This Executive Brief is available only to Outsourcing Excellence members. For information on membership, please contact us Since the inception of Global Business Services (GBS), organizations have been refining their resourcing models, balancing in-house operations, outsourcing, or a hybrid resourcing approach. This hybrid model strategically combines the strengths of in-house and outsourced resources, enabling enterprises to achieve greater agility, cost efficiency, and improved service delivery. In this report, we interview leading GBS organizations to examine the intricacies of managing the hybrid resourcing model. The report highlights enterprise challenges, such as viewing outsourcing providers through a master-servant lens rather than as strategic partners, which limits collaboration. To address these challenges, we recommend adopting a unified service delivery model incorporating a central strategy team, workforce planning through HR, and a unified delivery team. This research offers businesses insights to maximize their hybrid model’s potential, foster sustainable partnerships, and drive long-term success in today’s dynamic global environment. Scope All industries and geographies Contents In this report, we examine: The hybrid model’s combined in-house and outsourced strengths How unified service delivery fosters strategic partnerships Actionable guide for driving business success Note: Everest Group publishes Executive Briefs for senior executives from enterprises. These briefs address hot industry topics and particularly challenging issues of the day in an easy-to-digest format.

Life sciences industry organizations seek innovative strategies to streamline operations, enhance efficiencies, and drive sustainable growth. Among these strategies, they prefer the Global Business Services (GBS) model as a transformative approach to revolutionize operations and manage processes. Over the past few years, the life sciences GBS market has grown significantly due to the increase in the in-house GBS centers worldwide. The GBS model’s growing adoption across the life sciences value chain, particularly for R&D and commercial operations, highlights the value that GBS entities provide. In this report, we examine the GBS model’s adoption in the life sciences industry, including growth trends, key drivers for increased adoption, and future implications for life sciences organizations. The report analyzes technology’s vital role in accelerating digital transformation and innovation within GBS centers. It offers valuable insights for life sciences GBS organizations, industry leaders, and stakeholders that aim to enhance their operational efficiencies, strategic values, and readiness for future challenges. By understanding the trends and drivers shaping the market, these organizations can improve the value chain and focus beyond cost savings. Scope Industry: life sciences GBS organizations Geography: global Contents In this report, we: Examine the life sciences GBS market landscape Assess the future outlook and implications for life sciences GBS organizations Membership(s) GBS/SS

GBS Cost Benchmarks Book is available only to GBS / Shared Services Excellence members. For information on membership, please contact us The Cost Benchmarks Book is an off-the-shelf reference for Global Business Services (GBS) professionals to benchmark their in-house delivery costs against market benchmarks and derive back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss any other points related to the book. Scope Cost benchmarks for 25+ IT, Business Process Outsourcing (BPO), and next-generation/digital roles across 10 onshore, nearshore, and offshore global delivery geographies Guidance on the potential cost savings associated with hybrid working Contents This book offers cost benchmarks for the in-house delivery of Finance and Accounting (F&A), IT Applications, IT Infrastructure, human resources, contact centers, analytics, Robotic Process Automation (RPA), and Agile/DevOps. The benchmarks are provided at a city level for the following 10 countries: India (Bangalore, Hyderabad, Pune) Philippines (Manila, Cebu) China (Shanghai, Dalian) Malaysia (Kuala Lumpur) Poland (Krakow, Wroclaw) Romania (Bucharest) Mexico (Mexico City) Costa Rica (San Jose) US (New York, Dallas) UK (London, Manchester) The cost benchmarks are normalized to industry-standard roles and experience levels and are represented as the 20th, median, and 80th percentiles. The benchmarks have been further broken down into compensation and overheads to help users benchmark compensation, as it is the biggest component of the cost structure. For information on membership, please contact us Membership(s) GBS/SS

Our healthcare Global Sourcing Adoption Trends report provides fact-based data and analysis on key trends and developments in global outsourcing for the healthcare payer and provider industry. The report examines key developments across the offshore locations leveraged for service delivery, offshore/nearshore penetration and sourcing mix, global sourcing maturity, and the adoption of digital services in the healthcare industry. It also lists the opportunities, implications, and challenges for providers and enterprises in the next normal. Scope Industry: healthcare Geography: global Contents In this report, we examine: Key global sourcing trends in the healthcare industry Value chain processes in the healthcare industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions, including healthcare operations (payer and provider), corporate functions (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 healthcare provider operations, healthcare payer operations, IT services, corporate functions, and digital functions Adoption of digital services (analytics, automation, AI/ML, cloud, IoT, and cybersecurity) in the healthcare industry The talent war and ways to mitigate the talent crisis Membership(s) Market Vista™ Sourcing and Vendor Management

GBS Cost and Performance Benchmarks Book is available only to GBS & Shared Services (GBS/SS) members. For information on membership, please contact us The Cost and Performance Benchmarks Book is an off-the-shelf reference for GBS professionals to benchmark their in-house delivery costs against market benchmarks and derive back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss any other points related to the book. Scope Cost benchmarks for 25+ IT, BPO, and next-generation/digital roles across 10 onshore, nearshore, and offshore global delivery geographies Performance metrics and benchmarks for almost 15 key metrics Contents This book offers cost and performance benchmarks for the in-house delivery of Finance & Accounting (F&A), IT Applications, IT Infrastructure, human resources, contact centers, analytics, RPA, and Agile/DevOps. The benchmarks are provided at a city level for the following 10 countries: India (Bangalore, Hyderabad, Pune) Philippines (Manila, Cebu) China (Shanghai, Dalian) Malaysia (Kuala Lumpur) Poland (Krakow, Wroclaw) Romania (Bucharest) Mexico (Mexico City) Costa Rica (San Jose) US (New York, Dallas) UK (London, Manchester) The cost benchmarks are normalized to industry standard roles and experience levels and are represented as the 20th, median, and 80th percentiles. The benchmarks have been further broken down into compensation and overheads to help users benchmark compensation, as it is the biggest component of the cost structure. The performance benchmarks section covers benchmarks for IT Applications, IT Infrastructure, F&A, and contact centers. The metrics covered are: Customer satisfaction Quality Timeliness Throughput For information on membership, pleasecontact us

Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding key market dynamics and the related opportunities presented by each location. Our report on Egypt offers data-backed research to understand the market’s attractiveness in terms of: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and service providers Key languages supported Key environment risks (such as macroeconomic, geopolitical, infrastructure, safety and security, and legal and regulatory) Location Spotlight, combined with other reports in Everest Group’s Locations Insider™ subscription, makes for the industry’s most comprehensive resource on location trends and perspectives. The Locations Insider™ subscription provides up-to-date and actionable insights on which enterprises can base their location decisions and strategies. Membership(s) Locations Insider™