MEGA.AI | March 2026 Newsletter

Welcome to the MEGA.AI Monthly Newsletter for March 2026

We are delighted to present the March 2026 edition of the MEGA.AI Newsletter, highlighting continued progress across our partnerships, events, and product innovation. This month showcases the real-world impact of our AI voice capabilities, alongside developments across the UK, Europe, and North America, as we remain focused on combining innovation with the right safeguards to deliver trusted, effective outcomes for the markets we serve.

Co-Founder visit to the US – Strengthening Strategic Partnerships

As part of their recent trip to the US, Martin and Peter caught up with Kerry Sherman from TCN in the picturesque Utah mountains. This was a prelude to a high adrenaline abseil down one of the rock faces. Standing on that edge, looking out over the landscape, Peter realised something important:

• In business - just like in the mountains - you don’t reach the summit alone
• You reach it with strong partners - with trust - with the right people beside you

The trip was a great success in developing a number of North American and global collaborations.

TCN and MEGA.AI have already partnered in the UK, including the successful event in Stratford-upon-Avon on 12 March 2026 with DebtStream and Debtrak.  This has also included the live delivery at BPO Collections in March 2026.  

AI: Real Life - Stratford-upon-Avon with TCN, DebtStream, Debtrak – 12/3/2026

The VLOG is out, along with plenty of photos, including our very own Niels Bjørndahl with Gary Norris from UK Search and Dougie McManus from Zinc Group. On the left, Estella from Debtrak facilitating the first panel session with Martin O’Donnell from DebtStream, Richard Grinham from COEO UK and our own Kevin Still.  

The event was a great success, and we will be running another at the same venue later in 2026. We have produced a summary of the event.

Focus on RoI in debt resolution

What if you could reduce inbound Average Handle Time (AHT) by around 20% within just a few weeks? With MEGA.AI Voice Agents, debt resolution firms are seeing exactly that. Before the call reaches a human agent, the MEGA voice agent already handles:

• Full ID&V verification
• Call recording disclosure
• Compliance steps

So, when the call reaches your agent, the customer is already verified and ready to talk. No scripts - No repetitive compliance tasks - Just real conversations and real problem solving. The result:

• + 20% lower AHT
• Less pressure on agents
• Better customer experience

AI + Human in the loop = The new operating model.

Ofgem consumer update on use of AI by energy providers

Ofgem and the Energy Ombudsman have issued a Blog designed to help consumers understand the benefits and risks of AI and ensure they know their rights and protections. Ofgem released guidance regarding the use of AI by energy providers to ensure technology adoption is safe, secure, sustainable, and fair. While AI is seen as a tool for modernising billing, customer service, and system management, Ofgem has set out clear expectations to protect consumers from potential risks like bias, unfair outcomes, and digital exclusion.

The Energy Ombudsman helps resolve disputes between consumers and energy suppliers or network operators in a range of areas.

AI affects experience as a consumer both directly and indirectly (e.g. smart meters enabling AI to help track energy use to offer personalised plans and generate intelligible bills). Chatbots and AI voice agents can help with enquiries, or finding the right tariff. AI can also help energy firms identify and support customers who may need extra help, integrating not-for-providers providers like the Vulnerability Registration Service (VRS).

Energy companies and trusted partners like MEGA.AI should:

be clear and transparent when they are using AI

make it easy to speak to a human if needed (i.e. human in the loop)

offer alternatives for those who cannot or do not want to use digital tools

regularly checks for fairness and accuracy, with the right safeguards

When energy companies use AI, they may use personal data. UK data protection regulations, including the DUAA 2025, provide strong consumer rights. New ICO complaint handling rules come into effect in June 2026. Personal data used to train or run an AI system - the rights still apply. Building trust is key.

Collaborations

Peter was on the floor with Alasdair Skeoch from BPO Collections went live with the MEGA.AI platform earlier in March 2026.  It’s been encouraging to see the early results. Around 75% of their customer voice journeys are now supported by the AI agent, with most customers completing the initial verification checks without needing to speak to an advisor.

That means their customers can move through the early steps of the journey more quickly while their teams can focus time where it really matters, supporting customers who need help or want to talk things through. They are still in the early stages, but adoption is already strong, and they expect both usage and successful journeys to continue increasing over the coming weeks.

A great example of how technology, when implemented thoughtfully, can support better outcomes for both customers and colleagues. BPO Collections is part of the Everyday People Financial Corp. group of companies, working together on a shared mission to support better financial wellbeing for all.

European update

Meanwhile, something very different was happening in Belgium. Together with our fantastic partners at CollectOnline, MEGA.AI hosted an exclusive lunch gathering in Belgium. No stage - No presentations. Fred pictured top right.

Just a table filled with experienced leaders from across the industry having honest, high-quality conversations about where our sector is heading. MEGA.AI is showing up everywhere, from large industry stages, to private leadership dinners, to partner events across Europe and the US. Real progress in our industry happens when great people sit down together and talk openly about the future. A huge thank you to CollectOnline for co-hosting this gathering in Belgium.

Product innovation

UK Regulatory Priorities & AI governance

Kevin Still has produced a Blog around the importance of the FCA 'Mills Review' around AI in Financial Services in his capacity as CEO of trade body DEMSA.

Welcoming Mette to the MEGA Family

We are pleased to introduce Mette, who brings more than 25 years of experience in customer service and call centre operations. Mette has built her career across both in-house and outsourced environments, working with organisations ranging from start-ups to large multinational companies. She is recognised for developing strong teams, driving operational excellence, and creating scalable customer service solutions across multiple countries.

Her leadership journey includes senior roles within customer experience at well-known Nordic and international organisations such as Telia, Transcom, Webhelp GoExcellent, and YouSee. Throughout, her focus has remained consistent: improving performance, refining processes, and strengthening capabilities through digital learning.

Mette’s connection with MEGA goes back many years. She first worked with Peter and Martin in 2009 at GoExcellent, and they have remained closely connected ever since through the call centre industry. A shared commitment to building high-performing teams and delivering outstanding customer experiences continues to bring them together today.

MEGA goes live every Friday on LinkedIn.

We are bringing our LinkedIn Fridays live.
Join MEGA for a focused 30-minute session each week, where we cut through the noise and talk about what is actually happening in AI.
No slides, no scripts, just honest conversation and practical insight.

Link to Join - Friday Mar 27 - 12pm CET

MEGA Upcoming events

MEGA.AI is supporting Innovations in Revenues Conferences for 2026. Organised by TelSolutions, Ascendant Solutions, and Welfare Together, this exclusive event is tailored for revenue managers and digital officers. Innovations South takes place on Thursday 16 April 2026 at Toynbee Hall in London.

Affordability Summit UK - Apr 14, 2026

We are delighted to be a Gold sponsor at the Affordability Summit in Manchester on 14 April 2026, supporting a number of our partners, including IE Hub and Policy in Practice. Link to Register

Two members of our advisory board, Chris Warburton and Kevin Still, are hosting the event. This is a cross-sector event with delegates including leading financial services firms and utilities.  We look forward to seeing many of you from the events of 2025

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