Konecta reveals an ambitious 3-Year plan to become a GenAI-powered company

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.

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.

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. 

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.

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.

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.”