Generative AI can reshape working methods, offering immense opportunities across various industries. However, despite its transformative potential, the adoption journey is likely to be fraught with data privacy concerns, ethical considerations, and integration complexities. These challenges highlight the need for a strategic and methodical implementation approach. Global Business Services (GBS) organizations can play a vital role in helping enterprises achieve this feat as they are uniquely positioned to spearhead generative AI initiatives, driving efficiency and innovation. As per our report last year (Generative AI: The Disruption the GBS Model Needs, or Just Another Over-hyped Technology?), less than 20% GBS organizations were piloting generative AI use cases. However, the landscape has since evolved, with more than 50% of these organizations now actively engaged in pilot and production stages. In this report, we analyze over 60 leading GBS organizations globally to identify how GBS are adopting and scaling generative AI in their operations. We examine GBS’ current adoption strategies, planned approach, use case prioritization, talent and governance models, key performance metrics, critical success factors, and future plans for generative AI adoption. This comprehensive analysis will help GBS leaders uncover the trends, best practices, and actionable steps that can help them navigate complexities and fully unlock generative AI’s potential. Scope This report is based on findings from a comprehensive survey and multiple one-on-one interviews The survey participants span industries, geographies, and GBS size, age, and maturity The study covers insights from over 60 leading GBS organizations and focuses on understanding generative AI’s current state in GBS organizations Contents In this report, we: Assess generative AI’s current state in GBS organizations focusing on the role GBS plays in implementation, key objectives for implementing generative AI, and the challenges faced by GBS in scaling generative AI proof of concepts Provide a six-step framework to successfully implement generative AI in GBS Membership(s) GBS/SS

The number of organizations that are proactively investing in ESG-related initiatives, is on the rise. It is essential to recognize that ESG is no longer a niche concern but a central aspect of business strategy. ESG considerations have rapidly transcended the realm of corporate social responsibility to become a fundamental facet of contemporary business strategy. Global Business Services (GBS) leaders now find themselves at a crucial juncture, where understanding and integrating ESG principles into their operations are not merely advisable but indispensable. By prioritizing ESG, GBS leaders can navigate the complex landscape of stakeholder expectations, a key element in the long-term sustainability and success of their organizations. In this report, we discuss key adoption trends, success factors, enablers, challenges, and best-in-class case examples based on a comprehensive survey involving 50+ global GBS organizations. It offers GBS leaders actionable insights to champion ESG initiatives within their organizations. As GBS increasingly assumes strategic importance, this report will highlights key areas where GBS organizations can add value and support an enterprise’s ESG agenda. Scope All industries and geographies Contents In this report, we examine: Importance of ESG in the business and GBS context Current state of ESG adoption in GBS Challenges restricting adoption of ESG in GBS Key success factors and ESG enablers Opportunity areas for GBS in 2024 Membership(s) GBS/SS Sustainability Technology and Services

This report is available only to GBS/ Shared Services Excellence members. For information on membership, please contact us Over several decades, GBS centers have built a strong foundation of success, leading to significant diversification across geographies, industry verticals, and functions. The centers are continuously evolving to deliver value beyond cost arbitrage and to transform into strategic partners for enterprises. This involves supporting key priorities such as digital transformation, top-line growth, and enhanced end-customer experience. In 2022-23, the GBS market grew steadily, marked by substantial growth, maturity, and value creation. With over 4,700 center setups and 2.4 million FTEs, the offshore/nearshore GBS market is continuing to flourish. In this report, we leverage Everest Group’s proprietary GBS database, the industry’s most comprehensive database on GBS centers, to provide an in-depth analysis of the state of the GBS market in 2023.  The report is a follow-up to the GBS State of the Market Report 2023. While the previous report identified key trends, challenges, and success-driving initiatives for GBS organizations, this report provides an extensive quantitative analysis of the GBS market including adoption trends across key locations, key industries, and functions based on our analysis of more than 7,500 GBS organizations.  Scope All industries Geography: offshore/nearshore regions Contents In this report, we examine: GBS landscape and growth trends for center setups in 2023 GBS adoption trends across key industry verticals, locations, and functions Membership(s) GBS/SS

This report is available only to GBS/ Shared Services Excellence members. For information on membership, please contact us 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

The global sourcing market surpassed US$214 billion in 2020, with Global Business Services (GBS) continuing to be an integral component of the sourcing model, accounting for approximately 27% of the market. The success of the GBS model in India, Ireland, Poland, the Philippines, and China has led buyers to explore it in other locations in Asia, Central & Eastern Europe (CEE), Rest of Nearshore Europe (RONE), Latin America, and Middle East & Africa (MEA). The GBS market has also expanded across verticals and functions. This research leverages Everest Group’s proprietary GBS database, the industry’s most comprehensive database on GBS centers, and studies GBS centers that provide offshore/nearshore delivery of global services. It excludes shared service centers that serve domestic operations. The report will be relevant for a broad set of stakeholders – buyers / parent organizations, service providers, GBS organizations, and industry influencers, such as investors and industry bodies. Scope Industry: all Geography: offshore/nearshore regions Contents In this report, we provide an in-depth analysis of the GBS landscape and trends, including market size, growth, and distribution of GBS setups by buyer portfolio, scale, functions supported, and offshore delivery locations. The study concludes with an assessment of top expectations from the GBS model in 2021. Membership(s) Catalyst™ Global Business Services (GBS) and Shared Services

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

The Engineering Services (ES) global sourcing market continues to evolve and grow rapidly in 2018, to cross US$80 billion. Given the constraints around quality, IP sensitivity, and complexity of work, the Global In-house Center (GIC) model is an integral component of the evolving engineering services global sourcing market. India is one of the leading locations for delivering engineering services, both in terms of workforce and the number of GIC setups. India GICs continue to expand the scale and scope of services being delivered. The ES sourcing market is still relatively untapped that the GICs are trying to capture by building capabilities and focusing on innovation. This report focuses on the global delivery of engineering services across various industry segments by GICs in India. The report covers market landscape of ES global sourcing with a focus on the way new age technologies are transforming delivery of engineering services. It also provides detailed assessment of the various engineering services segments being delivered from India- delivery maturity, key growth drivers, and market trends in each segment. The report is divided into four broad sections: Engineering services global sourcing market landscape Evolution of the engineering services GICs in India Assessment of the engineering services segments among India GICs Future outlook and implications for engineering services GICs in India The scope of the report Industry: Engineering Services (ES) Focus: GICs in India ES segments: Software products Mechanical (automotive, aerospace, defense, and marine) Hi-tech (semiconductors, telecom, consumer electronics, medical devices, and computing systems) Industrial, energy, chemicals, and natural resources Geography: India Membership (s) Engineering Services Catalyst™