In July 2025, the US Senate introduced the bipartisan Keep Call Centers in America Act of 2025 bill. Although still pending, the bill signals a potentially significant policy shift designed to limit the offshoring of US call center jobs. The legislation would apply to any company operating call centers with 50 or more employees, linking access to federal benefits with maintaining domestic operations. It would also mandate greater transparency when customer service work is delivered from offshore locations. If enacted, the Act could reshape global delivery strategies for customer experience services by raising the cost of offshoring and introducing new compliance burdens for US-based enterprises. Global services firms with sizable offshore delivery portfolios – particularly in India, the Philippines, and nearshore hubs – may face business continuity risks, client scrutiny, and contract renegotiations. Conversely, the legislation could stimulate greater onshore investment in the US, altering the global services delivery mix. This Risk Radar analyzes the legislative context, potential business implications, and considerations for global services firms as they monitor developments around this bill.

Location selection has long been a vital business decision, but changing global forces are reshaping its strategic importance. Rising uncertainty, geopolitical shifts, and evolving workforce dynamics demand a more structured, forward-looking approach. Enterprises and service providers are migrating from a traditional, demand-driven location selection model to a proactive, programmatic model that ensures resilience and long-term operational continuity. While cost, talent, and government incentives remain key considerations, their relative influence is changing in defining the location strategy. Decision-makers must reassess priorities, integrate emerging trends, and adapt to regional developments to future-proof their location portfolios. A holistic, forward-looking approach is key to maximizing each location’s value within a broader portfolio. Digital infrastructure, ease of doing business, sustainability regulations, and the evolving role of AI and automation in service delivery are becoming increasingly relevant. Rapid changes in geopolitics, technology, regulations, and workforce dynamics demand decision-makers to think beyond traditional metrics. They must proactively adapt their location strategies to stay ahead. This Viewpoint examines how new operating models, technology, and evolving business priorities are redefining location strategy, helping organizations stay agile and competitive in an uncertain world. Scope All industries and geographies Contents In this report, we examine: Traditional location selection levers and their shortcomings Key themes shaping the location strategy’s future

The impact of climate change on businesses is real and worrisome. In the past few years, discussions around climate change have moved beyond newspaper articles, environmental conferences, activist movements, and government policy-making to boardroom discussions, corporate agendas, and strategic planning. Most global organizations are increasingly feeling climate change’s negative impact on their supply chains, manufacturing, operations, and even human capital, which is the primary resource for companies, especially in the global services industry. In this viewpoint, we explore the short- and long-term impact of climate change to help business leaders think about their climate change response strategies, including altering supply chains or changing delivery locations to manage and mitigate climate change risks that could affect their organizations. We assess the climate change impact on major global delivery locations, including Jakarta, Manila, Cairo, Riyadh, London, Istanbul, San Francisco, Mexico City, Sao Paulo, and Buenos Aires. Scope All industries and geographies Contents This viewpoint examines: The global impact of climate change The significance of climate change for global business leaders Climate change impact on major global delivery locations Future action plan and key imperatives for global companies Membership(s) Locations Insider™ Sourcing and Vendor Management