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Outsourcing isn't evolving. It's being rebuilt. New HFS Research confirms what we're seeing across clients: the future belongs to operations powered by intelligence — where performance scales without linear cost growth. The shift is already underway. Enterprises are moving from capacity-based models to outcome-based execution. AI is being architected into workflows from day one — not layered on later. This is the foundation of UnBPO™ — reimagining traditional outsourcing as AI-first, services-as-software platforms built for measurable impact. The divide between intelligence-led operations and headcount-led models is becoming clearer. Read our MD & CEO Ritesh Idnani's analysis of the latest HFS findings: https://lnkd.in/gVF_6NYW
Proud moment for Firstsource! 🎉 We're recognized as "Top 1% S&P Global CSA Score" and included in the S&P Global Sustainability Yearbook 2026, for the third consecutive year. With an S&P Global Sustainable1 ESG & CSA score of 87 each, we're recognized as a leader among top-performing companies across industries and a top performer in Professional Services. This achievement reflects the momentum of FirstConscious, our purpose-led ESG framework, and the collective effort of #Firstourcers worldwide. A huge thank you to everyone who has helped turn our commitments into measurable progress. Let's keep building a resilient, responsible, and future-ready organization. 🌍💚 Read more: https://lnkd.in/gBXbmS4j
Give to Gain. Progress has never been a solo journey. It grows when we invest in one another — when we share knowledge, open doors, amplify voices, and create space for others to rise. This International Women's Day, we celebrated the power of reciprocity. Because when organizations invest in women — through opportunity, mentorship, trust and leadership — everyone moves forward. Stronger careers. Stronger businesses. Stronger communities. At Firstsource, we believe that when we give opportunity, support, and belief, we gain progress for all.
Most lenders treat outsourcing as a rate card problem. A leading US non-prime lender treated it as an opportunity to transform their operating model. Powered by the UnBPO™ approach, Firstsource helped cut cost-to-serve by over 50%, achieve superior collections performance, and build an AI-ready recoveries backbone - all while keeping core systems in-house. Outcomes: 📈Cost-to-serve ↓ >50% 🚀 Best-in-class collection rate for 1-pay delinquent customers across all teams 🔧 Compliance scores exceeding all targets Read the full HFS Research case study to see how: https://lnkd.in/dMWqcxpV
Teamwork was on full display at our recent Volleyball Tournament in Vijayawada, India. Colleagues came together for an afternoon of healthy competition, energy, and collaboration — with closely contested matches that reflected strong coordination both on and off the court. This event showcased the vibrant, people-driven culture at Firstsource, where teamwork fuels achievement and creates unforgettable moments. Congrats to all who participated and made it a success! 🏆
🚨 UnBPO™ Quarterly Volume 03 is live. This edition focuses on a critical question many enterprises are grappling with: how do you move from AI experimentation to scalable, trusted outcomes? Across technology architecture, governance, customer experience, marketing, innovation, and content, Volume 03 explores what leaders must get right to build capabilities, not just pilots. 🔎 Two quick takeaways: • Organizations that embed governance, a control plane, and the right tech stack are better positioned to scale AI with lower risk and higher trust in decisions. • Shifting mindsets across CX, marketing, and innovation – and moving beyond surface-level content - enables deeper engagement and more sustainable business value. Together, these perspectives outline what it takes to transition from isolated initiatives to disciplined, enterprise-wide execution. ✅ Download UnBPO™ Quarterly Volume 03: https://lnkd.in/gUiUK3Mx
Sometimes, the next big opportunity is already in front of you. Matt Irvin Zanoria moved from Sr. Executive to Assistant Manager in Workforce Management, expanding his leadership while building on the foundation he had already established. Through hashtag#WingsWithin, he experienced what makes internal mobility work: leaders who create deliberate growth opportunities, the confidence to stretch into new responsibilities, and the advantage of familiarity — knowing the work, the people, and the pace of execution. As Matt shares: "My previous manager guided me by putting me in situations where he knew I'd grow. With a go-getter attitude, I took on the challenge.” When talent meets intentional leadership, progression becomes momentum. Explore your next move at Firstsource: https://lnkd.in/d24xccZ4
Most CX programs don't fail on insight. They fail on execution. Everest Group's 2025 research shows nearly 90% of enterprises plan to increase CX investment this year—yet many still struggle to turn intelligence into action that moves the needle. Four shifts define CX leaders today: ➤ Friction first, efficiency second: Automating broken journeys scales the pain ➤ Journeys, not just scores: NPS shows where it breaks; journey intel shows how to fix it ➤ Insights + accountability: Know who owns the fix ➤ Execution partners, not advisors: Operationalize intelligence, own outcomes This is the UnBPO™ mindset—turning CX intelligence into measurable business value through disciplined execution. 👉 Read the full analysis: https://lnkd.in/gGB8DmKG
What a day in Cape Town! 🌍✨ A year after setting the ambition to significantly grow Firstsource in South Africa, our MD & CEO, Ritesh Idnani returned to our new Roelands Street, Gardens site — a living example of that promise delivered, with new UK clients onboarding and our SA footprint scaling fast. Joined by Rajiv Malhotra, Head – EMEA Business and Noel Carbutt, SVP & Country Head – South Africa, Ritesh talked momentum in action: global expansion (including our newest site in Puerto Rico) and capability-led M&A like the acquisition of Pastdue Credit Solutions to deepen collections and financial services. He made a great point on AI: it’s here to amplify advisors with sharper insights and smarter tools, not replace them. Big energy. Big ambition. South Africa is becoming a strategic nearshore hub — and our Gardens, Boulevard, and Salt River teams are where that future is taking shape. 💜✨
Most AI pilots never scale. And almost always, it’s not a technology problem. What I’ve consistently seen is this: organizations treat AI like a feature to test, not a capability to build. The result? Clever proofs of concept that never translate into real business outcomes. In my article in the latest edition of the UnBPO™ Quarterly, Escaping Pilot Purgatory, I share a practical way forward – a three-horizon view of AI value (Operational → Competitive → Market) and six execution levers that help leaders move from pilots to sustained advantage. The real unlock is building two muscles in parallel: deep domain expertise and organizational agility, while designing AI-human orchestration that actually changes how work gets done. If your teams are running pilots without clear ROI, this framework is meant to help reset the conversation, from experimentation to execution. Read the full piece here and let’s discuss what the biggest non-technical blocker you’re facing in scaling AI pilots: https://lnkd.in/eEnA48C3
