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  • FEATURED
    State of the Market

    June 30, 2025
    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.
  • Provider Compendium

    Nov. 26, 2024
    Customer Experience Management (CXM) Service Provider Compendium 2024 – APAC offers detailed and fact-based snapshots of 35 CXM providers offering services in APAC. 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: APAC Contents In this research, we feature profiles of 35 CXM providers offering services in the APAC 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 Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management
  • PEAK Matrix®

    Sep. 05, 2024
    In 2023, the APAC region's Customer Experience Management (CXM) market witnessed moderate growth, fueled by the adoption of omnichannel solutions, generative AI, and cloud services and the evolving social media landscape. Enterprises seeking to collaborate with CX service experts are driving this expansion to reduce costs, diversify operations, and support regional expansion. The travel and hospitality sector notably increased its CXM outsourcing due to a surge in tourism in countries such as Malaysia, Singapore, and the Philippines, while telehealth services’ rise in India and China spurred CXM’s demand in healthcare. Additionally, increasing mobile penetration and retail and e-commerce growth have amplified digital CXM solutions’ need across the region. Providers have established centers of excellence focused on deploying advanced solutions, such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, to accelerate innovation in digital CX, including generative AI. Many providers are also partnering with hyperscalers and AI startups to bolster their AI capabilities and broaden their service offerings. In this report, we analyze 29 CXM service providers’ capabilities across industries in APAC. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: all Geography: APAC 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 APAC 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
  • Viewpoint

    Aug. 13, 2024
    On August 5, 2024, Bangladesh faced a major political crisis when Prime Minister Sheikh Hasina resigned and fled the country. Hasina, who has led the Awami League Party and served five terms in office, resigned amid escalating public discontent and political unrest, which has reportedly claimed over 400 lives. The announcement sparked both widespread celebration and incidents of violence, prompting military control. In the aftermath, Nobel Laureate Muhammad Yunus was appointed the interim government’s chief advisor. This interim administration is responsible for restoring stability, managing the transition of power, and preparing the country for the upcoming national elections. Many companies in Bangladesh have shut operations or asked employees to work remotely. Additionally, halted exports and supply chain disruptions will further increase challenge for firms operating from Bangladesh. This Risk Radar Newsflash highlights the concerns for firms in the backdrop of the Bangladesh’s political crisis and the urgent need to move operations from the country. 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
  • Thematic Report

    June 27, 2024
    Stagnant revenues and the increasing cost of services are challenging Asia Pacific (APAC) businesses in the Communication, Media and Entertainment (CME) vertical. To tackle a difficult business environment and more structural issues across the industry, CME enterprises are increasingly turning to IT outsourcing as a strategic lever to aid in transformation. Led by our experts Titus M, Practice Director, Mukesh Ranjan, Vice President, and Mohit Singhal, Senior Analyst, this webinar explored how CME enterprises can utilize IT outsourcing to create a strategy for differentiated, sustainable transformation. Watch this webinar to learn how to leverage IT outsourcing effectively to augment the enterprise and bolster it against future market disruption. What questions did the webinar answer for the participants? What is the current and future role of IT services within CME enterprises in APAC? How can CME enterprises utilize outsourcing as a strategic lever? What are the unique challenges faced by CME enterprises in APAC?
  • State of the Market

    June 03, 2024
    The global services market grew by approximately 12% in 2022, reaching a value of about US$275 billion. However, momentum slowed in 2023, with market revenue expanding only by 3-5% to nearly US$285 billion by year-end. Moreover, the global services market saw a marginal increase in headcount in 2023, with roughly 300,000 FTEs added to the workforce across various regions. In this Global Locations State of the Market Report 2024, we analyze the global services locations landscape, evaluate developments, and assess key trends to design an optimal locations portfolio strategy. The Key Trends report within this analysis examines global locations and center landscape, adoption trends from 2023, and leaders’ priorities for building a successful location mix in 2024. The report also examines headcount and revenue growth trends within 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. Scope Industry: global services Geography: global Contents In this report, we examine: Key trends shaping the global locations landscape Geography-specific trends across offshore/nearshore locations Onshore parameters of global services delivery Key trends for enterprise locations/workforce strategy Membership(s) Locations Insider™ Sourcing and Vendor Management
  • Thematic Report

    May 15, 2024
    The Banking and Financial Services (BFS) industry in APAC is rapidly transforming due to digital technology adoption, regulatory changes, and a focus on sustainability and open banking. These shifts present challenges and opportunities, prompting BFS firms and technology providers to innovate and create more value. Strategic partnerships and implementing technologies are key strategies employed to foster innovation and elevate customer satisfaction. In this report, we explore the BFS industry’s evolving landscape in APAC, focusing on prevalent themes such as cloud computing, customer experience, data and analytics, open finance, risk and compliance, sustainability, and the growing adoption of Third-party Platforms (TPPs). For each theme, the report provides insights into current trends, drivers, adoption patterns, partnerships, and future outlooks. Geographically, the analysis extends to key APAC countries, including Australia, China, India, Japan, New Zealand, and Singapore. Scope Industry: BFS Geography: APAC Services: Technology and IT services Contents In this report, we examine: Technology investments made by APAC banks, ongoing deals, prevalent themes, and the challenges the industry faces Key trends across BFS IT spending, including investments in cloud computing, embedded finance, and TPPs The regulatory and compliance landscape Adoption of data analytics and AI within the industry Key sustainability initiatives and customer experience priorities shaping the future of BFS in APAC Membership(s) Banking and Financial Services Information Technology Outsourcing Excellence
  • State of the Market

    April 10, 2024
    Risk Watch 2024: Potential Repercussions on Global Services Delivery in an Unpredictable World interprets developments and trends related to global service locations, with the aim to design a best-fit locations portfolio strategy. The report is divided into three parts – Key Trends Shaping the Landscape, Risk Watch, and Locations PEAK Matrix®. It provides insights into market size and growth, global services exports by region and country, location activity by region and country, and trends affecting global locations. Additionally, the report provides industry-leading comparison and analysis of key changes in the maturity, arbitrage, stability, and potential of global delivery locations (cities) through our PEAK Matrix® assessment of locations. The Risk Watch section offers a comprehensive view of the operating and business environments in major delivery locations worldwide, along with select source geographies. Scope Industry: global services Geography: global Contents In this report, we examine: The operating and business environment at different locations in a region, including APAC, Europe, the Americas, Middle East, and Africa Key changes in the risk profiles of different delivery locations Key risks/opportunities to watch out for in delivery locations across regions Risk ratings across seven primary parameters of assessment Important occurrences in the past year that are likely to impact providers and buyers or are worth watching out for Membership(s) Locations Insider™ Outsourcing Excellence
  • Thematic Report

    March 07, 2024
    Last year, the outsourcing industry faced a noticeable slowdown in demand. Now, with nudges at a potential recovery in the latter part of 2024, enterprises in the APAC region should proactively prepare for the possibility of a resurgence in pricing. Similarly, service providers must assess how they can seamlessly deliver the commercial benefits of generative AI and other innovative technologies. In this webinar, Everest Group’s pricing experts explored what this means for Asia-Pacific outsourcing pricing trends in 2024, what is shaping these trends, and the outlook. What questions did the webinar answer for the participants? What are the key expectations and unique requirements in APAC for buyers of outsourcing services? How has pricing changed since 2023? What factors will likely determine price movement in 2024, and how can enterprises be prepared?
  • Webinar

    Nov. 23, 2023
    Following a muted 2023, business leaders in the Asia-Pacific (APAC) region are cautiously optimistic about 2024. Within the current APAC sourcing market, as buyers prepare for the coming year, they are actively leveraging inventive commercial models, emerging location trends, and innovative pricing constructs to optimize the value they achieve from service providers. In this webinar, Everest Group analysts explored how APAC buyers can develop forward-looking sourcing strategies with the potential of advancing innovation in their outsourcing relationships and portfolios as value acceleration takes priority in 2024. What questions has the webinar answered for the participants? What are the top forward-looking strategies in APAC for outsourced services buyers for 2024? What location strategies are sourcing leaders planning to adopt in 2024 to achieve increased value from their service provider portfolio? What are the pricing trends and forecasts in APAC? What are the new-age commercial models observed in the APAC market? How should APAC-focused procurement leaders shape their contracting and negotiation strategies in 2024?