Thursday, May 7, 2026

Microsoft Headquarters | Redmond, WA

8:30 a.m. - 4:30 p.m. PST

This one-day, in-person executive briefing brings CX leaders together to examine how outsourcing is evolving in an AI-accelerated environment. Rising costs, increasing regulatory scrutiny, shifting customer expectations, and rapid automation are reshaping how leaders evaluate partners, manage performance, and protect brand trust. 

You’ll explore real-world examples, exchange candid perspectives with peers, and leave with practical frameworks to strengthen governance, performance, and customer outcomes. 

Your Experience at a Glance

Together, we will explore the critical themes shaping modern outsourcing strategy in an AI-enabled CX landscape. 

• Human-Centered by Design: Ensuring AI, automation, and outsourcing strategies elevate empathy, judgment, and the human element of CX. 

• From Headcount to Outcomes: Shifting from volume-based contracts to performance-aligned partnerships. 

• AI in the Operating Model: Embedding agent assist, automated QA, intelligent triage, and real-time analytics into outsourced environments to elevate performance. 

• Journey Orchestration Over Channel Expansion: Moving beyond channel management toward seamless, context-driven customer journeys. 

• Governance as Competitive Advantage: Elevating cybersecurity, compliance, and third-party oversight into strategic differentiators. 

• Delivery Model Resilience: Rebalancing nearshore, offshore, and hybrid strategies amid geopolitical risk and specialization demands. 

• Quality as a Performance Engine: Transforming QA from oversight to continuous performance optimization. 

• Talent as Strategy: Advancing agent wellbeing, speed-to-competency, and workforce redesign as core drivers of CX impact.