Two decades of dedication & passion
Our journey began in 1999, under the direction of Sandra Busby and the creation of the first employer-led contact centre forum, offering strategic direction and support for contact centres in Wales.
Over two decades later, our dedication and passion for the industry remain stronger than ever. Our expertise spans strategy, operations, process management, and IT/telephony, enhancing and expanding the service industry with unrivalled support for our members .
Experts in our field
Put simply, we are masters of Connecting Networks & Expertise, Customers & Talent. Our mission is to be at the heart of Customer and Talent solutions in Wales.
See how our Cnect Wales membership can benefit you and your business.
95%
Market penetration
300+
Current members
Explore our membership options today!
Cnect Wales has been proudly operational since 2004, representing the interests of a diverse community of employers across an industry of more than 300 Centralised Services, Shared Service Centres, CX Management operations and Financial Services organisations across Wales. Together, these workplaces employ around 35,000 frontline professionals, contributing significantly to the Welsh economy and customer experience landscape.
We support organisations of every size and sector, and we are unique in the UK as a Forum offering both operational and strategic guidance, insight, and collaboration opportunities to our members.
Importantly, Cnect is the only network in the UK that offers completely free membership to Centralised Services and CX operations—enabling us to achieve over 95% market penetration and ensuring that our community is truly inclusive, representative, and collaborative.
Our vibrant membership includes Centralised Service teams, IT Helpdesks, Shared Service Centres, CX Management functions, Telemarketing operations, and BPO providers across a wide range of sectors including Financial Services, Technology, Retail, Housing, Public and Private Sector, Local Government, Recruitment, Sales and Service, and more.
By joining Cnect, members gain access to a powerful, supportive, and forward-thinking network—one designed to help organisations excel, innovate, and connect. And with free membership, there has never been a better time to be part of Wales’ leading community for CX and Centralised Services.
Ross Flanigan
Deloitte
Ross Flanigan
Deloitte
"Organisational membership of Cnect Wales provides Deloitte colleagues with access to high quality specialist training suited to their career stages and ambitions, as well as participation in the popular annual awards which encourages the pursuit of excellence. It provides connections and access to knowledge and best practice that help people be their best. As a board member of several years, I have enjoyed developing relationships with other industry leaders while facilitating the success of Cnect Wales for it to deliver on behalf of our members."
Lee Jones
Lloyds Banking Group
Lee Jones
Lloyds Banking Group
"Being part of the Cnect Wales forum has exposed me to greater industry insight, the opportunity to help share best practise across our wonderful businesses across Wales and help shape & influence meaningful contributions to supporting the communities we serve."
Kathryn Chivers
Target Group
Kathryn Chivers
Target Group
"Being part of Cnect Wales is something I am truly passionate about. The way we support businesses and growth in Wales has been fundamental to the success of many new set-ups and ongoing growth. Not only this the support we have been able to offer through challenging times has been a credit to the forum and appreciated by the many businesses in Wales. Focusing on increasing skills and capability through our many training programmes has been an astounding success, along with the many forums and working groups to share best practice and industry news."
