25 Years of Integrated & Superior CX with Nando's

Overview

Nando's is one of South Africa's most iconic global brands — bold, proudly African, and uncompromising when it comes to customer experience. With more than 1,100 restaurants across 30 countries, Nando's requires a customer care partner that can protect its brand personality while delivering consistent, measurable CX outcomes at scale.

For over two decades, CXG (part of Digital Solutions Group) has operated as an extension of the Nando's brand, managing non-restaurant customer interactions across South Africa and the broader IMEA region. This partnership has evolved far beyond traditional contact centre outsourcing — becoming a strategic CX enablement relationship built on trust, innovation, and results.

The CX Challenge

As Nando's footprint in South Africa expanded across IMEA, customer interactions are now managed via multiple touchpoints (voice, digital, social, app, in-store feedback) with:

• High service-recovery risk across hundreds of restaurants
• High cost-to-serve and service recovery costs
• Inconsistent visibility of customer insights across regions
• Increasing expectations for fast, digital-first engagement

Nando's needed a partner who could provide a centralised and single Customer View, reduce friction, and give leadership real-time insight into what customers were saying — without diluting the brand's unique voice.

Performance That Speaks for Itself

CXG delivers consistently elite CX performance for Nando's, outperforming global contact-centre benchmarks across every critical metric — from answer rates and service levels to resolution quality. These results reflect disciplined operations, strong governance, and mature delivery, not short-term campaign spikes. The outcome is a reliable, always-on customer experience that protects the Nando's brand at scale.

People, Culture & Sustainability

CXG's success is built on a people-first, performance-driven culture supported by structured learning, leadership development, and behaviour-based performance management. CXG sustains a scalable learn-and-earn talent pipeline that reduces risk while creating real social impact. This foundation enables long-term stability, adaptability, and consistent CX delivery — even as demand and complexity increase.

AI-Enhanced CX

CXG's UCaaS platform provides:

• Transcription support in 11 South African Languages and 24 European Languages
• AI-managed Auto QA for consistent quality at scale
• Agent AI-managed voice and text channel support

5 Key Reasons Nando's Chooses CXG

1. CXG Operates as a Brand Custodian

CXG is trusted with all customer interactions, acting as a true extension of the Nando's brand — protecting tone, values, and reputation at every touchpoint.

2. Proven Omni-Channel Excellence at Scale

From voice to social to digital feedback, CXG delivers seamless, integrated customer journeys across IMEA with measurable performance and governance, underpinned with AI.

3. Data-Led CX That Drives Real Decisions

Power BI dashboards, executive reporting, and Talk-To-Nando's insights give Nando's leadership actionable intelligence — not static reports.

4. Innovation That Reduces Cost and Risk

FCR-driven design materially reduces cost-to-serve, service recovery costs, and brand and operational risk — whilst improving customer satisfaction.

5. Long-Term Trust, Stability & Impact

With a relationship spanning 25 years, CXG brings operational continuity, regulatory confidence, scalable talent pipelines, and measurable social and economic impact — CX built for the long term that drives consistent change.