Konecta

Who owns your brand’s front door now? What happens when consumers stop visiting your storefront and let an AI assistant handle their shopping, subscriptions and service requests? In my latest blog, I unpack what this means for businesses, the regulatory hurdles ahead, and the priorities every brand needs to focus on right now to stay relevant: 🔹 Standards & compliance: navigating protocols like the Universal Commerce Protocol and evolving European regulation. 🔹 Prepare for higher traffic: handling precise, persistent inbound agent traffic for refunds, returns and billing inquiries. 🔹 Evolve your CX: structuring your differentiators so machines can understand and value them. 🔹 Keep the human touch: making sure consumers always have a seamless path to a person when it matters most. 👉 Read the blog here: https://lnkd.in/eQ6txUmS How is your organisation preparing for the agentic commerce era? I’d love to hear in the comments. #AgenticCommerce #CustomerExperience #AI #CX #DigitalTransformation

Multilingual does not mean localized 🌍 While voice AI models are projected to grow into a $47.5B industry by 2034, many global brands are at risk of repeating the mistakes of early outsourced call centers: creating a total disconnect in culture, tone, and context. In my latest piece for @TechRadar Pro, I break down why localization - not just translation - needs to become a core benchmark for evaluating Voice AI performance. A few key takeaways: • Beyond translation: Speaking the same language isn't the same as understanding the customer. • The Trust factor: Minor cultural missteps in voice AI lead to friction and damage brand perception. • Human-in-the-loop: Successful AI models require continuous refinement with market-specific feedback from local teams. At the end of the day, speaking different languages gives Voice AI global reach, but mastering customer context and culture gives it business impact. The market leaders won't just deploy multilingual models, they will deliver locally resonant customer experiences. Read the full article on TechRadar Pro below: 🔗 https://lnkd.in/e3UhbxPH #VoiceAI #CustomerExperience #CX #Localization #EnterpriseAI #Konecta

For too long, workplace IT has been treated as a reactive support function. Today, Konecta's first-time recognition as a Major Contender in Everest Group’s Digital Workplace Services PEAK Matrix® Assessment 2026 in Europe marks a pivotal shift in how we approach the enterprise workplace. This first-time inclusion validates our core strategy: bringing the consumer-grade care standards of our 25-year CX heritage into the employee experience. Through EX-CX convergence, we are eliminating digital friction. We are shifting from reactive ticket-fixing to proactive, AI- and data-driven service delivery. From supporting 4,000 corporate HQ employees and 1,000+ stores with zero downtime, to partnering with industry leaders like Lenovo and Nexthink for real-time Digital Employee Experience (DEX) intelligence. Technology powers the workplace. But people drive performance. Check out the recognition: https://lnkd.in/egYnqXNr Prabhneet Kaur Florence N. Ivar Erm Alvaro Paredes Edwin A. Suárez Gutierrez

What does the future of customer centricity look like? Explore the trends and strategic shifts shaping tomorrow's customer experience. Download Konecta's latest position paper for fresh perspectives and actionable insights.

Delivering great customer experiences is becoming more complex. Rising expectations, digital transformation, and AI are redefining how businesses engage with their customers. Explore what this means for your CX strategy in our new position paper.

AI is transforming customer experience, but technology alone isn't enough. Explore how businesses can combine innovation, human expertise, and customer-centric strategies to deliver more meaningful experiences. Get the insights in our latest position paper. ⬇️