The New Era of Global Services is the result of interviews with more than seventy international leaders. The results show that in the coming years, Global Services will tend to grow in business-to-business (B2B), business-to-consumer (B2C), peer-to-peer (P2P), an in particular peer-to-business (P2B) relationships. Deciding on locations will be a more flexible process that may include different countries, cities, and even the cloud (virtual sourcing). Therefore, an increase in delocalizing options (multi-sourcing) is expected. As a result, global labour arbitrage will create opportunities not only for secondary cities but also for cells and individuals with outstanding talents and appropriate telecommunication infrastructures. This, in turn, will foster the flourishing of companies with neither human resources of their own, nor a physical presence in a specific location.


Author Javier Peña Capobianco makes a compelling case that over the coming twenty years, the companies that thrive will be those which not only embrace technology, but also generate disruptive business models in an authentic digital transformation process. However, only those who place people and their environment at the centre of their business plans will achieve true success. This is an important book for anyone involved in Global Services, as well as business students, entrepreneurs, C-suite professionals, policy makers and business academicians.