๐จ The economics of customer experience are being rewritten โ by Generative AI. Itโs not about adding AI to CX. Itโs about rethinking CX from the ground up โ with AI at the core. In our recent LinkedIn Live, leaders from Firstsource and Everest Group unpacked: ๐น Why the best customer call is the one you never have to take ๐น How GenAI unlocks personalization and productivity ๐น Whatโs holding enterprises back from AI at scale If youโre 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 Leaderโs Speak, Sudha Bhat, our SVP - CX & Consulting, shares how the future of Customer Experience is being redefined โ with Agentic AI and hyper-personalization transforming the way businesses connect with people. ๐ฌ Stay tuned as we decode whatโs next in CX.
๐ข Whatโs it like to be a #FirstsourceWoman? We asked Yvonne B. Pรฉrez, our Senior Vice President โ 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, โThere is more to being a woman at Firstsource than just work. Itโs about growing within your spaceโto 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, itโs much harder to thrive. Firstsource gives women the room to succeed in all aspects of life.โ 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 Raghuโs journey is proof that when talent meets the right platform, careers donโt just growโthey soar! Hereโs 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 โ responsible digital transformation for smarter and faster business results.
๐จ๐ป๐๐ฒ๐ถ๐น๐ถ๐ป๐ด ๐๐ถ๐ฟ๐๐๐๐ผ๐๐ฟ๐ฐ๐ฒโ๐ ๐๐ฆ๐ฅ ๐ฆ๐๐ผ๐ฟ๐ ๐๐ถ๐๐ต ๐๐ฆ๐๐ ! ๐โจ We are thrilled to collaborate with Indian School of Development Management (ISDM)โs Centre for Philanthropy for Inclusive Development to document Firstsourceโs CSR strategies in a compelling case study. Aligned with ISDMโs 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. ๐ ๐ช๐ต๐ฎ๐ ๐บ๐ฎ๐ธ๐ฒ๐ ๐ฒ๐บ๐ฝ๐น๐ผ๐๐ฒ๐ฒ ๐๐ผ๐น๐๐ป๐๐ฒ๐ฒ๐ฟ๐ถ๐ป๐ด ๐๐๐ฐ๐ฐ๐ฒ๐๐๐ณ๐๐น? ๐ก ๐๐ต๐ฎ๐น๐น๐ฒ๐ป๐ด๐ฒ๐ & ๐๐ผ๐น๐๐๐ถ๐ผ๐ป๐ ๐ถ๐ป ๐ฐ๐ฟ๐ฒ๐ฎ๐๐ถ๐ป๐ด ๐๐๐๐๐ฎ๐ถ๐ป๐ฎ๐ฏ๐น๐ฒ ๐๐ฆ๐ฅ ๐ฝ๐ฟ๐ฎ๐ฐ๐๐ถ๐ฐ๐ฒ๐ ๐ฑ ๐ฅ๐ฒ๐ฎ๐น-๐๐ผ๐ฟ๐น๐ฑ ๐ถ๐บ๐ฝ๐ฎ๐ฐ๐ ๐ผ๐ป ๐ฒ๐บ๐ฝ๐ผ๐๐ฒ๐ฟ๐บ๐ฒ๐ป๐, ๐ด๐ฒ๐ป๐ฑ๐ฒ๐ฟ ๐ฒ๐พ๐๐ฎ๐น๐ถ๐๐ & ๐ฐ๐ผ๐บ๐บ๐๐ป๐ถ๐๐ ๐ฑ๐ฒ๐๐ฒ๐น๐ผ๐ฝ๐บ๐ฒ๐ป๐ 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. Weโre excited to contribute to ISDMโs curriculum and inspire the next generation of development management professionals!
Weโre beyond thrilled to be recognized as one of the โ๐ ๐ฎ๐๐๐ฒ๐ฟ๐ ๐ผ๐ณ ๐๐ซโ ๐ฎ๐ ๐๐ต๐ฒ ๐๐ซ ๐ง๐ฟ๐ฎ๐ป๐๐ณ๐ผ๐ฟ๐บ๐ฎ๐๐ถ๐ผ๐ป ๐๐ผ๐ป๐ฐ๐น๐ฎ๐๐ฒ ๐ฎ๐ฌ๐ฎ๐ฑ! This award is a testament to the passion, dedication, and innovation that our teams bring to every customer interaction. #CX isnโt just about delivering great service โ itโs about creating meaningful connections, solving real problems, and making life easier for our customers who are at the heart of everything we do. Weโre not just setting benchmarks; weโre redefining them. A huge thank you to our incredible teams, clients, and partners for making this possible! ๐ Hereโs to pushing the boundaries of CX excellence! ๐ ๐ก Learn more about how we are transforming CX: https://lnkd.in/gct5NCeH
Whatโs it like to be a Firstsource Woman? ๐ Itโs 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 journeyโone of resilience, mentorship, and growth. From breaking barriers to lifting others, her story is a testament to whatโs 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 โ itโs about creating meaningful experiences. Here are some of the key shifts we explored: ๐น Contact Centers as Experience Hubs โ Efficiency alone is no longer the end goal. With intelligence and automation, contact centers are evolving into powerful customer engagement engines. ๐น Hyper-Personalization at Scale โ AI-driven workflows are transforming the landscape, replacing one-size-fits-all interactions with experiences tailored to each customer. ๐น Agentic AI in Action โ Itโs not just about automation; AI is empowering agents to make smarter decisions and deliver seamless experiences. ๐น Keeping the Human Touch โ While AI can optimize processes, trust, empathy, and human expertise remain irreplaceable in delivering exceptional CX. ๐น AI with Impact โ 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.โฏFrom 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. ๐๐ผ๐ ๐ฐ๐ฎ๐ป ๐ต๐ฒ๐ฎ๐น๐๐ต๐ฐ๐ฎ๐ฟ๐ฒ ๐น๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐ ๐บ๐ถ๐๐ถ๐ด๐ฎ๐๐ฒ ๐๐ต๐ฒ ๐ฐ๐ต๐ฎ๐น๐น๐ฒ๐ป๐ด๐ฒ๐ ๐ผ๐ณ ๐๐ ๐ถ๐ป๐๐ฒ๐ด๐ฟ๐ฎ๐๐ถ๐ผ๐ป? Read the full article here: https://lnkd.in/gpKXJyp8
