The global services market registered modest growth in 2024, with revenue increasing by 2-4% to approximately US$290 billion. This growth marked a continued deceleration from the strong post-COVID-19 rebound, driving an approximately 12% surge in global services delivery revenue in 2022. Growth slowed further in 2023, with revenue rising by only 3-5%. Moreover, the global services market saw a marginal increase in headcount in 2024, with roughly 200,000 FTEs added to the workforce across regions. In this Global Locations State of the Market Report 2025, we analyze the global services locations landscape, evaluate developments, and assess key trends to design an optimal locations portfolio strategy. The Key Trends report in this analysis examines global locations and the center landscape, adoption trends from 2024, and leaders’ priorities for building a successful location mix in 2025. The report also analyzes headcount and revenue growth trends in the global services market at geographic/regional levels. It includes a breakdown of new center setups by geography and function, including IT application development and maintenance, IT infrastructure, engineering, R&D, contact center operations, and non-voice business services.

Customer Experience Management (CXM) in EMEA – Provider Compendium 2024 provides detailed and fact-based snapshots of 39 CXM providers offering services in the EMEA region. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their competition, while CXM buyers will be able to assess the providers based on their specific capabilities. Scope Domain: CXM Industry: all Geography: EMEA Contents In this research, we feature profiles of 39 CXM providers offering services in the EMEA region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased AI and automation adoption, rising demand for enhanced customer service, substantial investments in digital infrastructure, and a notable surge in demand from the energy and utilities sector amid a global energy crisis. Enterprises across EMEA are aggressively advancing their digital transformation strategies, prompting providers to focus on delivering highly customized digital Customer Experience (CX) solutions strongly emphasizing data privacy and security. AI-driven personalization and localized service delivery’s growing demand reflects the region’s rich cultural and linguistic diversity. To support these evolving needs, providers are establishing centers of excellence dedicated to deploying advanced solutions such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, which are driving innovation in digital CX, including gen AI technologies’ integration. Furthermore, many providers are strategically partnering with hyperscalers and AI providers to enhance their AI capabilities and expand their service offerings. In this report, we analyze 37 CXM service providers’ capabilities across industries in EMEA. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: All Geography: EMEA This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market. Contents In this report, we: Examine the CXM market in EMEA Assess providers’ key strengths and limitations Provide sourcing considerations for enterprises Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

On April 13, 2024, Iran launched an unprecedented aerial attack on Israel. Israel’s air defense system and its allies intercepted nearly all the weapons. Iran claimed that its first-ever attack on Israel from its soil was in response to Israel’s attack on its consulate in Syria’s capital Damascus on April 1, 2024. This aggressive action, compounded by the escalating Israel-Hamas conflict, increases the risk of a full-scale regional war in the Middle East. Many global services companies in Israel have shut down operations temporarily or asked employees to work from home, which will further increase challenges for global services firms operating from Israel and the Middle East. This Risk Radar Newsflash highlights the concerns for global services firms in the backdrop of the Israel-Iran conflict and the urgent need to move operations from the two countries. Click here for more information on our location and service provider risk tracking services. Membership(s) Catalyst Locations Insider™ Market Vista™ Sourcing and Vendor Management

In an era characterized by continual change, evolving market dynamics, and an unwavering demand for progress, enterprises must embrace innovation while effectively managing change. In this webinar, our analysts presented invaluable insights gathered from Everest Group’s 2024 Key Issues survey, specifically focusing on how issues will impact EMEA. The webinar addressed the challenges that companies in the EMEA region will face in 2024 and how they can think about addressing them. Participants got a view into the perspectives of industry leaders in the IT-BP sector, heard the major concerns, expectations, and emerging trends for 2024, and learnt actionable recommendations. What questions did the webinar answer for the participants? What are the key issues that businesses are anticipating in 2024 How will issues specifically impact EMEA? What are some of the strategies businesses can leverage?

On October 7, 2023, Hamas, a Palestinian group based in Gaza, launched an unexpected attack on Israel. In response, the Israeli government declared war and mobilized its forces, leading to a surge of turmoil in the region. Within just over a week, the death toll had already reached the thousands. In addition to the human cost, this conflict carries significant economic and geopolitical implications, not only for the Middle East but also for the rest of the world. This Risk Radar examines the Israel-Hamas conflict, its impact on the geopolitical, macroeconomic, and security situation of Israel, and the ramifications on global services firms in the region. Click here for more information on our location and service provider risk tracking services. Membership(s) Catalyst Locations Insider™ Market Vista™ Sourcing and Vendor Management

Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of 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 in understanding key market dynamics and the related opportunities presented by each location. Our report on Turkey offers data-backed research to understand the market’s attractiveness in terms of: Key drivers, challenges, and untapped opportunities for the 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 (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. Membership(s) Locations Insider™ Sourcing and Vendor Management

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2023 provides comprehensive and fact-based snapshots of 25 CXM service providers in EMEA. It features their scale of operations, technology solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK Matrix® provider assessment. The compendium also examines the EMEA CXM operations provider landscape. The report will enable current and potential buyers of CXM in the Americas to assess the providers based on their strengths and limitations in desired capabilities. Scope Domain: CXM Industries: all Geography: Americas Contents In this research, we feature 25 CXM service provider profiles and examine their: Services suite and scale of operations: key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Delivery locations: details of key delivery locations worldwide Capabilities and clients: major engagements and revenue by geography, industry, and buyer size Everest Group assessment: provider’s position on Everest Group’s PEAK Matrix®, along with its market share and delivery capability assessment, and overall evaluation of capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

As the economic and global effects of the COVID-19 pandemic wear off, enterprises are looking for newer destinations to deliver IT-BP processes. One such destination is Middle East and North Africa (MENA), which is experiencing significant macroeconomic changes, with most countries in the region diversifying their highly oil-dependent economies by attracting foreign investments in the IT-BP space. Additionally, the region’s strong, untapped domestic and regional demand, coupled with lower market congestion compared to other global delivery hubs, further amplifies the region’s value proposition. As enterprises reassess their sourcing landscapes, an informed view of the MENA region may serve as a key differentiator for them. This report takes a comprehensive look at the MENA region as an emerging delivery destination for nearshoring/offshoring. The study examines key trends, emerging countries, and forward-looking opportunities that the region offers. Scope Geography: Middle East and North Africa Services: IT-BP Contents In this report, we share: Drivers of IT-BP delivery growth in MENA Operating risks Risk-reward assessment, highlighting relevant trade-offs Global services delivery overview Key market trends Market activity and function maturity Role of locations in global delivery portfolios Risk dashboard Key risks to watch out for Financial attractiveness of MENA Talent availability Availability of key languages Membership(s) Locations Insider™ Sourcing and Vendor Management

Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of 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 in understanding key market dynamics and the related opportunities presented by each location. Our report on Dubai offers data-backed research to understand the market’s attractiveness in terms of: Key drivers, challenges, and untapped opportunities for the 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 (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. Membership(s) Locations Insider™ Sourcing and Vendor Management