Global Services Lessons Learned in 2023 and Top Trends to Know for 2024 | Webinar

March 12, 2024

on-demand webinar

Global Services Lessons Learned in 2023 and Top Trends to Know for 2024

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?

Who should attend?

CEOs and CXOs
Buyers and providers of services
Locations portfolio strategy professionals
Leaders of workforce strategy
Global sourcing managers
Vendor managers
GBS Leaders

Hrishi Raj Agarwalla

Vice President

Prashray Kala

Partner

Jyoti Kumari

Senior Analyst

Market Vista – 2022 Year in Review and Outlook for 2023 | Market Insights™

June 19, 2023

Market Vista

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Enterprise perspectives on the 2019 global services market | Market Insights™

May 13, 2019

Enterprise perspectives on the 2019 global services market: five things to know – automation, business models, talent challenges, budget centers, and sourcing models / provider mix

Visit the report page

Significant Outsourcing Demand Growth According to Everest Group Report on Top Q3 Trends in Global Sourcing | Press Release

December 10, 2018

Digital services continued to dominate outsourcing activity, driven by cloud-based deals

The global sourcing industry posted healthy numbers for Q3 2018, marked by notable increases in outsourcing demand, according to Everest Group. The total contract value of outsourcing transactions rose 11 percent from Q2 to Q3.

Digital services continued to dominate the outsourcing activity, driven by cloud-based deals. Among GIC setups, the share of digital services as compared to traditional services increased from 44 percent in Q2 to 56 percent in Q3. Likewise, a focus on digital continued to dominate both service providers’ acquisitions (73 percent) and partnerships (84 percent) landscape. Both enterprises and service providers are increasingly leveraging disruptive technologies such as artificial intelligence (AI) and machine learning (ML) to build more a strategic digital agenda, drive innovation and focus on value-added services.

Everest Group discusses these and other third-quarter developments in the sourcing industry in its recently released Market Vista™: Q4 2018 report. The quarterly report highlights the trends in the fast-evolving global sourcing market, exploring the key developments across outsourcing transactions and Global In-house Centers (GICs), as well as location risks and opportunities, and service provider developments.

“The global services industry has enjoyed three consecutive quarters of growth in 2018,” said Salil Dani, vice president at Everest Group. “In Q3, transaction activity rose, and the volume of new contracts increased significantly. Although Q3 did see a decline in GIC market activity in comparison to Q2, we continue to expect healthy growth of the overall global services market through the remainder of the year.”

Additional highlights from the Market Vista: Q4 2018 report:

North America reported a significant increase in transaction activity, especially in the retail and consumer packaged goods segment and the technology and communication vertical.
GIC activity continues to be driven by existing adopters, with focus on establishing R&D centers for next-generation technologies.
While there was a decline in activity for Europe, emerging locations such as Bulgaria and Czech Republic witnessed an increase in activity given high-skilled IT talent, favorable business environment, and excellent R&D and digital infrastructure.

***Download a complimentary 16-page abstract of the report findings here.*** (Registration required.)

Q3 2018 Market Vista™ Update, and Key Implications of the Pressing Issues of the Global Services Market | Webinar

August 29, 2018

Presentation originally aired on Wednesday, August 29, 2018 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

It’s Q3 already?! It seems like just yesterday we were making final adjustments to our 2018 plans, and yet here we are beginning to consider the year that’s been while looking ahead to 2019. With that sentiment in mind, Everest Group conducted a brief survey with leading service providers on their market perspectives for the remainder of 2018 and into 2019.

We invite both service provider and enterprise executives to join us for an insightful 60-minute session in which Everest Group industry experts will offer insights on the key issues service providers are facing, along with their market implications. In addition, we will also comment on global services developments in the second quarter of 2018, covering:

Outsourcing trends
Market trends in digital adoption
GIC market trends and analysis
Insights into location activity in offshore and nearshore geographies

Who Should Attend
Enterprise executives, particularly those focused on outsourcing & vendor management and global in-house centers, will gain providers’ perspectives on several of the key aspects of their client relationships (e.g., key budget center, benefits from digital initiatives) and key implications for their sourcing strategies.

Presenters
Michel Janssen
Chief Research Guru
Everest Group

Prashray Kala
Practice Director, Global Sourcing
Everest Group

Salil Dani
Vice President, Global Sourcing
Everest Group

Moderator
Alan Wolfe
Senior Vice President
Everest Group

The Sourcing Market is on the Up and Up: Everest Group Reports Rise in Global Outsourcing Demand, GIC Activity and Service Provider Revenues in Q2 2018 | Press Release

August 28, 2018

Sourcing center setups at all-time high in Q2, driven by increased location activity in Nearshore Europe, Middle East

The global sourcing industry experienced a lucrative Q2 2018, marking notable rises in outsourcing demand, setups of global in-house centers (GICs) and service provider revenues compared to Q1, according to Everest Group. In addition, Everest Group reports that overall location activity was at an all-time high (87 setups of delivery centers by GICs and service providers during the quarter) due to significant increases in Central and Eastern Europe (CEE) and the Middle East.

Everest Group discusses these and other second-quarter developments in the sourcing industry in its recently released Market Vista™: Q3 2018 report. The quarterly report highlights the trends in the fast-evolving global sourcing market, exploring the key developments across outsourcing transactions and Global In-house Centers (GICs), as well as location risks and opportunities, and service provider developments.

“We’re coming off a great second quarter for the global services industry as a whole,” said Salil Dani, vice president at Everest Group. “For starters, location activity was at an all-time high and transaction activity rose in comparison to Q1. More than two dozen of the world’s leading companies announced plans to expand or set up new centers, which is a strong indication that enterprises anticipate that the market will continue to validate their sourcing strategies in the near future. We expect that this positive momentum will continue through the remainder of the year, which suggests the global sourcing industry will post significantly improved metrics compared to 2017.”

***Register for Complimentary Webinar***

Everest Group will review the findings of the “Market Vista: Q3 2018” report in a webinar to be held on Wednesday, August 29, at 9 am CDT. In addition, Everest Group presenters will address the results of a brief survey the firm recently conducted with leading service providers to gauge their market perspectives for the remainder of 2018 and into 2019. Register here for the complimentary, 60-minute webinar, “Service Provider Vantage Point, Plus Q3 2018 Market Vista™ Briefing.”

Additional highlights from the Market Vista: Q3 2018 report:

There was an uptick in outsourcing deals in the Banking, Financial Services and Insurance (BFSI) vertical, driven by U.S. tax reforms. Healthcare outsourcing transactions also surged, driven by declining enterprise margins.
Outsourcing activity across North America and Rest of the World (especially Asia, Australia and New Zealand) increased notably over the last quarter.
The “Technology and Communication” sector remained the most active and accounted for more than one-third of the total market activity in Q2. The manufacturing sector witnessed an increase, accounting for 25 percent of total setups as compared to 18 percent in the previous quarter.
Digital services continued to dominate the outsourcing activity relative to pure traditional services, representing 61 percent of transactions compared to 39 percent, respectively. Automation was the most prevalent digital component employed by new or expanded GICs, with deployments in 52 percent of Q2 setups and expansions.
Tier-2/3 locations in the U.S. witnessed significant growth in new center setup activity for both transactional and transformational work, driven by low-cost skilled talent availability.
CEE accounted for more than one-third of the total GIC setups and expansions, with Ireland and Romania remaining the preferred nearshore locations in the region.
Middle East and Africa (MEA) gained traction during the quarter, accounting for nearly 10 percent of the total GIC setup and expansion activity. The majority of the centers that opened in this quarter in this region support R&D/engineering functions of the parent company.
Both global and offshore-heritage service providers saw an increase in revenue and operating margin.
Service providers point to a gap in digital skills as a key growth challenge and are utilizing multiple approaches, including alliances and acquisitions, and exploring talent models to mitigate risk.

***Download a complimentary 14-page abstract of the report findings here.*** (Registration required.)

Outsourcing Deals Jump 11% in USA Thanks to Growing Economy | In the News

June 21, 2018

Outsourcing deals in the United States grew 11% in the first fiscal quarter of 2018, with cloud, automation, and analytics accounting for 65% of outsourcing activity.

There were 115 deals in 1Q18, compared to 103 recorded in 4Q17, according to market analyst firm Everest Group.

The increase in outsourcing transactions was largely due to improved business sentiment in the US as well as the growing demand for service providers in healthcare and manufacturing sectors.

For the first time, the number of new global innovation centers (GIC) supporting digital skills surpassed centers supporting only traditional services, according to Everest.

“New GIC setups, which reached an all-time high in Q4 2017, declined slightly, but GIC expansions are at a seven-year high,” said H. Karthik, Partner at Everest Group.

Improved Business Sentiment Drives 11% Jump in US Outsourcing Deals in Q1, According to Everest Group Findings | Press Release

May 31, 2018

Cloud, automation and analytics lead in digital-focused outsourcing deals, which dominate outsourcing activity with a 65 percent share.

North America witnessed a significant increase in outsourcing transaction activity in Q1 2018 as compared to 4Q 2017, with 115 deals recorded as compared to 103, respectively, according to Everest Group. This increase can be attributed to an improved business sentiment in the U.S. as well as an increase in outsourcing demand across healthcare and manufacturing verticals.

For the first time, the number of new centers supporting digital skills surpassed new centers supporting only traditional services. Among global services transactions overall, digital services continued to dominate the outsourcing activity in Q1, similar to the previous quarter. The share of digital-focused transactions increased from 61 percent in Q4 2017 to 65 percent in Q1 2018 vis-à-vis the pure traditional services, which showed a decline in adoption over the past quarter.

Among all outsourcing transactions, 50 percent included cloud, 21 percent included automation, 14 percent included analytics, 13 percent included mobility, 7 percent included cyber-security and 30 percent included some other form of digital service, such as social media, Internet of Things (IoT) or blockchain.

Other key global services market trends noted for the quarter include the following:

Global in-house center (GIC) expansions are at a seven-year high, as mature GICs added next-generation technologies (especially big data analytics, cloud and IoT capabilities) in their service delivery.
The industry saw a secular increase in the number of new centers supporting R&D/engineering services, driven by the need for innovation and customer-centricity.
Service providers are actively looking for partnerships with startups (as opposed to acquisitions) to leverage them for niche capabilities.

These findings and more are discussed in Everest Group’s recently released report, released Market Vista™: Q2 2018. The report discusses outsourcing transaction trends, GIC-related developments, global offshoring dynamics, location risks and opportunities, and key service provider developments.

“Outsourcing activity remained steady in Q1 as compared to the previous quarter, with a growth in information technology outsourcing as well as increases in several verticals, including retail and consumer product goods, technology and communication, and healthcare,” said H. Karthik, partner at Everest Group. “New GIC setups, which reached an all-time high in Q4 2017, declined slightly, but GIC expansions are at a seven-year high. All-in-all, Q1 was a good quarter for service providers—both global as well as offshore-heritage service providers—with most reporting sequential growth in revenue and an increase in operating margins.”

Complimentary Webinar Offers Q1 Review Plus Bonus Topic—“War for Talent: Impact on Talent Acquisition Strategies”

Everest Group hosted a webinar on May 22—Webinar Deck: Q2 2018 Market Vista™ Update and Implications on Talent Acquisition with Intensifying War on Talent—in which the findings of the “Market Vista: Q2 2018” report were reviewed. During this 45-minute webinar, Everest Group experts discussed the most impactful events in the global services industry thus far in 2018 and looked ahead to how these events likely will shape the rest of the year.

The webinar also addressed talent acquisition strategies, including the factors impacting talent models and the resulting implications and imperatives for employers. The impact of automation on transactional jobs and the redesign of the employee value proposition to reach a predominantly millennial workforce are two of the key topics covered in the discussion.

*** Watch the Webinar Replay *** (The webinar slide deck also is available for complimentary download with registration.)

Global Services Providers in the ‘Right Segments’ Will See Double-Digit Surge in 2018, But Others Will See Revenue Tide Recede—Everest Group | Press Release

April 26, 2018

Everest Group predicts enterprises will express preference for GICs and make significant shifts in their locations strategies in the year ahead.

Although 2018 will see a modest increase in demand for global services overall, some leading service providers in select segments will experience a double-digit surge in revenues this year, according to Everest Group. Labor-arbitrage focused service providers will continue to create a drag on the market; however, digital-focused service providers will more than offset that, especially in key segments such as engineering services, business process outsourcing (BPO), and consulting and systems integration.

“Throughout 2017, outsourcing transaction activity was driven by an increased adoption of digital services, and this trend will continue in 2018 as more enterprises move beyond exploration and pilot projects to large-scale digital implementations,” said Salil Dani, vice president, Global Sourcing, at Everest Group. “The industry is ready to act: enterprises have undertaken copious research and testing, service providers have invested in acquiring the digital capabilities needed, and the market is being lifted by availability of funding, cheap capital, tax cuts in the United States, and low interest rates.”

Global In-house Center (GIC) setup activity was at an all-time high in 2017, and Everest Group predicts that the Do-It-Yourself, in-house model will become even more popular in 2018, with small and mid-sized enterprises driving Global In-house Center (GIC) setup activity.

Moreover, large enterprise outsourcing adopters will begin to undertake significant, long-term shifts in their location strategies, including the following:

Large-scale consolidation of services, as technology takes away huge sections of demand through straight-through processing (STP), self-service and automation
Rebalancing of work across locations
High-degree of co-location as growing technology and digital adoption blurs the boundaries between IT, non-voice business processes and voice processes
Creation of niche onshore and offshore centers of excellence to handle complex, exceptions-based work
Increased focus on onshore delivery due to regulatory changes and the need for agile, co-located innovation teams
Gradual shift of offshore centers from delivery of transactional to complex work through upskilling and cross-skilling talent bases.

These findings and more are discussed in Everest Group’s recently published report, “Market Vista™: 2017 Year in Review and Outlook for 2018.” This annual report covers the key forces and metrics defining the global sourcing market, including trends in outsourcing, digital adoption, and Global In-house Centers (GICs), as well as insights into location activity in offshore and nearshore geographies. The report also reviews 25 leading service providers on their annual performance, capability enhancements, merger and acquisition landscape, and other key events.

***Download a complimentary abstract of “Market Vista™: 2017 Year in Review and Outlook for 2018”.***

Global Offshoring and Outsourcing Market—What’s Hot, What’s Not: Everest Group Highlights 2017 Trends, 2018 Predictions in Feb. 15 Webinar | Press Release

February 14, 2018

Adoption of digital services is crossing the line from pilots to large-scale programs; will require knowing how to build portfolios of the future, according to Everest Group

Everest Group’s predictions that 2017 would see continued market slowdown and technology-led disruption in sourcing were right on the money. Growth of outsourcing services slowed in 2017 and, for the first time ever, digital-focused outsourcing deals surpassed traditional transactions in Q4 2017.

Other key market trends witnessed in 2017 include:

New Global In-house Center (GIC) setups recorded an all-time high activity due to increased preference for insourcing next-generation services.
Location activity was led by Asia Pacific and Central and Eastern Europe. Q4 2017 recorded an all-time high activity in Middle East and Africa driven by setups in Israel.
Leading service providers made several investments (e.g., expanding onshore presence, exploring opportunities for inorganic growth, and upskilling/reskilling talent) to remain competitive in the market.

So, what does 2018 hold for the sourcing industry?

On Thursday, February 15, at 9 a.m. CST, Everest Group experts, including CEO Peter Bendor-Samuel, Salil Dani, H. Karthik, Michel Janssen, and Eric Simonson, will host a complimentary webinar to review 2017’s industry shifts and share their predictions for 2018.

***Register Here for Complimentary Webinar***

The webinar—“Q1 2018 Market Vista™ Briefing: 2017 in Review & 2018 Predictions”—will cover the key forces and metrics defining the market, including trends in outsourcing, digital adoption, and the Global In-house Center (GIC) market, as well as insights into location activity in offshore and nearshore geographies.

Research analysts will also provide findings from the Market Vista™ quarterly report series. The most recent report, Market Vista: Select Findings Q1 2018, was released yesterday and covers key developments in Q4 2017, such as:

Transaction activity increased in Q4 2017, with 365 deals compared to 350 in Q3 2017.
GIC market activity increased in Q4 2017 for offshore and nearshore locations, with 46 new setups, four expansions and no divestitures.
Location activity in Q4 2017 was higher compared to the previous quarter, driven by significant growth in Nearshore Europe; activity in tier-1 locations was marginally higher than tier-2 cities.
Most service providers reported sequential growth in revenue.
The share of digital-focused global sourcing transactions increased from 47 percent in Q3 to 61 percent in Q4 of 2017, eclipsing transactions for pure traditional services. Half of all GIC setups during this period were digital focused, with analytics and automation being the primary areas of investment. Service providers focused on digital services in 79 percent of alliances, mergers and acquisitions during Q4, with an emphasis on cloud, automation and analytics.

“As reflect throughout 2017, outsourcing transaction activity in Q4 was driven by an increased adoption of digital services, and we are certain the trend will continue in 2018 as more enterprises move beyond pilot projects to large digital programs,” said Michel Janssen, chief research guru at Everest Group. “This continuing trend will have implications for all stakeholders – and will only be buoyed by positive economic factors and other geopolitical dynamics at play.”

***Download a complimentary abstract of “Market Vista: Select Findings Q1 2018” here.***

About Market Vista™

Market Vista —a subscription-based service of Everest Group—provides the research, analysis and insights that enable Global Sourcing professionals to navigate the complexity of today’s sourcing market and make informed and impactful decisions. Market Vista research includes developments related to service providers, locations, processes and sourcing models, as well as a comprehensive outlook of the fast-evolving global offshoring and outsourcing market.

Announcing our inaugural conference: Everest Group Engage, The Pragmatic Edge: Designing Your Future. Learn more.

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