By Abdul Kasoma
Chief Executive Officer, Exquisite Solution (BPO & Digital Services, Uganda)
📍 UK–Africa Business, Trade & Investment Summit 2025
📅 12 September 2025 | The Royal Horseguards Hotel & One Whitehall Place, London
📍 2 Whitehall Court, London SW1A 2EJ
At the 15th UK–Africa Business, Trade & Investment Summit, Abdul Kasoma delivered a forward-looking message redefining Africa’s digital economy: call centres are not obsolete — they are evolving. In an era defined by artificial intelligence (AI) and automation, he positioned Uganda’s Business Process Outsourcing (BPO) sector as Africa’s next digital frontier — where technology enhances productivity, but humanity sustains trust.
“Technology may automate systems, but humanity keeps the world connected.” – Abdul Kasoma
Kasoma described Uganda’s BPO advantage as a fusion of human intelligence, digital innovation, and youth-driven adaptability. With one of Africa’s youngest, most educated populations, Uganda offers a global-ready workforce capable of combining AI precision with human empathy.
Uganda’s BPO ecosystem is expanding rapidly, with Exquisite Solution growing from 800 to 2,000 operational seats in one year. Multiple firms are scaling simultaneously, creating a national outsourcing network serving clients across insurance, fintech, and healthcare sectors.
Kasoma outlined Uganda’s competitive strengths:
“Just as renewable energy powers industry, digital outsourcing powers opportunity.”
Drawing parallels with renewable energy, Kasoma framed BPO as “Africa’s digital energy” — a sustainable growth engine for inclusive economic development and large-scale employment. He urged UK and European investors to collaborate with Ugandan BPO companies to design hybrid outsourcing models that combine AI efficiency with human empathy, positioning Africa not just as a cost destination but a quality-driven service hub.
“Africa is no longer waiting in line. Africa is now the preferred destination for outsourcing.”
Kasoma called for sustained investment in Uganda’s digital infrastructure and human capital, outlining key priorities:
In a joint discussion, Elizabeth Ntege, Group CEO of NFT Consult, reinforced Kasoma’s message — that Africa’s digital future is human-powered. She showcased NFT Consult’s expansion from a $1 million pilot to a $5.8 million operation creating over 1,300 digital jobs across East Africa.
“Our youth are not just job seekers; they are digital exporters.” – Elizabeth Ntege
Together, Kasoma and Ntege positioned ICT and BPO as twin accelerators of Africa’s digital inclusion and transformation.
Kasoma concluded by calling for a redefinition of Africa’s role in the global digital economy — as a creator, not a consumer, of technology-enabled services.
“Call centres are evolving into global service centres — where AI efficiency meets human reliability. Uganda, with its youthful talent, is ready to power this digital renaissance.”
Business Process Outsourcing (BPO) is Africa’s next growth catalyst — a new form of energy combining technology and human talent. With Uganda’s expanding infrastructure, skilled workforce, and supportive policy environment, the nation stands ready to become Africa’s leading hub for digital outsourcing and service exports.
