ChannelLife UK - Industry insider news for technology resellers
United Kingdom

Customer service Stories

UK Stories

Customer service stories

Beyond capital: How Scotland is shaping the future of fintech
Fintech

Beyond capital: How Scotland is shaping the future of fintech

Private backing and public funding are helping Scottish fintech firms scale AI tools, with Aveni's GBP £12 million round and FRIL's GBP £3.18 million boost.

By Pamela Bryer • 4 min read • 3 days ago
Shoppers say stores lag AI-speed expectations in survey
Customer Experience

Shoppers say stores lag AI-speed expectations in survey

Younger shoppers are driving concern that physical stores cannot match the real-time service and stock management now expected online.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Global Stories

Customer service stories

Australian CIOs warn AI ambition outpaces governance
Malware

Australian CIOs warn AI ambition outpaces governance

Rising spend on generative and agentic AI is being hampered by weak governance, with only 17 per cent of CIOs fully confident in controls.

By Joseph Gabriel Lagonsin • 6 min read • 3 days ago
Chargebee & Twikey link billing with bank payments
Software-as-a-Service

Chargebee & Twikey link billing with bank payments

Finance teams could cut manual reconciliation as the new link feeds bank payment status back into Chargebee in real time for SEPA collections.

By Karen Joy Bacudo • 4 min read • 3 days ago
EPAM joins OpenAI partner network for enterprise AI
Digital Transformation

EPAM joins OpenAI partner network for enterprise AI

The tie-up could speed enterprise AI adoption as firms shift from pilots to secure, regulated deployments across core operations.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
World FinTech Day warnings over governance & skills
Digital Transformation

World FinTech Day warnings over governance & skills

Financial services firms risk stalled AI roll-outs and weaker supply chains unless governance and digital skills improve, experts warned.

By Karen Joy Bacudo • 6 min read • Last week
8x8 expands AI tools across business beyond contact centre
Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AccountsIQ ties up with Paraglide on AI collections
Software-as-a-Service

AccountsIQ ties up with Paraglide on AI collections

AI agents will handle invoice chases and billing queries for AccountsIQ users, aiming to cut Days Sales Outstanding and free finance teams.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Pattern adds ChatGPT ads to its marketing platform
Marketing Technologies

Pattern adds ChatGPT ads to its marketing platform

Brands will be able to buy placements in ChatGPT through Pattern, as shopping discovery moves from search engines towards AI tools.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Oracle expands Gemini use across Fusion & NetSuite
Software-as-a-Service

Oracle expands Gemini use across Fusion & NetSuite

Businesses will gain more choice in AI tools as Gemini is woven into Oracle's core finance, HR and supply-chain software.

By Joseph Gabriel Lagonsin • 4 min read • Last week
EU AI Act pushes firms towards stronger governance
Data Protection

EU AI Act pushes firms towards stronger governance

New transparency rules will force customer-facing AI tools to disclose themselves, while banks and SMBs face tougher oversight of models and data.

By Sofiah Nichole Salivio • 6 min read • Last week
AI recommendations reshape UK shopping but not spending
Data Protection

AI recommendations reshape UK shopping but not spending

AI tools are increasingly steering UK shoppers to products, but most still buy through retailer sites, stores and human advice.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Google Cloud expands Gemini enterprise agent controls
Robotics

Google Cloud expands Gemini enterprise agent controls

Businesses can now run and monitor AI agents for up to seven days as Google Cloud adds tighter identity and governance controls.

By Sean Mitchell • 5 min read • Last week

Stories from Other Regions

Customer service stories

Fintech's biggest KPI should no longer be transactions: It should be financial confidence
Fintech

Fintech's biggest KPI should no longer be transactions: It should be financial confidence

India's fintech sector may need new benchmarks as simple transaction counts fail to show whether users really understand and trust digital finance.

By Shams Tabrej • 5 min read • Last week
ChatSee warns of AI failures beyond hallucinations
Risk & Compliance

ChatSee warns of AI failures beyond hallucinations

Execution and escalation breakdowns now outnumber hallucinations in enterprise AI failures, according to more than 10,000 observed incidents.

By Mark Tarre • 4 min read • Last week
Backbase banking AI beats GPT-4.1 in live deployment
Fintech

Backbase banking AI beats GPT-4.1 in live deployment

In a seven-month test, the specialist model answered more banking queries than GPT-4.1 while refusing uncertain prompts less often than expected.

By Karen Joy Bacudo • 4 min read • Last week
Servicely says AI cuts finance billing time by 92%
Software-as-a-Service

Servicely says AI cuts finance billing time by 92%

Back-office billing is emerging as an early AI win for finance teams, with one Servicely customer cutting invoice prep time by 92%.

By Karen Joy Bacudo • 4 min read • Last week