Our global services market Key Issues research is based on annual surveys that capture the market’s pulse on key aspects of the global sourcing industry. Against the backdrop of growing concerns about challenging macroeconomic conditions and geopolitical adversities, enterprises maintain a positive outlook. They anchor this optimism on the transformative potential of emerging technology and the ever-evolving landscape of consumer behavior. The driving force for 2024 will be the pursuit of doing more with less.
While the global IT-BP services industry foresees modest growth, a noticeable surge in the popularity of the Global Business Services (GBS) model is compelling providers to adapt to growing enterprise expectations. The technology landscape is expected to cast a spotlight on productivity and resilience. Notably, there is a cautious yet progressive stance in gen AI’s adoption, despite considerable interest in this transformative technology.
In this report, we present the results of a study conducted in October and November 2023 with senior stakeholders from global enterprises across multiple departments, such as procurement, IT, and GBS. The aim was to understand their thoughts as they planned for 2024. The report provides perspectives on how leading global enterprises were impacted in 2023 and how they plan to deliver accelerated value in a dynamic world.
Scope
Geography: global
Industry: cross-industry
Services: IT and BPS (Business Process Services)
Contents
In this report, we examine:
Top business challenges and priority shifts in 2024
Key themes defining the IT-BP industry amid uncertain times
