Company
Team
For Axendi, 2025 was a year of consistent execution of our chosen strategy while carefully responding to a changing market environment.
We operated in conditions that required flexibility and efficient operational decision-making, while remaining aligned with our long-term plans and clearly defined development direction.
This combination allowed us to continue improving and delivering value to our clients, our teams and the organization as a whole, while maintaining strategic consistency.
A year of particular importance for Axendi
The past year was a turning point for Axendi. In June we completed our rebranding — not merely a visual change, but a natural stage in the organization’s maturity and a clear signal of the direction we are taking as a company.
At the same time, we developed a new strategy and business plan for 2026–2029. We focused on expanding more advanced and specialized services in contact center as well as back- and middle-office operations, built around three pillars: Advisory, Technology and Delivery.
We also clearly defined our vertical specializations, in which, based on operational experience and expert knowledge, we build long-term value for clients: E-commerce & Retail, Banking & Financial Services, and Health & Medtech.
We continue to invest in technology, delivering solutions that support customer service operations, business processes and operational efficiency and quality. Our goal is to support our partners’ digital transformation, help them achieve their business objectives and ensure the ongoing development of Axendi.
Alongside strategic work, we consistently delivered operational objectives. We maintained stable growth, expanded our service offering and team competencies, improved operating methods and strengthened security standards. A key milestone was the implementation of ISO 27001, reinforcing our approach to information protection and confirming our focus on quality, efficiency and operational security.
A year of challenges and intensive work
Axendi’s activity is closely linked to the sectors in which our clients operate. Changes affecting their businesses translated directly into our operational scale and performance. Clients’ strategic decisions — including increasing automation, corporate consolidation and evolving operating models — required attentiveness, flexibility and the ability to adapt quickly.
At the same time, we carried out strategic work, launched new services and products, delivered development projects and started new operations. With a relatively flat organizational structure, this created a significant workload for management and key teams.
In retrospect, we know this effort was necessary and valuable.
We are entering 2026 with a solid plan, a coherent and expanded offering, strengthened teams and readiness to pursue ambitious goals.
New clients and implementations
2025 brought new projects and partnerships, confirming the effectiveness of our strategy and our capability to implement complex solutions for both new and existing clients.
We acquired eight new clients, including major contracts with leading brands in our strategic verticals. We initiated new cooperation in each of our three key segments: banking, retail and healthcare.
We also expanded cooperation with existing partners. Through upselling initiatives we launched ten additional projects and broadened the scope of several ongoing ones. Among others, we implemented AML processes for a banking client, deployed service voicebots for medical and insurance organizations, and expanded services, markets and language coverage for e-commerce clients.
We implemented multiple technology solutions supporting both client processes and operational teams, including voicebots, MS Teams-embedded knowledge assistants, self-service solutions and analytics tools.
We continued developing our operational platforms:
- Gutenberg,
- Rosetta,
- Deming
- Agner
- advanced the transformation of Primebot.
We are implementing effective AI agents and assistants supported by proven technologies that combine operational efficiency with quality customer experience.
People, values and organizational culture – our DNA
People and values remain the foundation of Axendi. A culture based on responsibility, trust and cooperation enables us to pursue ambitious goals in a sustainable way. In 2025 the importance of team integrity, mature leadership and full engagement across all levels of the organization was particularly evident.
We apply the same approach to our client relationships. We treat our clients as business partners, stay close to their core operations, listen carefully, understand the industry and operational context, and proactively recommend solutions that genuinely support their organizations and business objectives.
This allows us to go beyond the role of a service provider and build relationships based on trust, values and shared purpose.
People development as a foundation of stability
The industry we operate in is demanding, which is why we consistently place people at the center — focusing on working conditions, operational stability and a sense of security within our teams.
We promote a positive working environment, a culture of feedback, talent development and continuous improvement. Our work is guided by values such as openness, transparency, integrity, flexibility, experience and development.
In 2025 we carried out development and training programs including:
- Team Leader Academy,
- Internal Trainer School,
- Leadership Academy,
- KPI Academy,
- Let’s GROW program supporting advisors’ soft-skill development.
We also organized knowledge-sharing sessions in which managers presented implemented process improvements developed together with the technology team.
We place strong emphasis on the quality of recruitment and focus not only on competencies but also on candidate potential. We also conducted a comprehensive managerial assessment to support future development programs and strengthen management quality and expertise.
We implemented social and community initiatives, including support for people experiencing homelessness and local charitable activities, and strengthened cooperation with universities and local institutions in Lublin through educational initiatives and skills-development projects.
Our approach is reflected in employee engagement results — in 2025 ECSAT increased by four points and voluntary attrition decreased by 4% compared to 2024.
Awards and recognition
In 2025 Axendi received seven international awards and recognitions confirming the effectiveness of our solutions, our innovative project approach and the development of technological and operational competencies. These included:
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AI Agent Product of the Year for Gutenberg (TMC),
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Diamenty Forbesa,
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Polish Innovation Award,
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Gazele Biznesu,
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European Contact Centre & Customer Service Awards finalist (IKEA project),
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Polish National Sales Awards – Sales Trainer,
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Polish Contact Center Awards – Best Trainer.
ESG – responsible decisions
We consistently incorporate ESG considerations into our business decisions. We support social responsibility, diversity and inclusion, and operate ethically, transparently and in full compliance with regulations. We select modern office environments and implement initiatives that reduce environmental impact.
We treat responsibility in business as part of a long-term management approach.
Looking ahead to 2026
We enter 2026 as a more mature organization, strongly grounded in values, equipped with a clear business plan and better prepared to achieve ambitious goals in a dynamic environment.
The experiences of the past year strengthened our operations and confirmed that development based on responsibility, partnership, efficiency and quality is the right direction.
We will continue investing in people — their competencies, talents and emotional intelligence — while expanding our training and development initiatives. At the same time, we will further develop our technology offering in line with market needs and future trends.
Since 2019 we have been investing in AI-supported solutions, developing voicebots, chatbots and AI assistants supporting customer service, business processes and operational excellence. In 2026 we will continue the intensive development of proprietary technological solutions, implementation of new technologies within our ecosystem and scaling deployments for both clients and internal operations.
For us, technology and advisory are integral parts of our operating model, not an addition to services.
The coming year will be demanding but also rewarding. We expect to reach further milestones on our path of development, stabilization and sustainable growth.
