Foundever®

Smart brands drive sales, brand loyalty and customer retention 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗽𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 (#CX) that makes their customers feel understood and valued. That's what separates 𝘣𝘳𝘢𝘯𝘥𝘴 𝘵𝘩𝘢𝘵 𝘵𝘩𝘳𝘪𝘷𝘦 from mediocre brands, especially during challenging economic times — and even when difficult decisions like price increases become unavoidable. In our blog, we discuss how one leading U.K. telecoms provider proved the value of insight-led CX, driven by #data and analytics. Leveraging rich customer data, they turned the crisis into an opportunity to connect meaningfully with customers. Instead of treating customers as mere account numbers, insights enabled tailored experiences — engaging people via preferred channels and recognizing loyalty with relevant offers. Learn more in our blog here: foundever.link/hse #Telecom #Analytics #CustomerExperience

There is an opportunity for telecommunications brands to 𝘶𝘯𝘭𝘰𝘤𝘬 𝘯𝘦𝘸 𝘨𝘳𝘰𝘸𝘵𝘩 𝘢𝘯𝘥 𝘥𝘳𝘪𝘷𝘦 𝘴𝘢𝘭𝘦𝘴 with CX-driven growth. A leading German telecom brand 𝗱𝗼𝘂𝗯𝗹𝗲𝗱 𝘀𝗮𝗹𝗲𝘀 without damaging brand perception by making sales and marketing central to customer experience delivery. Within three months of their initiative rollout, sales conversion rates doubled, climbing from 3.09% to 7.2%, while cancellation rates decreased significantly from 29% to 14%. Over a 12-month period, gross margin soared from 3.3% to 30.8%, and notably, the Net Promoter Score (NPS) improved from 44 to 61. Consultative upselling, when grounded in genuine customer insights and supported by empowered, well-trained agents, provides a sustainable solution to the unique challenges facing the telecommunications sector. Learn more in our blog here: foundever.link/8rv #Telecom #Sales #CustomerLoyalty #BrandLove #CustomerExperience

How your brand can harness 𝘪𝘮𝘮𝘦𝘥𝘪𝘢𝘵𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘧𝘦𝘦𝘥𝘣𝘢𝘤𝘬 𝘧𝘰𝘳 𝘴𝘦𝘢𝘮𝘭𝘦𝘴𝘴 #CX: In banking and financial services, where trust and loyalty hinge on every interaction, missing customer feedback means missing signals that could shape better experiences. The difference between a satisfied customer and a silent one may be simply a question asked at the right moment. In our blog, we dive into art of customer feedback and how to make it work for both you and your customers - including how one of Germany’s top providers for mobile payments was able to tune into their customers and turn silence into real signals, with some amazing results: • Survey completion rates soared 8.5x, landing at 15.2% • Issue resolution climbed 23%, reaching 93% • CSAT jumped by 26 points in 6 months • Agent attrition dropped 75%, thanks to sharper coaching and more recognition Read more in the blog here: foundever.link/kv3 #CustomerFeedback #Data #CustomerSurvey #CSAT #BrandLoyalty #CustomerExperience

We’re proud to champion the belief that education is a human right and a powerful driver of employability, empowerment and economic growth. 📈 As we mark this global day, we reaffirm our commitment to building a future where learning is accessible, inclusive and transformative. Our Language Academy is a clear example of this impact. For more than 16 years, we’ve expanded access to career-aligned language training across multiple geographies. The results speak for themselves: +𝟭𝟬𝟮,𝟬𝟬𝟬 𝗹𝗲𝗮𝗿𝗻𝗲𝗿𝘀 𝘀𝘂𝗽𝗽𝗼𝗿𝘁𝗲𝗱, +𝟴𝟲,𝟬𝟬𝟬 𝗴𝗿𝗮𝗱𝘂𝗮𝘁𝗲𝘀 and a stronger pipeline of multilingual talent in markets where these skills are in high demand. By bridging the gap between traditional education and modern job market needs, we’re helping individuals gain the communication and digital skills that open doors to new opportunities. Through partnerships with governments, universities and community organizations, we’re reaching underserved groups, accelerating job readiness and strengthening local economies. Behind every graduate is a story of growth a first job, a promotion, a return to the workforce or a newfound confidence. These stories reflect the true spirit of the International Day of Education. 🎓 Read more on our blog: foundever.link/gzh #InternationalDayOfEducation #Foundever #Language #Education #Skills #ESG #ImpactSourcing #FutureOfWork

A leading payment service provider in Germany's mobility sector faced difficulties in evaluating customer experience due to low post-call survey response rates, with only 1.65% of customers providing feedback. A solution was achieved through an automated real-time phone survey system which prompted customers to rate their experience immediately after calls, converting their spoken feedback into text and integrating the #data into Power BI dashboards for instant insights. 𝗧𝗵𝗲 𝗴𝗼𝗮𝗹: To quickly and cost-effectively improve CX delivery through greater customer insights. 𝗧𝗵𝗲 𝗼𝘂𝘁𝗰𝗼𝗺𝗲: • 8.5x increase in customer survey completion rate • 23% increase in issue resolution rates • 26-point CSAT improvement • 75% drop in agent attrition rates Explore the full story here: foundever.link/kj8 #Mobility #DataInsights #TextToSpeech #CustomerSatisfaction #CSAT #CustomerExperience #CX

Brand promises are fulfilled where customers experience them – in real customer interactions. At 𝗖𝗖𝗪 𝟮𝟬𝟮𝟲 𝗶𝗻 𝗕𝗲𝗿𝗹𝗶𝗻, we'll take a deep dive and show you how brand promises become tangible – people-led, tech-enabled and data-driven to drive brand loyalty. 📍 𝗙𝗲𝗯𝗿𝘂𝗮𝗿𝘆 𝟮𝟰–𝟮𝟲 | 𝗙𝗼𝘂𝗻𝗱𝗲𝘃𝗲𝗿 𝗯𝗼𝗼𝘁𝗵 Discover how we work with leading brands to create sustainable, measurable customer experience. 📍 𝗙𝗲𝗯𝗿𝘂𝗮𝗿𝘆 𝟮𝟰–𝟮𝟲 | 𝗙𝗼𝘂𝗻𝗱𝗲𝘃𝗲𝗿 𝗛𝗤 For those looking to go deeper, we invite you to individual conversations at our Berlin HQ – just minutes from the exhibition and easily accessible via shuttle. ✨ 𝗛𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁: the exclusive CCWelcome reception on February 23rd. Inspiring conversations with CX experts, meaningful exchanges and valuable new connections. 👉 Book your meeting now and experience how Customer Experience keeps brand promises: cx.foundever.com/de/foundever-c… #CCW #CCWBerlin #AI #CustomerLoyalty #BrandLove #CustomerExperience #CX

Tomorrow’s loyal customers crave brands that tune into their passions, anticipate their needs and make every conversation matter. Meaning: 𝘗𝘳𝘦-𝘴𝘢𝘭𝘦𝘴 𝘤𝘰𝘯𝘷𝘦𝘳𝘴𝘢𝘵𝘪𝘰𝘯𝘴 should inspire confidence and trust in a brand’s expertise, 𝘸𝘩𝘪𝘭𝘦 𝘱𝘰𝘴𝘵-𝘴𝘢𝘭𝘦𝘴 𝘴𝘶𝘱𝘱𝘰𝘳𝘵 𝘴𝘩𝘰𝘶𝘭𝘥 𝘣𝘶𝘪𝘭𝘥 𝘭𝘰𝘺𝘢𝘭𝘵𝘺 𝘢𝘯𝘥 𝘦𝘯𝘤𝘰𝘶𝘳𝘢𝘨𝘦 𝘢𝘥𝘷𝘰𝘤𝘢𝘤𝘺. In our blog we explore the #multilingual imperative: how to achieve effective personalization in tech and consumer goods — as well as how a global photography brand set out to deliver consistently outstanding support to both amateur and professional photographers across 12 European markets, pre- and post-sale and achieved impressive results: • First contact resolution: 70% (vs. 65% target) • Customer satisfaction: 90% (vs. 80% target) • Quality score: 86% (vs. 80% target) • Rapid onboarding: 76 agents recruited and trained within five months, without impacting performance Learn more here: foundever.link/2tt #BrandLoyalty #ConsumerGoods #Tech #Photography #PreSales #PostSales #CustomerExperience

One of the U.K.’s largest mobile network and broadband providers wanted to 𝘢𝘵𝘵𝘳𝘢𝘤𝘵 𝘯𝘦𝘸 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴 𝘸𝘩𝘪𝘭𝘦 retaining and increasing the 𝘭𝘪𝘧𝘦𝘵𝘪𝘮𝘦 𝘷𝘢𝘭𝘶𝘦 𝘰𝘧 𝘦𝘹𝘪𝘴𝘵𝘪𝘯𝘨 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴. Economic and inflationary pressures across the U.K. and continental Europe forced the provider to raise prices and adjust offerings, just as the nation grappled with a cost-of-living crisis. This scenario demanded a radical overhaul of the sales and retention strategy for the client. The challenge was clear: use outbound sales to tailor the right packages and offers to meet customers’ financial constraints while maintaining, or even strengthening, our client’s market position. 𝗧𝗵𝗲 𝗴𝗼𝗮𝗹: To develop and implement a customer-centric, data-driven outbound sales and retention strategy that aligns packages and offers with both customers’ financial needs and business objectives during a cost-of-living crisis. 𝗧𝗵𝗲 𝗼𝘂𝘁𝗰𝗼𝗺𝗲: • +500K customers saved or retained • 72.6% revenue retention rate • 26% reduction in agent attrition rates Explore the full story here: foundever.link/q41 #Telecoms #DataDriven #OutboundSales #CustomerRentention #CustomerExperience #CX

Great support in your customers' languages (#multilingual CX) is a necessity for global brands as a brand loyalty driver. As customer bases expand across borders, the ability to connect authentically in every market has become a key differentiator for growth, retention and reputation. Brand leaders should blend #AI and human expertise intentionally — automating where it adds speed and scale, but keeping humans central to empathy and judgment. A leading global electronics company put hybrid multilingual CX utilizing AI into action to deliver culturally fluent, round-the-clock support in 19 European languages while keeping costs under control. The hybrid approach of balancing automation with cultural intelligence delivered measurable results within 10 weeks of launch: • 90% customer satisfaction (CSAT) • 80% first contact resolution (FCR) • 70 NPS, 10 points higher than the mobile device sector average • $5 million in annual cost savings Learn more in our blog: foundever.link/ab8576 #Retail #CSAT #FCR #NPS #BrandLove #CustomerExperience

Discover how a global telecom leader addressed high cancellation rates and limited customer insights while striving to cultivate a high-performing, engaged sales team. The challenge was to enhance revenue growth and customer experience in a fiercely competitive marketplace, all without resorting to aggressive sales tactics that could harm brand perception. 𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲: The primary goal was to boost revenue while simultaneously improving customer experience, ensuring a balanced approach that upheld the integrity of the brand. 𝗥𝗲𝘀𝘂𝗹𝘁𝘀: • Achieved a remarkable 7.2% sales conversion rate, more than doubling within just three months. • Reduced cancellation rates by 15% during the same timeframe. • Increased gross margin by 28% after one year. • Improved Net Promoter Score (#NPS) to 61, marking a 17-point increase within a year. • Maintained 0% agent attrition, a significant drop from 4.4% over 12 months. Explore the full story to discover how this telecom client realized substantial and sustainable improvements in sales performance, customer loyalty, and employee engagement. Read here: foundever.link/xzn #Telecom #Sales #CustomerLoyalty #BrandLove #CustomerExperience

A global car rental organization expanded operations by utilizing #multilingual customer experience (#CX) as a revenue driver in key European markets. They also launched several initiatives to enhance employee retention, all while striving to exceed customer expectations in an increasingly complex and competitive sector. 𝗧𝗵𝗲 𝗴𝗼𝗮𝗹: To increase employee retention and use CX as a means of driving higher revenues in a very competitive market. 𝗧𝗵𝗲 𝗼𝘂𝘁𝗰𝗼𝗺𝗲: • 35% increase in quarterly revenues • 53% improvement in employee retention • 110 sec decrease in AHT Explore the full story here: foundever.link/g2b #CarRental #Travel #AHT #EmployeeRetention #EmployeeExperience #CustomerExperience

Customers expect proactive guidance before making a purchase and attentive, expert care long after. Standout brands go beyond #multilingual service. Excellent #CX means both helping customers with relevant product knowledge before and after purchase — and in their native language. 𝘗𝘳𝘦-𝘴𝘢𝘭𝘦𝘴 𝘤𝘰𝘯𝘷𝘦𝘳𝘴𝘢𝘵𝘪𝘰𝘯𝘴 should inspire confidence and trust in a brand’s expertise, while 𝘱𝘰𝘴𝘵-𝘴𝘢𝘭𝘦𝘴 𝘴𝘶𝘱𝘱𝘰𝘳𝘵 should build loyalty and encourages advocacy. Our blog dives into the multilingual imperative: how to achieve effective #personalization in tech and consumer goods — as well as how a global photography brand set out to deliver consistently outstanding support to both amateur and professional photographers across 12 European markets, pre- and post-sale and achieved impressive results: • First contact resolution: 70% (vs. 65% target) • Customer satisfaction: 90% (vs. 80% target) • Quality score: 86% (vs. 80% target) • Rapid onboarding: 76 agents recruited and trained within five months, without impacting performance Learn more here: foundever.link/2tt #BrandLoyalty #ConsumerGoods #Tech #Photography #PreSales #PostSales #CustomerExperience

A leading global #fintech brand faced rising costs and complexities in managing in-house contact centers across 16 languages. By consolidating operations into nearshore locations and transitioning over 450 employees in just 3.5 months, they achieved remarkable results: ☑️ 30% cost reduction over 2.5 years ☑️ 20% increase in operational efficiency ☑️ Smooth employee transition with minimal impact on morale or service 𝗪𝗵𝗮𝘁 𝗺𝗮𝗱𝗲 𝗶𝘁 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹? • Careful planning and phased operational transitions to minimize risk • Clear communication and robust support packages for staff • Targeted investment in agent training and ongoing process improvement • Strategic backfill of roles to maintain continuity Discover how a tactical, forward-thinking approach can help brands deliver exceptional multilingual customer experiences while optimizing costs. Read more in our blog: foundever.link/f58067 #Multilingual #CustomerExperience #CX

13 years, consecutively! Once again, we’ve been named a Global Leader in the @EverestGroup 2025 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 (𝗖𝗫𝗠) 𝗣𝗘𝗔𝗞 𝗠𝗮𝘁𝗿𝗶𝘅® 𝗔𝘀𝘀𝗲𝘀𝘀𝗺𝗲𝗻𝘁! 🎉 This recognition showcases our commitment to keeping brand promises and reinventing customer experience at scale. “In a market that’s evolving faster than ever, being recognized as a Leader by Everest Group for the 13th consecutive year is a powerful testament to our people and our clients,” said Chris Halbard, CEO of Foundever. “It reflects our commitment to innovation and to delivering exceptional customer experiences at scale. By leveraging AI, data and digital operations through our Centers of Excellence and experience labs, we help brands connect with their customers in the moments that matter.” Read more about this achievement: foundever.com/news/foundever… #EverestGroup #CustomerExperience #CX

A global photography brand set out to deliver consistently outstanding #multilingual support to both amateur and professional photographers across 12 European markets, pre- and post-sale. The brand understood that true expertise meant more than language fluency. Agents needed to embody the same enthusiasm for photography as their customers. 𝗧𝗵𝗲 𝗴𝗼𝗮𝗹: To create and maintain a best-in-class multilingual customer experience for amateur and professional photographers that consistently exceeds expectations for both pre- and post-purchase support. 𝗧𝗵𝗲 𝗼𝘂𝘁𝗰𝗼𝗺𝗲: • 70% FCR (vs. 65% target) • 90% CSAT (vs. 80% target) • 86% quality score (vs. 80% target) Explore the full story here: foundever.link/585f8b #Photography #Prepurchase #Postpurchase #CustomerJourney #CustomerExperience #CX

Happy New Year! As we begin a new chapter together, we reflect on the moments—big and small—that define our partnerships. Thank you for trusting us 𝘵𝘰 𝘬𝘦𝘦𝘱 𝘺𝘰𝘶𝘳 𝘣𝘳𝘢𝘯𝘥 𝘱𝘳𝘰𝘮𝘪𝘴𝘦𝘴, not just at key milestones, but in every meaningful interaction along the way. Wishing you a fantastic year ahead filled with growth and success! #HappyNewYear #NewYears2026 #Partnerships #CX

Employee retention powers #CX because frontline employees are the face and voice of brands. This is perhaps 𝘦𝘴𝘱𝘦𝘤𝘪𝘢𝘭𝘭𝘺 𝘵𝘳𝘶𝘦 𝘰𝘧 𝘤𝘢𝘳 𝘳𝘦𝘯𝘵𝘢𝘭 𝘣𝘳𝘢𝘯𝘥𝘴. When companies retain their talent, staff build expertise, master processes and build meaningful customer relationships. The link between employee engagement, retention and CX is clear: • Companies that prioritize retention see a 2.2% higher five-year return on equity. • Employees who feel deeply connected to their organization are 2.7 times more likely to take responsibility for quality and 4.9 times more • likely to respond quickly to customer needs. • High engagement and low attrition deliver a 20% boost in customer satisfaction. • Replacing an employee can cost from 50% to 200% of their annual salary. Our blog dives into practical tips to drive employee engagement and retention, and covers how one global car rental brand recently faced this challenge to achieve impressive results (35% increase in quarterly revenues, 53% improvement in employee retention, and a 110-second reduction in average handling time). Read more here: foundever.link/h2n #CarRental #Travel #EmployeeExperience #CustomerExperience

𝗧𝗲𝗹𝗲𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 𝗯𝗿𝗮𝗻𝗱𝘀 must leverage the power of customer experience (#CX) to differentiate and drive growth. A leading German telecom brand doubled sales without damaging brand perception by making sales and marketing central to customer experience delivery. Within three months of their initiative rollout, sales conversion rates doubled, climbing from 3.09% to 7.2%, while cancellation rates decreased significantly from 29% to 14%. Over a 12-month period, gross margin soared from 3.3% to 30.8%, and notably, the Net Promoter Score (NPS) improved from 44 to 61. Consultative upselling, when grounded in genuine customer insights and supported by empowered, well-trained agents, provides a sustainable solution to the unique challenges facing the telecommunications sector. Learn more in our blog here: foundever.link/8rv #Telecom #Sales #CustomerLoyalty #BrandLove #CustomerExperience

Reimagining your #multilingual CX operations to balance and optimize cost, quality and performance takes more than just good intentions. It requires a tactical, forward-thinking approach to operations. In our blog, we dive into the research around multilingual support and discuss how to achieve the optimal balance between cost, operational excellence and service quality. Learn how one global fintech brand turns consolidation into multinational transformation resulting in: • Transitioning +450 employees in just 3.5 months • 30% cost reduction over 2.5 years • 20% increase in operational efficiency • Smooth, rapid employee transition with minimal impact on morale or service Learn more in our blog here: foundever.link/423c03 #CustomerExperience #CX

This holiday season, we celebrate the moments—big and small—that define our partnerships. Thank you for trusting us 𝘵𝘰 𝘬𝘦𝘦𝘱 𝘺𝘰𝘶𝘳 𝘣𝘳𝘢𝘯𝘥 𝘱𝘳𝘰𝘮𝘪𝘴𝘦𝘴, not just at the milestones, but in every meaningful interaction along the way. Wishing you a joyful holiday and a new year filled with promise! #HappyHolidays #HolidaySeason #Joy #CX