The global service delivery model is being fundamentally reshaped by AI, GCC growth, insourcing, provider consolidation and changing enterprise expectations. Drawing on ISG’s Market Lens studies and Star of Excellence program over the past year, this session provides candid feedback of performance in current sourcing relationships. Attendees will gain insight into where expansion opportunities exist, and at delivery behaviours that could put incumbency at risk. The findings will give providers a reality check on delivery approaches, pricing and positioning in order to grow in existing accounts and win new ones.