“ We’re not here to make your old system cheaper.
We’re here to help you build a better one”
Re-imagining Operations
- 1. Location dispersion leads to “location debt.” –AI Centers of excellencewith rich talent pools will be the new standard.
- 2. Deep domain expertise – being an inch wide & mile deep – is needed for competitive differentiation & to understand customer needs.
- 3. Traditional commercial models are outdated & it’s time to embrace non-linear, outcome-driven approaches.
Re-engineering Talent
- 4. The future of work is evolving. Redefining Who (employees, gig workers, AI agents), How (task allocation), & What (skills) is crucial.
- 5. Hierarchies are outdated. Organizations must identify roles that create outsized value and foster collaboration over silos.
- 6. Hyper-personalized skilling is the future & middle management must adapt, shed outdated power structures & embrace new skills.
Re-building Technology
- 7. The lines between front office, back office, IT, and BPO are blurring and enter services as software.
- 8. Labor arbitrage is table stakes. The next frontier will be Technology arbitrage – not just for cost, but for leverage.
- 9. AI isn’t just technology – it’s a mindset. Integrating AI into everything and democratizing access is key to staying ahead.
- 10. Partnerships are critical. We see ourselves as orchestrators of a symphony of partners delivering maximum customer value.
Firstsource is transforming & reshaping the industry by leveraging deep domain expertise, advanced technology, and a redefined approach to talent and partnerships, setting a new benchmark for value creation
Industry Endorsement for UnBPOTM
The time to unlearn the old BPO model and relearn these new thresholds of value creation has arrived, and I laud Firstsource’s bold approach to staying ahead of secular change.
I applaud Firstsource as a forward-thinking partner whose approach creates agility in today’s fast-changing, AI-driven world.
The UnBPO™ approach accelerates transformation and puts AI first in reimagining strategies around people, processes, and technologies.