'ECO': ECOM Mexico’s new virtual people partner

At ECOM Mexico, we faced an important question: How could we best disseminate information to our approximate 1,300 employees? With a team this size, sharing important information wasn't the only challenge– understanding their experiences and maintaining a close dialogue with them proved just as difficult.

To address this challenge, the Human Resources team in Mexico created ECO, an AI-powered Virtual People Partner designed to strengthen the connection with our employees, enhance their experience, and create new opportunities to listen to their voices.

Available through WhatsApp, a tool already widely used by our employees in the country, ECO brings the HR experience directly to their fingertips. Through a simple and intuitive conversational experience, employees can access relevant information, receive real-time answers to their questions, participate in surveys, and stay up to date on company initiatives, programs, and resources. All of this is delivered while ensuring information security and providing a trusted user experience.

What does 'ECO' mean?

The name itself reflects its purpose. In Spanish, the word “eco” means “echo,” the phenomenon through which a sound is repeated and travels farther. Inspired by this, ECO was built to amplify employee voices, giving their questions, ideas, and needs a more accessible channel, and helping that exchange of information reach further across our business.

Bringing ECOM’s Values to Life

More than a technology tool, ECO represents a way to put our values into practice and contribute to a better employee experience for everyone:

• Collaboration, by facilitating information sharing and creating new ways for people, teams, and different areas of the organisation to connect.

• Innovation, by leveraging technology to simplify processes, provide faster answers, and bring resources and information closer to those who need them.

• Excellence, by offering a more efficient and accessible experience, helping employees find reliable information when they need it.

• Integrity, by providing a channel built on consistent information aligned with company processes and guidelines, strengthening trust and transparency.

• Inclusion, by making information and support accessible to all employees, promoting a more equitable and connected experience.

ECO demonstrates how local ideas can become innovative solutions with the potential to inspire other regions across ECOM. By combining business knowledge, employee experience, and technology, the initiative addresses real employee needs and shows how people-centered innovation can create value throughout the company.

With this new chapter, we are taking another step toward a more connected organisation, where information flows more effectively, voices are heard, and technology is put to work in service of people.