Chris Chance - CCI Global - Africa Rising For CX

Chris Chance is the Senior Vice President for East Africa at CCI Global. He is based between Kenya, Rwanda, and Ethiopia. CCI Global is headquartered in the UAR, but has extensive operations across Africa - they aim to be the largest and most respected BPO in Africa through a combination of offering innovative services with a focus on impact sourcing and community uplift.

In this conversation with Mark Hillary from his base in Ethiopia, Chris talks about the creation of the Outsourcing Alliance of Kenya (OAK) - what does it mean for the region that we are seeing stronger organization around promotion for CX and BPO?

Beyond the new alliance, Chris talked about the increased development of services from Africa - with a new wave of countries even coming up close behind the ones he is working in.

https://www.linkedin.com/in/chrischance/

https://cciglobal.com/

Reports mentioned in the podcast:

https://www.linkedin.com/posts/david-rumble-4a4a09b_elevateafrica-gbs-globalbusinessservices-activity-7435711466642608128-owOl/

https://www.linkedin.com/posts/ethiopian-investment-holdings_elevateafrica2026-ethiopianinvestmentholdings-activity-7434521009770323969-LPhl/

https://www.storydoc.com/11ba14bd4fd414f857a280044f096bcc/800e1f-ee50-f41c-6572-bbe14876d62/691346c299a86062dbbd6c6c

https://genesisgbs.com/2026-abridged-east-central-africa-gbs-benchmarking-market-report-download/

Summary:

Mark Hillary and Peter Ryan discuss the emergence of Kenya and other African countries as significant players in the CX and BPO sectors. Chris Chance from CCI Global highlights the Outsourcing Alliance of Kenya (OAK), which aims to unify the industry and align with Kenya's 2030 vision. Kenya's BPO sector has grown 10% annually, generating $700 million in revenue and creating 40,000 jobs. Chance emphasizes the importance of leveraging local skills, such as Kenya's expertise in mobile money, and the shift towards value-led delivery models. The conversation also touches on the broader African market, including emerging and nascent markets, and the need for organized, accessible information about these opportunities.

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(438)

Jeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot

In this episode of the CX Files, Mark Hillary and Peter Ryan look at the changing European nearshore landscape before Peter talks to Jeton Aliu, Founder and CEO of Olymp BPO in Pristina, Kosovo. Jeton...

17 Syys 16min

Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO

In this episode of CX Files, Mark Hillary talks to Matt Fry, SVP for AI, CX and Digital Transformation at eClerx and publisher of The CX Marketplace, about why culture cannot simply be outsourced. Ins...

10 Syys 22min

Andrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either

Peter Ryan talks to Andrew Kokes, Chief Marketing Advisor at Pivot AI Global, about how AI is fundamentally changing B2B marketing and sales. As buyers increasingly use ChatGPT, Gemini, Claude and oth...

3 Syys 43min

CX Files Is On A Summer Vacation

CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter

3 Elo 1min

Simma Kularatna - Interact - LinkedIn Has Lost the Plot - Can the CX Community Fix It?

LinkedIn Has Lost the Plot — Can the CX Community Fix It? LinkedIn was once the essential networking platform for business professionals, but today it can feel overwhelmed by sponsored posts, algorith...

30 Heinä 33min

Jim Farnsworth - HiOctayne - Restoring Investor Confidence In BPO

Jim Farnsworth is Founder and CEO of HiOctayne. He is based in Denver, Colorado. Jim has a long history as a senior leader within and advisor to multiple BPOs and CX experts. He is therefore well plac...

23 Heinä 27min

BONUS: Mark Hillary - If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales

If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales In this special bonus episode of CX Files, Peter Ryan turns the microphone on his co-host Mark Hillary to discuss Mark's latest boo...

22 Heinä 8min

Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of

Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long history working inside CX and BPO companies ...

16 Heinä 44min