Introduction

The New Era of Global Services is the result of reaching out to more than 70 international and Latin American leaders; of the research process undertaken during most of 2020; and, above all, of ourselves acting as observers of the world right now. It brings together our passion for the subject and our belief in the possibility of creating a better world through collaborative work among all players in the ecosystem.

In the coming years, Global Services will tend to grow in business-to-business, business-to-consumer, peer-to-peer, and in particular, peer-to-business relationships. Companies from all segments will create an increasingly intangible offer through fixed-cost or on-demand contract models, as well as comprehensive solutions (end-to-end) to maximize client experience. Deciding on locations will be a more flexible process that will include countries, cities, and also the cloud (virtual sourcing). Therefore, an increase in sourcing options (multisourcing) is expected. As a result, global labor arbitrage will create opportunities not only for secondary cities (Tiers II and III) but also for individuals with outstanding talents and appropriate telecommunication infrastructures. This will pave the way for companies without human resources or physical presence in a specific location to flourish.