News
The Gist
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Leadership transition. Chris Halbard appointed as new CEO of Foundever.
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Strategic focus. New structure prioritizes AI, digital operations and unified CX.
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Client impact. Global enterprises may see more agile, integrated CX delivery and innovation.
Foundever, a provider of customer experience (CX), digital operations and analytics services, announced on September 18, 2025, that Chris Halbard has been appointed CEO. Halbard, who joined the company in January 2025 as CEO of the EMEA Market, will report to company co-founder Laurent Uberti, who continues as Group CEO and Executive Chairman.
The Miami-based company also announced additional leadership changes, with co-founder Olivier Camino moving from Global Chief Operating Officer to Chief Strategy Officer, and Michelle Parks appointed as Global COO. According to the company, these changes aim to accelerate transformation and enhance value delivery to clients worldwide.
According to company officials, the restructuring reflects Foundever's commitment to integrating AI automation and digital operations with human expertise to deliver improved customer experiences.
“Chris’s leadership will be pivotal as we continue to transform Foundever into a truly global integrated CX, digital operations and insights partner,” said Foundever Group CEO & Founder Laurent Uberti. “I am confident in his ability to accelerate our growth across people, technology and insights to position us strongly for the future.”
Table of Contents
Changing Winds of Customer Engagement
Customer experience transformation demands more than technology adoption—it requires strategic integration of AI, data management and operational change to deliver business outcomes.
Foundever's leadership restructuring comes amid significant industry shifts in customer engagement. According to industry experts, businesses are increasingly embedding AI into digital interactions to create more natural customer connections while reducing resource burdens.
This transition isn't without challenges. Recent reports highlight how organizations struggle with siloed data, disorganized change management and technology-first approaches that neglect customer impact. While 88% of companies are implementing AI/ML solutions, only 25% see direct revenue growth from these investments.
The integration of AI-driven insights marks a shift from reactive to proactive strategies, enabling faster decision-making and personalized experiences. Successful implementation requires focus on customer engagement, predictive capabilities and continuous analysis.
For executives navigating these changes, peer insights on AI implementation and data utilization have become increasingly valuable. They seek practical examples of AI in action and methods to transform analytics into actionable steps rather than just more charts.
Related Article: Goodbye Cost Centers, Hello Value Contact Centers
Leadership Change Amid AI Resurgence
Foundever is entering an exciting new chapter where innovations like AI, automation and digital solutions are seamlessly integrated into how we can strengthen the way we serve clients in the moments that matter most.
- Chris Halbard, CEO
Foundever
Foundever Background
Foundever primarily targets enterprise and mid-market executives responsible for customer experience and operations. The company operates globally and was formed through the merger of Sitel Group and SYKES, with roots tracing back to Sitel's founding in France.
Service Portfolio
The company provides customer experience management, business process outsourcing, and digital transformation services. Its offerings include omnichannel customer support, automation, analytics, and back-office solutions. Foundever asserts that its services leverage artificial intelligence (AI) and data-driven insights to improve customer engagement and operational efficiency.
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Market Position
Foundever operates in the global BPO and CX market, serving clients across industries such as financial services, healthcare, technology, retail, and telecommunications. The company focuses on large enterprises and mid-sized organizations seeking to outsource customer engagement and support functions. It positions itself as a partner for organizations aiming to modernize customer experience operations through technology and process optimization.
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