Technology services have emerged as the backbone of modern enterprises and providers, powering customer engagement, operational agility, and competitive differentiation. As organizations fast-track their digital transformation journeys, the rapid adoption of technologies such as AI, generative AI, ML, blockchain, cybersecurity, and AR/VR continues to reshape industries across the board. The demand for technology-led R&D and innovation is rising sharply, with enterprises, global capability centers, and providers increasingly embedding digital capabilities into their service delivery models. In this fast-evolving landscape, organizations must proactively scale digital solutions to stay ahead of market disruptions and meet growing customer expectations. To remain competitive and future-ready, businesses will need to revisit and refine their location strategies, building delivery portfolios that align with their digital transformation goals. This Everest Group handbook is designed to support organizations in identifying the right global locations to deliver technology services. It presents a comprehensive and multi-dimensional analysis of the relative attractiveness of leading delivery destinations worldwide. At an overall level, this handbook covers the technology services delivery attractiveness on three broad dimensions: • Talent pulse: an assessment of market maturity, entry, and experienced talent-related attributes for technology services • Financial attractiveness: an assessment of the financial attractiveness of locations from an operating cost perspective for delivery of technology services • Enablers: an assessment of enabling drivers, such as infrastructure and digital readiness, essential for technology services delivery

Europe continues to be a strategic hub for global technology services delivery due to its strong technology talent ecosystem, multilingual workforce, and mature digital infrastructure. These strengths make Europe an attractive destination for delivering complex, high-value technology services, despite rising costs and saturation in several tier-1 cities. As demand remains steady in tier-1 locations, global organizations are increasingly exploring tier-2/3 cities as emerging technology hubs. These cities offer moderate cost savings, access to an untapped talent pool, and a steady university graduate base. Improvements in infrastructure and enhanced business environment boost the region’s viability for global delivery. Additionally, tier-2/3 cities serve as strategic spoke locations for business continuity, offering lower competition and supporting risk diversification beyond overleveraged tier-1 hubs. This Everest Group report helps global organizations identify the right European locations to support and drive technology services delivery. It highlights the relative attractiveness of key tier-1 and tier-2/3 locations for supporting technology services using a holistic and multi-faceted assessment.

The Global Capability Center (GCC) market continues to grow steadily at ~6% YoY, fueled by access to scalable talent, favorable cost structures, mature ecosystems, and low entry barriers. As GCCs evolve beyond traditional service delivery, they are increasingly becoming innovation, capability development, and enterprise transformation hubs. This shift presents a significant opportunity for providers. Enterprises are seeking end-to-end support across the GCC lifecycle. Providers are key in establishing GCCs through Build-Operate-Transfer (BOT), assisted/virtual, and joint venture models. Additionally, they enable access to talent through staff augmentation and managed services. There is strong momentum around GCC transformation, with providers helping to reimagine processes, technology, and functional operations. Strategic carve-outs and GCC acquisitions represent another area where providers are actively engaged. To capitalize on these opportunities, providers are increasingly aligning with client expectations across capabilities, commercials, culture, and compliance. In this report, we provide a comprehensive analysis of the offshore and nearshore GCC landscape and strategic implications for providers.

LATAM is a strong nearshore option for global service delivery, offering proximity to North America, a skilled bilingual workforce, and cost benefits. Companies seeking operational efficiency and geographic diversification through nearshoring turn to this region. LATAM’s services landscape is evolving rapidly, expanding beyond traditional workstreams to support advanced capabilities, such as generative AI, ML, and knowledge-based services. Digital and IT infrastructure investments are strengthening LATAM’s position as a viable alternative to traditional offshore mega hubs. As companies reassess their sourcing and nearshoring strategies, LATAM stands out as a key differentiator. In this report, we examine the LATAM region as a key destination for nearshoring opportunities. It ranks 16 countries across the region based on their attractiveness for global service delivery. The report evaluates various parameters to assess the region’s appeal from a service delivery perspective, focusing on the service delivery landscape, key processes delivered, and each country’s future potential. Scope Geography: LATAM Service: IT-BP Contents In this report, we: Examine IT-BP delivery growth drivers in LATAM Analyze LATAM’s operating risks and financial attractiveness Assess risks and rewards, highlighting relevant trade-offs Offer a global services delivery overview Evaluate key market trends, market activity, and function maturity

The global services industry is rapidly evolving, and amid this dynamic landscape, Egypt is emerging as a strategic service delivery location. Its compelling talent-cost proposition and favorable operating environment are key drivers of this momentum. Everest Group, in collaboration with the Information Technology Industry Development Agency (ITIDA), has assessed the factors shaping Egypt’s services landscape. In this report, we highlight the key pillars of Egypt’s value proposition: economic attractiveness, supportive government initiatives, a young and multilingual talent pool, professional excellence, and a tactical geostrategic advantage. Scope Geography: Egypt Services: IT, BP, and ER&D Content In this report, we examine Egypt’s: Global services value proposition Significant cost savings potential Supportive government initiatives Young and multilingual talent pool Professional excellence Tactical geostrategic advantage Membership(s) Locations Insider™ Sourcing and Vendor Management

What crucial insights from last year can locations and workforce strategy leaders apply to 2024, and what will be the critical priorities this year and beyond? In this webinar, our experts explored the anticipated trends shaping 2024’s workforce and locations strategies. We discussed the impact of geopolitical and macroeconomic changes on locations, as well as the potential future direction of shoring strategies. Attendees gathered beneficial insights into strategic workforce decision-making for 2024 and ongoing, with a focus on methodologies for creating an optimized, balanced locations portfolio. What questions did the webinar answer for the participants? What are the key learnings from 2023 in the locations and workforce strategy space? What are the top strategic priorities for locations and workforce strategy heads in 2024? Which locations offer untapped talent potential? How can locations and workforce strategy leadership leverage key trends for 2024 to achieve an optimal locations portfolio?

As we move into 2024, business leaders stand at the intersection of uncertainty and opportunity. Macroeconomic and geopolitical landscapes, coupled with cost and margin pressures, pose potential speed bumps to the growth of global services in 2024. Watch this webinar where our expert analysts presented the successes, challenges, and transformative trends that defined the global services industry in 2023 and discussed the opportunities that lie ahead for business leaders in 2024. Attendees gathered valuable insights to shape a forward-looking strategy for their global services delivery and learnt successful approaches adopted by enterprises and service providers, including service delivery locations, sourcing strategy (in-house/GBS vs. outsourced), deal trends, talent strategy, and cost optimization strategy. What questions did the webinar answer for the participants? How did the global services industry perform in 2023? What are the key trends and outlook for the global services market in 2024? What are the observed trends across service delivery location strategies for enterprises and service providers? How are sourcing strategies (in-house/GBS vs. outsourced), enterprises’ leverage of service providers, and the nature of deals expected to evolve

Is your location portfolio and workforce strategy primed to manage black swan events, persisting economic uncertainties, cost and price pressures, and the geopolitical changes of today’s business landscape? Watch this webinar as Everest Group experts deliver approaches to secure maximum value from delivery location portfolios and offer exclusive insights into the best practices for managing location portfolios and workforce strategies. Whether you hold the reins as a sourcing leader, a delivery head, or a workforce strategy executive, this engaging webinar will provide you with valuable insights and actionable advice to optimize your locations portfolio and maximize returns. What questions has the webinar answered for the participants? What are the hottest global sourcing locations trends of early 2023? What are the different models for managing your locations portfolio? What are the key challenges and best practices for optimizing locations portfolio and workforce strategy? Which crucial aspects are often overlooked when managing locations and workforce strategy? What is the ultimate checklist when evaluating a new location? How can you proactively and programmatically gauge the health of your locations portfolio?

Everest Group regularly organizes virtual sessions in which senior executives across enterprises share their experiences and opinions with colleagues in other organizations on hot industry topics or particularly challenging issues of the day. In this virtual roundtable, executives discuss how the location and sourcing strategies of GBS organizations are evolving to combat the growing concerns around talent acquisition and retention. The conversation also covers best practices for talent management and concentration risk management.

In this webinar, we explored the 2022 global sourcing market, looking at key developments and overall growth trends for the service provider and GBS markets. Additionally, we looked at the changes in location strategies adopted by service providers globally and the emerging trends in these locations. We also discussed the impact of the expected economic slowdown on the market’s overall workforce strategy and offered recommendations to service providers, focusing on which trends to monitor, the importance of sustainable workforce strategy, and the relevance of cost in location decision-making. What questions did the webinar answer for the participants? How has the global service market evolved in 2022, and what are key developments across leading global service providers? How has the location strategy for service providers changed in the past couple of years? How will the expected macroeconomic slowdown impact the war on talent? What are some of the key steps service providers should take as they face the economic slowdown?