Foundever

MYTH: "Trust and safety costs money but doesn’t add value". 💭 Trust and safety doesn't exist in isolation, but rather is integral to the broader customer experience. A properly designed and implemented trust and safety policy will create confidence in a brand and protects the brand's reputation. In addition, a robust, scalable approach to trust and safety increases customer loyalty, builds brand credibility, improves business resilience, helps ensure compliance, and reinforces security. Discover what metrics brand leaders should consider to effectively measure trust and safety in our ebook. 👉 Learn more here: https://lnkd.in/eaV6su3a #Foundever #CX #TrustAndSafety

Most organizations' AI projects fall apart somewhere between the pilot and measurable results. The gap between adoption and impact isn't about technology - it's about how teams scope, sequence, and operationalize the rollout. Fuzzy objectives, unclean data, and AI layered onto broken processes are the usual culprits. An operator's playbook for deploying AI in weeks instead of years comes down to a few disciplines: ✔️ Pick one high-volume, low-risk process and prove value there first ✔️ Pair AI on routine work with people on complex, high-empathy interactions ✔️ Define success metrics before launch—not after ✔️ Use proven tools or an experienced partner instead of building from scratch. Scope discipline beats ambition every time. 👉 Get the full insights: https://lnkd.in/eeDR9uYY #Foundever #CX #AI

A year ago, the question was: "Are you using AI in CX?" Now the question is: how is it actually making a difference in your CX delivery? Access to AI has leveled the playing field. The gap now isn't about having it — it's about what differentiates performance when everyone has the same tools. We want to know what you think matters most 👇 #Foundever #CX #AI

Agentic AI maturity isn't a linear journey from manual to autonomous. Most CX organizations will run multiple levels of execution authority at the same time - and that's by design. In our whitepaper with ISG, we map four maturity levels for agentic AI in CX: ☑️ Level 1: Rule-triggered actions (automated routing, threshold-based refunds) ☑️ Level 2: Model-driven responses (AI summaries, next-best-action recommendations) ☑️ Level 3: Goal-driven execution (end-to-end issue resolution across systems) ☑️ Level 4: Utility-based optimization (balancing cost, churn risk, and customer value dynamically). The goal isn't to reach Level 4 everywhere. It's to match execution authority to the risk, complexity, and value of each journey. If your agents are still bridging CRM, billing, and fulfillment manually, your CX maturity sits below goal-based execution - no matter how advanced your copilots look. 👉 Read the full whitepaper: https://lnkd.in/efCK7Szp #Foundever #CX #AgenticAI

MYTH: "Trust and safety is simply an automated process". AI and automation can be helpful in implementing a trust and safety policy, and thereby protecting both end users and internal team members. However, the inherent nuance and complexity related to deciding what does and doesn’t infringe a T&S policy mean these technologies only work when used in support of human capabilities and judgement - not as a replacement. Read our ebook to learn the 5 things brands should consider when creating an AI-adoption checklist for Trust and Safety. 👉 Learn more here: https://lnkd.in/esZihFbR #Foundever #CX #TrustAndSafety

You can't fix what you can't see - and in most CX operations, the space between input and output is where performance quietly erodes. Process intelligence closes that gap. It maps how work actually flows, where friction builds, and where service drifts from what customers expect. It helps leaders move from interpreting outcomes after the fact to understanding the operational mechanics that drive them. 👉 Five reasons process intelligence deserves a central role in your CX strategy: https://lnkd.in/eQdja-cS #Foundever #CX #ProcessIntelligence

Modern CX teams have improved response times, sharpened intent detection, expanded channel options, and lowered handle times. Yet customers are still making multiple contacts for the same issue, re-explaining problems, and navigating fragmented handoffs. The gap isn't in understanding the customer's problem. It's in executing the resolution — reliably, across systems and teams. In our whitepaper with ISG, we call this the CX execution gap: a misalignment between insight and controlled execution authority. CRM, billing, fulfillment, and knowledge systems may each work well independently. But completing a service journey still depends on people bridging them manually. Closing the gap requires moving beyond models that inform humans toward models that coordinate and execute actions across journeys — with humans focused on oversight and exceptions. 👉 Read the full whitepaper: https://lnkd.in/eT_w9_KP #Foundever #CX #AI

MYTH: "Trust and Safety is just content moderation, right?" Content moderation, while critical for businesses with online platforms or spaces where user-generated content can be posted and shared, is only effective when treated as part of a wider approach to creating and maintaining a secure and reliable environment for users. The wider approach includes: ☑️ Regulatory compliance ☑️ The identification and prevention of fraud ☑️ Management and monitoring of customer behavior or user-generated content ☑️ User, member or customer verification ☑️ Advertising and Copyright integrity ☑️ Data labeling and model training The specifics of an effective trust and safety approach will differ for each business, but the resulting policy should achieve the same objectives: protecting and reassuring customers, members or end-users by removing or minimizing a set of risks related to fraud, harassment and misinformation. And in doing so building trust in the organization’s brand. Our ebook covers the "𝘍𝘪𝘷𝘦 𝘴𝘵𝘦𝘱𝘴 𝘵𝘰 𝘥𝘦𝘷𝘦𝘭𝘰𝘱𝘪𝘯𝘨 𝘢 𝘵𝘳𝘶𝘴𝘵 𝘢𝘯𝘥 𝘴𝘢𝘧𝘦𝘵𝘺 𝘱𝘰𝘭𝘪𝘤𝘺" brand leaders should consider. 👉 Learn more here: https://lnkd.in/e_jwjHPD #Foundever #CX #TrustAndSafety

A major U.K. energy provider saw seven-figure savings and a 36% CSAT lift—from an operation where fragmented QA practices across multiple vendors were limiting oversight, insight, and consistency. The provider was managing several vendors under different quality standards, with siloed self-assessment creating compliance risks and making it difficult to pinpoint where improvement efforts would actually land. The fix wasn't adding more oversight, it was redesigning how quality was measured and acted on. Unified vendor standards and AI-driven speech analytics introduced real-time risk detection, sentiment analysis, and targeted coaching based on actual performance data. ✔️ $2.5M in annual supplier savings ✔️ $0.7M from in-house QA optimization ✔️ Net $0.5M gain after new QA investments ✔️ Complaints per 100K customers down 25% in six months 👉 Read the full case study: https://lnkd.in/g48DmZFQ #Foundever #CX #QualityAssurance

Here's something we hear from insurers all the time: new agents finish training knowing the policies, the systems, the process—and still aren't ready for a real call. One top-10 U.S. insurer closed that gap with AI-driven training that let agents practice real calls, on repeat, before going live. 17,000 practice runs later, handle time dropped 28% from week one. The best part? Quality and compliance improved too. Get the full story 👉 https://lnkd.in/e-ib9fEB