Axendi

Customer engagement at scale is no longer about adding capacity — it’s about designing systems that can flex under pressure while still creating meaningful connections. This session argues that scalable engagement requires the right balance of omnichannel design, automation, and employee empowerment. To illustrate, we will explore the experience of one of Europe’s largest ecommerce marketplaces, where a 6-year-long partnership with an external CX provider expanded in line with the company’s rapid growth. What began with support through a single channel evolved into five channels —e-mail, chat, callback, helpline, and Messenger— and three languages, reinforced by advanced analytics, automation, and a workforce of more than 450 agents. In a defined measurement period, the operation achieved standout results: service level reached 111% of the client’s target, quality stood at 92.6%, and NPS exceeded the client’s benchmark, averaging 100.95%. Even during a peak season with almost 40% higher customer service hours, NPS increased by 1.1%. The audience will gain practical insights into building engagement ecosystems that scale with business growth while protecting loyalty, quality, and employee motivation.

Key Objectives / Learning Outcomes: • Understand how to scale customer engagement from one channel to a true omnichannel ecosystem. • Discover how technology and automation (voicebots, GenAI, advanced analytical tool) can support personalization, service quality and efficiency. • Learn how motivational and training systems reduce attrition and enhance employee-driven CX. • Explore how structured feedback and reporting translate into measurable improvements in NPS, quality, and loyalty.