In the ever-evolving business landscape, robust Customer Experience (CX) operations have become imperative for enterprises to remain competitive amid economic uncertainties. The demand for Customer Experience Management (CXM) outsourcing is continuously rising, and Africa is increasingly becoming a hub for CXM outsourcing, attracting both enterprises and CXM service providers worldwide, particularly for English language support.

Various benefits drive this significant shift, including talent quality and availability, location and time zone advantages, cultural similarities, language proficiency, and cost dynamics. Despite concerns about safety, security, infrastructure, geopolitical instability, and economic volatility, African markets maintain an edge over their Asian counterparts in some areas, compete equally in others, and lag behind in a few.

In this report, we explore the African CXM market and carefully investigate the unique benefits and concerns each country has to offer. The analysis will allow enterprises to make more informed assessments of Africa’s position in the global outsourcing landscape and will benefit enterprises that are planning to enter or expand their CXM operations in Africa.

Scope

• All industries
• Geography: global, MEA, and Africa

Contents

• Enterprise outsourcing selection criteria for CX
• Key benefits of Africa as a CX delivery hub and its evolving enterprise perception
• Main risks associated with Africa as a CX delivery location
• Comparison of Africa as a CX delivery location with India and the Philippines
• Decoding the current African CX delivery landscape
• Key roadblocks for enterprises and technology investments

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management