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CX Diaries - with Keith Gait  

CX Diaries - with Keith Gait

Author: Keith Gait

CX Diaries with Keith Gait is my podcast where I talk to the people at the sharp end of CX and Contact Centres. The Movers and the shakers, the innovators, the disruptors, and the people delivering in the real world who share their personal stories of their journey through our industry 
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Language: en-gb

Genres: Business, Marketing

Contact email: Get it

Feed URL: Get it

iTunes ID: Get it


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Why Outsource to Africa? Spoiler: It's About More Than Money!
Episode 7
Wednesday, 5 March, 2025

In this engaging podcast episode, we dive into the dynamic world of customer experience (CX) outsourcing with Martin Roe, the CEO of CCI Global. With three decades of experience, Martin shares his perspectives on why Africa stands out as a premier destination for CX services, highlighting the vital role of emotional intelligence and cultural nuances in customer interactions. As traditional models of outsourcing evolve, Africa's unique attributes - particularly its pool of emotionally intelligent, educated professionals - position it as a strong competitor in the global market.We explore the significance of impact sourcing and its positive implications for communities across the continent. Martin discusses Careerbox, an initiative aimed at training and empowering underprivileged individuals, leading to high-performance outcomes that benefit both employees and the companies that employ them. He also predicts the rise of East Africa as an emerging hub for outsourcing, pointing to the wealth of talent and resilience in countries like Kenya.As we navigate through industry trends, we highlight how businesses are increasingly turning to Africa for outsourcing needs that require complex emotional engagement, especially as automation takes over simple transactional roles. This shift reflects a growing commitment among brands to foster genuine customer relationships, making this episode a must-listen for anyone interested in the future of customer experience offshore. Be sure to check out the YouTube page for the Video version https://www.youtube.com/@CustomerExperienceFoundation24

 

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