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)
60%
of customer interactions hybrid AI and human by 2025 (Source: Gartner)
30%
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
Customer care
Scalable human and AI solutions that create exceptional experiences and customer satisfaction.
Technical support
Innovative, omnichannel support that goes beyond solving problems to building long-term relationships and loyalty.
Sales
Hybrid sales solutions that use data, analytics and personalization to convert sales and generate value.
Back-office services
Business and end-to-end process management and automation to reduce costs, improve quality and flow into front-office operations.
#1
Agile delivery model
#2
End-to-end capabilities
#3
Low risk
Using best-in-class innovation and digital to define the most effective delivery model for your customers – onshore, offshore and/or nearshore.
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.
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.
Success stories in customer experience
Retail & E-commerce
Customer service channels blended deliciously for Hotel Chocolat
Hotel Chocolat aims to make people and nature happy through chocolate. And that requires exceptional levels of customer service. Harnessing technology, Konecta has provided Hotel Chocolat with a single-operation approach covering major channels. The result? A deliciously streamlined and personalized service.
Automotive, Mobility & Travel | Customer Experience
Customer care reinvented at Nissan through digital transformation
Konecta has provided multilingual customer care services to Nissan Europe since 2014; now we are evolving our partnership, using digital transformation to reinvent the Customer Experience Center, by covering 11 languages and 12 countries.
Utilities | Customer Experience
Utilita gains energy boost from seamless customer support
In today’s competitive energy markets, consumers expect seamless and always-on customer service from their providers. Konecta’s commitment to operational excellence end-to-end empowers energy provider Utilita to exceed those expectations.
Utilities | Customer Experience
Partnering with Edison Energia for outstanding value and customer care
The utilities giant Edison Energia managed to substantially increase its customer base in a highly competitive market, even with Konecta’s support and the dedication of all its collaborators. This achievement was made possible thanks to an innovative offering and positioning, high-value services, and outstanding customer support.
Financial & Insurance | Customer Experience
Supporting insurer Sura to modernize and thrive for over 25 years
Konecta and Sura’s partnership goes back decades, but there’s nothing backwards-looking about it. Konecta continuously helps the Latam insurer to scale, modernize, and compete, with a huge range of B2B and B2C solutions from customer support to analytics and operations transformation.
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.
