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At Axendi, we operate in an environment where customer expectations evolve faster than ever. That’s why building services based on specialization, technology, and a flexible approach to projects is so important to us. This is exactly what Ewa Czarnecka, CEO of Axendi, talks about in her interview for Forbes Polska.
In the conversation, she shares insights into our growth: the shift from a traditional contact center model to an organization that combines consulting, multilingual BPO services, and advanced AI-driven solutions. She also discusses the challenges behind our rebranding, the development of new technologies, and the company’s rapid expansion — as well as why the most demanding projects often turn out to be the most rewarding.
It’s a valuable read for companies looking for practical guidance on service quality, automation, team scalability, and a thoughtful approach to customer experience.
We invite you to read the full interview published by Forbes Polska.
High expectations from our clients are a sign of trust—and a source of inspiration. They allow us to design unique, innovative projects and deliver real business outcomes, says Ewa Czarnecka, CEO of Axendi Sp. z o.o.
2024 was a pivotal year for Axendi. What changes took place in your company, and how did they influence its development?
Ewa Czarnecka: In recent years we have been growing very dynamically. By expanding our client portfolio, we achieved stable double-digit financial growth year after year. The company also strengthened relationships with existing clients—broadening the scope and scale of cooperation and offering an extended range of services.
Last year was record-breaking in terms of results, and riding this momentum, we began introducing new solutions to our offering. We accelerated particularly in the areas of technological development and specialized BPO services.
We also decided it was the right time to change the company name to one that better reflects what we actually deliver. That moment coincided with preparing a new strategy. That is how Voice Contact Center evolved into Axendi.
We continue to grow, we are increasingly engaged in international expansion, and we are acquiring clients not only for contact center services but also in BPO and technology—mainly in voicebots, AI agents, and a wide range of assistant-style solutions supporting operations.
Our previous name was too strongly associated with a single service category, which often confused potential clients or limited our sales opportunities.
Axendi offers tailor-made customer experience solutions—from consulting, to implementing effective technologies, to executing complex end-to-end processes.
We run multi-layered CX projects across all contact channels. We deliver BPO services covering back-office and middle-office tasks, including highly specialized projects such as KYC/AML for the banking sector.
The share of technology-driven services and revenue continues to grow. Our portfolio includes advanced commercial implementations—mainly automation of customer interactions using LLM-based voicebots and AI-driven assistant solutions.
At the same time, in the contact center area we maintain a strong pace, introducing automation and providing specialized operational teams serving customers in more than a dozen languages.
All of this encouraged us to carry out a rebranding and create a new narrative—one that better reflects who we are today and where we’re heading. Now, in 2025, it’s time to update Axendi’s strategy and prepare a long-term development plan and business scenario for the coming years.
This year is dedicated primarily to strengthening our market position and implementing our new strategy so that by 2028 we can continue to grow rapidly and further reinforce our business value.
Building client relationships often requires individual care, flexibility, and compromise. Is it difficult to meet such expectations?
Ewa Czarnecka: Although this personalized approach requires significant effort, it is deeply rooted in our DNA. In every process we manage, we act according to values that have defined us for years.
We are growth-oriented, we build strong know-how, and we use it to adapt to each client’s specific needs.
From the very first tender stage—when we begin conversations with a company that is still completely new to us—we focus on understanding the business context, providing guidance, and showing possible directions based on our experience.
Once the project enters the execution phase, we work hard not only to run it effectively but also to continuously improve it—optimizing, enhancing quality, and increasing efficiency. We monitor processes closely to ensure we deliver the highest level of service—both within our organization and on the client’s side.
This is why we successfully implement comprehensive projects for many industries. It gives us a stable client portfolio. Thanks to strong specialization, flexibility, and the commitment of the Axendi team—combined with our focus on real business outcomes—we earn our clients’ satisfaction, and with that comes trust and loyalty.
This is the foundation for the company’s further growth.
Returning to your new strategy and upcoming plans—will much change?
Ewa Czarnecka: Until now, we operated in an interdisciplinary and largely opportunistic way. Now, we want to focus on specific specializations—areas with the greatest business potential and where our experience and offerings fit best.
Our business is now organized into three main lines:
These are our focus areas.
We are also prioritizing international expansion, especially multilingual services. Another strategic direction is expanding our capabilities in AI agents and AI-powered assistant solutions.
Based on in-depth analysis across all business lines, we decided to focus on three key verticals:
These sectors will receive the largest share of our investment and development efforts.
Technology evolves rapidly—do you feel the pressure of competition?
Ewa Czarnecka: Our main goal is to strengthen our market position. Today, leveraging AI in business is no longer optional—it is essential.
We actively propose such implementations to our clients, helping them adopt modern solutions safely and effectively. This support is extremely valuable to them—they feel more confident exploring new technologies with us by their side.
This allows us to maintain long-term relationships with clients who receive ongoing advisory, are continuously exposed to innovative solutions, and receive support in their transformation.
Our offering is unique. We build technology based on real operational challenges, delivering products and services that directly solve concrete business problems. Often, we start by implementing a solution internally, validate it in practice, and only then offer it to clients.
As our offering expanded, we began competing not only with other contact centers but also with technology companies and consulting firms running transformation and optimization projects.
We aim to be a strong alternative to large international BPO and CX organizations.
When it comes to multilingual services, we address the needs of clients from international markets by positioning Axendi as a boutique center that provides top-quality service and efficiency—supported by innovative technologies and strong organizational expertise—on a par with large corporate players.
Our strength lies in being close to the client, responding quickly and flexibly, and maintaining a highly individualized approach.
It is also worth emphasizing that Poland is one of the strongest BPO markets in the world in terms of competence, experience, and specialization. We still have enormous recruitment potential, especially when it comes to skilled, multilingual professionals.
What measurable benefits do companies gain from working with you?
Ewa Czarnecka: We have 16 years of experience backed by a strong track record. Our know-how guarantees the best tailor-made solutions—perfectly aligned with each client’s business specifics and expectations.
We focus on outcomes. We are not just a service provider or an outsourcing vendor—we are a true business partner.
Our goal is to deliver solutions that help companies achieve their business objectives, grow, strengthen their operations, and transform effectively.
We treat technology as a tool to empower teams, streamline processes, and deliver measurable results.
And we strongly believe that this is the only approach that truly makes sense.
