# CXG Customer Experience Group — South Africa's Leading On-Demand CX Partner

> CXG (Customer Experience Group) is South Africa's leading on-demand customer experience partner. We combine 1,000+ CX specialists, QContact UCaaS, and six built-in AI capabilities (sentiment analysis, automatic QA, agentic AI, language translation, knowledge base builder, conversation analysis) to deliver world-class omnichannel customer experience for 100+ global consumer brands across QSR, MVNO, retail, entertainment, and ISP sectors. 27 years of CX delivery. 3 million+ interactions per month. Part of the Digital Solutions Group (DSG), headquartered in Johannesburg.

## About CXG

CXG exists to be "The Brand Behind the Brand" — the invisible, on-demand customer experience partner for South Africa's most iconic consumer brands and international enterprises entering the African market. Our four founding pillars:

- Customer Obsessed: we serve the customers of our clients above all else
- Experience Driven: continuous reinvention of customer journeys
- Growth Enabling: scalable, on-demand solutions with no procurement headaches
- Value Creating: measurable commercial outcomes, not just service metrics

CXG's value proposition is People + Technology + AI + Meaningful Insights, delivered through the QContact UCaaS platform (Microsoft Azure-powered) and managed by deeply trained South African CX specialists.

## Services

- [QSR & Casual Dining](https://www.cxg.co.za/services#qsr): Service recovery, loyalty, omnichannel engagement, root-cause insights for restaurant brands. Includes inbound upsell/cross-sell and complaint recovery at scale.
- [MVNO & Virtual Network Operators](https://www.cxg.co.za/services#mvno): SIM activations, billing, top-ups, device and technical troubleshooting, upgrade campaigns, MVNE design and enablement.
- [Retail & E-Commerce](https://www.cxg.co.za/services#retail): Product queries, device support, returns and refunds, VAS (value-added services), Paxi parcel logistics support, social media CX.
- [Entertainment & Streaming](https://www.cxg.co.za/services#entertainment): Decoder and streaming technical support, billing and subscription management, retention and win-back, omnichannel coverage.
- [ISP & Technical Support](https://www.cxg.co.za/services#isp): Tier 1 & 2 fibre and broadband technical support, outage management, installation and activation, churn reduction programmes.
- [QContact UCaaS / Unified Communications](https://www.cxg.co.za/services#ucaas): Proprietary UCaaS platform unifying voice, WhatsApp, email, chat, social into one interface. Six AI capabilities included as standard. 35 languages (including 11 SA languages). 10+ channels. 24/7 AI self-service. POPIA, GDPR, CCPA, PCI compliant.

## White Papers

- [Beyond the Headcount](https://www.cxg.co.za/insights#whitepapers): Why the future of CX outsourcing is intelligence, not just scale. AI-augmented, outcome-focused CX operations.
- [The South Africa Advantage](https://www.cxg.co.za/insights#whitepapers): Why global brands choose South Africa for CX delivery — talent, culture, cost, capability.
- [Complaint Intelligence](https://www.cxg.co.za/insights#whitepapers): Turning customer complaints into competitive advantage through systematic root-cause analysis.

## Key Numbers

- 27 years of CX excellence
- 100+ global clients served
- 1,000+ CX specialists
- 3M+ customer interactions per month
- 35 languages supported
- 100,000+ five-star customer ratings across major client brands

## Operational Sites

- Rosebank Quarters (Johannesburg) — flagship contact centre
- Ntemi Piliso (Johannesburg CBD) — high-capacity outbound/inbound centre
- Century City (Cape Town) — QContact UCaaS technology hub
- Mutual Park (Cape Town) — 6-Star Green Star SA rated, solar-powered BPO campus

## Technology: QContact UCaaS

QContact is CXG's proprietary unified communications platform, built on Microsoft Azure. It includes six AI capabilities as standard (no additional cost):

1. Sentiment Analysis — real-time emotional tone detection
2. Automatic QA — automated scoring of every call, email, and chat
3. Agentic AI — context-aware AI replies across channels, seamless agent handoff
4. Knowledge Base Builder — AI-generated knowledge from existing documents
5. Language Translation — 35 languages including 11 SA languages
6. Conversation Analysis — full-interaction analysis for coaching and optimisation

## Key Pages

- [Home](https://www.cxg.co.za/): Overview and positioning
- [About](https://www.cxg.co.za/about): CXG story and mission
- [Services](https://www.cxg.co.za/services): Six core service lines
- [Accreditation](https://www.cxg.co.za/accreditation): Industry certifications and standards
- [Partnerships](https://www.cxg.co.za/partnerships): Client partnerships and case studies
- [Insights](https://www.cxg.co.za/insights): White papers and market intelligence
- [Blog](https://www.cxg.co.za/blog): Commentary and thought leadership
- [Sites](https://www.cxg.co.za/sites): Operational locations
- [Contact](https://www.cxg.co.za/contact): Get in touch

## Contact

- Website: https://www.cxg.co.za
- Email: cx@cxg.co.za
- Phone: +27 11 759 7000
- Headquarters: 158 Jan Smuts Avenue, Rosebank, Johannesburg, South Africa
- LinkedIn: https://www.linkedin.com/company/cxg-customer-experience-group
- Parent: Digital Solutions Group (https://dsg.co.za)