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Press release: HGS announces the official launch of a new customer experience (CX) hub in South Africa,
HGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries.
Cape Town, South Africa – April 1, 2025 – HGS (listed on BSE & NSE), a leading provider of solutions in digital experience, applied AI business process management (BPM), and digital media services, HGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries. This expansion is a strategic move to address some of the most pressing business priorities in the UK: access to skilled talent, improved cost efficiency of up to 60%, and technology-enabled digital transformation.
Located in fast-growing Woodstock neighbourhood in Cape Town, HGS’s new facility features modern amenities and is conveniently close to airports, public transport, and accommodations making it ideal for client collaboration and future-facing delivery. It has been chosen to support HGS’s new and existing retail, financial service, healthcare, and utility clients.
South Africa continues to be recognised as a leading location for outsourced CX delivery tailored to UK markets; offering cultural alignment, neutral accents, and empathetic interactions that resonate with British consumers. South Africa, the second-largest economy in Africa, is known for a large, well-educated, digitally savvy, and English-speaking workforce, with four universities ranked among the top 500 globally.
“The launch signifies a new era for BPO’s in South Africa. Businesses are no longer looking for vendors but strategic partners who share risks, optimise outcomes, and drive mutual success,” says Carrie Ramskill, COO at HGS (UK and South Africa). “This shift marks the move from transactional outsourcing to integrated partnerships that align with long-term business goals.”
In addition, Ramskill believes impact sourcing is reshaping South Africa’s BPO industry, creating real, long-term careers for young people in high-unemployment areas.
“As impact sourcing becomes a key part of BPO employment strategies, it delivers measurable benefits for businesses, communities, and ESG commitments. With consumers prioritising social responsibility, companies investing in impact sourcing are not only changing lives but also strengthening their brands,” she said.
By aligning IT, marketing, and customer experience teams, HGS helps UK organisations address today’s biggest business challenges to competitiveness and growth — labour, productivity, and technology — across industries. Through a blend of high-quality talent with a full range of customizable and ready-made AI, automation, and analytics (triple-A) technologies HGS works to enhance every step of the consumer journey and increase customer lifetime value (CLV). This balance of technology and people empower HGS to do more with less, without compromising on experience. To learn more about HGS South Africa, visit: https://hgs.cx/locations/south-africa/
