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What CX Leaders Miss Until They See the Philippines Up Close

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For the past five years, I’ve worked closely with business leaders, CX professionals and vendor managers around the world, helping them scale their CX operations. After years of collaborating with our teams in the Philippines, I was eager to experience this firsthand.

From Seamless Collaboration to Seeing It Up Close

Thanks to SupportNinja’s culture of transparent communication and our robust remote infrastructure, working across time zones never felt like a limitation. And the results and client satisfaction spoke for themselves.

Still, I always wanted to experience it myself. To walk through our offices in Manila and meet the teams face-to-face, and to understand how the environment supports the impact we promise to deliver.

Last month, I finally had that opportunity during a client visit.

As a first-timer traveling to the Philippines, I wasn’t sure exactly what to expect. Stepping off the plane, I was immediately struck by the friendliness and efficiency that define Filipino culture and society. From the airport staff to the arrivals pick-up to the (surprisingly friendly) customs examiner, everything was well-organized and welcoming.

First Impressions in Manila: Warmth, Efficiency, and a Modern Metropolis

The Manila skyline was surprisingly impressive. The city felt vibrant, energetic, and unmistakably modern.

The humidity and heat are no joke! While the locals seemed unbothered, it definitely required some adjustment on my part. Then there is the infamous Manila traffic. Busy, yes. Chaotic? Sure. But growing up in Sri Lanka had prepared me for this reality.

The food was everything I’d hoped for: bold flavors, endless variety. You could spend days exploring and eating in Manila without running out of options. The population skewed noticeably young, adding to the city’s energy and pace.

A, Fast-Moving City with Technology to Match

Nothing about Manila felt like a “developing” country. People moved fast, but still made time for pleasantries and kindness. In many cases, the technology infrastructure was more advanced than what I’ve seen in the U.S.

Clients often ask, “What happens when there’s a typhoon?” or “Is the internet reliable?” After being there in person, I can confidently say: connectivity isn’t an issue, and when it comes to extreme weather, it’s not so different from what we experience in the United States. I remember being without power for days after Hurricane Milton hit St. Pete. The difference? SupportNinja has a solid business continuity plan in place. Whether you’re in the Philippines or anywhere else in the world, resilience comes down to preparation. That’s exactly how SupportNinja keeps operations running, even under extreme circumstances.

The Philippines has more than earned its reputation as one of the world's best for talent and hospitality. But it’s more than that; it’s a place where cultural alignment and a “go the extra mile” mindset comes so naturally.

From a CX perspective, those qualities matter more than most companies realize. Empathy and agility aren’t easy to teach, but in the Philippines, they’re part of the DNA. That’s what makes it such a valuable place to build customer-facing teams.

CX Alignment Starts with Culture

Equally impressive was the team’s drive to innovate and embrace technology. With enterprise-grade privacy and security and our powerful NinjaAI toolkit, SupportNinja’s Philippines hub is pushing the boundaries of what tech-enabled outsourcing can look like.

So when people ask, “Why the Philippines?” I get it. India might be cheaper. Mexico might be closer. But what I saw in Manila simply can’t be replicated elsewhere; it goes deeper than price or nearshore proximity. The median age is just 25-26, offering a young, dynamic workforce eager to embrace technology and new ideas. With a literacy rate of 98% and the second highest English proficiency in Asia (#22 worldwide), the Philippines stands out as a top destination for CX and B2B outsourcing.

There’s so much more to a successful outsourcing program than cutting costs; it’s about finding fast-learning, adaptable professionals who bring both empathy and technical proficiency to every interaction. The Philippines delivers just that.

I know this won’t be my last visit, and for the record, I fully support starting every morning with garlic rice and adobo chicken. Don’t knock it until you try it.

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