The UnBPO™ Quarterly | February 2026

The UnBPO™ Quarterly | February 2026
Ritesh Idnani
Chief Executive Officer & Managing Director, Firstsource

Foreword - The translation problem

Explore why AI innovation struggles to scale in real-world environments and what translation infrastructure, governance, and workflows are needed to move from pilots to sustainable deployment.
Read more

Featured Articles

Header

Beyond content: The media company as community platform

Discover why the future of media is community, not content, and how publishers can build sustainable growth through events, memberships, trust, and community-driven platforms in the age of AI.
Tij Nerurkar
SVP - Global Head - Education Technology
Header

Enabling AI innovation at scale needs an innovation value chain

Learn why AI research struggles to translate into real-world impact and how an innovation value chain connects research, engineering, and go-to-market partners to enable AI innovation at scale.
Professor Shonali Krishnaswamy
Director, Monash AI Institute and Associate Dean Innovation, Faculty of Information Technology
Header

When a beam of light changed my marketing mindset

Discover how a Caravaggio masterpiece inspired a new UnBPO™ marketing mindset—reimagining operations, talent, and technology to build AI-driven, outcome-focused, and orchestrated marketing systems.
Harry Jose
SVP, Marketing, Firstsource
Header

3 myths about scaling CX with AI

Learn why most CX transformations with AI stall after early success and how redesigning workflows, ownership, and outcomes enables true, scalable AI-led customer experience.
Sudha Bhat
SVP - CX and Consulting
Header

Why scaling AI in operations without a control plane is a risk, not a strategy

Learn why enterprises that scale AI in operations without a governance control plane increase risk, stall adoption, and struggle to build trust in copilots and autonomous workflows.
Kumaran Shanmuhan
Chief Strategy Officer, Firstsource
Header

Building the tech stack for the future of work: The UnBPO™ playbook

Discover how the UnBPO™ playbook reimagines BPO with AI-first, outcome-driven operations, agentic workflows, and human-AI collaboration for scalable enterprise transformation.
Ritesh Idnani
Chief Executive Officer & Managing Director, Firstsource

Download UnBPOTM Quarterly