Firstsource Solutions Limited has been recognized as a Horizon 3 Market Leader in the HFS Research report, ‘HFS Horizons: Customer Experience Services, 2026’. This designation highlights Firstsource’s capabilities in ecosystem synergy and new value creation within the customer experience services value chain, based on its AI-native intelligence and proprietary Kairos operating system.
Firstsource Recognized as Horizon 3 Market Leader
Firstsource Solutions Limited, a global intelligence partner and an RP-Sanjiv Goenka Group company, has been named a Horizon 3 Market Leader in the latest HFS Research report, ‘HFS Horizons: Customer Experience Services, 2026’. The report assessed 33 service providers across the customer experience services value chain, evaluating their ability to drive ecosystem synergy and create new value through innovative models.
Key Strengths Highlighted
HFS Research specifically praised Firstsource for its “Al-native intelligence rooted in 25 years of CX operations.” Key elements contributing to this recognition include Firstsource’s Kairos operating system, Agentic AI Studio, and Intelligent Context Framework. These components are noted for transforming Al into actionable CX improvements.
Strategic Approach to CX
Ashish Chawla, Head – CX and Consulting at Firstsource, stated, “We built Kairos on a simple premise: Al creates enterprise value only when intelligence is connected to the work itself.” He emphasized that the value is experienced by customers through faster issue resolution and more relevant interactions. Firstsource’s integration of domain expertise with Al, data, and technology through its operating system allows continuous learning and improvement of customer experience and business outcomes.
Melissa Fersht, Executive Research Leader at HFS Research, commented on Firstsource’s unique positioning, noting, “Firstsource is pairing Al-native intelligence with 25 years of CX operations expertise, delivered through its Kairos operating system that aims to make one partner accountable for transformation, implementation, and operations.” This comprehensive approach, backed by proprietary intellectual property, secures Firstsource’s placement as a leader capable of orchestrating entire customer experiences.
Market Trends and Future Outlook
The report also addresses evolving market trends, highlighting a shift towards enterprises seeking partners who can take accountability for business outcomes, beyond just technology capabilities. Factors like proprietary data, owned IP, domain expertise, and measurable value delivery are becoming crucial differentiators. Notably, 76% of enterprise CX buyers are open to outcome-based or gainshare pricing models, though only 5% of contracts currently utilize them.
Firstsource’s Kairos operating system is designed to address this challenge by integrating domain knowledge, operational data, technology, and Al across transformation, implementation, and live operations. It aims to make each customer interaction smarter and enhance overall customer experience consistency.
The full HFS Horizons: Customer Experience Services, 2026 report is available at: Firstsource.com.
Source: BSE
