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🚨 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
Customer experience isn’t being incrementally improved. It’s being fundamentally re-architected — one real use case at a time. In a recent ISG (Information Services Group) webcast, Sudha Bhat, SVP – CX & Consulting, shared four AI-driven CX transformations that are already operating at scale — far beyond pilots, prototypes, or experimentation. ✔️ We’re seeing agent copilots that actively shape live customer conversations. ✔️ Conversational IVR that moves self-service from deflection to resolution. ✔️ Quality automation that replaces sampling with full interaction coverage. ✔️ And intelligent automation that connects desktops, channels, and end-to-end journeys. The signal is unmistakable: AI-led CX has moved from innovation theater to operational advantage. At Firstsource, this is the philosophy behind UnBPO™, embedding intelligence directly into operations so quality, compliance, and experience become always-on capabilities, not reactive afterthoughts. 👉 Catch the full webcast here: https://lnkd.in/gArNAZ2w
Healthcare revenue cycle management is under pressure from multiple directions – workforce shortages, rising patient expectations, regulatory complexity, and growing volumes across eligibility and enrollment. Traditional models aren't built for this reality. What's required now is a fundamentally different approach: intelligent, always-on workflows that can scale patient interactions without adding friction. Firstsource is partnering with Prosper AI to advance healthcare RCM with next-level Voice AI capabilities – enabling faster eligibility checks, broader Medicaid screenings, and more consistent patient outreach at scale. Together, we're combining deep RCM expertise with voice agents purpose-built for healthcare to deliver measurable outcomes for providers and smoother access for patients. This is UnBPO™ in action. Read more: https://lnkd.in/grK6yaJ7
Recognitions are useful markers for where an industry is really heading. Proud to share that Sourcepoint, a Firstsource company, has been named a 2026 Tech100 Mortgage award winner by HousingWire. For us, this isn't just a milestone; it's a marker of how fast expectations in mortgages are shifting. For a long time, "innovation" in mortgage tech meant incremental efficiency: a cleaner UI here, a faster workflow there. Now, leaders are being asked to do something harder – build operating models that can absorb volatility, manage risk in real time, and still scale responsibly. That's why we've been investing in industry‑specific LLMs and Digital Twins: not as buzzwords, but as ways for mortgage players to test scenarios safely, de‑risk decisions before rollout, and grow without simply adding more complexity. This recognition is a reminder that the conversation is moving from "Can we automate this?" to "Can we trust this at scale, in this market?" Grateful to our teams and partners who stay focused on that question and on helping clients operate with confidence. Read more: https://lnkd.in/eJCseqh5
Welcome to #LifeAtFirstsource, Arunava Bhattacharjee. Looking forward to building the next chapter of our journey together, as we strengthen our talent supply chain to support scale, agility, and long-term growth.
We’ve announced our Q3 FY26 Results, marking another quarter of strong execution, resilient performance, and sustained momentum across the business. Here’s a snapshot: Financial highlights ● Revenues at ₹ 24,431 million (US$ 274 million) ● EBIT at ₹ 2,915 million or 11.9% of revenues ● PAT adjusted for exceptional items, at ₹ 2,022 million, or 8.3% of revenue* ● Adjusted Diluted Earnings Per Share (EPS) of ₹ 2.87* ● FCF/adjusted PAT at 164% *Exceptional items include one-time impact of new Labour Codes. Business highlights ✅ 5 large deals signed in Q3, including 2 from new logos ✅ 9 new logos added, including 5 strategic logos ✅ Continued progress across BFS, Healthcare, CMT, and our diverse portfolio, supported by a healthy pipeline People highlights 👥 36,689 Firstsourcers globally 📉 Attrition down to 27.4%, improving by nearly 10 ppts over eight quarters 🌎 ~80% of gross hires in offshore and nearshore locations Recognition 🏆 Continued recognition from leading analyst firms and institutions, including Everest Group, NelsonHall, ISG (Information Services Group), Avasant, S&P Global, and Great Place To Work — reflecting our focus on performance, innovation, and sustainability. Outlook 📈 For FY26, we expect our revenue to grow in the range of 14.5% to 15.5% in constant currency terms. We now see our FY26 EBIT margin in 11.5% to 12% band. 🔗 Read more: https://lnkd.in/gMQS669H
