A group designed for senior leaders from across the industry to get together and discuss their relationships with Outsourcers, from choosing the right partner to ensuring a great brand and culture fit.
These round table events include presentations from industry experts sharing insight and research, member case studies and round table discussions.
As always, they provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.
Come join us.
Agenda
Topic: Evolution of Outsourcers’ Propositions
12:00 – Welcome & Introductions
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| 12:15 – More Than People
During this session we will explore the significant shift in the propositions offered by outsourcers, transitioning from traditional people-only services to delivering advanced technology solutions. This evolution aims to support organisations in achieving their strategic vision and enhancing their overall operational efficiency. We will cover: Transition from Traditional Services to Technology Integration: Outsourcers are no longer limited to providing people-based services. They are now incorporating technology enhancements to offer comprehensive solutions that align with the strategic goals of their clients. Partnership Opportunities: The integration of technology by outsourcers creates real partnership opportunities, enabling organisations to leverage these advancements to deliver their strategy and vision more effectively. Strategic Value and Innovation: Outsourcing is evolving into a strategic tool for innovation and value creation. Organisations are now looking for outsourcers who can act as strategic collaborators, driving transformational outcomes and supporting digital transformation initiatives. So, are our Outsourcers truly delivering on the above?
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| 12:30 – Getting it right in the real world!
Find out how organisations are enhancing their propositions by integrating technology for their customers. This shift not only supports organisations in achieving their strategic vision but also fosters stronger partnerships and drives innovation. |
| 13:15 – AOB & Close |
Joel has spent more than 25 years in the customer service and outsourcing sectors, across multiple locations around the world. From an agent in the late 1990’s to global leadership positions, Joel’s last corporate role was as Global Head of Call Centre Procurement for Vodafone, where he was responsible for securing circa 85,000 agents across 35 countries and dozens of suppliers, driving commercial and contractual innovation.Where and when?
Date: Fri 7 Nov 2025
Time: 12:00 - 13:30
Location: Online
Who is it for?
Customer Service Director, Head of Outsource Partners, Contract Performance Manager, Head of Customer Service, Senior Leaders, Head of outsource delivery.
How much is it?
Free for CCMA members
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