🚨 The economics of customer experience are being rewritten – by Generative AI. It’s not about adding AI to CX. It’s about rethinking CX from the ground up – with AI at the core. In our recent LinkedIn Live, leaders from Firstsource and Everest Group unpacked: 🔹 Why the best customer call is the one you never have to take 🔹 How GenAI unlocks personalization and productivity 🔹 What’s holding enterprises back from AI at scale If you’re eager to learn more about future of CX, this conversation is for you. Watch the full session here: https://lnkd.in/dQPhp2Qb
In this edition of Leader’s Speak, Sudha Bhat, our SVP - CX & Consulting, shares how the future of Customer Experience is being redefined — with Agentic AI and hyper-personalization transforming the way businesses connect with people. 💬 Stay tuned as we decode what’s next in CX.
📢 What’s it like to be a #FirstsourceWoman? We asked Yvonne B. Pérez, our Senior Vice President – Provider Global Delivery and Co-Chair, Women Inspiration Network. With 25 years in the healthcare revenue cycle space, Yvonne is a powerhouse of innovation, accountability, and a passionate advocate for women in leadership. She shares, “There is more to being a woman at Firstsource than just work. It’s about growing within your space—to lead, to learn, and to succeed. That growth impacts not just you, but your family and coworkers. When we ignore those other parts of life, it’s much harder to thrive. Firstsource gives women the room to succeed in all aspects of life.” From challenging norms to championing change, Yvonne is redefining what leadership looks like for women in healthcare.
We celebrate growth, ambition, and the power of opportunity at Firstsource. #WingsWithin, our internal mobility program, is all about empowering our people to take that next step, chase their goals, and shape their own success stories. Senthilnathan Raghu’s journey is proof that when talent meets the right platform, careers don’t just grow—they soar! Here’s to endless possibilities and the incredible #Firstsourcers making them happen every day.
We had an incredible time onsite at the Association of Test Publishers (ATP) Innovations in Testing 2025 last week! Our leaders Tij Nerurkar, SVP & Global Head of Education Technology, and Joseph Ravi, VP, Sales & Business Development shared insights on how #Gen AI, #automation, and #CXtransformation are redefining efficiencies and outcomes. Discover Firstsource #relAI – responsible digital transformation for smarter and faster business results.
𝗨𝗻𝘃𝗲𝗶𝗹𝗶𝗻𝗴 𝗙𝗶𝗿𝘀𝘁𝘀𝗼𝘂𝗿𝗰𝗲’𝘀 𝗖𝗦𝗥 𝗦𝘁𝗼𝗿𝘆 𝘄𝗶𝘁𝗵 𝗜𝗦𝗗𝗠! 🌍✨ We are thrilled to collaborate with Indian School of Development Management (ISDM)’s Centre for Philanthropy for Inclusive Development to document Firstsource’s CSR strategies in a compelling case study. Aligned with ISDM’s Postgraduate Program in Development Management, the case study offers a deep dive into our holistic approach to education, healthcare, environmental sustainability, and community engagement, offering students real insight and impact. 🔍 𝗪𝗵𝗮𝘁 𝗺𝗮𝗸𝗲𝘀 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝘃𝗼𝗹𝘂𝗻𝘁𝗲𝗲𝗿𝗶𝗻𝗴 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹? 💡 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀 & 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗶𝗻 𝗰𝗿𝗲𝗮𝘁𝗶𝗻𝗴 𝘀𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝗖𝗦𝗥 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀 🌱 𝗥𝗲𝗮𝗹-𝘄𝗼𝗿𝗹𝗱 𝗶𝗺𝗽𝗮𝗰𝘁 𝗼𝗻 𝗲𝗺𝗽𝗼𝘄𝗲𝗿𝗺𝗲𝗻𝘁, 𝗴𝗲𝗻𝗱𝗲𝗿 𝗲𝗾𝘂𝗮𝗹𝗶𝘁𝘆 & 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 From in-depth interviews with our leaders, employees, and external partners, to exploring how our initiatives create lasting change, this case study is an opportunity to showcase our journey, learnings, and innovations in the CSR space. We’re excited to contribute to ISDM’s curriculum and inspire the next generation of development management professionals!
We’re beyond thrilled to be recognized as one of the “𝗠𝗮𝘀𝘁𝗲𝗿𝘀 𝗼𝗳 𝗖𝗫” 𝗮𝘁 𝘁𝗵𝗲 𝗖𝗫 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗖𝗼𝗻𝗰𝗹𝗮𝘃𝗲 𝟮𝟬𝟮𝟱! This award is a testament to the passion, dedication, and innovation that our teams bring to every customer interaction. #CX isn’t just about delivering great service – it’s about creating meaningful connections, solving real problems, and making life easier for our customers who are at the heart of everything we do. We’re not just setting benchmarks; we’re redefining them. A huge thank you to our incredible teams, clients, and partners for making this possible! 💙 Here’s to pushing the boundaries of CX excellence! 🚀 💡 Learn more about how we are transforming CX: https://lnkd.in/gct5NCeH
What’s it like to be a Firstsource Woman? 💙 It’s about turning challenges into opportunities, having the courage to lead, and being part of a culture that empowers you to thrive. Meet Sania Ahmed, Senior Manager, Presales, as she shares her journey—one of resilience, mentorship, and growth. From breaking barriers to lifting others, her story is a testament to what’s possible when women are supported to succeed.
A few of our senior leaders recently had the pleasure of hosting our partners from Everest Group for an open and insightful conversation about the future of contact centers. One thing was clear: CX is no longer just about handling interactions — it’s about creating meaningful experiences. Here are some of the key shifts we explored: 🔹 Contact Centers as Experience Hubs — Efficiency alone is no longer the end goal. With intelligence and automation, contact centers are evolving into powerful customer engagement engines. 🔹 Hyper-Personalization at Scale — AI-driven workflows are transforming the landscape, replacing one-size-fits-all interactions with experiences tailored to each customer. 🔹 Agentic AI in Action — It’s not just about automation; AI is empowering agents to make smarter decisions and deliver seamless experiences. 🔹 Keeping the Human Touch — While AI can optimize processes, trust, empathy, and human expertise remain irreplaceable in delivering exceptional CX. 🔹 AI with Impact — The true challenge is not just deploying AI but scaling it thoughtfully to drive meaningful business outcomes. We thank the Everest Group leaders for their invaluable insights. Here's to continuing the conversation and driving the future of CX together!
Integrating AI into existing IT infrastructures can be a daunting task. From ensuring data quality and accessibility to embedding AI seamlessly into existing workflows while maintaining regulatory compliance, healthcare organizations must navigate multiple complexities. In a recent article Healthcare IT Today captured insights from Anup Panthaloor, EVP, Health Plans and Healthcare Services, Firstsource, and other industry leaders on steps organizations can take to proactively identify and address the challenges in AI integration. 𝗛𝗼𝘄 𝗰𝗮𝗻 𝗵𝗲𝗮𝗹𝘁𝗵𝗰𝗮𝗿𝗲 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗺𝗶𝘁𝗶𝗴𝗮𝘁𝗲 𝘁𝗵𝗲 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀 𝗼𝗳 𝗔𝗜 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻? Read the full article here: https://lnkd.in/gpKXJyp8
