Latest / From the Horse's Mouth: Intrepid Conversations with Phil Fersht
Phil pods with Firstsource MD & CEO Ritesh Idnani: There's no soft landing for a labor-first model in AI
In this episode of From the Horse’s Mouth, HFS Research CEO and Chief Analyst Phil Fersht speaks with Ritesh Idnani, MD & CEO of Firstsource, for a candid discussion on how AI is reshaping the business process services industry.
Ritesh argues that the next five years will define the future of BPO. The real divide won’t be between companies that adopt AI and those that don’t. It will be between those willing to reinvent their business models and those that aren’t. His message is clear: there is no soft landing for a labor-first model.
The conversation explores what it takes to succeed…
The skinny
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