The UnBPOTM Quarterly | February 2026
Ritesh Idnani Chief Executive Officer & Managing Director, Firstsource
Foreword The Translation Problem
Here's what I keep hearing from leaders across industries: "We know AI works. We're just not sure we can trust it at scale." That gap between what's possible and what's actually deployable is where most transformation...
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Building the Tech Stack for the Future of Work: The UnBPO™ Playbook
For 25 years, Business Process Outsourcing (BPO) meant one thing: doing work faster, cheaper, and better, and that often meant delivering your mess for less.
Ritesh Idnani Chief Executive Officer & Managing Director, Firstsource
Why Scaling AI in Operations Without a Control Plane is a Risk, Not a Strategy
Here is the uncomfortable truth about AI in enterprise operations: the technology isn't the bottleneck. Governance is.
Kumaran Shanmuhan Chief Strategy Officer, Firstsource
3 Myths About Scaling CX with AI
AI is now deeply embedded in customer experience. Chatbots handle scale, agent assist tools support frontline teams, and analytics increasingly guide operational decisions. For most organizations, the question is no longer whether AI belongs in CX.
Sudha Bhat SVP, Customer Experience, Firstsource
When a Beam of Light Changed My Marketing Mindset
The world is pushing into our frame - new technology, new expectations, new behaviors, new competitors. We cannot stand at a respectful distance anymore. We must meet the moment. We must reach forward. We must break the frame of how we’ve always done things.
Harry Jose SVP, Marketing, Firstsource
Enabling AI Innovation at Scale Needs an Innovation Value-Chain
In October 2016, I followed Robert Frost’s advice of “The Road Not Taken” and left my familiar and comfortable universe of academic and public sector/government-funded R&D, and co-founded an AI/ML tech start-up called AiDA Technologies.
Professor Shonali Krishnaswamy Director, Monash AI Institute and Associate Dean Innovation, Faculty of Information Technology
Beyond Content: The Media Company as Community Platform
The media industry is facing its most profound transformation since the invention of the printing press. Traditional content distribution models are crumbling as AI reshapes how people discover and consume information.
Tij Nerurkar SVP - Global Head - Education Technology
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