Outsourcing Decisions That Drive Impact

Join us on August 7, 2025 (8:30 AM CT - 4:00 PM CT)
Dallas-Fort Worth, Texas at the American Airlines Headquarters

In a time when every customer interaction matters, your outsourcing strategy should do more than support — it should elevate the customer experience (CX). That means balancing cost, quality, and customer loyalty at every turn. Join fellow senior CX leaders at this exclusive, in-person Outsourcing Briefing, designed for those who want to think differently about partnerships, performance, and the alignment of contracting, culture, and communications.

Imagine a room of your CX peers, candid, focused, and ready to unpack what’s really working (and what’s not). Together, we’ll explore how to align outsourcing with evolving customer expectations, emerging technologies, and real business outcomes, all while navigating cost pressures, delivering consistent quality, and earning lasting customer loyalty in the process.

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(End-User Corporate Brands Only)

Venue & Directions

We’re thrilled to be hosting this special event at the American Airlines headquarters.

1 Skyview Dr, Fort Worth, TX 76155

Briefing Overview – Why Attend?

An Exclusive Event for CX Decision-Makers

This Outsourcing Briefing is a one-day event where executive leaders gather to exchange ideas, insights, and strategies on modern outsourcing. The Future of Outsourcing: Evolving Models for Cost, Quality, and Customer Loyalty reflects what’s top-of-mind for CX leaders right now: how to operationalize brand values through partners while balancing cost, agility, and quality.

You’ll hear real-world use cases, challenge long-held assumptions, and walk away with actionable frameworks for evaluating partners, managing costs, and driving quality — all in the context of what matters most: your brand, your frontline, and your customers.

Outsourcing Topic Highlights

Let’s dive into the future of outsourcing, one shaped by evolving models that balance cost efficiency, service quality, and lasting customer loyalty. From culture to contracting, AI to agent experience, we’ll unpack the decisions and dynamics redefining what smart CX partnerships look like today.

  • Beyond Cost-Cutting: Design outsourcing strategies that drive efficiency and elevate the customer experience.
  • Choosing the Right Partner: What top CX leaders prioritize to protect quality, loyalty, and brand alignment.
  • Global vs. Nearshore vs. Onshore: Rethinking location strategies in a fast-moving, AI-enabled environment.
  • Managing Performance: Building flexible contracts, transparent KPIs, and accountability that supports long-term value.
  • The People Side of BPO: Training, retention, and designing human-centered agent experiences that scale.
  • AI + Automation: How outsourcing partners are evolving their capabilities to stay in sync with your strategy.
  • Communications at the Core: Why alignment, transparency, and shared goals make or break success.

Participate in candid, peer-led conversations with CX leaders who understand the stakes and are here to exchange lessons that go beyond the basics.

Confirm My Seat
(End-User Corporate Brands Only)

Agenda

Expect a full day of interaction with fellow CX decision-makers who are rethinking outsourcing as a value-driving, brand-defining, loyalty-building opportunity. Whether you’re re-evaluating current partnerships, exploring new geos, or integrating AI into your service model, this agenda is built to meet you where you are and help you navigate cost pressures, shape culture through contracting, and align communications around a customer-first mindset.

8:30 AM – 9:00 AM Registration & Breakfast
9:00 AM – 2:30 PM Kickoff
Featured Brand Presentation
Interactive Panel Discussion
Lunch
Corporate Roundtable Discussion
2:30 PM – 4:00 PM Networking

MEET YOUR HOSTS


Meet Your Expert Panelists

Panelists will join us from:

More industry voices will be added soon. Check back to see who’s joining the panel.

  • INTERESTED IN BEING A SPONSORING BUSINESS PARTNER PANELIST?

    Business Partner Panelists (providers of CX services/solutions).

  • CONTACT US