Challenge

The CX team faced several encounters in their learning and development processes that hindered engagement:

• Lack of engaging e-learning materials: Existing training content was static and failed to capture learner attention or promote interaction.
• Unstructured onboarding journey: New agents lacked a clearly defined path to guide them through essential knowledge and skill development.
• Limited ongoing learning support: There was no dedicated learning experience management system or digital "co-pilot" to sustain continuous learning and engagement.

These gaps resulted in inconsistent knowledge levels, slower onboarding, and reduced learner motivation across the CX team.

SOLUTION

To overcome these challenges, DPD Schweiz integrated Asendio into its CX operations as a learning experience management platform and engagement co-pilot. The platform introduced structure, interactivity, and motivation into the learning journey, transforming how agents learn and grow. The onboarding and training program was redesigned with clear progression and diverse, interactive components, including:

A key feature of Asendio's implementation was its gamification engine, which rewards agents with experience points (XP) for each completed learning interaction. This system transformed training into an engaging, goal-oriented experience, motivating agents to participate actively and track their growth over time.

IMPACT

The integration of Asendio resulted in significant improvements across training quality, engagement, and performance metrics:

with agents highlighting interactivity, clarity, and motivation as major benefits DPD Schweiz successfully cultivated a culture of continuous learning and engagement, where agents are motivated to develop their skills proactively and consistently deliver outstanding customer experiences.

Conclusion
Through the integration of Asendio, DPD Schweiz transformed its CX team’s learning journey from static to dynamic, from compliance-driven to engagement-focused. The combination of structured onboarding, interactive learning design, and gamified engagement empowered agents to learn with purpose and enthusiasm, setting a new standard for digital learning excellence in customer experience operations.