Competitive Intelligence

Konecta: Customer Experience Services Capabilities, 2026

This Konecta: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating its single engagement model spanning AI strategy consulting through platform deployment to managed agentic operations.

A composite slide titled "Konecta: Customer Experience Services, 2026." On the left is the HFS Horizons: Customer Experience Services, 2026 placement diagram, a beach and ocean themed graphic divided into three stacked horizontal bands representing three horizons, with a left side vertical axis labeled "Innovation Scope" running Functional, Enterprise, Ecosystem from bottom to top, and a right side vertical axis labeled "Value Aspiration" running Digital, Experience, Growth from bottom to top; the bottom sand colored band is labeled "Horizon 1, Functional transformation" and lists, alphabetically, the logos of HGS, ibex, iQor, Konecta, Mphasis, and TELUS Digital, six providers in total; the middle blue band is labeled "Horizon 2, End to end experience transformation" and lists, alphabetically, the logos of Amdocs, Atain, Coforge, Concentrix, Deloitte, HCLTech, IntouchCX, LTM, Movate, Transcom, TTEC, and Wipro, twelve providers in total; the top deep blue band is labeled "Horizon 3, Ecosystem synergy and new value creation" and lists, alphabetically, the logos of Accenture, Capgemini, Cognizant, EXL, EY, Firstsource, Genpact, IBM, Infosys, KPMG, Publicis Sapient, Sutherland, TCS, and Tech Mahindra, fourteen providers in total, for a diagram total of thirty two provider logos across all three horizons; below the diagram is a caption reading "Note: All service providers within a Horizon are listed alphabetically" and "Source: HFS Research, 2026." On the right side of the slide is a purple bordered panel containing the Konecta logo alongside the heading "Horizon 1 Functional transformation" and the subheading "Optimize functional CX performance," followed below by a blue outlined pull quote box with a large quotation mark icon containing the text "Labor scale CX to hybrid human plus AI orchestration," followed by a paragraph of body text reading that HFS Horizons: Customer Experience Services, 2026 assess vendor capabilities, innovation, and value potential across the HFS customer experience services value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings across three distinct horizons, and that the report evaluates the capabilities of 33 service providers, including CX specialists, global system integrators, and consultancies; note that the diagram itself displays only 32 provider logos across the three horizons, one fewer than the 33 stated in the accompanying text, a discrepancy worth flagging.

 

Note: All service providers within a Horizon are listed alphabetically
Source: HFS Research, 2026

Key facts about Konecta’s customer experience services capabilities

A composite slide titled "Key facts about Konecta's customer experience services capabilities," laid out as a six panel table. The first panel, "Key offerings," lists CX strategy and transformation, journey orchestration and experience design, customer experience operations, growth and revenue generation, sales conversion transformation, agentic front office solutions, human plus AI service models, AI enabled accelerators, Konecta AI Platform orchestration, customer insights and interaction analytics, GenAI copilots and agent assist, digital ordering, appointment management, smart claims, billing inquiry automation, responsible AI governance, and agent enablement. The second panel, "Mergers and acquisitions (2023 to 2026)," lists three acquisitions: Comdata (2022), described as one of Europe's largest CX operators, with a significantly expanding presence in Italy, France, Spain, and Latin America, SPEAK33 (France, 2025), described as strengthening digital marketing and AI driven customer acquisition capabilities in France, and Sales Performance (Italy, 2025), described as enhancing digital marketing and AI driven customer acquisition capabilities in Italy. The third panel, "Key clients," states the number of customer experience clients as 800 plus and lists key clients, all described anonymously by sector and profile rather than named: one of the largest pizza chains in Spain and Portugal, a leading global hospitality group, a leading legal services player, a leading water and environmental services provider, and a major European telco; no client names are disclosed. The fourth panel, "Partnerships," organizes partners into four categories: Hyperscalers, listing AWS and Google Cloud; AI/ML and agentic, listing CrewAI, Dataorb, ElevenLabs, Uniphore, and Kore.ai; CCaaS/CRM, listing Genesys, NiCE, Five9, and Salesforce; Vertical/Industry, listing Kraken for energy and utilities, Lenovo for employee experience, and Nexthink for employee experience; and Conversational intelligence, listing Sanas and Krisp. The fifth panel, "Global operations and resources," states a customer experience headcount of approximately 105,000 FTEs, a total of 180 plus delivery sites worldwide, and lists center locations by major geography as EMEA with approximately 44,000 FTEs, LATAM with approximately 60,000 FTEs, and North America and APAC combined with approximately 200 FTEs. The sixth panel, "Flagship internal IP," lists AI/GenAI described as the Konecta AI platform, Accelerators described as covering digital order management, Smart Refund, Order Tracking, InvoiceIQ, tech support, digital appointment, process intelligence, digital collection, smart claims, and smart FAQ, FraudAI described as enterprise operations optimization, Data and CX Analytics described as QUASAR, a CDP and customer journey tool, and Automation described as CContact, covering back office orchestration and process automation.

 

Source: HFS Research, 2026

Konecta’s performance in the study and HFS’ views of its strengths and development opportunities for customer experience services capabilities

A composite slide titled "Konecta's performance in the study and HFS' views of its strengths and development opportunities for customer experience services capabilities." On the left is a simplified version of the Horizons beach themed graphic, showing the same three stacked horizontal bands, with the top two bands, labeled "Horizon 3, Ecosystem synergy and new value creation" and "Horizon 2, End to end experience transformation," rendered in a grayed out, desaturated tone with text only and no logos, while the bottom band, labeled "Horizon 1, Functional transformation," is highlighted in full color with a purple bordered label box and displays the Konecta logo, indicating Konecta's assigned horizon through this color and border contrast against the two grayed out bands above it. On the right is a text panel with two headed sections. The "Strengths" section contains five bullet points: the first, "A single engagement model built on 30 years of domain depth," states that Konecta's value proposition is a single engagement model, running from AI strategy consulting through platform deployment to managed agentic operations, covering customer experience, employee experience, and back office functions including HR, finance, and procurement; the second, "Repeatable execution model that turns AI ambition into deployable CX change," states that Konecta's repeatable 80/20 execution model codifies operational CX expertise into reusable, industry specific accelerators rather than rebuilding AI solutions from scratch for each client; the third, "Konecta AI Platform as a purpose built governance and orchestration layer," states that launched mid 2026, Konecta's AI Platform is built around a proprietary control plane covering observability, security guardrails, traceability, and continuous agent improvement, and that its story is most convincing where it connects platform ambition to named workflows such as AI sales objection handling, smart claims, digital order management, InvoiceIQ, digital appointment, room optimization, AI staff assistant, and voice ordering; the fourth, "Outcomes," states that Konecta deployed a voice AI ordering agent called MarIA for a 730 store pizza chain in Spain and Portugal, achieving 40% order automation within five months against a 60% one year target and recovering lost peak time orders for a projected plus 5% annual revenue lift at 95% order accuracy, and that it co-developed an AI driven outbound sales engine with Uniphore and a client to detect objections in real time, guide agents with next best actions, and create a closed loop learning system, delivering a plus 20% conversion uplift and a plus 20 percentage point sales productivity improvement; the fifth, "Client and partner reference kudos," states that clients commend its professionalism, deep industry knowledge and brand stewardship, adaptability, and service level delivery with a transformation mindset, while partners highlight its go to market distribution, technical solutioning and consulting, and investment in partnerships. The "Development opportunities" section contains three bullet points: the first, "What we'd like to see more of," states that Konecta's Katalyst 2028 roadmap charts its transformation into a platform led CX operator, and that the firm can showcase its continued maturity across the roadmap, with named clients and outcomes multiplying across its client base; the second, "Next steps," states that to maintain its competitive edge, the firm should scale its consulting, advisory, and architecture depth to match its ecosystem ambition; the third, "Client and partner reference critiques," states that clients want stronger predictive analytics, greater AI use, and faster process onboarding, while partners expect better sales training, faster pipeline growth, and more customer introductions.

 

Source: HFS Research, 2026

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