Cape Town – South Africa’s business process outsourcing (BPO) sector, recognised globally for its exceptional customer experience delivery, is encouraged to participate in Customer Contact Week (CCW) Europe Summit, set for 6–8 October 2025 in Amsterdam. As one of the few international-level events that combine the latest in CX, AI, automation and workforce innovation, this summit offers South African providers a unique opportunity to amplify their competitive edge and attract global clients.
BPO in SA: Strong Growth and Global Reputation
Reports from Grand View Research confirm that South Africa’s BPO market reached USD 1.85 billion in 2023, with a projected 10.1 % CAGR to 2030. Another source forecasts expansion at over 10.45 % CAGR between 2025 and 2030. Supportive government policies, a large, multilingual workforce, and time-zone compatibility with Europe remain key drivers.
South Africa’s CX capability outperforms Indian and Philippine equivalents by 18 % in satisfaction ratings, helping to retain and grow international business (). With over 270 000 South Africans employed in BPO roles, forecasts suggest this may grow to 775 000 by 2030 . These strengths position the sector as a front-runner in delivering premium CX services.
Why It Matters
The CCW Europe Summit in Amsterdam is the flagship European edition of the global CX conference series . It gathers 450+ CX leaders, offers 27 hours of expert learning, 10 hours of networking, interactive workshops, and a strategic hackathon/disrupt‑a‑thon .
Key session themes include:
- AI & Automation: Conversational AI, agentic systems, BPaaS
- Customer Experience: Journey orchestration, personalisation, loyalty
- Operational Excellence: Workforce management, cost efficiency, quality assurance
- Change & Transformation: Global deployments, governance strategies
- Innovation & Engagement: Employee experience, culture, leadership
Hosted by Maryam Moshiri (BBC) and featuring speakers like Alan French (Thomas Cook), senior CX leaders from Google, L’Oréal and Accor, CCW offers state‑of‑the‑art insight and real‑world case studies.
Mike Butler, CEO of Humaine and returning attendee, highlights the event’s strategic value. “CCW Europe provided deeply insightful perspectives into AI-driven CX and operational excellence. It directly supported Humaine’s work in attracting international clients, by linking us with prospective partners and embedding us in a global ecosystem of vendors and buyers,” he says.
Key benefits for South African businesses:
- Strengthen global competitiveness
With accelerating adoption of AI, automation and BPaaS, CCW offers cutting‑edge strategies essential to safeguarding South Africa’s CX advantage. - Expand international networks
Direct access to European buyers, technology vendors and peer BPOs enhances visibility and drives inbound client opportunities. - Benchmark for excellence
South Africa’s current 18 % quality lead needs defence; CCW’s peer‑review, demo sessions and disruption forums provide robust benchmarking. - Advance workforce agility
South Africa’s remote work resilience is well known—in-depth sessions on hybrid workforce models and culture help institutionalise this agility .
Supporting Market Data
- 2023 revenue: USD 1.85 billion
- Forecast 2025–2030 CAGR: >10 % ()
- CX satisfaction lead: +18 % vs India/Philippines
- Employment scale: 270 000 (current), projected 775 000 by 2030
Government-led programmes such as the Monyetla Work Readiness Programme back skills development and remote-work structures. Support from BPESA and incentives via the Department of Trade & Industry further underwrite industry expansion.
Event & Registration Details
- Event: Customer Contact Week Europe Summit 2025
- Dates: 6–8 October 2025
- Venue: Passenger Terminal Amsterdam, Mövenpick Hotel
- Registration details: europe.customercontactweekdigital.com/events-ccweurope
For South African BPO leaders aiming to enhance capabilities, innovation capacity, and CX excellence, attendance at CCW Europe 2025 is a strategic imperative. The event’s agenda aligns squarely with the evolution of South Africa’s BPO sector—combining AI, digital transformation, operational resilience, and global connectivity. Participation will help fast‑track transformation, unlock international partnerships, and reinforce South Africa’s position as a premium global CX provider.
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