The global delivery model that powered the service provider industry's growth is being reimagined in the AI era. As artificial intelligence reshapes what work can be automated, augmented, or transformed, service providers are rethinking their approach to global orchestration.
When asked about orchestrating global service delivery, Ankur Saxena's response reveals modern complexity: "We're already witnessing an influx of new players entering the market with unique value propositions and products tailored to specific use cases. These new entrants aren't just bringing new technologies, they're introducing completely different business models for engaging with clients." He emphasises flexibility: "For established service providers like us, this means staying vigilant about how we leverage AI within our own operations while developing sustainable growth models."
This isn't traditional "follow the sun" delivery. It's sophisticated orchestration of human expertise, AI capabilities, and client requirements that transcends geographic arbitrage.
The implications affect every aspect:
Location strategy evolution. Traditional models focused on cost and scale in specific locations. AI-first delivery requires nuanced approaches. Some work once needing large offshore teams can be automated entirely. Other work requires closer client proximity as providers become partners.
Hybrid delivery models. The binary onshore/offshore choice gives way to fluid, hybrid models. AI handles routine tasks regardless of geography, while human experts focus on high-value activities requiring judgment and client interaction.
Skills distribution. Traditional pyramids with large junior resources supporting fewer experts are flattening. AI assumes junior tasks, creating demand for experienced professionals working alongside AI.
Real-time collaboration. AI enables new global collaboration forms. Instead of time zone handoffs, teams work asynchronously with AI maintaining context. Knowledge from one geography becomes immediately available everywhere.
Regulatory complexity. Operating across jurisdictions brings challenges AI both complicates and helps solve. AI must respect regional data privacy while allowing global delivery.
The implications affect every aspect:
Location strategy evolution. Traditional models focused on cost and scale in specific locations. AI-first delivery requires nuanced approaches. Some work once needing large offshore teams can be automated entirely. Other work requires closer client proximity as providers become partners.
Hybrid delivery models. The binary onshore/offshore choice gives way to fluid, hybrid models. AI handles routine tasks regardless of geography, while human experts focus on high-value activities requiring judgment and client interaction.
Skills distribution. Traditional pyramids with large junior resources supporting fewer experts are flattening. AI assumes junior tasks, creating demand for experienced professionals working alongside AI.
Real-time collaboration. AI enables new global collaboration forms. Instead of time zone handoffs, teams work asynchronously with AI maintaining context. Knowledge from one geography becomes immediately available everywhere.
Regulatory complexity. Operating across jurisdictions brings challenges AI both complicates and helps solve. AI must respect regional data privacy while allowing global delivery.
When it comes to adopting AI globally, the complexity only intensifies. Implementation is held back by a range of barriers including inconsistencies with data and process variance. These are problems that tech alone can't solve. Orchestration solutions like Enate provide the cohesive glue that makes digital transformation possible.
Randima Krishnaratne from A.P. Moller - Maersk provides insight into logistics transformation: "AI is transforming relationships across multiple dimensions within the logistics industry. In warehousing operations, we've seen improvements where previously time-consuming processes can now be completed faster. For example, inventory counts that once took 3-4 weeks can now be completed in half a day using drones and robotics."
She continues: "Beyond physical operations, we've implemented AI-powered chatbots that provide our enterprise clients with 24/7 access to information across multiple time zones. This is particularly valuable in logistics, which operates globally without pause. While we maintain the essential human element through face-to-face relationships, these tools enable our clients to access critical information from anywhere at any time."
Mukta Agarwal from Cognizant describes cultural and regulatory complexity: "When I talk about hyper-personalisation, I mean implementing AI in smaller, focused pieces rather than trying to boil the ocean. We target specific areas where we can deliver exactly what the client wants. For example, if a client wants to increase learning adoption, we look at how AI can help with that."
She emphasises cultural adaptation: "What they want is to start small, take a baby step, see how it works, and then move forward. We've seen plenty of receptiveness -- they're very welcoming in terms of adopting these technologies from us and exploring possibilities. But they're very cautious at the same time, particularly in banking and financial services, which is traditionally a very cautious sector."
Organisations successfully navigating this share characteristics:
Platform-based orchestration.
Rather than managing through traditional hierarchies, they use platforms orchestrating work across locations, time zones, and worker types.
Flexible resourcing models.
They've moved beyond fixed pyramids to models scaling based on demand, with AI providing surge capacity and baseline automation.
Continuous capability development.
With AI handling routine work, they invest in upskilling global teams for higher-value activities.
Client-centric organisation.
Instead of organising by geography or function, they structure around client outcomes, with global resources orchestrated for specific value.
The transformation extends beyond operations to questions of value creation and competitive advantage. Traditional offshore locations risk commoditisation if offering only cost advantages AI can match. New opportunities emerge for locations providing specialised expertise, innovation capabilities, or regulatory advantages.
The future of global delivery isn't choosing between humans and AI, or onshore and offshore. It's orchestrating all available resources to deliver optimal outcomes. Service providers mastering this orchestration will thrive. Those clinging to traditional geographic arbitrage models will find themselves increasingly outmanoeuvred by agile competitors.
This global transformation occurs within compressed timeframes that allow no delay.
About Enate
Enate is the leading SaaS solution for business services. Enate orchestrates work from start to finish, giving clients the visibility and control needed to deliver better services. From email management and data analysis to intelligent document processing, Enate also offers a host of touch-button AI features designed to slash the time spent on manual work. Trusted by global service teams, Enate ensures smooth, consistent operations that help clients perform at their best.