We're excited to share that Firstsource has been recognized as a Leader in Digital Operations in the ISG (Information Services Group) Provider Lens® 2025 Contact Center – Customer Experience Services report. This recognition isn't just a badge — it's a validation of the strategic direction we've committed to as a company. At Firstsource, we've been reimagining what CX can and should be: modular, AI-first, outcome-led, and designed around the full customer lifecycle. Our UnBPOᵀᴹ framework is at the center of this shift — helping us move beyond traditional operating models toward adaptive, intelligence-led architectures that unlock new value for our clients. Also recognizing our momentum in scaling next-generation CX capabilities, we were positioned as a Rising Star in Intelligent Agent Experience and Intelligent CX. A special callout to our CX, digital, and delivery teams — your work is redefining how enterprises approach customer experience in a world where sentiment, loyalty, and lifetime value matter more than ever. This is just the beginning. We're continuing to invest, partner, and push the boundaries of what’s possible with agentic workflows, AI-enabled operations, and future-ready experience design. Read more: https://lnkd.in/gdJGsa2F
The second edition of The UnBPO™ Quarterly is now live — tackling the gap between AI experimentation and enterprise-wide transformation. Most organizations can run AI pilots. Scaling them into disciplined operating models that reshape enterprise operations? That's where the real challenge lies. This volume goes beyond technology. It examines the mindset, structures, and decision-making models leaders need to turn AI from isolated proofs of concept into enterprise-wide intelligence. Inside, you'll find: • Why 95% of AI initiatives stall before delivering value • How leaders are moving from isolated automation to connected intelligence • Real outcomes from enterprises that made the shift Featuring perspectives from Ritesh Idnani, Jimit Arora, Aniket Maindarkar, Amar A., and Sreenath Ramakrishnan, Volume 02 moves the conversation from theory to execution — offering a clear view of what it takes to build organizations that adapt, decide, and deliver at speed. AI will reshape your industry. The question is whether you’ll lead that shift — or react to it. 👉 Read Volume 02: https://lnkd.in/gSYipmvk
Great to host Ivan Kotzev, CX Services Lead Analyst at NelsonHall, at our London office. NelsonHall has been a trusted voice in outsourcing research for decades, guiding enterprises with its NEAT benchmarking methodology. Conversations with experts like Ivan give us fresh perspective on where customer experience is headed — and how businesses can move from transactional service to intelligent, outcome-driven engagement. Thank you for the time and insight, Ivan. Looking forward to continuing the dialogue.
Hyper-personalization is now the standard for CX in an AI-driven world — and Firstsource is powering this shift with intelligence, design, and scale. In his latest blog, Sayed Ali Sharafudeen, CCXP, VP - DECX, explores how organizations are moving beyond segmentation to build real-time, AI-enabled customer journeys that feel genuinely personal. Why it matters: 🔹 AI-powered customer centricity can boost revenue & profitability by 23% 🔹 Real-time analytics + AI unlock personalized, scalable, efficient CX 🔹 Responsible, explainable AI is fast becoming the trust advantage Grounded in our UnBPO™ philosophy, the blog highlights what it takes to turn continuous data signals into intelligent action — and deliver personalization that's both impactful and ethical. 👉 Read the full blog: https://lnkd.in/gYUtXYik
We're thrilled to share that Kevin Thompson from our UK team has been named Team Leader of the Year at the Contact Centre Network NI (CCNNI) Awards 2025. Kevin is known for his steady, people-first leadership — the kind that builds trust, strengthens teams, and elevates performance when it matters most. Over the past year, he stepped into a period of significant change and led with clarity, empathy, and an unwavering focus on developing his people. The results speak for themselves: zero attrition, strong engagement, high customer satisfaction, and consistently reliable delivery. But what truly sets Kevin apart is how he leads — by uplifting others, fostering connection, and creating an environment where people do their best work. Congratulations, Kevin! A proud moment for you and for all of us at Firstsource.
Behind every secure transaction and protected customer is a compliance engine built for speed, accuracy, and trust — and that's exactly what we're building. Proud to share that Firstsource has been recognized as a Star Performer and Major Contender in Everest Group's Financial Crime & Compliance (FCC) Operations Services PEAK Matrix® 2025. This recognition reflects the momentum behind our vision for next-generation Financial Crime transformation. Here's how #WeMakeItHappen: • Outcome-led FCC operations powered by AI • Copilot-enabled workflows that accelerate investigator productivity • Intelligent automation through platforms like relAI™ • End-to-end expertise across AML, KYC, fraud, scams, and regulatory reporting This is UnBPOᵀᴹ in action — transforming compliance from a cost centre into a strategic capability that protects customers, strengthens trust, and prepares enterprises for the future. 👉 See why Firstsource stood out in the 2025 assessment: https://lnkd.in/gqN_vVBZ
The era of counting heads and hours is over. The future of BPO is being built on platforms, outcomes, and AI. For years, BPO success was defined by FTEs, volume, and effort. Today, enterprises demand speed, agility, transparency, and measurable impact. The new HFS Research Market Impact Report, in partnership with Firstsource, explores what's replacing the traditional outsourcing model: 👉 Services-as-Software™ (SaS) — where services behave like software and success is measured by outcomes, not hours. With SaS, value is delivered through: • Productized services that deploy fast • Modular workflows that adapt as needs evolve • AI-enabled platforms that learn and improve continuously And the shift is accelerating — HFS projects the SaS market will reach $1.5 trillion by 2035. The report also breaks down what's slowing adoption and how enterprises can move to platform-led, AI-enabled delivery. The change is here. The leaders will be those who scale it. 🔗 Download the report: https://lnkd.in/dGBp4WFd
At Celosphere 2025, our message was clear: transformation happens when insight turns into action. Through lightning talks, demos, and multiple conversations with global enterprises, we showed how Process Intelligence and AI-first execution help organizations move from visibility to measurable, scalable transformation. Key takeaways from our conversations: • Process Intelligence accelerates AI transformation by enabling end-to-end visibility, digital twins, and faster ROI across Ops Intelligence, ML/DL, GenAI, and Agentic AI. • PI-led inputs strengthen AI agents through LLM fine-tuning, domain-aware execution, and optimized prompting — improving orchestration and governance at scale. • Human–AI orchestration turns insight into measurable outcomes, outperforming automation alone. Thank you to everyone who engaged with us at #Celosphere2025. We look forward to helping enterprises turn operational insight into measurable impact. 🔗 https://lnkd.in/g-FJtmV7
🌼 Our Mexico team celebrated Día de los Muertos — a day of remembrance for loved ones who have passed — with color, heart, and togetherness. Firstsourcers dressed up in costumes, played games, shared treats, and filled the day with laughter. But what really made it special? The stunning ofrendas created across our teams. Each altar was lovingly crafted with marigolds, candles, papel picado, and meaningful symbols — as a mark of respect and love for those no longer with us. More than beautiful displays, they were heartfelt tributes that brought stories and memories into the light. A moment that brought our teams together to reflect on the past, celebrate the present, and carry our shared stories forward. At Firstsource, we don't just work across borders — we celebrate the cultures that make us who we are. 💛
Day 2 of the Firstsource UK CXO Summit #Emergence2025 wasn't about imagining the future — it was about building it. The day opened with a powerful keynote from our MD & CEO, Ritesh Idnani, who spoke about navigating the 𝘶𝘯𝘬𝘯𝘰𝘸𝘯 𝘶𝘯𝘬𝘯𝘰𝘸𝘯 in an ever-changing world — from the definitive shift from labor to tech arbitrage and unlocking value through UnBPOᵀᴹ, to building truly sustainable businesses amid geopolitical, anthropological, and technological shifts. Phil Fersht, CEO of HFS Research, then challenged the room to rethink how enterprise performance is measured in the age of AI and global talent. Through a series of sharp, future-focused panels, leaders explored what it takes to move from AI experiments to scaled outcomes — redesigning roles for a human+AI world, and redefining value beyond traditional FTE models. To close the summit, our CMO Aniket Maindarkar reinforced a simple truth: breakthroughs happen when we design beyond limitations, not around them. And in true Firstsource style, we wrapped with a high-energy Samba drumming session — capturing the rhythm between people, technology, and purpose. Shoutout to Paul Staples for being an excellent emcee and keeping the energy high throughout!
