The pandemic-induced slowdown subdued the global services market’s growth in 2020. However, the market rebounded in 2021 and is poised to grow further in 2022, driven by factors such as a strong recovery, increased demand for value-added and digital services, and higher offshoring/nearshoring by enterprises due to GBS organizations’ and service providers’ strong business resilience.

In APAC, tier-1 Indian cities continue to maintain Leader positions, with certain tier-2 locations emerging as Major Contenders for transactional Business Process Services (BPS) and contact center work. The Philippines continues to be a Leader location for contact center and transactional BPS work, and China is primarily leveraged for functions around the cloud, cybersecurity, analytics, and engineering/R&D services. In EMEA, Poland continues to remain the leading location for IT-BP delivery, followed by Ireland. Within the Americas, Canada has experienced growth, with global players adding/expanding delivery capabilities to gain access to the North American market at a moderate cost arbitrage over leading US markets. Colombia is a Leader location for transactional BPS delivery and a Star Performer for bilingual BPS delivery. Mexico and Argentina continue to maintain Major Contender positions for most functions.

The Global Locations State of the Market Report 2021 describes the global services locations landscape and examines location-related developments and trends to design a best-fit locations portfolio strategy.

Scope

Industry: global services

Geography: global

Contents

The report includes the following topics:

• The report is divided into three parts:
  • Key trends shaping the global services landscape
  • Risk watch
  • Locations PEAK Matrix® features an objective, data-driven, and comparative assessment of locations specific to a market segment (function and process); the key market segments in scope include:
    • Information Technology-Application Development and Maintenance (IT-ADM)
    • Contact center (English language)
    • Transactional Business Process Services (BPS)
    • Complex/Judgment-intensive BPS
    • Bilingual (Spanish and English languages) BPS
    • Multilingual (European languages) BPS
    • Analytics
    • Cloud services
    • Cybersecurity
    • Engineering/R&D services
    • IT services in the US
• This report presents insights into market size and growth, global services exports by region and country, locations activity by region and country, and trends affecting global locations (changes in the investment environment, key developments globally, and changes in the exposure to various risks)

Membership(s)

Locations Insider™

Sourcing and Vendor Management