NEXT-GEN LOCATIONS

MAPPING THE FUTURE OF GLOBAL BUSINESS SERVICES IN NORTH AMERICA

While Latin America has long been in the spotlight, this latest edition of the Next-Gen Locations series shifts the focus to the evolving landscapes of the United States and Canada—markets rapidly gaining attention as strategic hubs for global business services.

With geopolitical shifts fuelling interest in reshoring and a growing reliance on AI, automation, and data analytics, companies are rethinking traditional location strategies. The result? A new wave of innovation driven, talent-rich destinations built for resilience and long-term value creation.

This report uncovers the rise of these Next-Gen locations—cities and regions across North America that offer the ecosystems, expertise, and agility to support the future of GBS and SSC operations.

Explore early signals, expert insights, and the data driven methodology behind this shift—and be part of the journey shaping the future of the global GBS/SSC landscape.

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North America's Future GBS/SSC Destinations report and watch the expert-led Webinar on trends and opportunities in the sector across North America.

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KEY FINDINGS AT A GLANCE

Footprint of Global Business Services Centers

In today's American SSC/GBS landscape, there is a strong concentration of activity in established hubs, with the U.S. accounting for 35% of respondents operating captive centers in these regions (SSON Report 2025).

However, the unstable political environment, particularly since Trump's second presidency, introduced significant changes such as tariffs on trade, forcing businesses to reconsider their location strategies and become more responsive to the changing landscape to mitigate risks.

The search for best-available talent continues to drive multi-location models, complemented by cost savings, greater flexibility (particularly when leveraging suppliers), and enhanced productivity –especially within a 'follow the sun' model.

KEY DRIVERS FOR LOCATION DECISIONS IN GBS/SSC

When determining the most suitable location for GBS/SSC, businesses should consider three main drivers to inform their decision:

Selecting optimal locations for GBS/SSC also includes strategic considerations to ensure a balanced, strategic and well-supported decision-making process, including:

Balancing Act

Recognizing the trade-offs between costs, operational efficiency, and risks in location decision-making.

Tailored Approaches

Highlighting the need for customized strategies based on specific business needs and market conditions.

Decision Support

Importance of thorough assessment and analysis to mitigate risks and maximize operational effectiveness.

EMERGING GBS/SSC LOCATIONS IN NORTH AMERICA

TIER-1

MATURE AND ESTABLISHED LOCATIONS

TIER-1 CITIES

Dallas, TX (U.S.)
Atlanta, GA (U.S.)
Toronto, ON (Can)

TIER-2

DEVELOPED LOCATIONS

TIER-2 CITIES

Austin, TX (U.S.)
San Antonio, TX (U.S.)
Charlotte, NC (U.S.)
Tampa, FL (U.S.)
Denver, CO (U.S.)
Calgary, AB (Can)
Ottawa, ON (Can)
Edmonton, AB (Can)

TIER-3

GROWING AND EMERGING LOCATIONS

TIER-3 CITIES

Oklahoma City, OK (U.S.)
Cleveland, OH (U.S.)
Kansas City, MO (U.S.)
Reno, NV (U.S.)
Des Moines, IA (U.S.)
Quebec City, QC (Can)

NEXT-GEN
LOCATIONS

NEXT-GEN LOCATIONS

#1 Indianapolis, IN (U.S.)
#2 Raleigh, NC (U.S.)
#3 Columbus, OH (U.S.)
#4 Cincinnati, OH (U.S.)
#5 Pittsburgh, PA (U.S.)
#6 Nashville, TN (U.S.)
#7 Salt Lake City, (U.S.)
#8 London, ON (Can)
#9 Waterloo, ON (Can)
#10 Halifax, NS (Can)
#11 Winnipeg, MA (Can)

NEXT-GEN LOCATIONS

MAPPING THE FUTURE OF GLOBAL BUSINESS SERVICES IN NORTH AMERICA

GET THE FULL REPORT & WEBINAR REPLAY

KEY FINDINGS AT A GLANCE

Footprint of Global Business Services Centers