Over the past three months, we’ve been speaking with organisations across the UK and beyond about everything from outsourcing strategy to CX transformation, while continuing to gain and share insight through industry events, partnerships, and conversations across the sector.
At The Knowledge Group, these conversations are shaping the work we do with both clients and suppliers, supporting us to continuously grow our knowledge and expertise.
We kicked off March with The Forum’s Outsource Forum bringing together leaders from across outsourcing, CX, and operational strategy to discuss the opportunities and challenges shaping the sector. In our first session, we explored measures and metrics, governance and outcome-based commercial structures. In our second session, we continued the conversation, exploring the importance of honesty and constructive dialogue, the role of vendor management and commercial oversight, and investing in the procurement process.
April saw us host our roundtable dinner in partnership with Bandwidth, where we spoke with leaders from across the industry with the topic centred around the assertion that ‘Voice isn’t dead’. This led to some fascinating conversations and debate, shaping a valuable evening for all involved.
Also in April, we attended The Forum’s Customer Strategy & Planning Expo in Newcastle. This event, designed for operational leads, resource planners and technology providers, explored why we need to focus on raising standards in customer strategy and operations, with sessions covering the growing role of AI and analytics, the importance of balancing automation with human interaction, and how businesses can better anticipate customer needs rather than simply react to them.
May brought us our In The Know: Golf Day at Mottram Hall, Cheshire, hosted in partnership with Zendesk. This event brought together industry peers for a day of great golf and networking at a fantastic location, in support of Business Beats Cancer and Cancer Research. We were also delighted to be joined by Underpin Performance, giving attendees key tools to support them with unlocking higher performance in competitive environments.
We were also delighted to support CCMA for our fourth year running with the launch of the UK Contact Centre Outsourcing Report to business leaders and analysts at the House of Lords. During the afternoon, our panel, hosted by CCMA’s Leigh Hopwood, brought together tkg’s Spencer Brooks, Everest Group’s David Rickard and BCG’s Nick Clark, to tackle some of the biggest questions facing the outsourcing industry right now; from the evolving onshore/offshore debate, where emotional customer interactions are increasingly the deciding factor over complexity, to the real impact AI is having on operating models and economics.
March saw the launch of our new In The Know Podcast with our very own Spencer Brooks. The podcast has already hosted excellent conversations with brilliant minds in the industry in its first two months, including Craig Gibson, Leigh Hopwood, Phil Telfer and Owen Campbell.
These conversations took us behind the curtain of what success looks like in BPO and CX, with fascinating stories and experiences shared with the context of each guest’s personal career journeys.
Watch these podcasts on YouTube here, or listen on Spotify here.
AI continues to dominate conversation across the industry, but the focus is becoming much more practical. Businesses are now asking how AI can genuinely improve customer experience, support frontline teams, and fit into existing operations, rather than simply adopting new tools for the sake of it.
One thing we continue to see is that organisations are looking for balance — using technology to improve efficiency while still recognising the importance of human interaction in customer service.
June will bring us more exciting events, such as our roundtable dinner in Manchester with Here.io, and our Padel Day at Slazenger Padel Leeds in partnership with SuccessKPI. These events give us the chance to meet with partners, exchange ideas with industry experts, and deepen our understanding of where the industry is heading.
As we move further into 2026, the pace of change shows no signs of slowing down, but the fundamentals remain the same: good decisions come from good information.
At The Knowledge Group, we remain focused on helping organisations stay informed, connected, and equipped to make those decisions with confidence.
More events, partnerships, insight pieces, and conversations are underway already.
Watch this space.
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