Customer Success at the heart of DiXiO: How we combine expertise and agility to empower our clients

Brussels, November 7th–During this new edition of The DiXiOffice, Christophe Moreau, Head of Customer Success at DiXiO, shares how our company built and strengthened its Customer Success department — from early foundations to a true company-wide mindset. Read on to explore how this journey took shape.

“When I joined DiXiO a bit more than a year ago as Head of Customer Success, I brought with me years of experience at Swift, the global leader in financial messaging. Moving from such a large organization to a fast-growing FinTech like DiXiO presented unique challenges and opportunities. It was exciting to see that even before my arrival, Customer Success was already the backbone of the company.

DiXiO was born during the COVID era, fully remote, yet had already built Serenity, a business and technical support service for Swift users. Serenity ensured that clients could rely on continuous, expert assistance by our SwiftNet certified experts while navigating complex and critical operations. From the very first days of DiXiO, the DiXiO Academy was created to train our experts, ensuring deep technical and business knowledge in every interaction. Collectively, our team brings together decades of Swift expertise, a testament to the depth of knowledge that drives everything we do.

As DiXiO grew, we launched the Smart Messaging Platform (SMP), a cloud-based PSCF compliant solution hosting all types of Swift connectivity, and offering innovative services such as Swift Essentials and Smart Rails, designed to simplify host-to-host integrations and enable future API-based financial services to optimize financial institutions’ cross-border payments. Supporting these critical infrastructures required a robust Customer Success department.

Bringing my experience from Swift allowed me to transfer best practices in Customer Success to a smaller, more agile organization. We implemented a new ticketing system fully integrated into our existing CRM, launched a customer portal, introduced AI functionalities, defined clear processes, and incorporated automation for incident management and implementations. What truly makes these initiatives successful is the incredible collaboration between all DiXiO teams — from engineering to delivery to sales — working together with a shared commitment to our clients’ success. By combining structured processes with highly skilled Swift and Security-certified experts, we ensured clients receive reliable, expert support, even as demands grow.

What makes DiXiO unique is that we assign experts based on customer needs, focusing on experience and expertise rather than geography. Even as a smaller company, we now have the capability to absorb large variations in client needs and workloads, a critical advantage for a fast-growing FinTech.

Reflecting since I joined DiXiO, it’s clear that Customer Success is more than a department at DiXiO, it’s a mindset. That mindset is reinforced every day by the strong collaboration and mutual trust between teams, which ensures we deliver consistent excellence, even in complex and critical environments. By combining world-class experience from Swift with the agility and focus of a smaller company, we’ve built a team capable of supporting clients through major changes, from Swift messaging API migrations to ISO 20022 adoption.

We remain committed to evolving our practices, learning from our peers, and ensuring that our clients feel supported at every step.” Christophe Moreau – Head of Customer Success at DiXiO.