Firstsource

Firstsource has been named a Leader in the Overall Market Segment in the NelsonHall Healthcare Payer Agility & Innovation NEAT Evaluation 2026. Healthcare payers are moving beyond experimentation with AI and focusing on how to embed it into production workflows, where automation, co-pilots, and data-driven insights support everyday operational decisions. NelsonHall’s evaluation called out our AI-powered co-pilots and agentic AI workflows as production-ready capabilities, not pilot-stage deployments, a distinction that reflects our UnBPO™ shift from labor-led to intelligence that operates.    This recognition reinforces our approach to build intelligence as an integral part of how work gets done, rather than an overlay. Learn more: https://lnkd.in/gmzd8fyz #WeMakeItHappen #FirstsourceProud #AnalystRecognition #UnBPO™ | Matthew Barlow | Bilal Chaudhry |

Firstsource has been named a Leader in the Everest Group Healthcare Payer Intelligent Operations PEAK Matrix® Assessment 2026.   As payer operations evolve, the focus is shifting toward more integrated, accountable models that bring together transformation, technology, and execution. Everest Group recognized Firstsource’s UnBPOᵀᴹ approach and BPaaS-led growth as key to enabling this shift.   This recognition reinforces the progress we’re making, helping health plans turn transformation ambition into real, measurable impact by making intelligence truly operate at the core of their business.   Learn more: https://lnkd.in/gRc2hKJF   #FirstsourceProud #AnalystRecognition #UnBPO™ #IntelligenceThatOperates   Matthew Barlow | Vivek Kumar

Cities are becoming the ultimate test case for AI.   At the 33rd Convergence India Expo 2026, as part of the AI & IoT: Powering the Future City Revolution panel, our Chief Digital & AI Officer, Hasit Trivedi shared a critical shift underway: as Indian cities evolve, the real opportunity is not just to add more technology, but to make systems work together, in ways that are more responsive, inclusive, and citizen-centric. That is where the conversation shifts from innovation to impact.   Because a future-ready city isn’t defined by how much data it collects. It’s defined by how well it turns that data into action – faster services, smarter decisions, safer environments, and better everyday experiences for citizens.   The real challenge, and the real opportunity, is operational. It is about building intelligence that does not sit on the sidelines, but actually works inside the system, connecting data, workflows, and decision-making at scale.   And that requires more than capability. It requires accountability, governance, and trust.   As Hasit noted, ethical AI, data privacy, and equitable access are not optional add-ons. They are foundational to making sure progress is inclusive and sustainable.   At Firstsource, this is exactly the lens we bring to enterprises, too. Whether it is cities or businesses, the future belongs to models that do not just promise intelligence, they operationalize it to deliver real outcomes.   #WeMakeItHappen #UnBPO™ #IntelligenceThatOperates #ConvergenceIndia2026

Firstsource is now a GBPO Solutions Accredited member – an independent accreditation purpose-built for BPOs.   This recognition matters because it is built on independent assessment across the essentials that shape delivery at scale – people, processes, policies, and technology. That is where trust is built and sustained.   As enterprises look for partners who can bring consistency, accountability, and long-term value, the bar for excellence is rising. Because ultimately, the value of intelligence is in how consistently it shows up in execution.   Being part of the world’s first dedicated BPO accreditation network reinforces our commitment to transparent excellence and to building partnerships that last.   #WeMakeItHappen #IntelligenceThatOperates #UnBPO™ #GBPOAccredited #FirstsourceProud 

Everyone wants to scale customer experience. Few are honest about what breaks when you try. The biggest myth? That CX scale is a technology problem. It isn’t. It’s an operating model problem. More tools, more data, more channels - none of it fixes fragmented ownership, slow decisions, or disconnected workflows. At scale, those gaps only get worse. CX doesn’t fail for lack of intent. It fails because it isn’t built into how the business actually runs. Scaling CX is not about doing more. It’s about redesigning how decisions get made. We unpack the myths and what it really takes to get it right. https://lnkd.in/eKFxA9Bf Firstsource #WeMakeItHappen #CustomerExperience #CXTransformation #AIatScale #UnBPO™ #IntelligenceThatOperates

Three days at Emergence CXO Summit US 2026, and one thing was clear: we’ve officially moved past the AI hype cycle.   This is now about execution. The conversations weren’t about what AI can do. They were about why it isn’t working yet at scale, and what it actually takes to fix that. Because the gap is real. AI capability has raced ahead. Enterprise reality hasn’t. What stood out across the summit was a shift in mindset: from experimenting with AI… to rebuilding around it.   We heard leaders talk about: ✔️designing AI-ready organizations, not just AI projects ✔️rethinking architecture to enable speed, not slow it down ✔️moving from workflows to human + AI operating models ✔️and aligning commercial models to outcomes, not effort This isn’t incremental change. It’s a full operating model reset.   The most valuable moments weren’t the big ideas, they were the honest ones. What it actually takes to move from pilot to production.  Why most transformations stall. And how a few are breaking through to real, enterprise-wide impact.    Our partners brought that to life, not as concepts, but as working solutions. Because the shift from idea to execution doesn’t happen in isolation.   And in between all of that, the real magic: conversations that challenge your thinking, connections that outlast the event, and a shared recognition that this transformation is as much cultural as it is technological.    Because adopting AI is the easy part. Operationalizing intelligence, consistently, responsibly, at scale, that’s the real work.   #WeMakeItHappen #EmergenceCXOSummit #UnBPO™ #IntelligenceThatOperates

Over three electrifying days at SOAR 2026, our Global Sales Summit brought together leaders, partners, and teams from across the world—united by one bold ambition: turning AI into real, measurable, lasting impact.   The energy was unmistakable. This wasn’t just a series of sessions—it was a shift in mindset. From powerful fireside chats to sharp, future-focused discussions on agentic AI, CX, and next-gen operating models, to hands-on deep dives into large deal shaping, pricing, and go-to-market alignment—the message came through loud and clear: reimagining value isn’t a choice anymore, it’s our growth engine.   Our partners elevated the experience at every turn—through immersive demos, dynamic booths, and real-world solutions that showcased the true power of collaboration in action.   And in between it all? The moments that matter just as much—high energy, real connections, and celebrations that reminded us why we do this together. Because building the future is serious work—but it’s also powered by culture, camaraderie, and shared belief.   Three unforgettable days. One unstoppable ambition: Intelligence That Operates.   #WeMakeItHappen #SOAR2026 #LeadTheChange #GlobalSalesSummit #IntelligenceThatOperates

Gurugram, we’re still hiring!    We’re looking for Customer Service Associates to join us, and roles are filling fast. If you’ve been thinking about applying, this is your sign to do it now.   Whether you’re a fresher or have some experience, there’s an opportunity for you here. 📍 Gurugram ⏳ Immediate openings 👉 Apply now: https://lnkd.in/gsjp_B7Z Know someone who’s still looking? Tag them 👇   #WeMakeItHappen #LifeAtFirstsource #Hiring #GurugramJobs #GurgaonJobs #CustomerService

Most COOs I talk to are eager to scale AI, but there is a persistent gap between the promise of the technology and operational reality. The question teams are grappling with isn't the business case for productivity—it’s the case for reliability in trust-critical business operations. You can’t scale what you can’t govern at the moment of execution. As I explore in the latest UnBPO Quarterly, reliability doesn't emerge from the AI model alone. It requires a Control Plane—the governance infrastructure essential to delivering Intelligence That Operates. Without it, you aren't scaling an operation; you're scaling risk. Check out the article to see the three questions every leader should ask to define and scale an AI-first operating model. Scaling AI in Operations: https://lnkd.in/dyqARYvU Intelligence That Operates: https://lnkd.in/dM3FkCm9 #DigitalTransformation #Operations #COO #AI #Firstsource

UK mortgage lenders are not short on technology investment. But the gap between ambition and execution remains wide.   That was the consistent theme at UK Finance’s recent Mortgage Tech Pulse webinar, based on Fignum’s research.   Across 40+ lenders, the pattern is clear: Origination is improving. Servicing is not. Complexity is rising. Automation isn’t keeping up. Innovation is accelerating. Delivery isn’t.   The takeaway? Transformation is no longer about intent. It’s about execution. And execution breaks down where systems, processes, and data don’t connect.   This is where the operating model matters, connecting how intelligence is designed, implemented, and run as one continuous, accountable system.   As Lisa Neary, VP – Financial Services New Business, Firstsource, highlighted, the foundation is critical. Without clean, connected data, AI doesn’t fix the problem. It makes it worse.   We’ll take this forward at the Building Societies Annual Conference in Edinburgh this April, with a sharper focus on servicing transformation and closing the execution gap. If you’re attending, let’s connect.   #WeMakeItHappen #UnBPO™ #IntelligenceThatOperates #MortgageTechnology #UKFinance