Nando's Integrated Experiences

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 customer touch-points (voice, digital, social, app, in-store feedback)

• High service-recovery risk across hundreds of Restaurant

• Managing 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 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.

The CXG Solution

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

The third is the ability to blend CXG;'s UCaaS platform that provides transcription support in 11 South African Languages and 24 European Languages, AI managed Auto QA, Agent AI managed voice and text channel support.