Check out your Company Bowl for anonymous work chats.
Agentic AI is changing more than workflows — it’s changing how enterprises think about work itself. In his latest article in The UnBPO™ Quarterly, our Chief Digital and AI Officer, Hasit Trivedi, explores a critical shift: organizations moving from rigid hierarchies to flexible, AI-enabled teams that adapt around business goals. Read his perspective on what the next phase of enterprise transformation truly demands 👇
In conversation with Stephen Withers for TechTarget News’ ComputerWeekly.com, our MD & CEO, Ritesh Idnani, unpacked how Firstsource is moving the industry from labour arbitrage to true technology arbitrage. In the interview, Ritesh shares how our UnBPOᵀᴹ approach is helping businesses shift from legacy models to AI-driven, outcome-led operations—and why ANZ is a key region where this transformation is already taking shape. Our Melbourne hub is designed as a sustainable innovation center, bringing together responsible AI, strong governance, and skilled local talent. The story also highlights real results we're delivering today—from personalized collections to AI-assisted underwriting—showing how responsible, explainable AI is already helping clients in regulated industries work smarter and faster. Thanks to Stephen and the Computer Weekly team for the thoughtful coverage. Read the full article: https://lnkd.in/g35bf5zy
We're proud to sponsor the European Contact Centre & Customer Service Awards (ECCCSA) — one of the most respected recognitions of CX excellence across Europe. The ECCCSAs celebrate organizations that push boundaries, elevate customer journeys, and set new standards for experience — values that sit at the core of our UnBPO™ mindset at Firstsource. This year, we're especially proud to be shortlisted across multiple categories, alongside Ascensos, a Firstsource company, who've been recognized for their exceptional work. None of this would be possible without our talented teams and the clients who partner with us to deliver customer-first transformation that creates lasting impact. To all finalists tonight: congratulations and best of luck. Here's to an evening celebrating the work that's shaping the future of customer experience.
Great to have the Everest Group team at our London office recently for a deep dive into what's truly reshaping the customer experience (CX) landscape. The conversation moved well beyond the headlines — unpacking where GenAI is driving tangible value in CX operations, how workforce models are shifting, and the new skills frontline teams need as automation redefines their roles. We also explored the technology forces transforming CX delivery and the emerging differentiators that will separate providers in a rapidly evolving market. One takeaway stood out: competitive advantage is shifting from scale to intelligence. Organizations moving with clarity and conviction are already pulling ahead. Thank you, David Rickard and Abhijnan Dasgupta, for the sharp perspectives and the future-focused exchange. We look forward to continuing the dialogue as the CX landscape accelerates.
It was great to welcome Marc Hardwick and Duncan Aitchison from TechMarketView to our London office. As a leading independent UK technology analyst firm, TechMarketView brings valuable perspective on the software and IT services landscape. The conversation ranged across the shifts shaping the UK CX landscape — from Public Sector and collections challenges to how organizations are building more agile, outcome-focused operating models. Thank you, Marc and Duncan, for the time and thoughtful insights. We look forward to the next conversation.
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.
