Foundever

The CX market is moving from AI experimentation to execution—and the way providers are evaluated is shifting with it. Foundever has been named a Leader in Everest Group's 2026 CXM Services PEAK Matrix® Assessment – Americas, marking the 14th consecutive year of Leader recognition. Everest Group's assessment highlights Foundever's diversified delivery footprint, continued investment in AI-enabled CX capabilities through its EverTech technology stack, and increasing use of outcome-based commercial models—including gainshare, cost-per-resolution, and automation-linked pricing. "Clients increasingly expect AI to work within live operations, integrate with their existing technology and deliver measurable outcomes," said said Benoît Leclercq, CEO of Foundever. "Our focus is on turning AI into practical operational capability that improves customer and agent experiences and delivers outcomes that matter to our clients." 👉 Read the full press release: https://lnkd.in/ezBD-cVV #Foundever #CX #PEAKMatrix

La Ley SAC es una realidad. Y en Foundever nos aseguramos de estar siempre un paso por delante. Ayer, junto con la AEERC- Asociación Española de Expertos en la Relación con Clientes en el marco de la #SemanaDelContactCenter2026, celebramos una mesa redonda que reunió a referentes del sector para reflexionar sobre lo que esta normativa implica realmente para la atención al cliente. Un momento especialmente destacado fue contar con la participación de Gema Marin Eizaguirre, VP Operations y Country Leader de Foundever en España, quien compartió la visión y el compromiso de Foundever para anticiparse a los retos que plantea esta normativa. Un reconocimiento a Rodríguez José Francisco , Daniel Rendon Molero e Ismael Laguna por su generosidad, su conocimiento y por hacer de esta sesión algo verdaderamente valioso. A la AEERC por confiar en Foundever para impulsar este tipo de iniciativas. Y, por supuesto, gracias a todos los que os acercasteis. Sin vosotros, nada de esto tendría sentido. En Foundever seguimos comprometidos con liderar la conversación del sector, anticiparnos a los cambios y acompañar a las empresas en cada reto que se presente. #LeySAC #ContactCenter #AtenciónAlCliente #Foundever #AEERC #SemanaDelContactCenter2026

We are pleased to welcome Pierre Barrial as the new Chief Executive Officer of Foundever®, effective October 12, 2026.   Pierre brings more than 30 years of experience leading global, technology-driven businesses through growth and transformation — most recently as President & CEO of IDEMIA, operating across 82 countries. He is a proven leader who combines strategic clarity with a deep commitment to people.   At Foundever®, Pierre will focus on:   ✦ Deepening partnerships with our clients  ✦ Advancing how we bring human expertise and AI together  ✦ Keeping employee experience at the center of everything we do   This is an important and exciting moment for Foundever® — and we look forward to the journey ahead with Pierre at the helm. #Foundever #Leadership #CX #CustomerExperience #CEOAppointment

91% of CX leaders are under pressure to implement AI. And 43% say their current partner's AI capability is their biggest complaint. Those two numbers shouldn't coexist. But they do, across every industry we surveyed. The leaders closing that gap aren't waiting for a perfect AI strategy. They're starting with the right structure around it — and proving value in weeks, not quarters. One specialty insurer cut average handle time 15% in 30 days by embedding AI into how agents already worked with no CSAT drop and no compliance issues. We surveyed 221 senior CX decision-makers across eight industries to find out what's working and what's stalled. The full guide breaks it down, industry by industry. Get it here: https://lnkd.in/erKrPc83 #Foundever #CX #ContactCenter

Foundever is a Sponsor at CCW Europe 2026! CX transformation plans rarely fail on strategy. They fail on execution — specifically, the first 30 days. We're running a workshop built around exactly that problem: how do you turn a solid plan into something your operation can actually deliver? Find us at Stand 54, Main Hall, across all three days. #Foundever #CX #CCWEurope

Small QA samples don't surface patterns until they're already problems. Most contact centers formally review 1–2% of customer interactions — leaving the other 99% unmonitored. Coaching decisions, performance gaps, risk flags — all of it gets decided from that slice. AI-driven QA changes the math. Scoring 100% of interactions against a consistent rubric means teams aren't guessing what's typical — they can see it. And when human coaches focus on what the data flags, feedback gets sharper and more specific. The case for full interaction QA — what it catches, what it changes, and why the best models still pair automation with human judgment — is in the link below. 👇 https://lnkd.in/ekWfqXfS #Foundever #CX #QA

Where does your CX operation actually sit on the agentic AI maturity curve? The answer probably isn't one level—it's several, running in parallel. That's expected. The mistake is assuming every journey should progress at the same pace. With ISG, we mapped four levels of agentic AI maturity for CX operations: ☑️ Level 1: Rule-triggered — routing, threshold-based refunds ☑️ Level 2: Model-driven — summaries, next-best-action recommendations ☑️ Level 3: Goal-driven — end-to-end issue resolution spanning multiple systems ☑️ Level 4: Utility-based — optimizing across cost, churn risk, and customer value dynamically The strategic work isn't climbing to Level 4. It's matching each journey to the right level of execution authority based on risk, complexity, and business value. One clear signal of where you stand: if agents are still manually connecting CRM, billing, and fulfillment to resolve a single issue, the operation hasn't reached goal-based execution yet—even with advanced AI tooling in place. 👉 Read the full whitepaper: https://lnkd.in/eaiDgCeZ #Foundever #CX #AgenticAI

AI and automation have made trust and safety scalable. But the idea that we're close to fully automating content moderation overstates where the technology actually is. Current AI tools are effective at specific, well-defined tasks—detecting known abuse, enforcing clear policy violations, and routing ambiguous cases to human reviewers. They handle volume. They reduce moderator exposure to harmful content. They speed up response times. Where they fall short: nuance, cultural context, sarcasm, novel threats, and the ability to explain their own decisions. GenAI adds speed and language processing capability, but it also introduces bias from training data, opaque decision-making, and feedback loops that can reinforce errors quietly over time. The regulatory landscape is tightening too. Legislation like the EU's Digital Services Act demands transparency and accountability—areas where fully automated systems create risk, not reduce it. The blog explores what AI handles well today, where human oversight remains essential, and why a hybrid model is the only approach that holds up across diverse platforms and geographies. 👉 Read the full blog: https://lnkd.in/ewr4r34Q #Foundever #CX #TrustAndSafety

Most agentic AI deployments are designed from documentation, data, and system architecture. Not from the operations floor. That gap in operational understanding is where they break down. Two patterns show up consistently. First, automation gets built around the stated reason for contact - not the actual customer need. One financial services client automated a process covering 40% of logged call volume and saw no reduction in contacts. Customers weren't calling for a balance update. They were calling to act on it. Second, automation gets built from training manuals - not from how experienced agents actually work. Top performers develop judgment calls and sequencing that never get documented, but consistently produce better outcomes. Automation that doesn't account for those patterns inherits the limitations of the documentation it was built from. Foundever's role in agentic deployment is closing that gap. We bring operator-level knowledge - direct, daily visibility into customer behavior, agent expertise, and what resolution actually looks like at scale - into every phase of the build. "You're not going to find what you need in the documentation. The real stuff is in the patterns people have internalized." - Guillaume Laporte, Chief Digital & AI Officer, Foundever 👉 Read more in our whitepaper with ISG: https://lnkd.in/eNcu8w6t #Foundever #CX #AI

MYTH: "Trust and safety is simple to outsource". 💭 Turning to a partner can be the optimum means of delivering trust and safety at scale and of gaining access to resources, tools, technologies, and best practices that will unlock and deliver continuous improvement over time. However, if brands perceive this as simply as a means to cost savings they may end up with the wrong criteria with which to select a potential partner - risking the wrong SLAs and metrics to measure their brand's trust and safety performance. The right partner must understand both your business and your culture. A potential partner should demonstrate experience within trust and safety, a positive track record of delivering against client expectations, and deliver against the right metrics for your business beyond simple quantity of work. 👉 Learn more in our ebook here: https://lnkd.in/eys38KgA #Foundever #CX #TrustAndSafety