As artificial intelligence reshapes the customer experience landscape, businesses face a pivotal question: how do you harness AI to drive meaningful, measurable improvements in CX — without losing the human touch that builds loyalty?

Topics on the agenda:

• AI adoption in contact centres & CX operations- Where are organisations in their AI journey, and what's working in practice?
• Balancing automation with human interaction- Defining when AI should lead, assist, or step back in the customer journey.
• Outsourcing models in an AI-first environment. How provider relationships and contracts are evolving as AI takes on more CX work.
• Measuring CX outcomes in an AI-driven model -New metrics, KPIs, and governance frameworks for the AI era.
• The workforce of the future - Reskilling, restructuring, and re-imagining CX teams alongside AI capabilities.

Follow the Leaders is one of Poland's most dynamic gatherings for business services and technology leaders. Through conferences, workshops, C-level discussions and networking, the event offers direct insight into how global organisations are successfully delivering services from Poland.

The GSA has secured 10 complimentary places for members to attend as part of a GSA-led delegation, in partnership with Pro Progressio. The experience is designed to be relaxed, informative and highly interactive, with ample opportunity to network, share perspectives and build meaningful connections.

This delegation is well-suited to organisations that are:

• Exploring Poland as a potential delivery destination
• Looking to understand the strength of its GBS, BPO and technology landscape
• Keen to learn directly from organisations already operating there

At a time of significant industry disruption, Poland continues to stand out as a highly capable, stable and strategically attractive delivery location. This delegation offers a first-hand opportunity to experience that ecosystem and reassess delivery strategies accordingly.

There’s never been a more important time for buyers to come together and openly share what’s really happening in their service provider relationships. We’re bringing together a small, trusted group of peers for an initial session to explore the realities behind the contracts — what’s working, what isn’t, and how expectations of providers are shifting in the age of AI, cost pressure and constant transformation. This isn’t a webinar; it’s a candid, peer-led discussion designed to test appetite for an ongoing user group and shape a programme that genuinely reflects your priorities. We’d love you to be part of the conversation.

The Global Sourcing Association’s Festival of Sourcing is a dynamic one-day summer conference designed to bring the industry together for a high-impact exchange of ideas, innovation, and inspiration. Set against the backdrop of a rapidly evolving global landscape, the event will explore this year’s central theme: Responsible Strategic Sourcing.

The agenda will feature the GSA’s signature format of TED-style keynotes and fast-paced, immersive panel sessions, designed to deliver maximum insight in a highly engaging way. Attendees can expect thought-provoking perspectives from industry pioneers, as well as practical takeaways they can apply immediately.

The experience doesn’t end when the conference closes. Attendees will have the opportunity to continue the conversation in a relaxed and engaging setting, networking with industry peers over an exciting afternoon of horse racing, followed by a live performance from Billy Ocean—a memorable way to celebrate the day and strengthen connections.

Conference Only includes: Full day conference, thought leadership sessions, keynotes & panel discussions, networking, free car parking.

Social Only includes: Evening racing at Sandown Park, live performance from Billy Ocean, three-course buffet & cheeseboard, private balcony overlooking racecourse, racecard, free car parking.

Combined includes everything above.