Key Announcement
Firstsource Solutions Limited has been recognized as a Horizon 3 Market Leader in HFS Research's HFS Horizons: Customer Experience Services, 2026 report. The assessment evaluated 33 service providers including CX specialists, global system integrators, and consultancies across the HFS customer experience services value chain.
Recognition Details
Horizon 3 recognition specifically acknowledges providers that move beyond functional and end-to-end experience transformation to create new sources of value through ecosystem collaboration, Services-as-Software models, and capabilities spanning talent, domain, technology, data, and change.
HFS Assessment Highlights
HFS describes Firstsource as "AI-native intelligence rooted in 25 years of CX operations." The assessment specifically highlights Firstsource's Kairos operating system, Agentic AI Studio, and Intelligent Context Framework as key elements of its approach to AI-native CX transformation.
Management Commentary
Ashish Chawla, Head – CX and Consulting at Firstsource, stated that the company built Kairos on the premise that AI creates enterprise value only when intelligence is connected to the work itself, with ultimate value experienced by the customer through faster resolution and more relevant interactions.
HFS Executive Commentary
Melissa Fersht, Executive Research Leader at HFS Research, noted that Firstsource is pairing AI-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.
Industry Context
The report highlights a significant gap in the market: 76% of enterprise CX buyers are open to outcome-based or gainshare pricing models, while only 5% of contracts currently use those models.
Technology Platform
Firstsource's Kairos operating system for Intelligence That Operates was specifically built to address the operating challenge of outcome-based models. It brings together domain knowledge, operational data, technology, and AI engineering across transformation, implementation, and live operations.
Report Access
The complete HFS Horizons: Customer Experience Services, 2026 report is available at: https://www.firstsource.com/insights/resource-hub/research-report/hfs-horizon-3-cx-report-2026-firstsource
Financial Impact
Financial impact not quantified in the disclosure.