Konecta named Frost & Sullivan’s CX Company of the Year in Europe and Latin America

Konecta won Frost & Sullivan’s 2026 Company of the Year award in customer experience management services for Europe and Latin America, underscoring its push into AI-led CX transformation. The recognition highlights the company’s hybrid human-and-AI model, its €150 million Katalyst 2028 investment plan, and growing use of agentic AI across regulated industries.

Why it matters: - Konecta’s dual regional award signals that AI is moving from pilot projects into core customer operations at enterprise scale. - The recognition also reflects a broader shift in CX from labor-heavy outsourcing to technology-led transformation with measurable business outcomes. - For regulated industries, the award highlights the growing importance of compliance-ready AI, governance, and hybrid service models.

What happened: - Konecta said on Sept. 10, 2026, that Frost & Sullivan named it 2026 Company of the Year in customer experience management services for both Europe and Latin America. - The award recognizes Konecta’s AI-driven innovation, execution discipline, and use of generative and agentic AI in CX operations. - Frost & Sullivan framed Konecta as a transformation partner rather than a traditional contact center outsourcer.

The details: - Konecta’s Katalyst 2028 program is backed by a €150 million investment and is designed to position the company as a technology, data, and operations partner. - Konecta recently launched Kolibri, an agentic AI orchestration platform aimed at helping enterprises move from experimentation to production. - Kolibri combines a library of 80% pre-built, industry-specific use cases with open architecture and built-in FinOps cost controls. - The platform connects AI agents, human experts, and enterprise systems within a single ecosystem. - Konecta said Kolibri is underpinned by an ISO 42001-certified AI management framework. - In Latin America, Konecta said agentic AI is automating early-stage collections while keeping performance comparable to top human agents. - The company said that approach frees human agents to handle more complex and personalized work. - Konecta said it is addressing the EU AI Act through a global compliance framework and standardized Data Protection Impact Assessments. - The company is also rolling out the COPC CX Standard across its operations in 28 countries. - Konecta said its technology partnerships include AWS, Google Cloud, Salesforce, NICE, Lenovo, Nexthink, ElevenLabs, Uniphore and CrewAI. - The partnerships are meant to embed cloud, cybersecurity and proactive AI monitoring into customer and employee environments. - Nourdine Bihmane, Konecta’s CEO, said the recognition reflects the Katalyst 2028 plan and the work of 109,000 employees. - Mariano Castaños, CEO of Konecta in America, said the company is delivering AI-led transformations across Latin America. - Castaños cited AI-enabled speech analytics and copilots in Peru’s insurance sector. - Castaños also cited collections voicebots in Mexico’s luxury retail sector and Colombia’s financial sector, saying those deployments boosted payment promise fulfillment by more than 30%. - Frost & Sullivan’s Sherrel Sonia Roche said Konecta is enabling enterprises to modernize fragmented customer operations through an integrated hybrid human-and-AI delivery model. - Frost & Sullivan’s Natalia Casanovas said Konecta stands out for combining AI-driven innovation with large-scale operational execution.

Between the lines: - The award suggests buyers are rewarding vendors that can pair automation with governance, rather than AI tools alone. - Konecta’s emphasis on compliance, standards and ecosystem partnerships shows how CX providers are trying to reduce the risk that slows enterprise AI adoption. - The company’s message is that operational knowledge, not just model performance, will separate successful AI deployments from stalled pilots.

What's next: - Konecta is likely to keep expanding agentic AI use cases across collections, customer service and support functions. - The company’s next phase will hinge on whether Katalyst 2028 and Kolibri can scale across more clients while staying compliant in regulated markets. - Continued adoption of the COPC CX Standard and AI governance frameworks will be central to Konecta’s positioning in Europe and Latin America.

The bottom line: - Konecta is betting that the next wave of CX growth will come from regulated, production-ready AI services delivered through hybrid human-and-machine operations.