The UnBPOTM Quarterly | November 2025
Ritesh Idnani Chief Executive Officer & Managing Director, Firstsource
Foreword Beyond the Pilot: Why Transformation Requires Orchestration
When we launched UnBPOTM earlier this year, we challenged the fundamental assumptions of our industry. The response was immediate: business leaders didn’t debate whether transformation ...
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The AI-First Mindset: How Leaders Can Reimagine Organizations for Tomorrow
We are on the cusp of the most profound transformation in business since the Internet revolution. But this time, it’s not just about adopting new technology, it’s about fundamentally...
Ritesh Idnani Chief Executive Officer & Managing Director, Firstsource
Overcoming the AI Value Paradox: A Pragmatic Take to AI Value Creation
Walk into any boardroom today and you’ll hear the same buzzwords: generative AI, agentic AI, productivity, transformation. The energy is palpable. Leaders see AI as the next big unlock....
Jimit Arora CEO, Everest Group
Escaping Pilot Purgatory: Why 95% of AI Initiatives Never Scale
Anthropic recently ran a fascinating experiment called “Project Vend,” where they let Claude manage an automated store in their San Francisco office for about a month...
Aniket Maindarkar CMO, Firstsource
Beyond Outsourcing: Cultivating an AI-First Mindset in the Age of Disruption
I still remember the day I interviewed for my first job. It was at a large office near the airport, where an HR representative and an Operations leader sat across a desk..
Amar Akatrai SVP, Strategic Initiatives, Firstsource
The AI Intelligence Horizon: Banking’s Next Era of Intelligent Growth
Every era of banking begins with a question. In the early 2000s, it was how to cut cost without losing control. A decade later, it became how to scale digital without breaking trust...
Sreenath Shekharipuram SVP, BFSI Solutions & Capabilities, Firstsource
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