CapeBPO Announces Strategic Partnership With The Customer Experience Foundation

CapeBPO Announces Strategic Partnership With The Customer Experience Foundation. CapeBPO, the City of Cape Town and the Western Cape’s strategic business partner responsible for the growth and development of the BPO industry in Cape Town and the Western Cape, South Africa today announces a strategic partnership with CX and contact centre industry body, the Customer Experience Foundation (CXFO).

CXFO’s CEO, Keith Gait MBA CCXP, visited Cape Town last year to engage with local BPO providers, leading to a collaborative insights report published at the end of the year. The partnership has been formed to help CapeBPO’s aim to position South Africa as one of the leading CX BPO destinations in the world through access to CXFO’s innovative event and thought leadership programme that provides advice on regulatory and compliance matters, governance, and management.

Clayton Williams, CEO at CapeBPO said; “We are delighted to partner with CXFO, a leading authority on the CX and contact centre industry with unrivalled expertise and experience to offer our members and network. We will work together to collectively address industry challenges, share best practices, and advocate for the importance of customer experience in business. There is a lot CXFO, and their members and partners can share, and the collaboration will strengthen South Africa’s position as a preferred outsourced destination by sharing knowledge and adopting best practices.”

Keith Gait MBA, CCXP, CEO at CXFO said; “South Africa is a great outsource destination especially in light of the industry’s cost and IT challenges and we are delighted to partner with CapeBPO to help BPO’s and CX businesses to become even better, through adopting some of the great best practices we are seeing and the sharing of success. We will establish a joint steering committee with objectives for the partnership and to oversee its progress. The partnership will also develop a code of good practice for the EMEA CX BPO sector on significant matters such as regulatory and governance, employment, remuneration and ESG.”

South Africa has fast become one of the most favoured locations internationally for BPO companies, with the sector targeting 500,000 new jobs by 2030, based on industry estimates. The City of Cape Town’s BPO sector now employs more than 70,000 people.

By Thomas Chiothamisi
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