BPO industry report says Africa is becoming global CXM hub

New data in a report by Everest Group and CCI highlights the continent’s untapped potential in the CXM sector. Primary factors to this industry growth is an average age of 25, with 420 million people aged 15 to 35, that forms the core of a dynamic workforce eager to engage in the global economy.

This demographic advantage, combined with investments in talent development and skill-building initiatives, is nurturing a highly skilled labour force ready to meet the demands of modern customer service.

African governments are also actively promoting a business-friendly environment, implementing policies that encourage foreign investment and infrastructure development.

Initiatives such as Kenya’s special economic zone for CXM businesses and Rwanda’s focus on becoming a technology and innovation hub are indicative of the continent’s commitment to becoming a global leader in the CXM space.