Market Vista™ Q3 2025 presents data, analysis, and insights on transaction trends, major outsourcing deals, provider developments, including the latest developments in next-generation technologies such as digital services, Global Business Services (GBS) market dynamics, and emerging trends in offshoring.

Scope All industries and geographies Contents This report examines: Key market trends in Q1 2025 Outsourcing and offshoring deal trends by function, geography, industry, and buyer type 34 leading providers’ assessments (including seven pure-play engineering services providers) on financial performance, changes in geographic footprint, alliances, capability enhancements, mergers and acquisitions, and initiatives in next-generation technologies (for example, digital services) Major outsourcing deals Renewal/Restructuring activity and new contracts signed in the quarter Outsourcing and GBS market health index GBS market assessment, including recent setups, expansions, and divestitures (for both offshore and onshore locations) Location risks and opportunities Please note that the download includes: The complete Market Vista Q2 2025 report The Market Vista Q2 2025 dashboard

Market Vista™: 2024 Year in Review and Outlook for 2025 provides an overview of the global services industry’s developments in 2024 and presents Everest Group’s outlook for 2025. We analyze key trends and drivers of in-house delivery centers, offshore/nearshore locations, providers, and outsourcing transactions. The report will help buyers, analysts, experts, and business executives evaluate sourcing market developments from both providers’ and buyers’ perspectives and facilitate timely decision-making. Scope All industries and geographies Contents In this report, we analyze: 2024 global sourcing market trends Outsourcing transactions and trends by function, sector, geography, deal mix, and digital component distribution Offshore/Nearshore in-house developments, including new center setups, distribution by service type, sector, existing and new adopters, and function Onshore, nearshore, and offshore location activities by type, region, city, function, and digital services 34 leading providers based on their annual performance, capability enhancements, M&As, and other key events Global services market outlook for 2025

Africa is poised to become a key IT-BP outsourcing destination, offering a vast, untapped opportunity for global services. A large young talent pool, multilingual capabilities, and significant cost advantages drive this shift. Africa's time zones, in proximity to the UK and Europe, coupled with government incentives to create jobs, further enhance its value proposition. Africa is also a prime location for impact sourcing, enabling businesses to integrate corporate social responsibility into their investment strategies. While South Africa and Egypt have already established themselves as mature outsourcing hubs for global service delivery, emerging locations such as Kenya, Ghana, Morocco, and Rwanda are steadily gaining momentum. As companies explore these promising markets, they must identify the unique opportunities that different African countries present, while also considering the risks associated with operating in the region. Scope Industry: global services Geography: Africa Contents In this report, we analyze 14 African countries for IT-BP services delivery on various parameters, including entry-level talent pool (tertiary graduates), employed talent pool, maturity of global delivery, financial attractiveness, multilingual capabilities, and overall risk. Membership(s) Locations Insider™ Sourcing and Vendor Management

In an era of ceaseless change, ever-evolving market dynamics, and an unrelenting demand for progress, the traditional pace of value creation is no longer enough. Creating accelerated value has become paramount for business leaders. How do you achieve accelerated value? Enterprises must embrace innovation while effectively managing change. This approach will help businesses navigate rapid transformation while ensuring stability and sustainability. Watch this webinar to gain valuable insights into the current perspectives of IT-BP industry leaders. We discussed the major concerns, expectations, and trends for 2024 and provided recommendations on how to drive accelerated value from global services – helping position organizations to plan and align goals and succeed in 2024. What questions has the webinar answered for the participants? What are the key challenges and priorities and the outlook for global services in 2024? What are the likely changes in sourcing spend, sourcing strategy (in-house vs. outsource), and locations? Which digital services and next-generation capabilities are expected to be in demand? How will generative AI impact the global services industry? How are outsourcing deals, enterprises’ leverage of service providers, and bill rates expected to change?

Introduction Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock new use cases, leverage advanced technologies, and identify investment opportunities, making operations more effective while enhancing overall CX. In this report, we examine current and upcoming digital technologies and their adoption trends, next-generation digital KPIs, and potential gen AI use cases. We explore gen AI’s impact, analyzing both current enterprise perceptions and future outlook for the digital CXM market, while discussing the evolving role of service providers in navigating this dynamic landscape. Scope All industries and geographies Contents In this report, we: Examine digital CXM and its adoption trends Determine gen AI’s influence on digital CXM and upcoming technology advances in digital CXM Look at enterprise perceptions of gen AI, including current and future outlook and the evolving role of service providers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The ongoing macroeconomic slowdown has pushed enterprises – that are already bogged down by top and bottom-line challenges – to assess how they can leverage service providers to grow, evolve, and optimize their global in-house center (GIC) networks. Watch our experts explore key developments in the global sourcing market in 2023, including how enterprises can grow and evolve their GIC networks by collaborating more effectively with service providers and the various enterprise requirements that providers can fulfill in the GIC space. In addition, the speakers discussed the evolving approach of providers to the GIC market and presented methods for enterprises and service providers to proactively engage with each other in the GIC space for a win-win result. What questions has the webinar answered for the participants? How did the global sourcing market evolve in H1 2023? How are third-party providers supporting enterprises on GIC-related needs, including set-up, transformation, and carve-out? What capabilities are service providers building to focus on the GIC segment?

This Virtual Roundtable Discussion Summary is available only to Outsourcing Excellence members. For information on membership, please contact us Everest Group regularly organizes virtual sessions where senior executives from enterprises convene to share experiences and network with colleagues in other organizations on hot industry topics or particularly challenging issues of the day. The services industry is experiencing multiple microtrends in the APAC region, including the emergence of new service delivery locations, advent of generative AI, the race to cloud modernization, the growing significance of Environmental, Social, and Governance (ESG) practices, and an ongoing surge in software prices. In this virtual session, executives discuss rising uncertainties and shifts in the APAC outsourcing landscape and how sourcing and supplier management peers are responding by adapting their sourcing portfolios, delivery locations mix, and relationships with providers.

Market Vista™: Industry Insights – Retail and CPG report provides an overview of the key trends and developments in the global retail and Consumer Packaged Goods (CPG ) outsourcing industry. The report examines key developments across leading offshore locations leveraged for service delivery, offshore/nearshore penetration and sourcing mix, global sourcing maturity, and digital services’ adoption in the retail and CPG industry. It also lists the opportunities, implications, and challenges for providers and enterprises in the next normal. Scope Industry: retail and CPG Geography: global Contents In this report, we examine: Key global sourcing trends in the retail and CPG industry Value chain processes in the retail and CPG industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions, including retail and CPG operations, 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 such as retail and CPG operations, IT services, corporate functions, and digital functions Digital services’ (analytics, automation, AI/ML, cloud, IoT, and cybersecurity) adoption in the retail and CPG industry The talent war and ways to mitigate the talent crisis Membership(s) Market Vista™ Sourcing and Vendor Management

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