Firstsource Named Horizon 3 Market Leader in CX Services

Firstsource Solutions Limited has been recognized as a Horizon 3 Market Leader in HFS Research's HFS Horizons: Customer Experience Services, 2026 report. The report evaluated 33 service providers. Firstsource was highlighted for its AI-native approach, exemplified by its Kairos operating system, Agentic AI Studio, and Intelligent Context Framework. HFS noted Firstsource's ability to create new value through ecosystem collaboration and Services-as-Software models. The recognition validates Firstsource's strategy of integrating deep domain and operations expertise with AI to enhance customer experience and business outcomes. The report also points to a market shift towards outcome-based CX solutions, an area where Firstsource's Kairos aims to deliver measurable value.