Why More CX Leaders Are Looking to Africa
How global talent and AI reshape customer service strategies
Customer experience leaders are under pressure to prove ROI, and many are turning to a blended model of AI and human agents. While Asia remains the dominant outsourcing hub, Africa is emerging as a compelling alternative. With English widely spoken across 23 countries, favorable time zones, and competitive costs, South Africa and other regions are attracting interest from retail, travel, healthcare, and insurance sectors. As Pranav Dalal of Office Beacon notes, Africa offers new offshore call centers that complement automation, helping companies deliver 24/7 support while diversifying their workforce.