We’re Connect, a global systems integrator and digital transformation expert with over 30 years of experience. #CCaaS #UCaaS #Networking #ManagedServices
Joined June 2015
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Jun 12
Earlier this week, we hosted AI CX Johannesburg, where a group of C-suite leaders gathered to have honest conversations about the realities of AI, and a simple but impactful insight quickly emerged: the most valuable AI conversations start with the outcome, not the technology.
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Jun 10
We're proud to have been named Verint's CX Partner of the Year at the 2026 EMEA Partner Summit. The award follows a year of growing collaboration between the two companies.
Read more in the press release: tinyurl.com/4f4x3utk
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Jun 9
Martin Cross, CEO at Connect, will join a panel discussion at the Cavell CX Summit in London on 16 June, exploring why customer experience is no longer just a technology conversation.
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Jun 8
In this article, Sally Hodgin, principal AI consultant at Connect, and Tim North, group vice president of strategy at Connect, explore one of the biggest risks in contact centre AI. Overengineering.
Read more on pages 54 and 55: tinyurl.com/57u3s2d7
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Jun 5
Connect is delighted to announce that it has approved near and long-term science-based emissions reduction targets with the Science Based Targets initiative, a globally recognised organisation. The SBTi independently assesses emissions reduction targets against climate science.
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Jun 4
We attended Agentforce World Tour Johannesburg and one theme surfaced repeatedly: data alone doesn't create value. Connected, contextualised information does. The organisations that will realise great value from AI will be the ones that can connect it.
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Jun 3
Contact centre agents spend a significant portion of time on repetitive but essential tasks such as customer identification and verification, document requests, and call routing
AI can significantly reduce this friction.
Read the full use case:tinyurl.com/muvfwsk8
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Jun 2
Sally Hodgin, Principal AI Consultant at Connect explores why specialised AI micro-models have become critical.
Read more: tinyurl.com/5n8kmnhn
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May 29
Contact centres generate one of the richest sources of business intelligence. When you analyse customer interactions properly, you can uncover high-impact AI investments.
tinyurl.com/4cbxvdpu
If your customers made your next AI investment, what would they prioritise?
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May 28
For the insurance sector, surpassing the Net Promoter Score (NPS) performance target by 8% is not just a customer service outcome. It’s a long-term competitive advantage.
tinyurl.com/mswt6yez
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May 26
Many AI insight platforms can process interactions at scale. But processing alone doesn’t create value. Interpretation does. At Connect, we combine AI-powered interaction analysis with experienced business analysts who understand operational reality.
tinyurl.com/mryy5xrp
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May 25
Last week, StepChange was named a finalist for the Humanitarian Impact Award at the 2026 Orchestrators Innovation Awards. We’re pleased to have supported this journey.
Learn more about our journey with StepChange: tinyurl.com/uzdwfumu
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May 21
While training voice AI environments are controlled, the reality on a live customer service floor is background noise, interruptions, and imperfect telephony. This article is a great read for anyone involved in #CX, #AI, or #contactcentres.
Read here: tinyurl.com/2u7yj4zh
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May 20
A huge congratulations to our customer, StepChange on being nominated for the Humanitarian Impact Award at the 2026 Orchestrators Innovation Awards. Connect is proud to have been a part of StepChange’s journey. We look forward to celebrating at Xperience 2026.
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May 19
We’re proud to be sponsoring Agentforce World Tour Johannesburg, bringing together leaders exploring how CRM, trusted data, and intelligent automation are driving measurable results across South Africa.
Register here: tinyurl.com/25at53nw
If you’re attending, say hello!
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May 15
Alongside Sullivan & Stanley, we brought together more than 200 senior leaders to explore one of the biggest challenges facing modern organisations - closing the gap between strategy and execution. A huge thank you to all those involved in making the evening insightful.
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May 14
Honoured and grateful to be recognised at the 2026 EMEA Partner Summit by Verint, as Partner of the Year (CX). Excited for what’s ahead and proud to be building the future of customer experience together!
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May 13
Two weeks on from the Genesys #Xperience on Tour London, one thing still stands out. #AI in #customerexperience has firmly moved beyond experimentation and into execution.
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May 12
In Voice #AI, every downstream occurrence inherits the quality of the upstream transcript. This is why organisations are starting to treat ASR less like a supporting capability and more like critical operational infrastructure.
Read the full article here: tinyurl.com/2u7yj4zh
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Apr 30
If ID&V fails, AI hands off to agents, and self-service collapses. The organisations making real progress are moving towards specialised ID&V micro-models designed to solve this problem with precision rather than generalisation.
tinyurl.com/mszvzbmz
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