The UnBPOTM Quarterly | August 2025
Foreword Rewriting the Rules: Why the Future of Business Process Services Starts Now
Welcome to the inaugural edition of UnBPOTM Quarterly – our thought leadership platform where we challenge conventional wisdom and chart the course for the future of business process services...
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Why UnBPO™ Is Just the Beginning of Firstsource's Next 25 Years
Why UnBPOTM Is Just the Beginning of Firstsource's Next 25 YearsBy Ritesh Idnani, CEO and MD, FirstsourceAs Firstsource approaches its 25th anniversar...
Ritesh Idnani Chief Executive Officer & Managing Director, Firstsource
From Full-Stack to Micro-Specialists: Agentic AI Rewires Work
From Full-Stack to Micro-Specialists: Agentic AI Rewires WorkBy Hasit Trivedi, President and Chief Digital. AI Officer for FirstsourceIt would be...
Hasit Trivedi President and Chief Digital & AI Officer, Firstsource
Services-as-Software Presents a $1.5 Trillion Opportunity for Both Software and Services Firms
Services-as-Software Presents a $1.5 Trillion Opportunity for Both Software and Services FirmsBy Phil Fersht, CEO and Chief Analyst, HFS Research Saur...
Phil Fersht CEO and Chief Analyst, HFS Research
Saurabh Gupta President, Research and Advisory Services, HFS Research Reproduced with permission from HFS Research
How Agentic AI is Eliminating Customer Service Backlogs?
Picture this: A customer reaches out with an urgent issue and gets an immediate, personalized response—at 3 AM on a holiday weekend. Meanwhile...
Manish Jain VP – Head AI and Emerging Tech Architect, Firstsource
Debt Collection: AI, Compliance, and Empathy in an Era of Rising Delinquencies
Debt Collection: AI, Compliance, and Empathy in an Era of Rising DelinquenciesBy Arjun Mitra, Head of Collections, Firstsource Tony Balon, Vice Presid...
Arjun Mitra Head Collections, Firstsource
Tony Balon Vice President Operations, Firstsource
Keeping Humans in the Center of AI Transformation
Keeping Humans in the Center of AI TransformationBy Aniket Maindarkar, Chief Marketing Officer, FirstsourceThe most powerful AI implementations don't ...
Aniket Maindarkar Chief Marketing Officer, 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 ...
Ritesh Idnani Chief Executive Officer & Managing Director, Firstsource
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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