Foundever®, a global leader in the customer experience (CX) industry, today announced it has been named a finalist for the 2025 North American Customer Centricity Awards in the Best Use of AI in Customer Experience category. The recognition highlights the company’s commitment to driving innovation through advanced AI technologies that elevate human potential and transform CX outcomes.
The shortlisted initiative—focused on improving customer satisfaction for a leading healthcare technology company—showcases how Foundever operationalizes AI to deliver measurable business results. By leveraging speech analytics and behavioral scorecards, Foundever was able to identify high-impact agent behaviors and deploy targeted coaching interventions rapidly. Over just 60 days, the initiative resulted in a 13-point increase in Net Promoter Score (NPS), exceeding the client’s annual goals and strengthening CX performance ahead of peak demand season.
“At Foundever, we believe technology delivers the greatest value when it enhances human potential rather than replaces it,” said Eric Hamblin, Sr. Director, Global Operations at Foundever. “This recognition highlights the exceptional work of our team in applying advanced technologies to solve real-world challenges, turning insight into action and driving meaningful, measurable outcomes for our client.”
Key results from the initiative include:
- +15,000 coaching sessionsdelivered through AI-powered analytics
- Empathy, ownership and call etiquettescores saw up to 7-point improvements
- Faster identification and upskilling of underperforming agents through outlier management strategies
This nomination reflects the broader AI strategy of foundever, which focuses on responsible, scalable implementation of technologies that enhance employee performance and improve customer outcomes. From multilingual voicebots and AI translators to real-time analytics and coaching tools, Foundever continues to empower brands with the tools to meet rising customer expectations in a digital-first world.
The North American Customer Centricity Awards, hosted by ARCET Global, celebrate organizations that are redefining what it means to put customers at the heart of their operations. Winners will be announced at the official ceremony on October 3, 2025.
Read more: Foundever
