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  • Feb. 25, 2025
    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?
  • Dec. 27, 2024
    The impact sourcing ecosystem is rapidly expanding due to the growing interest in sustainable and socially responsible business practices. Enterprises and providers are increasingly incorporating diverse and underserved talent into their operations due to cost efficiency, access to specialized talent, and alignment with ESG and SDG objectives. Traditional providers dominate hiring volumes, while specialists see steady growth in revenue and headcount as they refine talent initiatives and partner with NGOs and educational institutions. Buyers recognize the dual value of cost benefits and corporate citizenship, advocating for more robust reporting and impact sourcing policies’ disclosure. In response, providers are investing in enhanced training programs, certifications, and technology upskilling, enabling impact workers to transition to more complex, higher-value roles. Despite generative AI’s disruptive potential concerns, agentic AI emerges as a promising tool to empower the impact workforce. Key market trends include the CXM industry’s increasing contribution to impact sourcing revenue, growing adoption of impact workers in MEA and APAC regions, and alignment with regulatory frameworks promoting fair labor practices. Governments support impact sourcing through incentives and regulations, while providers adopt inclusive hiring strategies and offer tailored employee support to complement workforce diversity and drive social impact. In this report, we explore macroeconomic drivers, buyer feedback, and generative AI’s influence on the impact sourcing space. Africa stands poised to lead the global impact sourcing growth, showing this approach’s transformative potential in fostering a purpose-driven and sustainable business landscape. The report aims to enable enterprises and providers to incorporate impact sourcing and other inclusive talent management strategies in their organizations. Scope Broad industry with a focus on impact sourcing talent strategy Geography: global Impact sourcing programs of both impact sourcing specialists and traditional service providers This report is based on primary and secondary data collection, conversations with market participants (buyers, outsourcing service providers, and impact sourcing specialists), and fact-based research Contents In this report, we analyze: The concept of impact sourcing and the comprehensive impact sourcing market landscape, including market size, trends, and talent portfolio Impact sourcing’s talent management practices across the hire-to-retire cycle Buyers’ take on impact sourcing Impact sourcing engagement case studies Technology’s role on the impact sourcing market and the future of impact sourcing programs Memberships This Market Report is available to All Memberships
  • Dec. 23, 2024
    Our Banking Global Sourcing Adoption Trends report presents fact-based data and analysis on key trends and developments in global outsourcing for the banking 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: Banking Geography: global Contents In this report, we examine: Key global sourcing trends in the banking industry Value chain processes employed in the banking industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions, including banking 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 banking operations, IT services, digital services, and corporate functions Emerging themes in the banking industry, including Decentralized Finance (DeFi) exploration, navigating the rise of Banking-as-a-Service, challenges driving Customer Experience Management (CXM) outsourcing, mitigating tech adoption hurdles, and notable next-generation technology solutions Membership(s) Market Vista™ Sourcing and Vendor Management
  • Dec. 29, 2022
    The global services market grew significantly in 2021 and 2022 across geographies driven by factors such as strong post-pandemic recovery, increased demand for value-added and digital services, and higher enterprise offshoring/nearshoring. However, global macroeconomic conditions and the impending recession could slow down the market’s growth momentum in 2023 (vis-à-vis 2022 and 2021). The Global Locations State of the Market Report 2022 analyzes the global services locations landscape and interprets locations-related developments and trends to design a best-fit locations portfolio strategy. The broader report has three parts – Key Trends Shaping the Landscape, Risk Watch and Locations PEAK Matrix®. It provides a comprehensive overview of the market size and growth, global services exports by region and country, locations activity by region and country, and key trends affecting global locations (changes in investment environment, key developments across the world, and changes in exposure to various risks). The report also provides industry-leading comparison and analysis of key changes in the maturity, arbitrage, stability, and potential of global delivery locations (cities) through our PEAK Matrix® assessment of locations. Scope Industry: global services Geography: global Contents This report studies headcount and revenue growth trends at a global services market and geographic/regional level. It also provides a breakdown of new center setups by geography/region and functions performed (such as IT application development and maintenance, IT infrastructure, engineering and R&D, contact center, non-voice business services) among other parameters. The report includes the following topics: Key trends shaping the global locations landscape Geography-specific trends across offshore/nearshore locations Onshore parameters of global services delivery Key trends for enterprise locations/workforce strategy Membership(s) Locations Insider™ Sourcing and Vendor Management
  • Nov. 11, 2022
    Rising consumer awareness about social, political, and environmental values, investors’ increasing demand for sustainable financial products, and heightened pressure from regulatory bodies have compelled Banking and Financial Services (BFS) firms to reassess their Environmental, Social, and Governance (ESG) goals. This has created a huge opportunity for BFS Global Business Services (GBS) organizations to maximize the value they can deliver and become ESG enablers for their enterprises. In this research, we highlight some of the key areas where BFS GBS organizations can add value and support to an enterprise’s ESG agenda. Scope Industry: BFS Geography: global Contents In this report, we: Discuss the importance of ESG Study the evolution of ESG in BFS firms Review the nature of BFS firms’ ESG products Examine the role of BFS GBS in enterprise’s ESG agenda Call to action for BFS GBS leaders Membership(s) GBS/SS
  • Nov. 07, 2022
    Over the last two decades, India has accounted for a lion’s share in overall global services delivery, and it continues to be the most leveraged location for services delivery. The country’s skilled talent base can support all major source geographies (such as the US, the UK, and Europe) at a significant cost arbitrage and is the primary driver for it being the outsourcing location of choice. A stable business and operating risk environment and the resilience that the country exhibited during COVID-19 further amplify India’s strong value proposition. Tier-1 Indian locations, such as Bangalore, Mumbai, Hyderabad, and Delhi NCR, can support the breadth and depth of global services. However, high attrition and intense competition in tier-1 hubs is forcing organizations to widen their India portfolios to include tier-2/3 locations, such as Ahmedabad, Jaipur, and Indore, which offer lower cost of operations and a large untapped talent pool. As they consider these locations, enterprises will need to be cognizant of their value proposition – including talent availability, services delivery portfolio, types of services supported, key market participants, domestic versus global delivery, and business risk – versus tier-1 hubs. This report will help market participants procure the right service from the right location in India. Based on a multi-dimensional assessment, the study highlights the relative attractiveness and value proposition of different cities across India for supporting global services delivery. Scope: Industry: Information Technology (IT) and Business Process (BP) services Geography: India Contents: This report examines: Factors driving services delivery growth in India India’s services market landscape India’s services market revenue (by industry, geography, and city tiers) India’s services headcount growth and share by industry Distribution of new center setups by city tier Distribution of new center setups by sourcing model Details of IT-BP services delivery from Indian cities Analysis of tier-1 cities by market maturity, key players, and risk Analysis of tier-2 cities by market maturity, key players, and risk Analysis of tier-3 cities by market maturity, key players, and risk Key drivers and challenges for services delivery across city tiers Membership(s) Locations Insider™ Sourcing and Vendor Management