Customer journey consulting that moves every metric
We deliver customer outcomes you can take to the bank.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting deliverable.
WHY THIS MATTERS
Whats making CX transformation harder to deliver
Three forces shaping the CX landscape for operations leaders right now.
CX Quality in Free Fall
39%
of US brands saw significant CX quality decline in 2024. The third consecutive year of decline. Customers are noticing.
Forrester US CX Index, 2024
Stagnated Experience
55%
of customers say they feel like they're talking to separate departments, not one company. Silos destroy loyalty.
Salesforce State of the Connected Customer, 2024
CX Programs Miss Target
52%
of digital transformation programs fail to meet their business outcome targets. Strategy disconnects from execution at the seam.
Gartner, October 2024
PROVEN OUTCOMES
What customers experience after we engage
Numbers from live CX engagements that ran and stayed running.
~95%
digital adoption achieved
by a leading UK organization, after CX transformation redesign of every digital channel and customer touchpoint.
50%
faster client onboarding
for a leading US healthcare payer, after customer journey redesign across the onboarding experience.
25%
lower call handle time
for a US home-loan provider, after contact center modernization and process redesign across the customer service operation.
CX Transformation solutions
What we do, and how we do it
Our practices are built to convert from advice into customer outcomes.
CX strategy
We turn customer experience from a cost center into a competitive advantage through strategy, benchmarking, and a prioritized roadmap. As-is assessments across people, process, and technology shape a to-be experience design, technology architecture, and implementation roadmap.
Customer journey mapping
We identify every point of friction before customers walk away through persona development, journey mapping, and inside-out and outside-in analysis. The result is a best-in-class future-state journey and a target operating model built from the journeys up.
Agentic enablement
We deploy governed, accountable, domain-ready AI agents across contact centers and back-office operations, following a five-pillar AI readiness assessment. Clients typically achieve a 15% to 20% uplift in digital deflection with solutions that are deployed and running, not just recommended.
WHO WE SERVE
AI-led transformation, nine sectors deep
Domain depth built from running AI-enabled operations, not studying them.
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Banking
AI that banks can defend
AI readiness scoring and agentic enablement for FinCrime, KYC, and complaints operations. Governance, traceability, and CFO-defensible ROI built in from day one.
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Communications
Churn down. Margins up.
AI strategy and agentic enablement for retention, care, and billing operations across telco, wireless, and broadband. A board-ready roadmap with adoption built in, not bolted on.
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EdTech
Learners up. Cost down.
AI readiness assessment and agentic enablement for enrollment, learner support, and assessment operations. Scale globally with change intelligence that holds.
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Health Plans
Auto adjudicate. Don't re-adjust.
AI strategy and agentic enablement for claims, prior auth, and member services. Lift auto-adjudication rates and cut adjustment costs with governance and adoption.
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Healthcare Provider
RCM, reimagined with AI
AI readiness scoring and agentic enablement for revenue cycle, patient access, and contact center operations. Cut denials and admin burden while keeping clinicians and care teams in the loop.
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Media
Subscribers won. Lean operations.
AI strategy and agentic enablement for subscriber operations, ad ops, and content workflows across streaming and publishing.
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WHY FIRSTSOURCE
Customer operations redesigned for measurable savings
A leading UK organization transformed customer operations to reduce cost-to-serve and improve customer experience.
A leading UK organization faced rising contact volumes, low digital adoption, increasing cost-to-serve, and growing pressure to improve customer experience.
Firstsource modernized customer operations with an AI-native, digital-first approach that increased digital adoption, improved operational efficiency, and delivered sustainable service improvements. The transformation generated £10.7M in annual savings while creating a more scalable customer experience.
Firstsource modernized customer operations with an AI-native, digital-first approach that increased digital adoption, improved operational efficiency, and delivered sustainable service improvements. The transformation generated £10.7M in annual savings while creating a more scalable customer experience.
£10.7M
savings
~95%
adoption
How we transform Customer experiences
Transform. Implement. Operate.
Three phases. One continuous motion. Select a phase to see how it works.
Understand every journey your customer takes
Before a single recommendation is made, we map your operations from the customer's vantage point. Every touchpoint is surveyed for friction. Every process is benchmarked against what is achievable in your sector. You leave the diagnostic with a prioritized roadmap, not a framework but a real action plan.
- End-to-end customer journey mapping
- Customer persona development
- Contact center and back-office process benchmarking against sector best-in-class
- AI and automation readiness assessment
Redesign every touchpoint that matters
We define the future-state experience in precise terms: what customers see, what agents know, what processes run, and what technology supports it all. The implementation roadmap is built around a business case your leadership can defend, with committed benefit targets and a sequenced delivery plan.
Define: Experience and requirements design
- To-be customer journey design
- Contact center operating model
- Business case with ROI model
- Sequenced implementation roadmap
Design: Technology and service architecture
- GenAI and automation intervention design
- POCs for high-value initiatives
- Change and adoption management plan
Deploy with the team that designed it
Our consultants lead deployment and stay through go-live. Where the client chooses it, we transition into steady-state operations. The same firm that designed the change is accountable for the outcome. Kairos compounds intelligence with every interaction, so CSAT and Net Promoter Score (NPS) improve over time rather than plateau.
Lead, land, and run
- Implementation owned, not handed over
- Change and adoption management
- CSAT and NPS benefit tracking
- Transition to steady-state operations
TESTIMONIAL
Firstsource CX strategy deliverable was super comprehensive and thorough, one of the best I have seen.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting company deliverable.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
The Baltimore Banner achieves 70% cost reduction through an optimized hybrid operating model
Firstsource's Insights, Design Experience and Advisory (IDEA) services team comprising news industry SMEs, digital strategy consultants, and program managers designed and implemented a target operating model.
Contact Us
Better journeys. Better business outcomes.
- Rapid diagnostics: AI maturity mapped across your operation.
- Expedited benchmarking: Your position versus vertical peers.
- Fastracked roadmap: Where Kairos creates the most value, first.