A three-part global series exploring the realities of AI, job migration, talent, and process transformation across the BPO and GBS sectors. Grounded in real market movements—from Poland and India to Africa and Sri Lanka—this trilogy aims to cut through hype and offer practical, experience-led clarity.

Core Themes

• Upskilling is widely misunderstood: many organisations simply reassign tasks instead of genuinely building new skills.
• Workforce anxiety is high globally; employees fear displacement without guidance or pathways.
• Africa stands out for proactive AI-led agent training and homegrown digital academies.
• India and Poland are feeling pressure for transformation-focused skills rather than volume work.
• Clients remain confused by the term “AI” itself—clear expectations and realistic capability definitions are needed.

A three-part global series exploring the realities of AI, job migration, talent, and process transformation across the BPO and GBS sectors. Grounded in real market movements—from Poland and India to Africa and Sri Lanka—this trilogy aims to cut through hype and offer practical, experience-led clarity.

Core Themes

• AI in BPO today is augmentation-first, not substitution-first—mostly used for QA, automation of drudge work, and productivity boosts.
• Market pushback shows that AI adoption must be paced and co-developed; overly aggressive deployments damage trust.
• Providers across Africa, Sri Lanka, and Eastern Europe are prioritising process reinvention, not just cost reduction.
• Case studies show that AI failure without human oversight (e.g., Deloitte Australia) is a reputational risk—“human in the loop” is non-negotiable.
• The future operating model blends AI efficiency + human judgment, not one replacing the other.

Why This Session Matters

This part shows how AI can drive better process design while protecting quality, trust, and customer experience.

Join us for a sourcing social after a facilitated session.

Join us for a social after a facilitated discussion

The Festival of Sourcing 2026 promises to be the definitive gathering for anyone shaping the future of our industry — a dynamic arena where forward-looking insights, best-practice excellence, and the power of collaboration converge. As the landscape continues to shift at pace, this event offers unparalleled value: a chance to explore what’s next for sourcing, learn from the industry’s most influential leaders, and understand the innovations that will define tomorrow’s operating models. With high-impact networking woven throughout the programme, sponsors gain privileged access to decision-makers, thought-leaders, and emerging talent, positioning themselves at the heart of the conversations driving transformation across the global sourcing ecosystem.