CXG Recognised for Service Excellence

Nov 1, 2025

Sustained excellence is never accidental

It is built through intentional partnerships, disciplined execution, empowered people, and an unwavering commitment to customer experience.

At the annual BPESA GBS and BPO Conference and Alchemy Awards, Digital Solutions Group (DSG) and its CX delivery arm, Customer Experience Group (CXG), have been recognised over three consecutive years as one of South Africa’s leading service providers:

🏆 Top Service Provider – Winner (2023)
🏆 Top Service Provider – Winner (2024)
⭐ Top Service Provider – Finalist (2025)

This recognition reflects not a single project or moment, but a mature, scalable CX operating model delivered in close partnership with MultiChoice Canal+ the second largest PayTV operator outside of China and the US.

A Partnership Built on Outcomes

The MultiChoice Canal+ partnership exemplifies CXG’s belief that great CX is co-created and always in Partnership!

Through DSG, CXG delivers a fully integrated service stack including:

Inbound and outbound customer care
Network Operations Centre (NOC) support
Lead generation and sales activations
Digital and Live Chat engagement
Dedicated support for DStv Digital Care, DStv Internet and LTE services

Rather than operating in silos, CXG embedded itself into MultiChoice Canal+ operational ecosystem, aligning people, processes, technology, and reporting to shared outcomes: faster resolution, higher engagement, improved conversion, and consistent customer trust. The result has been measurable, sustained performance improvements that stood out to judges and industry peers alike.

Why CXG Continues to Stand Out

1. Performance That Is Measurable and Repeatable

Fast, efficient, responsive and engaging CXG’s delivery model is anchored in hard metrics, not anecdotes.

Over six years, DSG has achieved a 22% compound annual growth rate (CAGR), driven by consistent service delivery and long-term client value creation. The MultiChoice programme demonstrates CXG’s ability to operate at scale while maintaining quality, agility and accountability.

This consistency is precisely why CXG moved from winner to repeat winner, and then to finalist recognition that reflects durability, not novelty.

2. People First CX as a Strategic Advantage

CXG’s success begins with its people.

More than 180 CXG employees have undergone specialised training to support DStv Digital Care, while dedicated teams underpin DStv Internet and LTE services.

CXG believes that employee experience directly shapes customer experience and invests accordingly in training, leadership, and progression.

As CEO Brandon Meszaros explains:

“We’ve always believed in doing something great. This recognition reaffirms our commitment to exceptional support services and the people who deliver them every day.”

3. Technology Enabled, Human Led CX

CXG’s model blends technology enabled delivery with human centred engagement.

Rather than chasing automation for its own sake, CXG focuses on:

Intelligent routing and channel optimisation
Real-time performance visibility
Seamless escalation between digital and assisted channels
Personalised, context-aware customer interactions

This approach ensures CX remains fast and efficient, without sacrificing empathy, accountability or trust a balance increasingly valued by clients and award panels alike.

4. Purpose, Inclusion and Industry Impact

For CXG and DSG, success is defined not only by commercial outcomes, but by broader impact.

The BPESA awards recognise providers who contribute meaningfully to:

Job creation
Skills development
Economic inclusion
Long-term sustainability of South Africa’s GBS sector

As Meszaros notes:

“The GBS sector represents what can be achieved when passion, innovation and inclusivity converge. It’s not just about excellence in service, but about recognising people and delivering value on multiple levels.”