Creating Lasting Impact in the Area of CX – 2024 Review by Ewa Czarnecka, CEO of VCC
The past year has been a significant time for VCC – a period of dynamic changes, strategic decisions, and challenges that enabled us to expand into new areas.
2024 was a year of progress, transformation, and tough but necessary decisions. While we continued to push forward with innovation and strategic expansion, we also had to navigate the obstacles that tested our adaptability and resilience. Through it all, we demonstrated how effectively AI-powered technologies can be combined with the expertise of our team to achieve ambitious goals and deliver tangible value to our clients.
Ewa Czarnecka, CEO of VCC, shares her reflections on the key achievements, responses to evolving customer needs, and challenges that shaped the organization over the past year. She also explores the trends that will drive growth in the customer service industry in 2025. We invite you to read on and join us in reflecting on the past year through the lens of successes, lessons learned, and our ongoing commitment to creating exceptional customer experiences and building lasting value in the area of CX.
How VCC Achieved Its Growth Goals in 2024?
2024 was another remarkable year of growth for VCC, marked by achievements across various dimensions. We reached several key milestones that underscore our commitment to excellence and innovation:
- the implementation of cutting-edge technological solutions and streamlined organizational strategies within the CX space,
- the initiation of new, high-impact projects and the signing of pivotal contracts,
- the successful execution of numerous internal initiatives focused on enhancing our organizational capabilities.
Throughout 2024, we prioritized accelerated growth, a flexible and adaptive approach to task execution, the development of expertise, the deepening of know-how, and a forward-thinking portfolio tailored to meet the evolving needs of businesses and their customers in an ever-changing landscape.
How VCC Delivered on Client Expectations in 2024?
In 2024, clients were in search of comprehensive solutions and partners capable of seamlessly integrating consulting, automation, and operations to achieve optimal outcomes. The demands of both Polish and international companies continued to rise, with managers prioritizing high-quality standards, end-to-end process management, security, trust, and simultaneously lowering operational costs.
Our answer has been, and remains, tailored, client-centric solutions that blend advanced AI-powered technologies with the expertise and engagement of skilled professionals. These solutions are focused on delivering impactful execution and measurable business results for our partners.
Clients required rapid response times, flexible project scalability, and adaptability to changing conditions. In addition to delivering superior service, we also took on the role of trusted advisor, consistently identifying and addressing areas for optimization. To meet these expectations, we proactively introduced advanced technological tools and services, including voicebots, microservices, RPA solutions, and digital assistants, designed to support both operational teams and internal processes.
We also refined our operational models and project management methodologies to align with evolving needs. Through close collaboration, we proposed numerous enhancements and process innovations that were successfully implemented within our partners’ internal workflows. This approach enabled us to streamline entire operations, improve project outcomes, and elevate the customer experience across all stages of the customer journey.
Our efforts in 2024 resulted in 20 million handled cases across various communication channels.
The Importance of Security
Security remains a critical focus in VCC’s conversations with clients and during ongoing tender processes. The responsible management of personal data and sensitive information, alongside robust system security to ensure business continuity, are areas where VCC has developed proven and highly valued solutions. In 2024, we made additional investments and successfully completed numerous audits.
Looking ahead to 2025, we plan to continue the process of modernization and standardization. In our industry, this is an ongoing journey—solutions must continuously adapt to evolving realities, the rapid advancement of technology, and the increasing threats posed by cybercrime.
A Year of Growth, Learning, and Bold Decisions
The high expectations and new projects in 2024 brought VCC not only successes but also significant challenges, necessary changes, and bold business decisions. However, we do not shy away from tough situations. I believe they strengthen the company and enable VCC to deliver even better solutions and genuine business partnerships. In this regard, 2024 was an excellent year for us—we gained invaluable experience and expert knowledge across many areas.
In 2024, we not only scaled up our operations but also significantly enhanced our competencies in key domains, such as customer service, sales support, and the execution of specialized back-office processes (e.g., AML/KYC for the financial sector or product catalog management for e-commerce). We also expanded our expertise and know-how in supporting departments, including digital marketing, business analytics, IT, security, and HR. Additionally, we improved procedures and optimized operational models, further strengthening our organization.
What Customer Service Trends Will Define 2025?
As we approach 2025, we can anticipate an even greater emphasis on transformation. More processes will be automated, and operational activities will undergo significant changes and enhancements. Service recipients—both consumers and business clients—will continue to demand personalization, speed, and direct, high-quality interactions.
The key will be to skilfully and thoughtfully integrate all available options into effective and optimal solutions that meet the evolving needs of businesses and their customers.
Author: Ewa Czarnecka, CEO, OEX VCC.