Event report
Meet the CEO with TP Kenya
An inspiring exchange with TP Kenya on how AI, talent, and innovation are shaping the future of customer experience and job creation in Kenya.
We had the pleasure of organizing on Tuesday 10th of March a new edition of our “Meet the CEO” series, hosted by TP (Teleperformance) Kenya in Nairobi. The event brought together members of our business community for an insightful discussion on the future of customer experience, artificial intelligence, and the development of the outsourcing industry in Kenya.
During this session, we had the opportunity to hear from Sven de Cauter, Chief Operating Officer of TP for Kenya, Nigeria and Rwanda, who shared valuable insights into the company’s growth in Kenya and the broader transformation of the customer experience sector.
TP’s development in Kenya has been remarkable. The company started its operations in 2020 with just 60 employees and has since expanded to more than 2,000 employees, reflecting the strong potential of Kenya as a global hub for business process outsourcing (BPO). Looking ahead, the company aims to continue expanding its presence and creating new employment opportunities in the country.
A key theme of our discussion was the growing role of artificial intelligence in customer experience services. Rather than replacing human roles, AI is increasingly used to enhance productivity, support agents, and improve operational efficiency, enabling companies to deliver faster and more effective services to customers worldwide.
We also discussed the advantages that position Kenya as an attractive destination for global outsourcing, including its strong talent pool, high English proficiency, and service-oriented culture. TP’s operations in Nairobi and Mombasa demonstrate how local talent can successfully support international markets through multiple channels such as voice support, chat, email, and social media.
More broadly, the session highlighted the growing importance of the outsourcing industry in Kenya, which already represents tens of thousands of jobs and aims to reach up to 100,000 jobs by 2030.
The morning concluded with a guided tour of TP’s Nairobi facilities, giving our members the opportunity to see firsthand how the company combines innovation, technology, and talent to deliver high-quality customer experience services.
We would like to warmly thank TP Kenya, Sven de Cauter, Victo Botto and Alice Munga for hosting us and for sharing their vision for the future of the industry.
