We close 2025 with the feeling that we have taken firm steps toward consolidating MST Holding as a group that combines technology, expertise, and a strong service-driven vocation. Throughout the year, we have strengthened our operational capabilities, expanded our value proposition into strategic sectors—with a particular focus on banking and international services—and received recognitions that validate our model: human-centered, multichannel, and increasingly enhanced by artificial intelligence and vertical specialization.
Recognized Transformation: Awards and Distinctions
The precedent was set at the end of 2024, when we received the Bronze Award at the European Contact Centre & Customer Service Awards (ECCCSA), a milestone that reaffirmed our approach to strategic transformation alongside our clients.
In 2025, we took an even greater leap forward.
Not only were we finalists in three ECCCSA categories—reinforcing our position as an innovative company focused on excellence and strong partner relationships—but we also achieved one of the most significant recognitions of the year:
🏆 Silver Award together with Costa Cruises in the category Best Employee Experience
This award is a clear endorsement of our commitment to talent, team wellbeing, and the creation of motivating work environments.
The project developed with Costa Cruises demonstrates that when culture, leadership, innovation, and care for people are aligned, the impact is extraordinary—both in employee satisfaction and in the final customer experience.
This achievement positions MST Holding as a European benchmark in initiatives that enhance employee experience and operational performance.
These recognitions consolidate our position in the industry and underscore the robustness of our service model.
New Units and Sector Specialization
One of the key milestones of the year has been the consolidation of the BBI (Business Banking Innovation) unit, designed to support financial institutions with specialized services that combine sector expertise, secure processes, and highly skilled teams. This unit reflects our commitment to vertical solutions that integrate talent, technology, and deep industry knowledge.
Applied Innovation: AI and Commercial Tools
Throughout 2025, we continued to integrate artificial intelligence solutions that amplify our agents’ capabilities: sales assistants, real-time orchestration, and advanced analytics that optimize outbound campaigns, retention, and customer experience. These tools enable more agile, personalized, and effective interactions, without losing the human component that defines MST Holding.
Talent, Culture, and Internal Recognition
Recognizing talent has been another constant. This year, our internal motivation and positive reinforcement initiatives were externally acknowledged, showing that our organizational culture—based on commitment, collaboration, and excellence—is also valued by the industry.
International Presence and Client Collaboration
We maintained an active presence at major industry forums, both nationally and internationally, showcasing our solutions and gathering key market trends. Projects delivered with our clients have generated tangible improvements in satisfaction, efficiency, and first-contact resolution KPIs, strengthening trusted relationships and creating success stories that can be replicated in new contracts.
Sustainability, Compliance, and Security
Regulatory compliance and data protection have remained non-negotiable pillars. Throughout the year, certifications, controls, and protocols were reinforced (including PCI DSS and GDPR in critical functions), ensuring secure and reliable operations for our clients—often in highly regulated sectors.
Looking Ahead to 2026: Priorities and Purpose
Our purpose remains unchanged: to combine cutting-edge technology and committed talent to deliver memorable customer experiences and achieve sustainable, responsible growth.
Closing the Year
If there is one conclusion to draw as we close the year, it is that MST Holding’s success in 2025 is not the result of a single action, but of the cumulative work of teams, clients, and partners who have embraced innovation with sound judgment. We are grateful for the trust of our clients and collaborators, and we will continue to invest in people, processes, and technology to ensure that 2026 is, once again, a year of excellent service and responsible expansion.