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.