NPS uplift
Turn customer data into action with AI-powered CX analytics
Brings your customer experience and enterprise data together into one analytics engine that turns that alignment into prescriptive operating action.
5–15 points
25–80%
Lower cost-to-serve
60–300%
Higher conversion rates
2x–10x
Workforce productivity gains
ISG Provider Lens™
Leader for Contact Center - Customer Experience Services
NelsonHall NEAT
CX Services Transformation
WHY THIS MATTERS
The blindspots masking your CX analytics opportunity right now
Disconnected tech stacks, long insight-to-action delays, and unanalyzed conversational text are keeping your operation in reactive mode.
52%
Churn from friction
Consumers stopped buying from a brand after a bad product or experience. The customers who churned this quarter are in your interaction data. Your analytics layer just cannot see them yet.
Source: PwC 2025 Customer Experience
4 in 5
Long firefighting cycles
Contact centers remain trapped in reactive firefighting models because their customer journey stacks are disconnected. By the time an insight reaches a decision, the moment to act on it has already passed.
Source: CCW Digital Market Study, 2026
98%
Insight paralysis
CX organizations struggle to align data and feedback across departments. Having the data and being able to act on it are two entirely different operational capabilities.
Source: CX Landscape Report, 2025
PROVEN OUTCOMES
Data converted to action. CX analytics results delivered.
Proof from three industries where the analytics investment actually paid off.
100%
Cross-sell uplift
Proprietary customer analytics surfaced real-time next-best-action prompts during live care interactions, giving advisors the right pitch at the right moment.
$1.5M
Savings identified
Fragmented interaction data unified across channels, with journey analytics pinpointing the process failures and leakage points costing the business the most.
60%
Win-back acceleration
Predictive behavioural models and tailored emotion-led messaging identified at-risk customers and re-engaged them before they made the decision to leave.
Capablities
CX capabilities that put your analytics insights to work
The adjacent solutions that convert CX analytics findings into frontline action across your customer operation.
Conversational AI & Self Service
Intent-driven automated multi-channel engagement structures engineered to drive touchless resolution and frontline containment.
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Agent Copilot & Real-Time Intelligence
Live advisor desktop prompt overlays that inject contextual next-best-actions directly into complex customer conversations.
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WHO WE SERVE
Customer operations aren’t one-size-fits-all
We design CX systems around your customers, channels, and constraints, not generic frameworks.
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Banking and Financial Services
Origination to compliance, rebuilt.
Process mining and digital twinacross client onboarding, KYC, lending, and risk operations. Workflowsredesigned for AI-native automation that cuts cycle time and cost-to-servewithout breaking audit trails. Also covers: Mortgage — originations, servicing,and right-shoring operations. See case studies for client outcomes.
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Communications
Provision, bill, serve. Faster.
Process redesign across order management, provisioning, billing, and customer service for telco, wifi, and broadband operators. Automation mapped to the redesigned workflow, so call times and truck rolls drop together.
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EdTech
Learner to ledger, redesigned.
Process redesign and automation across admissions, enrolment, and learner support, alongside finance, compliance, and workforce operations. Built to scale student volume without scaling the back office.
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SOLUTION DETAILS
From fragmented data to prescriptive action
From unifying the siloed data sources your operation runs on, to the automated workflow that acts on what the analysis surfaces, five stages that close the gap between data and decision.
Multi-source data ingestion & harmonization
Every data source your operation runs on, unified into one place before analysis begins.
Unifies fragmented enterprise data architectures by capturing structured, semi-structured, and unstructured touchpoints into a centralized data layer.
The platform processes core CRM activities, digital app usage, and streaming voice logs across batch and real-time feeds, combining demographic, transactional, and behavioral variables into a single source of truth that avoids historical reporting silos.
The platform processes core CRM activities, digital app usage, and streaming voice logs across batch and real-time feeds, combining demographic, transactional, and behavioral variables into a single source of truth that avoids historical reporting silos.
Omnichannel interaction intent discovery
What customers are actually saying across every channel, mapped and tagged before it gets lost.
Extracts detailed communication context across all channels using advanced natural language processing and text analytics tools. This listening tier checks customer chat logs, email strings, and voice calls to tag conversational intents and spot underlying frustration markers, converting raw dialogue data into clear operational telemetry for downstream evaluation.
Predictive propensity & churn modeling
The customers most likely to leave, identified before they do.
Protects long-term enterprise revenue by applying predictive modeling and scenario planning over historical data trends. By evaluating key customer lifecycle indicators like account tenure, billing updates, dispute histories, and past service utilization patterns, the algorithm scores customer loyalty risks and identifies high-risk segments before cancellations occur.
Root cause analysis & journey analytics
The systemic process failures behind your CX metrics, traced and named.
Isolates systemic operational bottlenecks by running cross-channel journey analytics and process mining loops. The diagnostics engine traces interaction paths, channel switching rates, and unmapped loops across digital and voice networks, giving teams clear empirical data to clean up broken standard operating procedures and reduce customer effort scores.
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
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
Contact us
Your data is ready. Your decisions should be too.
The widest analytics gap in your operation is where the operating change begins. Churn reduction, cross-sell uplift, and savings identified are contracted from day one.
- Map every interaction, channel, and journey gap in a single analytics diagnostic.
- Contract outcomes from day one: win-back rates, cross-sell uplift, savings identified.
- Deploy Kairos intelligence layers without replacing your existing tech stack.