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What does customer experience look like in Ghana — and across Africa?

In this *Greatest Hits* episode of CX Passport, Kojo Hayford takes us on a journey through customer experience transformation on the African continent. Kojo is the Founder and CEO of eSAL LLC, a firm leading the charge in Business Process Outsourcing and CX innovation in Ghana and beyond.

Originally aired as E181, this conversation resonated because of Kojo’s clarity, passion for talent development, and honest perspective on what it takes to build something meaningful and sustainable in a growing economy.

CHAPTERS 
00:00  Demographic dividend in Africa 
01:40  Why Kojo founded eSAL 
04:30  Customer experience in the Ghanaian context 
08:42  Opportunities for BPO in Africa 
13:55  Developing talent and future leaders 
18:50  Serving global brands from Africa 
21:40  First Class Lounge 
26:45  Leadership and authenticity 
30:10  Lessons from his father’s legacy

Episode resources: 
Connect with Kojo Hayford on LinkedIn: https://www.linkedin.com/in/kojo-hayford 
Learn more about eSAL: https://www.esal.llc

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I'm Rick Denton and I believe the best meals are served outside and require a passport.