Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of both 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 by helping them understand key market dynamics and the related opportunities presented by each location. Our report on Cali offers data-backed research to understand the market in terms of: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at 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. Scope: Industry: Global sourcing Geography: Global Contents: This report looks at: Overview of Cali Market activity Talent and cost overview Overview of global services delivery Risk profile Membership(s) Locations Insider™ Sourcing and Vendor Management

Our O&G Global Sourcing Adoption Trends report provides fact-based data and analysis on key trends and developments in global outsourcing for the O&G industry. The report captures key developments across offshore locations leveraged for service delivery, offshore penetration and sourcing mix, global sourcing maturity, and adoption of digital services in the O&G industry. Additionally, it presents upcoming opportunities, implications, and challenges for service providers and enterprises in the next normal. Scope Industry: Oil and gas Geography: global Contents In this report, we present: Key trends for global sourcing in the O&G industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions – including O&G operations, IT-ADM and infrastructure, 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 – O&G operations, IT services (ADM and infrastructure), corporate functions, and digital functions Adoption of digital services (analytics, automation, AI/ML, cloud, IoT, and blockchain) in O&G Impact of COVID-19 crisis Membership(s) Market Vista™ Sourcing and Vendor Management

In the past couple of years, Global Business Services (GBS) have experienced strong growth in the retail and Consumer Product Goods (CPG) space, with both new GBS setups and expansion of existing ones. GBS centers are currently supporting their enterprises in several critical aspects of service delivery, with a few centers having evolved to become strategic partners for their parent firms. However, the past few months were particularly challenging for retail and CPG firms in the light of the COVID-19 outbreak, which hit the sector with both demand- and supply-side shocks. At the same time, this situation has been a blessing in disguise for many GBS centers, which have showcased their capability to quickly adapt to new and more agile operating models. As these GBS centers look to increase their support to enterprises, it is important to understand the GBS market landscape to identify opportunity areas, keeping in mind the potential implications of COVID-19. Scope The report is based on Everest Group’s ongoing interactions with retail and CPG parent enterprise and GBS stakeholders, our proprietary GBS database (the industry’s most comprehensive database on GBS centers), and our experience in providing thought leadership in the global sourcing space. The report will be relevant for a broad set of stakeholders interested in understanding the global delivery of services from retail and CPG GBS firms at offshore/nearshore locations, including parent organizations, GBS organizations, industry influencers (e.g., investors and industry bodies), and others. Contents This report is divided into three key sections: Retail and CPG GBS market landscape at offshore/nearshore locations: overall GBS landscape at offshore locations in terms of center setups, growth, sourcing geographies, and key delivery locations Assessment of service segments among offshore/nearshore GBS: insights into service delivery maturity of core functions such as sales and marketing and supply chain management; also covers the state of digital adoption trends and key emerging themes at offshore GBS centers Outlook and implications for retail and CPG GBS: implications of COVID-19 on GBS centers at offshore/nearshore locations and opportunity areas for GBS organizations Membership(s) Catalyst™

The start to 2020 has been turbulent, mired in speculation about an impending global financial markets meltdown and the impact it would have on the world. The ongoing COVID-19 driven economic slowdown has further increased chances of a recession happening sooner rather than later. In this context, this viewpoint talks about the implications of a recession on enterprises, service providers, and Global In-house Centers (GICs) and recommends steps for each of them to mitigate its impact. Contents Drawing insights from Everest Group’s extensive research, as well as interactions with market stakeholders, this study includes the following topics: Key themes in the evolution of the global sourcing landscape in the last decade Impact of an imminent recession on the global sourcing landscape, compared to the 2008 recession Recommendations for key stakeholders to mitigate recessionary impact Membership(s) Catalyst Locations Insider™ Market Vista™

The requirements of digital businesses have changed the way enterprises operate, the technologies that they interact with, and the speed with which they can meet customer expectations. Software products enterprises are at the forefront of this change and have made considerable strides in adopting the global sourcing model to meet these requirements. India is one of the leading locations in the Global Technology Center (GTC) market, in terms of both center setups and the type of innovation that it delivers. Currently, there are ~436 GTCs across offshore and nearshore locations; India comprises ~35% of this market. This report explores the landscape of services delivered by the software products GTCs in India. It provides an overview of the key trends in this market, the various challenges that they face and the nature of work that they deliver. It also provides different points of view on how these GTCs can play an even greater role with respect to innovation and increase their strategic presence in global delivery. Lastly, it describes the outlook for the future. The report is divided into three sections: Trends shaping the software products industry  Market landscape for software products GTCs Outlook and implications for software products GTCs in India Membership(s) Catalyst™ Engineering Services

BFSI analytics services has gained huge traction over the last few years as a result of the great surge in data availability through proliferation of multiple digital touch points in the industry. Therefore, the BFSI companies feel a need to leverage analytics to make data-driven business decisions to stay competitive. While traditional analytics services, such as reporting and descriptive analytics, have become mainstream for most companies, there is an increased traction for advanced analytics services, such as predictive and prescriptive analytics, especially in the customer, risk, and fraud analytics. There is a huge-demand supply gap in terms of available relevant talent for analytics, especially advanced services. While, there has been an increase in the specialist analytics courses being offered by various educational institutions over the last few years, the talent gap continues to exist. This, coupled with emphasis of BFSI companies on analytics for accelerated time-to-market and innovation, is causing a shift toward skill-centric hiring, stressing the need for global sourcing and a diverse locations portfolio. This report provides a perspective on the global sourcing market for analytics services in BFSI and identifies the top locations for sourcing analytics delivery globally, considering the cost-talent tradeoff. Key topics covered in the report are: Analysis of the global landscape and current distribution of analytics talent in BFSI across key locations in offshore/nearshore delivery geographies An assessment of the comparative value proposition of leading locations for BFSI analytics services, in terms of talent availability and financial attractiveness The report also provides relative attractiveness of key nearshore/offshore locations that deliver analytics services for the BFSI domain through the PEAK Matrix™ assessment, which segregates delivery locations into “Leaders,” “Major Contenders,” and “Aspirants,” based on their cost-talent-risk value proposition in the analytics services delivery industry Implications for industry stakeholders with regard to the adoption of analytics services in BFSI The scope of the analysis includes four analytics segments in BFSI – reporting, descriptive, predictive, and prescriptive, across nearshore/offshore locations. Membership(s) Locations Insider™

Everest Group’s Next Wave Location Profiles provide crisp, yet insightful assessment of emerging / “Next-wave” countries or cities for services delivery. These reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding global sourcing opportunities in “Next-wave” locations. This report on Barcelona offers perspectives on key dimensions that impact its relative attractiveness, including: Key drivers, challenges and untapped opportunities for 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 (e.g., macroeconomic, geopolitical, infrastructure, safety and security, legal and regulatory) Next Wave Location Profiles, along with other reports in Everest Group’s Locations Insider™ membership, make up the industry’s most comprehensive resource on location trends and perspectives. Membership to the Locations Insider™ provides up-to-date and actionable insights to base companies’ location decisions and strategy. Membership(s) Locations Insider™

The global Talent Acquisition (TA) industry is undergoing a tremendous change, driven by an influx of tools and technologies built on the emerging digital technology landscape. “Startups Redefining Talent Acquisition – Trailblazers” is the third of a three-part series of reports outlining Everest Group’s take on the impact of emerging digital technologies in the TA space. This paper identifies and analyzes 450+ startups in the TA space to arrive at a list of 50 high potential startups, and subsequently, a list of 25 top startups (also called “trailblazers”) in the TA space. The following information is analyzed and captured in the report: Digital disruption and the role of tech startups in the TA space: The paper focuses on the role of startups in pushing the envelope in TA, the drivers behind the rapid growth in the TA tech startup ecosystem, and also how different stakeholders are engaging with the TA startup community Key startups driving disruption: The paper identifies and analyzes 450+ startups across the entire value chain of TA, categorized under five distinct areas: candidate attraction, candidate/vendor sourcing & screening, candidate assessment, candidate engagement, and analytics & insights. The 450+ startups were evaluated to arrive at a list of 50 high potential startups, and subsequently, a list of 25 “trailblazers” in the TA space. Assessment of key TA startups: The assessment was done using various parameters around investments/funding received by these startups, the market impact & success garnered, and the technological capabilities & expertise of the startups identified. The report also provides profiles for trailblazers, with a qualitative & quantitative commentary on their market success, technology expertise, and investor confidence. Membership(s) Managed Service Provider (MSP) Recruitment Process Outsourcing (RPO)

Robotic Process Automation (RPA) has the potential to offer key benefits such as improved speed & accuracy, enhanced customer experience, and reduced cost, among others. Moreover, this value is realized quickly, as deployments are rapid and low risk, since integration is typically non-invasive and easily remediable. Therefore, many enterprises and global service providers are investing in RPA. However, RPA is a burgeoning market with technologies that are relatively new to many potential buyers in terms of solution features, deployment models, supporting frameworks, and commercial aspects. The technologies are also evolving, with an expanding feature set and increasing richness of functionality. In this study, we analyze the buyer satisfaction/feedback with their RPA product/vendor across various dimensions: Key buyer drivers/objectives for RPA adoption Buyer satisfaction with the products/vendors in meeting objectives Buyer satisfaction with products’/vendors’ capabilities across various capability dimensions and subdimensions Key strengths and areas of improvements as cited by the buyers Scope of this research Products: Robotic Process Automation (RPA) Geography: Global Technology vendors: 18 leading RPA technology vendors Buyers: Feedback from 49 enterprise buyers Some of the key findings are: While cost and operational impact continue to be the primary drivers for RPA adoption, as opposed to strategic/business impact drivers, improving customer experience is fast emerging as another key driver The overall satisfaction of vendors remained high over the last three years, and there was an increase in the satisfaction level in 2017 Average buyer satisfaction with cost and operational impact of RPA is high, while there is significant scope to improve satisfaction on strategic/business impact areas Buyers, on an average, are satisfied with the RPA capabilities of their vendors. There is significant scope for the vendors to add vertical- / function -specific capabilities Vendors need to focus on providing scalable solutions with higher ease of running and maintenance of robots to improve overall satisfaction with their capabilities Membership(s) Service Optimization Technologies (SOT)

PricePoint reports identify trends in the pricing of ITO and BPO deals through a comprehensive analysis of key demand-side, supply-side, and macroeconomic factors that impact the pricing. Additionally, the reports include insights into contemporary outsourcing trends driven by key market developments. Scope PricePoint Q4 2017 includes the following: Contents This report contains in-depth analysis of the drivers that impact the pricing of ITO and BPO services in India and the United States. The drivers included in the analysis are: The report also contains the aggregated impact of these drivers on pricing in Q4 2017 and the outlook for Q1 2018. The featured research includes: Assessment of pricing drivers in ITO and BPO, including: Buy-side dynamics Supply-side dynamics Key macroeconomic factors Overall impact of the drivers on pricing in Q4 2017 Pricing outlook for Q1 2018 Featured research Infrastructure support tools – landscape and commercial models Buy-side drivers including deal size, deal volume, value mix, and new deal-renewal mix: Supply-side drivers including resource utilization, support costs, and service provider financial performance Macroeconomic factors including operating cost inflation and foreign exchange rates Overview of infrastructure support tools’ landscape Most preferred toolset for different functionalities Classification of tools based on their occurrence in contracts Commercial models employed by service providers for different tools Competitive differentiators employed by providers