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

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

Generative AI is rapidly reshaping the landscape of Global Business Services (GBS). Various industries stand to gain immense potential from adopting generative AI in GBS, as it impacts business processes spanning marketing, customer service, code generation, and process optimization. However, the shift to generative AI presents its own challenges. GBS leaders are grappling with issues such as data privacy, ethical considerations, and integration complexity. The report highlights some of these challenges and identifies key concerns that GBS leaders need to address to ensure successful and responsible integration of generative AI. GBS leaders are unclear on the path forward to navigate the exciting yet complex landscape of generative AI. To ensure successful integration at their organizations, the report underscores the significance of taking a holistic approach that encompasses technology, people, processes, and continual learning and adaptation. In this report, we examine the recent developments in generative AI and its potential significance in the GBS domain. It also explores the factors fueling the hype and outlines how GBS organizations can leverage this technology to improve customer interactions, streamline operations, and automate tasks. By illustrating initial use cases and real-world examples, the report illustrates how companies are utilizing generative AI to drive efficiency and enhance user experience. Scope Industry: global services Geography: global Contents In this report, we analyze the recent developments in generative AI along with some of the potential use cases across the industry and business process areas. We also examine the adoption of generative AI in global services, highlighting the associated risks.

Our global services market Key Issues research is based on annual surveys that capture the market’s pulse on vital aspects of the global sourcing industry. Uncertainty, inflation, and macroeconomic instability are the buzz words defining the global business environment in 2023. Businesses are acting on forecasts of a fast-approaching recession and adopting a cautious outlook to growth in the coming year. However, what makes this recession different from previous ones is the significant talent shortage accompanying it. In recent years, the IT-BP industry has been facing an acute talent gap, which is expected to continue under the present recessionary sentiments. Most organizations are also minimizing cost/price pressures in the face of growing inflationary headwinds, especially as providers look to increase bill rates. The recessionary pressures are expected to increase as services demand stabilizes following the pent-up demand in 2022. This report presents the results of a survey that was conducted over October and November 2022 among senior stakeholders of global enterprises from different departments, including Global Business Services (GBS) organizations and providers, to understand their plans for 2023. The research also describes how GBS organizations have been impacted in 2022 and their plans to develop resilience in these uncertain times. Scope All industries and geographies Services: IT and BPS Contents In this research, we examine: Top business challenges and business model changes in 2022 Outlook and priorities for 2023 Key themes defining the IT-BP industry during these uncertain times

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?

Building Centers of Excellence (CoEs) has become an imperative for Global Business Services (GBS) organizations and is critical to develop distinctive high-value capabilities, enable cross-functional collaboration, and increase the value delivered beyond labor arbitrage. In the post-pandemic world, GBS organizations have an opportunity and obligation to unlock new ways of creating value by accelerating efforts to build and scale CoEs. Based on an analysis of 100+ GBS organizations, this playbook defines CoEs in the context of GBS firms and the rationale for building CoEs within GBS. The study is the industry’s first playbook that provides a framework for GBS leaders to develop successful CoEs. It breaks down the components of an effective CoE and examines their role, focus areas, governance mechanisms, challenges, market success stories, and necessary steps to build strategic CoEs in GBS organizations. Scope: All industries and geographies Contents: In this report, we study: The definition of CoE for a GBS organization The rationale for investing in CoEs A framework for building successful CoEs within GBS organizations Case studies of best-in-class GBS-based CoEs

Many organizations have adopted the global sourcing model to deliver corporate functions such as Finance & Accounting (F&A), Human Resources (HR), Source-to-Pay (S2P) in procurement, legal, marketing, real estate, and Supply Chain Management (SCM). These functions have different adoption maturity levels in Global Business Services (GBS) organizations. While F&A and HR are the oldest functions to be delivered from GBS centers, S2P and SCM processes have grown significantly over the years, with high adoption and penetration within GBS. This report explores the various aspects of GBS delivery for HR and examines the adoption drivers, challenges, responses, and key locations leveraged for HR process delivery. It also evaluates adoption maturity across HR processes. Scope All industries and geographies Contents In this report, we study: The S2P and SCM process map GBS adoption and maturity across S2P and SCM services Delivery locations Emerging trends in S2P and SCM, and GBS setup challenges Levers for the GBS leadership to further increase the value delivered from S2P and SCM centers Membership(s)GBS/SS

Many organizations have adopted the global sourcing model to deliver corporate functions such as Finance & Accounting (F&A), human resources, procurement, legal, marketing, real estate, and supply chain management. These functions have different adoption maturity levels in Global Business Services (GBS) organizations. F&A, which was one of the first corporate functions to be delivered through the GBS model, accounts for the highest share of delivery and adoption maturity within GBS. This report explores the various aspects of GBS delivery for F&A function and examines the adoption drivers, challenges, responses, and key locations leveraged for the delivery of F&A processes. It also evaluates adoption maturity across F&A processes. Scope All industries and geographies Contents In this report, we study: The F&A process map GBS adoption and maturity across F&A services Delivery locations Emerging trends in F&A and GBS setup challenges Levers for GBS leadership to further increase the value delivered from F&A centers GBS/SS

Our Key Issues in Global Sourcing reports are based on annual surveys that capture the market’s pulse on key aspects of the global sourcing industry. This report presents the results of a study that Everest Group conducted over October and November 2021 with senior stakeholders from global enterprises across departments, such as procurement, IT, and Global Business Services (GBS), to understand the issues on their mind as they planned for 2022. This report focuses specifically on GBS stakeholder groups. The study provides perspectives on how leading global enterprises are putting the pandemic behind them to focus on developing resiliency in 2022 and beyond. We highlight GBS stakeholders’ growth sentiments, key priorities, challenges, and initiatives from a global sourcing perspective. Scope All industries and geographies Services: IT and BPS Contents In this report, we examine: Top business challenges and critical business model changes in 2021 Talent-related challenges and sentiments for 2022 Organizational changes Outlook for GBS Membership(s) Global Business Services (GBS) and Shared Services

On January 13, Everest Group hosted a webinar titled, "5 Success-driving Actions GBS Organizations Need in 2022." Whether you call them global business services (GBS) organizations or global in-house centers, they have earned “rockstar” status within their respective enterprises in the last couple of years by remaining resilient in the face of the pandemic. As we move into 2022 and organizations transition back to the office, GBS/GIC organizations will need to not only maintain the momentum of delivering value-add to enterprises but also address the challenge of the talent shortage, while maintaining cost competitiveness, accelerating innovation agenda, and transitioning to a long-term hybrid working model. Our experts uncover five actions that GBS/GIC leaders must take right now to position themselves for success in 2022 in this recorded session. Our experts explored the following vital topics: Top issues and challenges for GBS/GIC leaders going into 2022 Top 5 actions that GBS/GIC leaders should take now Best practices and success stories for GBS/GIC leaders heading into 2022