MADRID – November 7, 2025 – Foundever®, the next-generation service leader reinventing customer experience (CX), has been recognized at the 2025 edition of the Customer Relations Excellence Awards for excellence in claims management with Iberia. This marks the second consecutive year Foundever has been awarded in this prestigious category demonstrating our ongoing commitment to raising the bar for claims management excellence.
Gema Marín, Country Leader & VP Operations of Foundever in Spain, stated: “We believe that brands are built in the moments that matter. Our partnership with Iberia demonstrates how Foundever acts as the digital partner that helps the world’s best brands keep their promises, delivering consistent, empathetic, and on-brand experiences at scale.”
The claims management service delivered in collaboration with Iberia has, over the past year, set a new standard for process optimization, digitalization, and 360º customer-centric service. With a team of over 630 professionals and strong technological backing, Foundever has achieved excellence that directly improves the passenger experience.
“For Foundever, receiving this recognition alongside Iberia is a source of pride that reinforces our commitment to operational excellence, continuous improvement, and strategic collaboration. Our success is the result of the hard work of multidisciplinary teams who strive every day to provide the best possible care to Iberia’s clients. Through technology, ongoing training, and a quality-focused methodology, we anticipate customer needs and place their satisfaction at the heart of our model,” says Gema Marín, Country Leader & VP Operations.
Among the main achievements is the proactive management of more than 60 types of claims through multiple channels such as phone, chat, and email, all with outstanding service quality and productivity.
Moreover, the alliance between Foundever and Iberia is built on transparent governance, relentless innovation, and a customer- and employee-centric approach, promoting motivation and professional development within the team. “Over these years of working together, Foundever has demonstrated commitment, dedication, and the drive to guarantee excellent service for our customers. It is a pleasure to work with them,” Iberia representatives commented.
This award is a significant recognition of the joint work with Iberia, underscoring the role of Foundever as a strategic partner in delivering excellence, transformation, and growth through every customer interaction.
About Foundever®
Foundever® is the next-generation service leader reinventing customer experience (CX). Our 150,000 people working across +45 countries partner with industry-leading brands to deliver integrated CX, digital operations and data solutions.
Each year we power 3.3 billion conversations in +60 languages to help more than 800 of the world’s top brands keep their promise in the moments that matter most. We simplify the complex CX landscape with scalable solutions that deliver seamless human experiences and solve real business and industry challenges. Using our people-led, technology-enabled and data-powered approach, we optimize and transform the customer and agent experience – changing the way things are done.
Discover more at foundever.com and connect with us on LinkedIn, Facebook, YouTube and Instagram.