Konecta’s Roadmap to Scaling AI Across Customer Experience Operations

AI is reshaping customer experience and challenging the traditional models behind it.

Konecta, a global digital services and customer experience (CX) provider, set out to lead that change. Working with BCG and BCG X, the company began transforming how it delivers its services to customers, combining human expertise with AI to create a more scalable, technology-enabled model.

Within 12 months, Konecta and BCG designed and launched a focused AI transformation roadmap that leveraged Deep Customer Engagement AI by BCG X, scaling more than 80 GenAI deployments across operations.

The impact was measurable: up to 35% lower average handling times, up to 40% higher conversion rates, and multimillion-dollar value generated in that first year.

Building for Scale

The next challenge was to make those capabilities repeatable, because in a fast-moving market, customers need solutions that are ready for today’s challenges—and they cannot wait until tomorrow to get there.

Konecta launched Kolibri, a platform that brings together technology, AI agents, human talent, and customer data in one governed environment, helping teams create and scale new customer solutions faster.

Making Change Stick

Technology was only part of the transformation.

Across 28 countries, Konecta set out to transform the organization at every level, from the C-suite to middle management to every member of staff. That meant revamping the commercial model and training commercial teams to take new AI-led offerings to market, embedding AI into technical teams’ day-to-day work, and reshaping operations overall.

With support from BCG and BCG X, Konecta Academy helped build the skills, ways of working, and excitement to make that shift real. The approach followed the 10-20-70 principle: AI transformation is 10% about model intelligence or 20% about data and technology and 70% change management.

Today, more than 25,000 employees actively use Konecta’s AI solutions.

A New Model for Customer Experience

Konecta is moving toward a hybrid future where people and AI work together. They see it as an opportunity to deliver experiences, capabilities, and services that until now they haven’t been able to.

The ambition is not simply to adopt AI, but also to build an organization capable of continuously evolving with it to help shape what comes next for customer experience—work that took co-creation with BCG and BCG X teams embedded alongside Konecta’s own, from strategy through execution.