Hear from OVO Energy & LNER as they talk about Continuous Improvement & Effective Change. They will discuss how to stop burn out, how to bring the whole centre along with the change and how to prioritise projects and show the benefits from each change.

Outsourcing has changed dramatically over the last two decades. What was once primarily a commercial decision focused on cost and capacity is now becoming a strategic capability that shapes customer experience, operational resilience and business performance. Using case studies spanning almost twenty years, this session explores how the discipline has evolved and what today's leaders should be doing differently to build effective, outcome-focused partnerships.