In this episode, Miriam explores the dynamics of Kenya's BPO market, focusing on the risks posed by automation. She examines how automation impacts customer experience roles and discusses AI integration within Africa's BPO sector. The conversation shifts to the importance of upskilling to mitigate job vulnerability due to automation. Miriam highlights the challenges and opportunities for women and youth in the BPO industry and examines Ghana's growth trajectory in the sector. The episode also covers global BPO destinations and the significance of strategic partnerships. The discussion wraps up with concluding remarks and a subscription reminder for listeners seeking more insights.

(0:00) Kenya's BPO Market and Automation Risks

(1:05) Impact of Automation on Customer Experience Roles

(2:31) AI Integration in Africa's BPO Sector

(3:07) Upskilling to Combat Job Vulnerability from Automation

(4:03) Challenges and Opportunities for Women and Youth in BPO

(5:05) Ghana's Growth in the BPO Industry

(6:18) Global BPO Destinations and Strategic Partnerships

(7:34) Episode Conclusion and Subscription Reminder