Services: Platform, Automation and Analytics

What I talk about when I talk about empathy in collections

There’s a huge amount of stigma around debt. It’s the one big secret you’ll keep from your partner and the one element of your life that you’re most likely to hide from. Imagine how hard it is to talk to a stranger about it, or worse still, the debt company

Business Transformation Leadership Framework – Insights From a Former FTSE-100 CEO

Most customer experience (CX) innovation will require business transformation. To help leaders drive transformation success, Firstsource commissioned research with 120 senior executives who’ve led change initiatives. The research outcomes are captured in Business Transformation Leadership Framework which highlight five key challenges of leading change: Managing the paradox of business case

How to Succeed at Fintech? Disrupt your own business

With fintech sweeping across financial services and disrupting long-standing business models, one ponders: what makes for successful fintech? Success stories in fintech are rooted in transformative business models. Technology is the enabler, not the inspiration. This article explores the logic behind a business model approach to fintech and uses debt

How to stop Medicaid member churn over undeliverable mail

Even in today’s digital-first world, the Department of Human Services (DHS) relies heavily on paper-based mail for public assistance programs such as Medicaid and Food Stamps. States routinely mail pre-populated renewal forms to enrollees who return them to the relevant agency to continue their benefits. Even before the pandemic, a

Digital Intake for Patient Hubs

Are manual data capture processes, non-standard data intake, and human-intensive operating models impeding the speed and agility of your patient hub? Accelerate speed of operations and efficiency for better outcomes with Firstsource Firstsource’s Digital Intake Solution harnesses our experience in processing more than 3 billion pages, 350+ sort types, and 180

The impact of patient financial experience on hospital profitability

As rising deductibles and co-pays turn patients into payers, financial interactions must be part of the patient experience equation. The financial aspect of care should not be put aside, as it is an essential component of a positive patient experience. Navigating the healthcare financial maze can create unnecessary confusion and

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