Gold at the CMSWire IMPACT Awards 2026 for Best Customer Experience Transformation is a strong validation of what is possible when AI, insight, and human judgment work together. This win reflects the role Firstsource is playing in helping leading enterprises transform highly complex customer experiences at scale, where precision, accountability, and performance have to move together. The shift is clear: customer experience is no longer a standalone function. It has to operate as an integrated model, where AI drives speed and insight, and human judgment ensures context and control. At Firstsource, we are building AI-led, insight-driven operations that simplify complexity, scale intelligently, and stay accountable to outcomes at every step. Because in the end, transformation is only real when it shows up in outcomes. Proud of the teams and partners who made this happen.
Firstsource has earned an ‘A’ rating in CDP’s Supplier Engagement Assessment, and ‘B’ ratings in Climate and Water Security disclosures, a clear signal of how we’re strengthening ESG across our operations and value chain. This is what FirstConscious looks like in practice, moving from intent to execution, and from isolated initiatives to a more integrated, accountable way of operating. We’re not approaching sustainability as a set of initiatives. We’re building it into how the business runs. And that’s where real, long-term impact will come from. Read more: https://lnkd.in/ejUJYjBy
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
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
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.
Firstsource recognized at the 2026 AI Excellence Awards for Small Language Models – Strategic Planning, among organizations across 36 industries and 15+ countries. Why this matters: in regulated environments like mortgage, what matters is precision, control, and the ability to operationalize intelligence with accountability. That is the thinking behind our Mortgage Language Model (MLM) – purpose-built for underwriting, trained on agency guidelines, investor overlays, and 30,000+ real scenarios, with decision reasoning that de
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.
At Firstsource, careers are not shaped by one moment – they grow across roles, experiences, and new opportunities. Priscilla Shannon Sotres R’s journey from our Mexico office is a great example of that. From starting as a Customer Service Representative to building depth in Quality and now stepping into Talent Acquisition, her path reflects what happens when brilliant people are given the space to explore and evolve. Through Wings Within, our internal mobility program, she found the support to move with confidence, apply her experience in new ways, and grow into a role that helps build stronger teams – a true example of uncommon careers in action. Because when you combine brilliant people with the right opportunities and the backing of a culture that embraces change and bold tech, growth becomes inevitable. Ready to explore your own path? Visit https://lnkd.in/d24xccZ4
AI doesn't need more hype. It needs a new operating model. Most enterprises are still trying to bolt AI onto structures built for another era - siloed teams, linear handoffs, effort-based contracts. No wonder the pilots stall. A year ago, when we introduced UnBPO™, we said the services industry would have to reinvent itself for a world where intelligence, not labor arbitrage, becomes the primary input. This was our call that the old outsourcing playbook wouldn't survive the agentic era. At Firstsource, we've now redrawn our operating model around one simple idea: if we can't underwrite the outcome, we haven't earned the right to operate it. We call this Intelligence That Operates - a full-stack, agent-first way to design, build, and run AI in production, where every decision makes the system smarter for the next. This isn't about buying capability. It's about owning results. And it's already reshaping how our clients think about the work their businesses will be built on next.
Careers are rarely built alone. As part of our #GiveToGain series, we're sharing stories of women across Firstsource – the people who lifted them, and how they're paying it forward. Because in an AI-driven world, progress isn't just about technology, it's about people who invest in each other's growth. At Firstsource, mentorship, supportive leaders, and a culture of shared learning help create an environment where that support multiplies. For Nilda, our Executive Director in Puerto Rico, it was a leader who listened, believed in her, and challenged her to grow beyond what she thought possible. For Kate, it's about showing up for others the way someone once showed up for her – sharing knowledge, opening doors, and choosing to give generously. 👉 Ready to work where people support your growth? Explore opportunities: https://lnkd.in/d24xccZ4
