As 2025 brings evolving regulations, rapid technological change, and increasing demands for innovation, GBS leaders must adapt quickly to stay ahead. This webinar explored the top strategic priorities for GBS leaders, uncovered emerging trends shaping the future of GBS, and provided actionable insights to navigate challenges and drive enterprise value. Discover how GBS organizations can leverage skilled talent, next-gen technologies, and integrated operating models to thrive in a dynamic and fast-changing landscape. What questions did the webinar answer? What are the strategic priorities for GBS leaders in 2025? Which key trends and disruptions will shape the future GBS landscape? How can GBS organizations harness the power of collaboration and integrated operating models to drive value?

Global businesses are at a unique inflection point of growth. Moving past GBS model evaluations based on outdated metrics, such as cost efficiency and operational performance, offers businesses the opportunity to drive strategic value and innovate for greater capabilities. In this GBS-focused webinar, Everest Group experts Anish Agarwal, Vice President, Rohitashwa Aggarwal, Partner, and Shivi Pandey, Practice Director, talked through how to utilize the GBS model to revamp operations. Attendees understood the need for GBS organizations to lead in innovation and transformation to escape the bounds of traditional delivery metrics and meet the evolving needs and priorities of businesses. They also came away with insights into how they can differentiate their business, and develop the GBS model as a strategic partner to their enterprise. What questions did the webinar answer for the participants? How is the GBS model evolving? What are the head and tailwinds of growth? How can enterprises innovate within GBS to stay competitive in a constrained investment environment? What are the challenges faced by GBS leaders? What are they doing to overcome these challenges? What are the opportunities for GBS organizations in 2025?

Generative AI can reshape working methods, offering immense opportunities across various industries. However, despite its transformative potential, the adoption journey is likely to be fraught with data privacy concerns, ethical considerations, and integration complexities. These challenges highlight the need for a strategic and methodical implementation approach. Global Business Services (GBS) organizations can play a vital role in helping enterprises achieve this feat as they are uniquely positioned to spearhead generative AI initiatives, driving efficiency and innovation. As per our report last year (Generative AI: The Disruption the GBS Model Needs, or Just Another Over-hyped Technology?), less than 20% GBS organizations were piloting generative AI use cases. However, the landscape has since evolved, with more than 50% of these organizations now actively engaged in pilot and production stages. In this report, we analyze over 60 leading GBS organizations globally to identify how GBS are adopting and scaling generative AI in their operations. We examine GBS’ current adoption strategies, planned approach, use case prioritization, talent and governance models, key performance metrics, critical success factors, and future plans for generative AI adoption. This comprehensive analysis will help GBS leaders uncover the trends, best practices, and actionable steps that can help them navigate complexities and fully unlock generative AI’s potential. Scope This report is based on findings from a comprehensive survey and multiple one-on-one interviews The survey participants span industries, geographies, and GBS size, age, and maturity The study covers insights from over 60 leading GBS organizations and focuses on understanding generative AI’s current state in GBS organizations Contents In this report, we: Assess generative AI’s current state in GBS organizations focusing on the role GBS plays in implementation, key objectives for implementing generative AI, and the challenges faced by GBS in scaling generative AI proof of concepts Provide a six-step framework to successfully implement generative AI in GBS Membership(s) GBS/SS

Our research on key issues in the global services market is based on annual surveys, offering valuable insights into the global sourcing industry. Despite concerns about challenging macroeconomic conditions and geopolitical adversities, enterprises remain optimistic. In 2024, the focus will be on improving efficiency, operating with leaner resources, and prioritizing revenue growth through streamlined efforts and cost-reduction strategies. While the global IT-BP services industry expects modest growth, the Global Business Services (GBS) model is gaining popularity, prompting providers to align with growing enterprise expectations. The technology landscape will emphasize productivity and resilience, with a cautious yet progressive approach to adopting generative AI. This report, based on a study conducted in October and November 2023, engages senior stakeholders from global enterprises across multiple departments, including GBS. It provides insights into how leading global enterprises have navigated 2023 and their strategies to deliver accelerated value in a dynamic world as they plan for 2024. Scope Geography: global Industry: cross-industry Services: IT and business process services Contents In this reort, we examine: Top business challenges and priority shifts as we approach 2024 Key themes shaping the IT-BP industry in these uncertain times Generative AI adoption Membership(s) GBS/SS

The global business services (GBS) model is currently facing challenges, including the need for more skilled, project-ready talent, the ability to attract and retain talent, and cost pressures. Additionally, companies are using outdated cost and performance metrics that aren’t aligned with the evolving model to evaluate most GBS organizations. Despite these challenges, the GBS model is witnessing strong demand, positioning GBS leaders with a unique opportunity to unlock more value for the enterprise and solidify their differentiation. In this webinar, our GBS expert analysts discussed key insights into the latest GBS developments, emerging themes, challenges and opportunities, and success-driving initiatives for 2024. What questions has the webinar answered for the participants? How is the GBS model evolving (size and growth)? What’s driving growth? What are the challenges faced by GBS leaders? What are they doing to overcome these challenges? What are the opportunities for GBS organizations in 2024?

This report is available only to GBS/ Shared Services Excellence members. For information on membership, please contact us Over several decades, GBS centers have built a strong foundation of success, leading to significant diversification across geographies, industry verticals, and functions. The centers are continuously evolving to deliver value beyond cost arbitrage and to transform into strategic partners for enterprises. This involves supporting key priorities such as digital transformation, top-line growth, and enhanced end-customer experience. In 2022-23, the GBS market grew steadily, marked by substantial growth, maturity, and value creation. With over 4,700 center setups and 2.4 million FTEs, the offshore/nearshore GBS market is continuing to flourish. In this report, we leverage Everest Group’s proprietary GBS database, the industry’s most comprehensive database on GBS centers, to provide an in-depth analysis of the state of the GBS market in 2023.  The report is a follow-up to the GBS State of the Market Report 2023. While the previous report identified key trends, challenges, and success-driving initiatives for GBS organizations, this report provides an extensive quantitative analysis of the GBS market including adoption trends across key locations, key industries, and functions based on our analysis of more than 7,500 GBS organizations.  Scope All industries Geography: offshore/nearshore regions Contents In this report, we examine: GBS landscape and growth trends for center setups in 2023 GBS adoption trends across key industry verticals, locations, and functions Membership(s) GBS/SS

This report is available only to GBS/ Shared Services Excellence members. For information on membership, please contact us Global companies have built strong GBS model over the last three decades, with more than 7,500 GBS organizations forming an extensive network across geographies and industries, offering a diverse set of capabilities across core operations, IT, and corporate functions. Events of the past few years such as COVID-19, talent shortages, economic pressures, and supply-chain disruptions, have created immense pressure on global organizations. Despite these, the GBS model has been instrumental in helping to meet the resulting challenges through cost optimization, continuous improvement, transformation, and innovation initiatives. This intersection of rising demand and increasing capability puts the GBS model at an inflection point, creating an opportunity to break through boundaries to firmly root itself as a strategic partner to their enterprises. In this report, we leverage Everest Group’s proprietary GBS database, the industry’s most comprehensive database covering more than 7,500 GBS centers, to provide an in-depth analysis of the state of the GBS market in 2023. We identify key trends, associated opportunities and challenges of the GBS market, and success-driving initiatives that leading GBS organizations are implementing. Scope Industry: all Geography: offshore/nearshore regions Contents In this report, we examine: State of the GBS market in 2023 Key challenges for GBS organizations Success-driving initiatives that leading GBS organizations are implementing Membership(s) Catalyst™ GBS/SS

Our Oil and Gas Global Sourcing Adoption Trends report presents fact-based data and analysis on key trends and developments in global outsourcing for the oil and gas industry. The report examines key developments in offshore locations leveraged for service delivery, the level of offshore/nearshore penetration and sourcing mix, global sourcing maturity, and emerging themes in the industry. Additionally, it identifies opportunities, implications, and challenges for providers and enterprises in the next normal. Scope Industry: Oil and gas Geography: global Contents In this report, we examine: Key global sourcing trends in the oil and gas industry Value chain processes employed in the oil and gas industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions, including oil and gas operations, corporate functions (Finance & Accounting(F&A), HR, and procurement), and digital services such as analytics, automation, Artificial Intelligence (AI) / Machine Learning (ML), cloud, Internet of Things (IoT), and blockchain Global sourcing maturity across key functions, including oil and gas operations, IT services, digital services, and corporate functions Emerging themes in the oil and gas industry, including the transition to a greener future, navigating ESG and sustainability considerations, expanding vendor portfolios, addressing talent challenges, and adopting next-generation technologies Membership(s) Market Vista™ Sourcing and Vendor Management

Who are the top GBS employers? To find out, we launched a first-of-its-kind study analyzing the employer brand perception of 200+ leading GBS organizations in India, the Philippines, and Poland across multiple dimensions. For this study, we evaluated the performance of the GBS organizations in their local talent markets, spotlighting attrition rates, growth trends, and overall employee satisfaction ratings. In addition, we correlated the success achieved by GBS organizations in each talent market with the perception of their GBS brand as a preferred employer. The study was conducted for GBS organizations at an overall level and specifically for technology talent. In this webinar, we dive into the results of the study and shed light on what top GBS employers are doing to set themselves apart from the rest. What questions will the webinar answer for the participants? Who are the top GBS employers? What are the factors impacting GBS brand perception as an employer in key markets? How can companies evaluate their brand perception from employees’ perspectives? How does it vary for GBS talent and technology talent? What are the top employee grievances? What initiatives do best-in-class organizations employ to enhance overall brand perception?

The Engineering Research & Development (ER&D) industry is increasingly using the global sourcing ecosystem to meet the increasing talent requirements across the dynamic skills landscape. Engineering service providers have gained significance due to this changing enterprise mindset, owing to their ability to provide on-demand scalability, proprietary solutions, infrastructure, and ecosystem access. High digital engineering demand among enterprises is further driving them to increase their reliance on the outsourcing ecosystem. Amid the increasing relevance of outsourcing partners and their involvement in strategic workstreams, enterprises need to review how they engage with and manage these providers. The Engineering Services Outsourcing Handbook examines the engineering services landscape and various engineering outsourcing practices, including outsourcing suitability factors, delivery models, vendor tiering, engagement and pricing constructs, and governance mechanisms. It will serve as a yardstick for enterprise decision-makers as they review their outsourcing portfolios and practices.  Scope Industry: ER&D Geography: global Contents In this report, we discuss:  Global ER&D landscape and relevance of global sourcing Factors driving engineering outsourcing evolution Dimensions enhancing the value realizable from the outsourcing ecosystem Membership Engineering Services GBS/SS Sourcing and Vendor Management