CX case studies

Explore our collection of CX case studies across various industries. Discover how Foundever partners with businesses to enhance customer satisfaction, drive loyalty and achieve remarkable results.

They came looking for cost savings. They found something better.

When one of America’s most iconic media brands needed to protect subscriber loyalty and increase retention, they turned to Foundever^®. Here’s what happened.

Media, entertainment & gaming

How Tribune Publishing increased subscriber retention by 8 points

How do you grow reader loyalty in a shrinking market? Tribune Publishing found the answer — and gained 8 retention points to prove it.

Insurance

Top 5 U.S. P&C carrier turns frustrated customers into strongest advocates

See how Foundever proactively brought a solution that converted the carrier’s most frustrated policyholders into loyal customers.

Insurance

Top 5 U.S. group benefits insurer turns chatbot breakdowns into continuous digital improvement

Discover how Foundever embedded a process-improvement capability into daily operations to turn self-service breakdowns into structured product feedback.

Utilities

U.K. utilities leader cuts customer effort by 78% through unified data and analytics

Foundever built a unified data model from omnichannel, CRM and telephony data to deliver full customer journey visibility and targeted improvements.

Insurance

Top 10 U.S. insurer accelerates agent proficiency and achieves a 28% AHT reduction with AI-driven training

Foundever deployed an AI-enabled training model using simulation and real-time measurement, letting agents practice before going live.

Insurance

Specialty insurer reduces AHT by 15% in just 30 days with AI augmented agents

Foundever identified three points in the claims interaction where AI support could save time, without changing how agents worked.

Insurance

Leading U.S. property insurer achieves 40% CAT surge cost reduction with a model built to activate in 24 hours

Foundever built a Rapid Response surge model from within the existing operation, turning a structural problem into a designed capability.

Travel & hospitality

U.K. charity accelerates its CX transformation through a seamless talent transition

Foundever helped the client by launching a Liverpool live-interactions site, scaling Stratford-upon-Avon for postal operations, and a TUPE transfer of staff.

Retail & e-commerce

Global luxury coffee brand boosts customer satisfaction and sales in the Canadian market

Discover how a blend of high-touch service and effective sales strategies helped this coffee brand achieve major gains.