5 Outsourcing Trends We'll Be Watching at the Festival of Sourcing 2026

The sourcing and outsourcing landscape is evolving faster than ever. Advances in artificial intelligence, changing customer expectations, and new approaches to supplier relationships are transforming how organisations operate, deliver services, and create value.

That's why we're looking forward to attending the Festival of Sourcing 2026, hosted by the Global Sourcing Association. Bringing together leaders from across strategic sourcing, procurement, outsourcing, customer experience, consulting, and service delivery, the event promises to explore the trends shaping the future of our industry.

As a BPO provider, we're particularly interested in five key developments that are already influencing how organisations approach outsourcing and business transformation.
1. AI's Growing Impact on Service DeliveryArtificial intelligence has moved beyond experimentation and is becoming a practical tool for improving efficiency, productivity, and customer experience.

From intelligent automation and AI-powered customer support to workforce optimisation and predictive analytics, organisations are exploring how AI can enhance service delivery while maintaining quality and compliance.

However, the conversation is no longer simply about adopting AI. Businesses are now focused on how to integrate AI responsibly, manage risk, and ensure that technology complements human expertise rather than replacing it entirely.

We expect AI to be one of the most discussed topics at the Festival, and we're keen to hear how organisations are balancing innovation with operational excellence.

2. Agile Sourcing and Stronger Supplier RelationshipsTraditional procurement models are being challenged by the need for greater flexibility and speed.

Today's organisations need sourcing strategies that can adapt quickly to changing market conditions, technological advances, and evolving customer demands. As a result, agile sourcing is becoming an increasingly important approach.

Rather than focusing solely on cost reduction, businesses are looking for supplier relationships that drive innovation, resilience, and long-term value.

For service providers, this means becoming strategic partners rather than transactional vendors. We look forward to hearing how organisations are building more collaborative and responsive sourcing ecosystems.
3. The Future of Customer Experience in an AI-Driven WorldCustomer expectations continue to rise, regardless of industry.

Customers expect fast responses, personalised interactions, seamless experiences, and consistent service across multiple channels. At the same time, businesses are under pressure to improve efficiency and control costs.

The challenge is finding the right balance between automation and human engagement.
As customer experience specialists, we're particularly interested in discussions around how AI can support customer journeys while preserving the empathy, trust, and problem-solving capabilities that customers still value from human interactions.
4. Data Sovereignty, Resilience and Risk ManagementData security and operational resilience have become board-level priorities.
With increasing regulatory requirements, cybersecurity threats, and concerns around data sovereignty, organisations must ensure that their sourcing and outsourcing strategies support both compliance and business continuity.

The rise of AI and cloud-based technologies has added further complexity, making governance and risk management more important than ever.

We're looking forward to hearing how industry leaders are addressing these challenges while continuing to innovate and drive operational improvements.
5. Outcome-Based Commercial ModelsOne of the most significant shifts in outsourcing is the move away from traditional input-based contracts toward outcome-based commercial models.

Businesses increasingly want partners who are aligned with their strategic objectives and accountable for measurable results. This creates opportunities for closer collaboration and stronger partnerships between buyers and service providers.

Outcome-based models encourage innovation, shared accountability, and a greater focus on business impact rather than simply delivering a predefined scope of work.

As the industry continues to evolve, we expect this topic to generate valuable discussion around the future of outsourcing relationships.
Looking AheadThe Festival of Sourcing 2026 comes at an important moment for our industry. AI is reshaping operating models, sourcing strategies are becoming more agile, customer expectations continue to evolve, and organisations are rethinking how they create value through outsourcing partnerships.

Most importantly, the event provides an opportunity for honest conversations, shared learning, and practical insights from across the sourcing ecosystem.

We're excited to join industry peers, customers, advisers, and fellow back office service providers to explore the opportunities and challenges ahead.

If you're attending the Festival of Sourcing 2026, we'd love to connect and discuss the trends shaping the future of outsourcing, customer experience, and business process services.

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