Challenge

In today’s fast-moving customer experience (CX) industry, traditional onboarding and training methods often fall short of keeping employees motivated, engaged, and ready for the fast pace of service operations.
For SPEEEX, a rapidly expanding leader in customer experience solutions, this challenge was critical. New hires faced information overload, inconsistent engagement, and at times, early disengagement - even before their first working day.
To maintain high standards and scale sustainably, SPEEEX needed a modern learning ecosystem - one that could accelerate onboarding, strengthen capability, and nurture a culture of continuous learning and growth.

Solution

Asendio Powers Smarter Learning To meet these needs, SPEEEX partnered with Asendio, integrating its AI-driven Learning Experience Platform (LXP) to transform its approach to learning and employee development. With Asendio, SPEEEX introduced personalized learning paths, microlearning, and smart coaching to create a more engaging, efficient, and performance-oriented training experience. Key innovations include:

• Personalized Learning Paths: Every employee follows a learning journey tailored to their role, performance data, and career goals.
• Interactive Microlearning: Bite-sized lessons designed for fast learning, improved retention, and better engagement.
• Gamification: Points, badges, and challenges make learning fun, motivating, and measurable.
• Smart Coaching: Real-time feedback and AI-powered coaching help advisors strengthen essential soft skills, improve tone and empathy, and enhance overall communication quality.

New Hire Orientation

A Smarter Start

SPEEEX’s New Hire Orientation Program is at the heart of its learning transformation.
The program features 13 interactive courses combining technical knowledge with the development of critical soft skills, such as:


• Empathy and emotional intelligence
• Active listening and communication
• Conflict resolution and de-escalation techniques
• Time management and accountability
• Adaptability and growth mindset


Delivered through multimedia lessons, real-world simulations, and reflective exercises, this onboarding experience gives new hires the confidence and clarity they need to succeed from day one.

Gamified learning and smart coaching ensure that employees stay motivated while building a deeper understanding of customer engagement best practices.

Coaching

From Feedback to Empowerment

One of the biggest success stories has been the evolution of coaching.
Through asendio’s Smart Coaching, SPEEEX turned traditional post-training evaluations into continuous, data-informed performance coaching.

Supervisors now receive actionable insights on employee progress, strengths, and development areas - allowing them to provide targeted, real-time support.

As a result, coaching sessions have become more meaningful, focusing not only on performance metrics but also on personal growth, communication style, and emotional intelligence.

The impact has been clear: higher motivation, stronger communication quality, and a measurable boost in key customer service outcomes.


Coaching has become one of the most successful and transformative elements of the entire learning ecosystem.

Continuous Learning

Refresh, Reinforce, and Grow Beyond onboarding, SPEEEX is committed to continuous learning through refresh courses available to all employees. These modules ensure knowledge stays current and relevant across all operational levels. The refresh content includes:

• Soft Skills Mastery: Regularly updated courses to strengthen empathy, teamwork, and adaptability.
• GDPR & Data Protection: Refresher training ensuring full compliance with customer data handling and European privacy standards.
• Compliance & Ethics: Reinforcing company policies, responsible communication, and ethical customer engagement.
• Process Updates & Product Knowledge: Keeping advisors aligned with the latest internal changes and service offerings.

This ongoing approach ensures that learning doesn't stop after onboarding - it evolves with the business and the people behind it.