For many years, the African continent has been overlooked as a viable market for Customer Experience Management (CXM) services. However, in recent years, Africa has emerged as a profitable destination for CXM service providers, owing to its rapid economic growth, technological advances, and increasing focus on providing better customer experiences. Enterprises with market presence in North America and Europe are actively partnering with CXM service providers in Africa to satisfy their distinct needs related to CX strategy support, talent management, and digital CX solutions.

In this report, we examine the African CXM market, explore the drivers of CXM delivery, and evaluate the evolution of Africa as a buyer geography. The report also assesses 16 leading CXM service providers in Africa, focusing on their capabilities, including delivery capabilities, impact sourcing mix, language coverage, and digital CX capabilities.

Scope:

• All industries
• Geography: Africa

Content:

In this research, we examine:

• The African CXM market
• CXM market’s growth drivers and delivery in Africa
• The competitive and impact sourcing landscape
• An overview of the CXM capabilities of 16 providers, including delivery capabilities, impact sourcing mix, language coverage, and digital CX capabilities

Membership(s)

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

Sourcing and Vendor Management