-contextualized journeys for customers through a conversational human-like approach. - Transforming agents’ journeys to develop their skills and empower them. You’ll notice from the above that advantages accrue to three different sets of ‘actors’ in the points above: the brand, the customer and the agent/employee. This potential multi-actor participation in the benefits of Gen AI is one reason why it is so important to the future of CX. Far from being a threat to either brands or their customers or their staff, as some of the myths and misconceptions about AI might imply, it’s an opportunity for all of them. Transforming the customer experience In terms of customer experience, the transformative potential of GenAI is vast and varied, and to illustrate this, we’ll just select three examples of what GenAI could deliver for brands: - Anticipation of customers’ needs, through data, sentiment and speech analysis, allowing brands to predict problems they may face, problem-solve more quickly, and offer proactive solutions. - Hyper-personalization, with customers being offered more relevant content or recommendations, for example through the use of engaging text, images, and video content. - Conversation in natural language, as with a human. The realization of these benefits is not automatic, however. It requires a deep understanding of both CX and operations in order to deploy and tailor AI/GenAI tools across diverse platforms and technologies, integrating them into brands’ processes rather than merely bolting them on top. This is why at Konecta, our GenAI Use Case Factory is a critical part of our GenAI strategy – collaborating with our clients to identify challenges and opportunities within their industries, developing bespoke and tangible AI solutions that address these needs, and ensuring that these solutions are integrated seamlessly into existing systems and processes. Two different use cases already being developed and trialed by our GenAI Use Case Factory should give an idea of how AI applications are being used to improve operational excellence and customer relations. The first example is in the insurance sector where Konecta is using cutting-edge GenAI capabilities in a solution called SmartClaims, accelerating the processing of customers’ car and motorcycle insurance claims through the use of a GenAI-powered ‘virtual agent’ to process any task involving email or documents. Trial results include a 30% reduction in claims processing times. Secondly, Konecta is developing a GenAI-powered multilingual spellchecker, which is outperforming traditional spellcheck methods and resulting in conversations with fewer errors and ambiguities. Trial results with a telco client have shown a reduction in spelling slips and more serious errors in language or meaning, and higher customer satisfaction and loyalty as a result of higher-quality communications. Transforming the employee experience The integration of GenAI into clients’ customer management processes can also deliver benefits for employees. Some portrayals of GenAI characterize it as being a replacement for humans, but in the CX sphere, it can be used to deliver a suite of benefits for staff, including: - Productivity gains, through the automation of repetitive and non-value-added tasks. For example, with the right customer information able to be retrieved and synthesized using GenAI, team efficiency can be greatly improved, and agents can be empowered and energized. - Enhancement of the human element, with the automation of tasks and enhanced information management opening up space for human capabilities, such as reactivity and empathy. Agents can gain from more rewarding work experiences and focus on expanding higher-level skills. - Improved training opportunities, through the creative use of AI/GenAI in training to accelerate agents’ ramp-up times and to more realistically simulate diverse scenarios – for example with customers of different ages, levels of technology expertise, emotional states, or issues. Another high-potential area is coaching. For example, the CoachAI technology, developed by Konecta’s GenAI Use Case Factory, is an innovative automated system that can cost-effectively identify the best practices within its teams for a specific campaign, and then generate personalized improvement plans and training to help individual agents adopt them. Trial results in a sales campaign include a 25% reduction in new agents’ ramp-up times and a 22% increase in sales. Bringing this to reality for brands As the above examples illustrate, the deployment of AI-powered services in customer relations is fast-developing, and in a way that can be very people-focused. It’s an opportunity for brands to increase customer satisfaction and loyalty through the delivery of more personalized, anticipatory and engaging experiences, while also empowering and engaging the employees who help to deliver these experiences and act as ambassadors for the brand. Nevertheless, it’s not easy for brands to achieve this scenario. The adoption and integration of GenAI solutions into their existing systems may be hindered by many barriers including technical complexity, lack of resource, and legacy constraints. To deliver the above-mentioned benefits to both employees and customers, is going to be challenging – unless brands have the right help from partners experienced and expert in both CX operations and the integration of AI. This is where Konecta fits into the landscape, acting as an AI architect for our clients and making it our mission to dismantle their AI barriers and set out a route forward for how they can reap the transformational benefits of AI/GenAI. Much more will be spoken about Gen AI in 2024 – in every sector and activity, and not just in customer relations BPO – and there’ll doubtless be discussion of the challenges and concerns ahead as well as positives. At Konecta, however, we’re approaching this future with great positivity – confident in the beneficial impacts of AI-powered CX for both customers and employees. Driven by fundamental principles such as our commitment to the highest standards of ethical AI, we’re taking our clients on a journey towards a future where the synergy of advanced AI and human understanding will elevate customer interactions to new heights – in any sector and any geography. It’s a truly exciting time for customer relations. ### Retail & e-commerce: four key shifts that will affect your business in 2024 URL: https://konecta.com/news-insights/blogs/retail-e-commerce-four-key-shifts-that-will-affect-your-business-in-2024 Published: 2024-01-15 From sector convergence and geopolitics to behaviour shifts and technology acceleration, these are the disruptive shifts retail brands need to plan for. Any retail and e-commerce business that is looking to plan for 2024 and beyond is currently on the hunt for trends, ideas, opportunities and challenges. You want to know where to focus your energies, where you need to futureproof your business, where to invest, where to seek an advantage over the competition, and how to keep up with customer expectations. No business of any size should take its eye off the ball in these respects. In order to understand the future trends, you need to first understand the shifts and disruptive forces that will shape the retail and e-commerce landscape. Only when you can imagine the landscape can you work out how to navigate it successfully. Konecta’s retail and e-commerce experts and specialists have therefore identified four key disruptive forces or shifts that will affect the landscape in customer management, and how brands can approach them. 1. Technology shifts You probably won’t be surprised at this one! Technological change has been on the agenda for a few years now, but in 2023 and 2024, this change is both accelerating and becoming more wide-ranging than ever. Changes that businesses have to understand include: - digital channels evolution - development of digital goods and services - how to embed digital, AI and analytics throughout your business to drive excellence in customer care and management - how to ensure operational excellence through new and more powerful infrastructure: for example in a recent report on The Future of Retail (2023), EY highlighted the use of 5G, Internet of Things (IoT) and cloud / edge computing as being among the technology infrastructure creating landscape change. These changes are daunting, especially because customer management is simultaneously a technology business and a people businesses. The growth of digital channels and the appearance of AI in customer care processes will continue to displace traditional channels and reduce human interactions in many markets – for example, in Europe. However, it’s still essential for brands to gauge where consumers still want human interaction or where the ‘human touch’ will support long-term value creation. Konecta can provide powerful support in this landscape of technology change, offering a number of technology solutions, such as: - speech analytics, enabling brands to obtain value insights to know customers better - generative AI (GenAI) to improve and optimize customer care services - data visualization with business intelligence technologies to know and to control quickly visuality, granularity and the evolution of services At the same time, our mix and understanding of people, technology and processes means we understand where human interactions can still create value, so that consumers and end-customers do not feel ‘left behind’ by technology shifts. 2. Retail & e-commerce sector convergence If you told a 20th-century consumer about how they’d be buying and consuming from brands in the 21st century, they would think you were living in a science-fiction movie or had just gone crazy! Sector convergence is gathering pace, through disruptive forces like the shift from product to service, the shift towards retail-tainment, and the gamification or monetization of data. Successful brands are seeking to take over the complete customer experiences, and to do this, many are completing their offer with initiatives aligned with their values and with their customers’ way of life. For example, the flagship store of the skatewear brand Vans completes the customer experience with an art gallery, restaurant, cinema and a skatepark which offers skateboarding lessons. Vans has also built skateparks in the Metaverse, illustrating how this experiences can be provided – and may need to be provided – remotely too. Another example of convergence is the way that some large distribution companies, such as furniture and DIY retailers, are increasingly building service offerings that complement the products they sell, including home design solutions, and assembly & maintenance experts to enable an end-to-end service for customers looking to improve their homes. It’s exciting territory, but also daunting and highly-competitive territory. The good news is that support is available. For example, Konecta can help brands by providing remote services by specialized advisors who can help, advise or teach customers on their requests. Likewise, these advisors can provide valuable information to customers, such as explaining new features, tricks or methods of preparation. 3. Geopolitics and economics The retail & e-commerce sector is always vulnerable to geopolitical and economic uncertainties and changes, as the last few months and years have proved. So, the possibility of geopolitical and economic shocks and shifts must continue to be high on brands’ agendas in 2024, as EY’s Future of Retail report also makes clear. For retail and e-commerce brands, the report says the consequences of uncertainty can include: - a need to diversify and reinforce supply chains, and to build local supplier networks - fragmentation of their operations and the severing of partnerships - a requirement to manage cost hikes and product shortages Economic and geopolitical uncertainties, which could be localized or global, also create a need for agility and resilience planning. The ability of providers like Konecta to provide services and bestshoring options to global clients from multiple geographical locations, can help brands to manage economic uncertainties as well as reduce risks and optimize costs. Konecta’s network of 10 multilingual hubs in Barcelona (Spain), Bucharest (Romania), Casablanca (Morocco), Istanbul (Turkey), Lisbon (Portugal), London (UK), Medellín (Colombia), Mexico (Mexico), Paris (France) and Prague (Czech Republic) offers powerful support for brands trying to navigate the consequences (or potential consequences) of economic and geopolitical disruption on their customer management provision. Further resilience is offered by Konecta Cloud, which enables us to operate from remote locations, with multilingual services provided at home by agents anywhere, helping to protect against recruitment difficulties or unexpected events or issues. 4. Demographic and behavior shifts Technology shifts are also being accompanied by shifts in consumption, caused by anything from demographic changes to changes in behavior and expectations. EY, in The Future of Retail, pointed to trends like conscious consumption and healthy-plant-based consumption; at Konecta, we would also highlight: - the emergence of companies dedicated to second-hand or vintage purchasing, a good example being Vestiaire Collective, a Konecta client in France, as well as the growth of the Vinted online platform for ‘pre-loved’ clothing. Some brands also see the launch of pre-owned apparel as an effective method for reducing their carbon footprint as well as adapting to the evolution in consumer behavior and values. - the move away from traditional ownership models, good examples being the rise of clothing rental agencies - customers’ desire for ‘here and now’ purchasing, leading to the emergence and growth of delivery companies such as Deliveroo, Uber and Glovo - since customer loyalty has dramatically decreased during the last years amongst the younger generations, the quality of customer experience is playing a central role in brands’ strategies for differentiation, along with personalization, and the use of analytics and automation. Many of these trends and shifts are global, but each market customizes them to the idiosyncrasies or specificities of its own target audiences. The level of social and economic development of each market is key in this, and also in the deployment of retail & e-commerce initiatives to create value. For example, in Europe, there are many initiatives being developed and deployed in order to build customer loyalty based on good / excellent purchasing experiences, while in the Americas, there’s a stronger tilt towards providing upselling and cross-selling experiences. To support on these trends, Konecta can offer solutions that facilitate brands’ relationship with the new consumers through its expertise and presence in the conversational channels where consumers hang out and express themselves. Our analytical models allow brands to gather valuable insights into their end-customers – a good example of these models being the SAE (Speech Analytics Experience) solution, which has been developed to analyse what customers say on voice channels. Opportunities created Naturally, these significant shifts will create challenges for brands, but also new engagement opportunities between retailers and their customers. According to EY, in the Future of Retail, the traditional retail principles of price, product and place still remain in place, but ‘with changes’. For example, price is now only part of the value exchange between retailers and their customers, and in terms of place, the customer is now the destination of the retailer, and not the reverse, as in the past. In our experience at Konecta, these shifts and changes create two major opportunities for retail businesses, which we can support them to achieve: New business and business growth: achieving greater connection with customers, or more sales, by generating valuable insights through analytical techniques, such as speech analytical tools or monetizing the data obtained Optimization of operations: through the use of digital channels, AI or services in the cloud to reduce the cost and increase the efficiency of their operations Ultimately, it is critical for the retail sector to always have the consumer on its radar. The four key shifts in this article will affect, or be adopted by, consumers and end-consumers across the world – perhaps at different times or speeds and in slightly different ways. Brands must be prepared for that moment and for those variations, and will need partners who understand and anticipate the global as well as the local. Konecta is here to help. ### Social Commitment and Transformative Actions URL: https://konecta.com/news-insights/news/social-commitment-and-transformative-actions Published: 2024-01-10 Throughout 2023, Konecta professionals demonstrated solidarity through tangible actions, contributing to various volunteering initiatives by sharing resources, knowledge, and experiences. Throughout 2023, Konecta professionals demonstrated solidarity through tangible actions, contributing to various volunteering initiatives by sharing resources, knowledge, and experiences to enhance the well-being of communities. Moreover, these actions were strengthened through strategic alliances, multiplying their reach and effectiveness. These initiatives align with four fundamental pillars: - Social Inclusion: Driving projects that promote the social inclusion of vulnerable groups, such as people with disabilities, those at risk of social exclusion, or the elderly. - Education: Supporting educational initiatives that contribute to the training and development of young people. - Environment: Collaborating on projects related to environmental protection and sustainability. - Solidarity Campaigns: Addressing the needs of disadvantaged groups. The volunteering actions aim to generate a positive impact on the communities where Konecta operates, contributing to the achievement of the United Nations' 2030 Agenda for Sustainable Development Goals (SDGs). SDG 1. End of Poverty: Donating food, clothing, and essential supplies has improved the living conditions of the most vulnerable people. Argentina:‍ Children's Day: Over 120 volunteers at the Buenos Aires site collaborated with the UNICEF fundraising campaign "Un Sol para los Chicos" through phone channels. Additionally, a toy collection day was organized on the platforms to donate to various allied social entities. ‍ Colombia: In 2020, the Konecta Ayuda a Konecta solidarity support program was launched for market donations and assistance in case of domestic calamities and natural disasters. To date, it has impacted the lives of more than 270 people, with donations exceeding $51,000,000 Colombian pesos. Through the Operation Kilo program, between 2021 and 2023, over 1,370 kilograms of clothing and 1,611 kilograms of non-perishable food were donated to allied foundations in Medellín, Bogotá, Montería, Cali, and Manizales, impacting the lives of more than 400 families. With the organization of the Ropaton event, employees donated clothes destined for the groups attended by social entities such as "Corporación Sueños y Huellas," "Fundación Social y Académica del Sinú," "Fundación Creando Historia," and "Fundamor." Spain: Fundraising for the Red Cross aimed at supporting their programs for minors, providing snacks, school kits, as well as offering support and psychological assistance for the elderly. Donations of clothing, food, books, bottle caps, and computer equipment, promoting circular economy actions among participating individuals. Italy: Development of a project supporting refugee families from Ukraine, initiated with a fundraising campaign by Dona&Vinci4Ukraina. Workers contributed donations to Caritas Diocesana de Montepulciano to provide food, shelter, medical care, legal support, and education to these families. Collection of plastic caps through an initiative by Caritas Diocesana di Livorno, in collaboration with the company Galletti Ecoservice. The caps collected each year throughout Italy are sold to plastic recycling companies to create common-use objects, and the proceeds from this sale are used to build wells and aqueducts in arid regions of Tanzania. Morocco: ‍Collection and donation of clothing, food, and medicine to support the victims of the earthquake that struck the country. Peru: Organization of the Kilo of Love volunteering day for the collection of non-perishable food items to be donated to social entities. SDG 3. Health and Well-being: Awareness actions on breast cancer and support for refugee families have contributed to improving the health and well-being of individuals. Spain: ‍Fundraising for the Spanish Association Against Cancer in Valladolid, to finance cancer research projects. France: Development of awareness actions with the Emera Association and the Grand Chalon Athletics Association in the fight against breast cancer. Italy: ‍Donation to Informazione Senza Frontiere (Information Without Borders) for the Open Hospital project, an open-source hospital management software developed by ISF to assist hospitals, clinics, and medical centers in managing their daily operations. As of today, it has active projects in 13 countries around the world, managing more than 130,000 users, 136 employees, and 280 beds. Madagascar: In partnership with the Regional Blood Transfusion Center of Analamanga (CRTS), blood donation days were conducted at the company's facilities in Madagascar. Peru: Support for the Anemia Zero campaign. SDG 4. Quality Education: Actions promoting education and social inclusion have contributed to improving access to education and training for individuals. Argentina: Participation in the National Reading Marathon in collaboration with the Leer Foundation, donating the team's time to promote school participation. Donation of School Kits to educational centers and social entities. Czech Republic: Development of a special education program for the integration team in collaboration with Podané Ruce educational institute. Turkey: As part of the Darüşşafaka Program promoting equality in education, full scholarship support has been provided for a financially disadvantaged student to complete their education for 8 years until high school graduation. To raise awareness among our collaborators, we established a voluntary social responsibility club called Consciousness in Konecta, with bi-weekly meetings. SDG 8. Decent Work and Economic Growth: Actions supporting employment and professional training have contributed to promoting decent work and economic growth. Spain: Promotion of professional volunteering to support the Fundación Konecta Vocational Training School. Specific training sessions conducted by company professionals include topics such as persuasive communication in a commercial context, effective telephone communication tools, call analysis, and conflict resolution through real call listening. Organization of workplace visits led by Operations personnel for individuals with acquired disabilities from the Fremap Rehabilitation School. The objective is to provide a firsthand experience of a real workplace, similar to what they will encounter in their job reintegration after completing their course. HR dept. conducting interviews using role-play techniques, internal training, and awareness on gender-based violence, and occupational risk prevention. Training for employees with intellectual disabilities driven by the Fundación Konecta as part of the "Creating Opportunities" initiative. This continuous training project is designed for young individuals with intellectual disabilities, aiming to support their professional and personal development. Supervised internships for students with intellectual disabilities from the Capacis Foundation. France: Training sessions on facing professional interviews and coaching sessions provided by "La Cravate Solidaire" to support unemployed individuals. Collaboration with human resources professionals is established for guidance and counselling processes. SDG 10. Reduced Inequality: Actions supporting individuals in vulnerable situations have contributed to reducing inequalities. Spain: Konecta Foundation organizes its annual charity Padel Tournament with the participation of clients, employees, and other strategic allies of the company. The purpose is to raise funds for social entities, specifically directed to the +Family project this time. Fundraising by Konecta Foundation for social entities promoting the socio-labour integration of individuals with intellectual disabilities through charity markets. These actions also contribute to raising employee awareness about disabilities. Hungary: Support for the Foundation for Children with Limb Deficiency to raise awareness about this rare disease. Konecta volunteers participate in recreational activities at the summer camp of this organization and the opening trip of the school year. Additionally, they participate in fundraising races each spring and fall for the foundation. Czech Republic: Company volunteers participate in international sports games for youth with disabilities in collaboration with the Emil Foundation, supporting sports for young people with disabilities. Financial contribution to support swimmers in preparation for the Paralympic Games, in collaboration with the Emil Foundation. Turkey: ‍Every December, clients receive a digital donation certificate encouraging them to make a donation to an association instead of giving a physical gift. SDG 13. Climate Action: Actions supporting reforestation and environmental protection have contributed to combating climate change. Argentina: Reforestation of 500 native trees in Malagueño municipality, supported by company volunteers. Volunteer cleaning days in parks in collaboration with the "Embajadores Verdes" association, held in different provinces for the collection of waste and cigarette butts. Colombia: Since 2021 to date, support has been provided for planting more than 1,131 trees in Cundinamarca, Antioquia, and Montería, led by company volunteers, promoting reforestation in environmentally vulnerable areas. Environmental training programs benefiting over 100 children from foundations such as Hogar San Mauricio and Sueños y Huellas. SDG 17. Partnerships for Sustainable Development: Strategic alliances with social entities and non-governmental organizations have contributed to pooling efforts to achieve the Sustainable Development Goals (SDGs). All volunteering actions are based on a search and consolidation process of partnerships, amplifying the impact and involving stakeholders from the public, private, and third sectors. This creates a support network sensitized and committed to the needs of the most disadvantaged groups in society. Konecta in Action: Support for Victims of Natural Disasters - SDGs 1, 3, 10, 17 In 2023, Konecta and its professionals expressed solidarity with communities affected by earthquakes in Turkey, Syria, and Morocco. The Konecta Foundation joined "Mensajeros por la Paz" to organize a global fundraising campaign for Konecta Group employees. This campaign, along with other actions born out of the solidarity of our professionals, included collecting clothes, food, toys, and other essential items. Additionally, blood donations were made in the affected countries to help earthquake victims. The response was resounding, actively involving employees and collecting over 2.5 tons of winter clothes for Cáritas Madrid and the Turkish Embassy, aiding Turkish and Syrian families. ### Konecta awarded with anti-bribery certification URL: https://konecta.com/news-insights/news/konecta-awarded-with-anti-bribery-certification Published: 2024-01-08 Konecta has obtained the Anti-Bribery Certification awarded by "Empresarios por la Integridad" in Peru, meeting the requirements of a rigorous standard and achieving the highest certification (+++). This achievement reinforces the company's institutional commitment and contributes to strengthening the culture of integrity, one of its core business values. This certification is part of the Association's efforts to eradicate acts of corruption in local business practices and is awarded following an audit conducted by an independent third party with a recognised track record in business. It also plays an important role in mitigating the risks of unethical behaviour and strengthening our corporate culture. It is important to note that corruption, bribery, theft and tax evasion currently cost developing countries an estimated $1.26 trillion annually, and Peru is ranked 101 out of 180 countries in the Corruption Perceptions Index. For this reason, and as part of the strategy to prevent situations of this nature, significant efforts are being made to raise employee awareness, such as the ongoing training on laws, regulations and company policies, including prohibited conduct, provided in Peru by Didactik! In addition, other face-to-face and virtual training is provided through the ABC Legal platform, which disseminates relevant information on compliance, anti-bribery, prevention of conflicts with consumers, among others. In an increasingly regulated, demanding and complex environment, compliance with legal, ethical, social and environmental rules and regulations is essential for the long-term success and sustainability of businesses. In an increasingly regulated, demanding and complex environment, compliance with legal, ethical, social and environmental rules and regulations is essential for the long-term success and sustainability of businesses. In response, Konecta has established its Corporate Compliance Programme as part of good corporate governance to promote transparency, fairness and ethical behaviour within the organisation. All actions envisaged in this programme are based on the fundamental principle of zero tolerance towards behaviour that could lead to non-compliance with laws, regulations and internal processes. In this sense, the active participation of the various stakeholders, both internal and external to the organisation, is encouraged, with particular emphasis on the employees, by providing them with an information channel, accessible from the company's website, which allows them to report any act they may observe that may be contrary to the Group's ethical guidelines. By adopting rigorous standards, Konecta is committed to integrity and transparency, thereby creating trust among employees, customers and society in general. This certification not only protects us from legal and reputational risks, but also positions us as an ethical and responsible player in the market. ### Konecta certifies in Cordoba in DEI Culture and Micaela Law No. 27,499 URL: https://konecta.com/news-insights/news/konecta-certifies-in-cordoba-in-dei-culture-and-micaela-law-no-27499 Published: 2024-01-08 At Konecta, we celebrate an exciting milestone in our ongoing commitment to diversity, equity, and inclusion. We are pleased to announce the successful completion in Argentina of training in DEI Culture (Diversity, Equity, and Inclusion) and Certification of Micaela Law No. 27,499 for 100% of our directors, including 110 leaders. Guided by the Women's Empowerment Principles (WEPs) of UN Women, we decided to certify in this Law, marking a milestone as the FIRST private company to obtain this certification in the province of Cordoba. Named in honor of Micaela García, a femicide victim, the Micaela Law establishes gender and gender violence training to denaturalize violence against women and the LGBTI+ population. This step reinforces our commitment to Zero Tolerance for all types of violence. DEI Culture: A Virtual Educational Journey The virtual training program in Diversity, Equity, and Inclusion addresses crucial topics ranging from gender identity and unconscious biases to sexual diversity and harassment prevention. This comprehensive program aims to raise awareness and educate our professionals on fundamental concepts to foster inclusive work environments. With the support of a specialized partner and the signing of a collaboration agreement with the Ministry of Women of the Province of Cordoba, we implemented asynchronous training on our DidactiK! educational platform, concluding this phase with a reflective in-person meeting with Claudia Martínez, the Minister of Women of the Government of Cordoba in Argentina. She formally recognized our commitment to certification and actions to create safe, inclusive, and diverse workplaces. The training is now open to all positions, from leaders and managers to directors and staff analysts. Next year, we will open the program to representatives, with a long-term approach, releasing the content module by module to facilitate seamless completion. At Konecta, we believe that change starts from within. We are committed to building a safer, more equitable, and enriching future of work for all. Together, we move towards a better and more inclusive Konecta! ### Why CX is more important than ever for the mobility sector URL: https://konecta.com/news-insights/blogs/why-cx-is-more-important-than-ever-for-the-mobility-sectors Published: 2023-12-06 Mobility is a multi-dimensional customer experience. Konecta has helped deliver that for a number of automotive and public transport clients. Mobility is a very broad term. It covers a wide variety of sectors and services used by consumers, all of which have different expectations : car manufacturing, financing, are the 2 most common ones, to which we would now add Mobility Apps and energy providers (petrol and new electricity companies through the charging network) In this interview, we speak to Guillaume Langle, Konecta’s Head of Global Automotive & Mobility, and Ronen Melnik, Head of Global Clients Division at Konecta, about the state of play in this broad sector and what the future may hold for it. Guillaume says: “Mobility takes in a lot of complementary services – You take your car to drive to the station, then a train to the next city, an e-scooter, or a tram, and probably walk the last mile. And the important part of that trip is for it to be simple to purchase, seamless to use, all mobility providers fitting their services well one after the other. “There are two main audiences for mobility providers,” explains Ronen. “On one hand, there are the customers – the people using the service to get from point A to B or receiving the products they order. On the other, there are the drivers who are taking the people and goods to where they need to go. Guillaume Langle Konecta’s Head of Global Automotive & Mobility “From a CX perspective, we think about people on the move. It doesn’t make too much of a difference if they are in a car being driven to a destination, riding an e-scooter, or taking a delivery from a restaurant to a customer’s house. There are obviously differences with each scenario, but the principles are largely the same.” A challenging backdrop After the exponential growth when mobility services first came onto the scene, the Covid-19 pandemic put a brake on the sector. According to figures from Statista, the global shared mobility market shrank from $1.3 trillion to $730 billion between 2019 and 2020. Although there has been some rebound since, the sector was still behind pre-pandemic output at $1.12 billion. “Growth is stagnant for a lot of the big players; the big innovation is behind us,” says Ronen. “The initial revolution of mobility has plateaued and, at the same time, there are increasing challenges around regulation, cyber security, and the journey towards net zero in different markets. Competition is high, people expect them to be cheap and fast as a minimum and drivers are harder and harder to retain." Ronen Melnik Head of Global Clients Division at Konecta “All of this is resulting in rising costs. Mobility companies can’t scale up and down indefinitely, as they could in the past, and it is becoming more difficult to run a network. Drivers will move where they can make more money and customers will can wherever is cheapest. Companies have to guarantee hours and respond to changing levels of demand, which requires them to plan their capacity much more carefully.” Guillaume adds: “Car manufacturers have understood that and are now breaking the internal departments' silos – from the digital experience to sales and then finance and after sales and of course insurance. A customer had to deal with multiple different companies for each part, sharing their details over and over again, and it was a very piecemeal and inefficient way of doing things. There is still a gap between car manufacturers' maturity in this new organisation to make a more streamlined process that supports customers through the process – and that requires a degree of investment. Two sides of the same coin Drivers’ and mobility providers are connected through apps – in both cases it is the unique way they directly engage with the companies. In that sense, they are consumers of a service, but on different sides of the same coin. For drivers, though, “The big differentiation between providers is around CX,” Ronen argues. “You have to make sure the drivers are happy – an unhappy driver or delivery person performing poorly can cause a significant reduction in revenue, so the importance of the employee has increased a lot. “They are the constant – particularly in big cities where there is a lot of competition. A customer may order one pizza per week, but the driver might do 40 deliveries every day. Most of their interactions companies have with their drivers are digital – even at the onboarding stage – and so the app and its usability is of paramount importance.” The priorities for customers are slightly different, but inextricably linked to drivers’ use of the apps as well. There are also some seemingly counterintuitive developments in how services users want to use the app, says Ronen: “The availability of drivers, alongside the ease of use, is the main priority for customers. “There are also some unexpected developments. With some of the bigger players in the sector, the dominant way of interacting with consumers has been through digital, but there is a premium attached to voice. More people want to communicate this way, particularly as the average age of users increases and effective troubleshooting becomes more important. Voice is absolutely necessary in certain situations – for instance, emergencies or disputes.” Guillaume agrees, adding: “When it comes to automotive, car manufacturers have tended to think about the vehicle first and then the customer experience delegated to dealers. This is changing, as OEMs now have access to each customer, can upsell car options through the brand App, and even anticipate potential future car breakdown thanks to telematics. The dealer's role is changing like it has never before, Tesla doesn't sell cars in their dealerships… only online. What happens then, when you have a question, or you are stuck in front of your screen because you can’t find the accessory you need? How Konecta can support Regardless of which channel is being used, there has to be an apparatus behind the scenes making sure customer care is up to standard, offering a frictionless experience at a variety of levels. Although mobility services are mostly digital and app-based, both for the driver and the consumer, there is a lot of human care that goes into each channel. Konecta is a leading provider of customer experience business process outsourcing (BPO) solutions, working with some of the sector’s largest companies. Ronen explains how Konecta works with its clients to set themselves apart from their competitors. “We support our agents by giving them an understanding of the culture of the markets they serve,” he says. “If they are based in Manila, and they have perhaps only tried pasta a few times, then they may not know the difference between penne and tagliatelle in a situation where there has been a mistake with an order. “Solving language issues is a big part of what we do. It is a big resistance point – when people are talking to someone who doesn’t understand the issue they are talking about, they are not empowered to solve the problem. We use digital translation tools to help our people understand how they can help customers in the best way possible. “Context is equally important. If there is a big event in a specific city, then agents need to be made aware and know how to support drivers and explain to customers why there are delays. A big part of our training for agents focusses on these areas. We create micro-teams for specific cities and give them an environment that helps immerse them in their markets. If we have 100 people serving the UK, they will be in a room with the BBC on TV and they will know what events are on. “We’ll also provide daily briefings for people on the frontline of service delivery. We can predict that there will be peaks for takeaway or taxi services in certain areas, helping to plan ahead and make things as straightforward as possible for everyone involved.” A multi-dimensional experience Guillaume concludes: “Mobility is a multi-dimensional customer experience. Konecta has helped deliver that for a number of automotive and public transport clients taking a customer centric approach. We build knowledge bases, AI generated and self learning, which enable our teams to answer any questions, on any subjects related to their product through a mix of voice, chats, and social networks. “Whatever form of transport they are taking, customers want to be confident about planning their journey and then their actual experience matching up to that. Equally, they want to know they can reach out for instant support or admin support at a later date. “Ultimately, mobility is an increasingly challenging business – but it is also full of opportunities. Scale is important and margins may be tight, yet there is a lot that companies can do to step ahead of their competitors through CX. Sharp, disciplined service is key, and Konecta serves more than 20 mobility providers worldwide and can support you in delivering that better, more personalised customer support.” ### Konecta and Genesys partner to help companies transform customer management operations with generative ai URL: https://konecta.com/news-insights/press-releases/konecta-and-genesys-partner-to-help-companies-transform-customer-management-operations-with-generative-ai Published: 2023-10-26 Konecta, the leading Spanish multinational in the provision of CX services and technological solutions, led by José María Pacheco and Jesús Vidal Barrio, is partnering with Genesys®, a global cloud leader in AI-powered experience orchestration, through which it can promote the transformation of customer management operations based on three axes: globalisation, accessing the best talent in a competitive way; digitalisation to adapt services to the new customer model; and automation through artificial intelligence to significantly improve quality and efficiency. The agreement extends the collaboration model initiated more than three years ago, whereby Konecta has successfully implemented Genesys Cloud CX® solutions in more than 30 large companies in sectors such as retail, transport, telecoms, utilities, banking and insurance, and where more than 6,000 agents operate concurrently in EMEA and the Americas. Based on this successful model, which has enabled customers to take advantage of the economic benefits of global off-shore services and secure teleworking, Konecta and Genesys are now incorporating important regions such as France, Italy, Germany and the United Kingdom into the project, allowing Konecta to extend its model to new geographies and to strengthen its technological capacity and value proposition in more markets. In addition, and as a result of the collaboration between Konecta and Genesys, joint capabilities will be extended to allow Konecta to offer large companies worldwide a transition to a highly efficient model where artificial intelligence and people work in an integrated and personalised way and at a pace that suits all of its business customers. In addition, end-consumers will be able to choose the channel through which they feel most comfortable to conduct their business, thus improving their experience and taking advantage of the enormous efficiencies delivered by the digital model with artificial intelligence. Associated with this agreement, Konecta has also launched a global programme of centres of excellence in omni-channel, hyper-automation (orchestration and management of digital flows), generative artificial intelligence (GenAI) and data management, with experts in different countries who will support operations with best practice in transformation processes, always focused on improving experience, quality and efficiency. Regarding the agreement, Jorge del Río, CIO of Konecta stated, "Technological solutions such as Genesys Cloud CX, which are scalable, secure and integrable, provide the foundation for this move, but the important element added to that is to support our clients with multidisciplinary professional services that advise, design, implement and operate the new digital services based on artificial intelligence. Technology is the enabler, but it is our people, on top of that, who will deliver the goals our business customers are pursuing." This agreement allows Konecta to offer the technology as part of its outsourcing services (BPO) or for it to be offered directly as a technology service. This is key as it extends Konecta's current success in various geographies such as Italy and Brazil as a convergent provider of technology and process outsourcing services. Massimo Canturi, CEO of the Italian speaking market and leader of the Generative AI team, highlights that global partners such as Genesys "are part of the ecosystem of solutions and services that will allow Konecta to lead the implementation of new-generation solutions where digital channels and generative artificial intelligence are the keys to improve the customer experience, as well as the efficiency and quality of our services". ### Konecta accelerates the inclusion of Generative AI into its value proposition and services URL: https://konecta.com/news-insights/press-releases/konecta-accelerates-the-inclusion-of-generative-ai-into-its-value-proposition-and-services Published: 2023-09-28 We are pleased to announce a new stage in the development of our capabilities around Generative AI through the signing of a global partnership with Globant. After having set up a dedicated office in 2023 to develop the inclusion of Gen AI services into our solutions, we are accelerating our efforts to further improve operational excellence and develop new services. Recognizing the opportunity brought by Gen AI to enhance CX operations, the Gen AI office is in charge of identifying, designing and implementing use cases based on internal and best-of-breed market solutions. As stated by Massimo Canturi, CEO of Italian Speaking Market and group lead of the Gen AI office: “Konecta has a strong track record in integrating AI services and data-driven approaches into its offering. Creating the Gen AI office was a natural step and I’m glad we have now the opportunity to reinforce our efforts and leverage Globant teams’ expertise to keep improving the experiences of our client’s customers and the efficiency of operations” About Globant Globant is a digitally native company that helps organizations reinvent themselves and drive their full potential. They combine innovation, design and engineering at scale. They have more than 27,000 employees and are present in 25 countries and 5 continents working for companies such as Google, Electronic Arts and Santander, among others. They have been named a world leader in CX improvement services by the IDC MarketScape report. They have also been featured as a case study at Harvard, MIT and Stanford. They are members of The Green Software Foundation (GSF) and Cybersecurity Tech Accord. ### Konecta recognized again by Everest Group as a leading customer experience management player URL: https://konecta.com/news-insights/press-releases/konecta-recognized-again-by-everest-group-as-a-leading-customer-experience-management-player Published: 2023-09-14 Madrid, 14th of September 2023 - Konecta, one of the major global providers of Customer Management Services, has been recognized for the fourth year in a row as a Leader for the EMEA region and Major Contender in the Americas by Everest Group in its Services PEAK Matrix® Assessment 2023. Everest Group - a global research firm focused on strategic IT, business services, engineering services, and sourcing - assessed 39 international CX players in the Americas and 34 in the EMEA area through the PEAK Matrix®, ranking them in three categories: Leaders, Major Contenders and Aspirants. The PEAK Matrix® provides a comparative assessment of the market impact of each player and its positioning in terms of vision and capabilities, analyzing how they relate to their client base, their strategy, the market presence, the range of services, the delivery capabilities, and their degree of technological innovation. "We are proud to receive this important recognition for the fourth consecutive year. This is great outcome for our teams who work every day to build and deliver the best possible experiences across the world.” - commented Jesus Vidal Barrio Rivas, Konecta CEO. “Our in-depth understanding of the expectations in each sector combined with our ability to design tailored-fit, tech-powered solutions to each clients are a key differentiator of Konecta. . In EMEA, “Konecta holds a strong delivery presence in onshore locations while also offering support through multiple nearshore delivery centers situated in Eastern Europe, Madagascar, Morocco, and Turkey. It serves clients in multiple European languages by leveraging 10 multi-lingual hubs offering a comprehensive range of solutions that encompass sales service, customer service, order fulfillment, technical support, as well as other value-added services” said David Rickard, Partner, Everest Group. "Konecta has established a strong presence in Latin America and boasts substantial nearshore delivery capabilities. Furthermore, the company possesses strong language proficiency in English, Canadian French, Portuguese, and Spanish, enabling efficient service delivery to clients across the Americas region.” added Sharang Sharma, Vice President, Everest Group.