CX strategy & design

Accelerate CX transformation & unlock the value of your investment

Reimagine your CX strategy to get ahead of the competition

Our experts design a tailored approach for each of our clients, deploying the right capabilities at the right time, backed by world-class expertise.

How it works

Discover & map

Understand the flow of information and customer interaction. Reimagine strategy, technology, people and process and identify enablers and disablers. Create hypotheses for change.

Design

Ideate and design the core initiatives and focus areas to enable your needs and strategic direction. Provide detailed cost and return modelling to ensure focus.

Sequence & mobilize

Identify and outline the pathway to delivery based on your organization’s needs and programs. Re-ratify ROI based on delivery timeline. Mobilize any required delivery teams and proceed to execute plans.

Foundever brings a structured approach to drive impact

Value definition & realization

Define and establish value for your organization and customer base. Create structures and processes to grow and retain value throughout your organization.

CX strategy & service design

Scale your support team globally by providing customized workspaces for your agents with the Establish the desired customer experience, developing the required processes and enabling technologies into a comprehensive plan to deliver outcome and defined benefits.

CX operating model design & implementation

Understand and implement change throughout your organization, whether externally or internally driven, safeguard the organizational DNA. Conversely define, model and implement change effectively.

Customer journey mapping & process optimization

Follow the voice of the customer and the voice of the process throughout your organization, identifying opportunities for gain. Implement defined plans to meet tactical and strategic aims.

Book a meeting with our experts

Discover how our CX Strategy & Design solution can help you transform the customer experience and unlock the value of your operational teams.

Insights

Blog
Global impact sourcing: Supporting sustainable development in communities around the world 
Foundever™ has been awarded the IAOP® Global Impact Sourcing Award, a recognition for its long-term…
outsourcing
Blog
Why outsourcing is key to tech startup success
From ensuring that customer experience grows in line with the customer base to providing data-driven…
cultural diversity
Blog
Celebrating World Day for Cultural Diversity 
As a global company operating in 45 countries and 60 languages, Foundever™ is all about…
Blog
Why successful technology companies focus on customer effort
Monitoring and lowering the customer effort score is crucial to delivering the type of customer…
foundever hub cebu
Blog
Introducing our Foundever™ hub in Cebu
The first Foundever-branded hub has officially launched in in Cebu, Philippines, offering a great working…
Blog
Conversation at heART in Casablanca: Bringing color to communication
With the Conversation at heART initiative, Foundever integrates art into the workspace. In our hub…
Blog
7 ways to reduce customer escalations
Escalations of customer requests can be time-consuming and have a negative impact on your reputation….
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Blog
How to do self-service the right way 
Today’s customers want answers fast and are willing to look for them themselves — almost…
Blog
Remote work in CX: Work from home or CX Everywhere?
As remote working is becoming commonplace, work models have to be reconsidered to meet the…
Blog
Using channels as a point of escalation 
Customers request relevant and quick solutions to their queries. Make sure you offer them the…