Firstsource Solutions532809Industry award won

Named Horizon 3 Market Leader in HFS Horizons: Customer Experience Services, 2026

By ScoutQuest · Tue 20 Oct 2026, 6:48 PM IST · 2 min read

Recognition: Horizon 3 Market Leader in HFS Horizons: Customer Experience Services, 2026
Providers assessed: 33 service providers
Report data point: 76% of enterprise CX buyers are open to outcome-based or gainshare pricing

What was announced

Firstsource Solutions said it has been recognised as a Horizon 3 Market Leader in the HFS Horizons: Customer Experience Services, 2026 report. The assessment evaluated the capabilities of 33 service providers, including CX specialists, global system integrators and consultancies across the HFS customer experience services value chain.

What Horizon 3 stands for

Per the release, Horizon 3 — Ecosystem Synergy and New Value Creation recognises providers that move beyond functional and end-to-end experience transformation to create new sources of value through ecosystem collaboration, Services-as-Software models and capabilities spanning talent, domain, technology, data and change.

What HFS highlighted

HFS describes the company as "AI-native intelligence rooted in 25 years of CX operations".
The assessment highlights the Kairos operating system, Agentic AI Studio and Intelligent Context Framework as key elements of its AI-native CX approach.

In the company's words

Ashish Chawla, Head – CX and Consulting, said Kairos was built on a simple premise: AI creates enterprise value only when intelligence is connected to the work itself, and the value is experienced by the customer in how quickly they get an answer and how easily an issue is resolved.

A data point from the report

The release states that the report highlights the gap between buyer appetite for outcome-based models and current adoption: 76% of enterprise CX buyers are open to outcome-based or gainshare pricing, while only 5% of contracts use those models today. These are presented as market-level observations in the HFS report.

How a retail investor can read this

It is a third-party research recognition of the company's AI-led customer experience offering and how it is positioned by an analyst firm.
Such recognitions relate to capability and positioning; the release is about the research placement and the technology behind it.
The pricing statistics describe the wider enterprise CX market that HFS studies, rather than a specific deal or contract.

About the company

The release describes Firstsource Solutions as an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809) and a global intelligence partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail and utilities, with operations across the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa and Australia.

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