Showing 91 results
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Nov. 03, 2025The Life and Annuity (L&A) insurance market is fundamentally shifting in sourcing approaches, moving beyond legacy cost-saving models to prioritize agility, innovation, and resilience. This report examines how macroeconomic uncertainties, talent shortages, and evolving customer expectations are prompting insurers to modernize core systems, adopt cloud-based platforms, and expand digital capabilities. The rise of generative AI, regulatory demands, and the need for scalable digital operations are key drivers influencing sourcing decisions. Insurers are embracing strategic models such as cloud XaaS, global capability centers (GCCs), and co-sourcing to meet organization goals while retaining control and accelerating innovation. The report outlines sourcing best practices across IT applications, infrastructure, platform services, and consulting, while also highlighting geographic delivery models, talent hubs, and supplier engagement strategies. With a focus on modular architectures, outcome-based KPIs, and embedded AI capabilities, the study provides a roadmap for insurers and providers to build future-ready sourcing ecosystems.
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Sep. 30, 2025India remains the most extensively leveraged location globally for delivering a wide range of services. Its vast and diverse talent pool, strong cost competitiveness, and supportive operating business environment drive this leadership. The country continues to serve as a strategic offshore partner for major markets, including the US, the UK, and Europe, enabled by a talent ecosystem aligned to follow-the-sun delivery models. Beyond transactional work, India is increasingly delivering complex services, with engineering research and development, product engineering, and digital services including AI, ML, and cybersecurity, emerging as key growth areas. Tier-1 locations, including Bangalore, Chennai, Delhi NCR, Hyderabad, Kolkata, Mumbai, and Pune, account for ~80% of the overall services market in India. However, owing to increasing cost and margin pressures, rising attrition levels, and intensifying competition, organizations are actively exploring tier-2 and tier-3 cities. This shift is enabling them to access an untapped talent pool at lower attrition levels and operating costs, while also mitigating concentration risks in tier-1 cities. This report will support market providers in their quest to support the right service from the right location within India. It highlights the relative attractiveness and value proposition of key tier-1/2/3 cities for supporting services delivery, based on a multi-faceted assessment.
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Thematic Report
Technology Services Handbook 2025 – Do You Have the Right Locations Powering Your Delivery Model?
Sep. 24, 2025Technology 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
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Location Spotlight
Location Spotlight - Medellin, Colombia
Sep. 08, 2025Everest 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 the competition in understanding key market dynamics and the related opportunities each location presents.
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Location Spotlight
Location Spotlight – Timisoara, Romania
Aug. 29, 2025Everest 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 the competition in understanding key market dynamics and the related opportunities each location presents.
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Aug. 29, 2025In 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.
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Location Spotlight
Location Spotlight - Ghana
Aug. 05, 2025Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. These reports help global sourcing practitioners or location strategy professionals stay ahead of the competition in understanding key market dynamics and the related opportunities each location presents.
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Location Spotlight
Location Spotlight – Cairo, Egypt
Aug. 05, 2025Everest 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 the competition in understanding key market dynamics and the related opportunities each location presents.
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Aug. 01, 2025Global Capability Centers (GCCs) are undergoing a profound transformation—from offshore delivery centers to global innovation engines. Enterprises are no longer viewing GCCs merely as vehicles for cost optimization; instead, these centers are being tasked with advancing digital agendas, incubating AI and analytics capabilities, and enabling enterprise-wide resilience and growth. This evolution has dramatically widened the consulting opportunity, with demand rising across setup, scale, and continuous reinvention phases. This Viewpoint examines the end-to-end consulting opportunity across the GCC life cycle, breaking it down into five distinct stages: strategy and feasibility assessment, build and launch, early-life stabilization, digital acceleration, and continuous transformation/monetization. It highlights how consulting firms are playing an expanding role—supporting clients not just with strategy and location screening, but also with capability ramp-up, digital platform modernization, and governance redesign. The report offers providers a structured lens on where to play and how to win—by tailoring value propositions to the unique demands of each stage and building lifecycle-aligned offerings. From strategic BOT transfers and Tier-2 city expansion to AI governance and ESG readiness, the Viewpoint outlines the whitespace opportunities where consulting partners can lead the next wave of GCC evolution.
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Thematic Report
Emerging Tech Talent Hubs Across Europe
July 31, 2025Europe 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.
