Ideas, Insights &
Industry Intelligence.
Perspectives from CXG on customer experience, BPO innovation, technology, and South Africa's growing role in global service delivery.
All Articles
South Africa's BPO Boom Outpaces the Agentic AI Panic
BPESA reports 8,180 new international contact-centre jobs created in South Africa between April and June 2025, led by the Western Cape with 4,119.
QSR Service Scores Slide Again and Complaints Become the Signal
Chatmeter's 29 October report shows customer service and food quality at quick-serve restaurants continuing to decline as limited-service visits hit new lows.
Fraud Complaints to the Banking Ombud Have Nearly Doubled
The Citizen reports fraud complaints to the Ombudsman for Banking Services nearly doubled year on year as digital scams surge across South African retail banking.
One Year. One Team. A Quarter Million Reasons to Celebrate.
A year ago, CXG walked onto the floor with PEP and made a promise. 250,000 five-star ratings, 4 agents ranked in the global top 10, and a blue carpet celebration later - that promise has been kept.
Humanity at Scale: Why AI in Customer Experience Must Start With People
AI is rapidly transforming customer experience - but are we improving it or eroding the human connection that defines it? The concept of humanity at scale has never been more critical.
Building Customer Centred Service: Why True Alignment Is the Future of Customer Experience
83% of B2B buyers report dissatisfaction with at least one part of their customer journey. The root cause is almost always misalignment - between people, processes, and technology.
South Africa Has Emerged as a Global Leader in Business Process Outsourcing
South Africa's BPO sector is growing at 3.64% annually and is expected to exceed $2.2 billion by 2029 - offering hope for youth employment and global brands alike.
Understanding Every Customer, In Every Language
QContact now supports 30+ languages across 100+ countries - including all 11 official South African languages - covering more than 3 billion speakers worldwide.
Choosing an Accredited BPO Partner
New research shows 94% of organisations would be more likely to select an accredited BPO provider - and 75% don't trust traditional commission-based BPO sales models.
South Africa: The Rising Hub of Global BPO and Business Services
South Africa's BPO advantage lies in its ability to balance cost efficiency with quality outcomes - making it more than an outsourcing destination but a strategic business partner.
100,000 Five-Star Moments: What Real Retail CX Excellence Looks Like
Achieving 100,000 five-star ratings in partnership with PEP and PAXI - what happens when the right partner, the right culture, and the right technology come together at scale.
CXG Recognised for Service Excellence
Three consecutive years of recognition at the BPESA Alchemy Awards - Top Service Provider Winner in 2023 and 2024, Finalist in 2025 - in partnership with MultiChoice Canal+.
CXG Becomes GBPO Solutions Accredited Member
CXG joins the GBPO Solutions Accreditation Network - the world's first independent, dedicated BPO accreditation - reinforcing South Africa's trusted BPO value proposition.
TikTok Messaging Now Standard with Our UCaaS Platform
QContact becomes the first CCaaS platform offering TikTok messaging - letting businesses with large TikTok followings convert engagement into customer service and sales, seamlessly.
WhatsApp Calling Changes Everything
QContact now routes, records, and analyses WhatsApp voice calls inside your contact centre - combining the trust of WhatsApp with full operational control and visibility.
Driving Innovation at the Intersection of Media, Telecom, and Customer Experience
How CXG's partnership with MultiChoice and DStv built one of South Africa's most successful MVNOs - with 91% customer happiness, 9,000+ leads, and 10% of all MTN data traffic.
Powering Convenient, Affordable Parcel Delivery at Scale
How CXG manages 375,000+ customer interactions per month for PAXI - with 70% resolved via BOT and IVR - enabling South Africa's most accessible parcel delivery network.
Doing Business in Africa? Start With Data-Driven Customer Experience
Africa has 1.4 billion people, 70% under 30, and 500 million internet users. The businesses that succeed here won't be the ones with the biggest budgets - they'll be the ones with the best data.
CXG Honoured with Top Service Provider Award
CXG wins Top Service Provider at the BPESA GBS and BPO Conference and Alchemy Awards 2023, recognising its collaborative partnership with MultiChoice and 22% CAGR over six years.
Consistency, Culture, and Purpose
CXG named Finalist and Runner-Up in two categories at the BPESA Alchemy Awards 2025 - Top Support Service Provider and Top BPO Operator - a reflection of sustained, purposeful excellence.
Digital Behaviour-Based Insurance: MiWay Blink
MiWay and DSG partner to launch MiWay Blink - a first-of-its-kind, behaviour-based mobile insurance app that places South Africa at the forefront of global mobility innovation.
Want CX insights delivered to your inbox?
Talk to our team about what's shaping the future of customer experience.
Get in Touch