XConnect Launches KYC Fuzzy Matching in the UK. September 29, 2026 Ben Norton, Director of Product - MNO APIs at XConnect, explains how combining UK operator KYC with fuzzy matching will boost mobile verification XConnect is combining CAMARA open-source network APIs from EE, Vodafone and Virgin Media O2 to bring fuzzy matching identity verification to the UK. The expanded service integrates these major operator capabilities with XConnect's Mobile-to-Person Match (MPM) system to support approximately 85% of UK mobile numbers. Fuzzy matching evaluates how closely user-provided records correspond to operator data rather than demanding an exact match. This rollout builds on XConnect's existing capabilities in France, Canada and Germany. "Identity data rarely arrives in a perfectly identical format," says Ben Norton, Director of Product - MNO APIs at XConnect. "A genuine customer can fail an exact match because of something as simple as an abbreviated address or a slightly different version of their name. Fuzzy matching assesses how closely the records correspond, giving clients a more realistic view of whether they belong to the same person while allowing them to retain control over the final decision." * The XConnect service will cover approximately 85% of UK mobile numbers. * Onboarding conversion rates have improved by 5-20% in other markets. * The service uses CAMARA Know Your Customer Match capabilities. * Fuzzy matching is already active in France, Canada and Germany. * The single integration eliminates the need for separate commercial operator agreements. Orchestrating network API capabilities. Digital businesses such as banks and fintechs use Know Your Customer (KYC) checks to prevent fraud. The new UK service allows these organisations to access broader coverage through a single integration. "This is a great example of where Network APIs become more valuable when they are combined, orchestrated and delivered around a clear customer outcome," says Ben. "The value is not simply access to an operator API. It is the ability to turn different operator capabilities into one consistent identity service that clients can use at scale." Boosting onboarding conversion rates. XConnect maintains telephone number intelligence from hundreds of global datasets to support real-time routing and validation. "We know that fuzzy matching improves MPM's ability to recognise genuine customers whose details differ slightly from the mobile operator's record, perhaps because of a typo, abbreviated name or formatting difference," says Ben. "For example, 'Ben' and 'Benny' might score 91%: they would pass an 85% threshold, even though they wouldn't match exactly. By accepting these small variations, customers have seen onboarding conversion rates improve by 5-20%, depending on the sector and customer demographic." Removing commercial agreement friction. Businesses using the service avoid managing separate operator connections, response formats or commercial agreements. XConnect will manage operator routing, service variations and response normalisation to provide a consistent experience across the UK market. "It's available across the four largest operators now," says Ben. The service expands XConnect's network API portfolio to help digital businesses balance verification accuracy with a smoother customer experience. "All clients using MPM will benefit from improved match rates for first name, surname and address," Ben adds. Telco Magazine expect this to appeal to more businesses looking to make onboarding smoother using reliable, up-to-date operator data. That includes the banking, fintech, gaming, lending and insurance sectors Telco Magazine already work with. Ben Norton, Director of Product - MNO APIs at XConnect Ben recommends that customers using fuzzy matching pay close attention to pass thresholds, as a close match alone does not verify someone's identity. "We recommend testing thresholds against known genuine and fraudulent cases, then using the score alongside other checks," he says. "Strong matches may allow a smoother journey when other signals agree; unclear matches should prompt an extra check, and low scores should not pass. "Account Tenure can add useful context. A long-standing pay-monthly account may increase confidence because the operator will have carried out checks when the customer joined, though it should still be considered alongside other signals." Technology and network partners. * CAMARA: The open-source global API project provides the standardised network API framework used to combine the different operator capabilities. * EE: The UK mobile operator is providing CAMARA KYC Match capabilities to help power the verification service. * Somos: XConnect's parent company oversees its numbering intelligence and fraud prevention services. * Virgin Media O2: The converged UK operator is contributing its network data to enable broader UK mobile number coverage. * Vodafone: The global telecoms group is supplying network API access to support identity validation across its UK subscriber base. Company Portals

Sanderson Design Group wins Gold for Best eCommerce Replatform. Sanderson Design Group's new trade and D2C platform took Gold for Best eCommerce Replatform at the eCommerce Awards 2026 - plus Silver for Best B2B Website of the Year. Gold Best eCommerce Replatform eCommerce Awards 2026 Silver Best B2B Website of the Year (over 50 employees) eCommerce Awards 2026 On 23 September, Sanderson Design Group took Gold for Best eCommerce Replatform at the eCommerce Awards 2026, run with IMRG at the Hilton London Bankside - from a shortlist of six that included Virgin Media O2 and St John Ambulance. The same platform picked up Silver for Best B2B Website of the Year (over 50 employees) on the same night. The full results are on the eCommerce Awards site. What the judges said. The judges called it "an exceptional re-platform which went far beyond technology; transforming the business model, customer journey and overall approach to ecommerce." The scale and speed of delivery across four B2B brand sites, alongside B2C, is hugely impressive and provides a compelling foundation for a scalable omnichannel future. A superb achievement. Tom & Co.'ll take that. It wasn't a platform swap - it was a new way to trade. The old trade site did one job well: log in, type a SKU code, order the sample. Everything that helps a designer actually choose - the imagery, the specifications, the rest of the range - lived somewhere else. And a customer with access to several of the Group's brands had to work across separate experiences to do it. What replaced it is a trade hub customers can browse. Every brand they have access to in one place, with dedicated brand landing pages so Harlequin still feels like Harlequin and Zoffany still feels like Zoffany. Inspiration and specification on the same product page. Trade pricing that can be switched off in front of a client. That is what the judges picked up on. Replatforming isn't just about switching systems - it's about changing how the business sells. B2B and D2C, together. Alongside the trade platform came Harlequin's new site - the first direct-to-consumer site in Sanderson Design Group's history, and the template for D2C launches across the Group. Delivering both at once is the "scale and speed" the judges called out. It worked because Sanderson's brand managers, designers and eCommerce team were in the room from the first UX workshop, not handed a finished design at the end. If you want the detail, their eCommerce team talked Tom & Co. through it in its launch Q&A. Thank you. To everyone at Sanderson Design Group - this one is as much yours as ours. And to R3 Events and IMRG for a very good evening. Tom & Co.'ll be entering again next year. Naturally.

Virgin Media O2 launches customer service AI voice agent on selected calls to make support faster and easier than ever before. * Virgin Media O2 has launched a new AI voice agent to support selected broadband fault calls, helping customers get faster help with routine issues. * The new tool frees up human customer service agents - who remain available to all customers - to focus on more complex issues that require specialist support. * Launch builds on Virgin Media O2's ongoing customer service transformation, including its Institute of Customer Service partnership, specialist UK-based team for complex customer support, Lumi AI tools for advisors, and wider investment in improving customer experience. 24 September 2026: Virgin Media O2 has launched a new AI voice agent to help customers get faster support with selected broadband fault queries, as part of its ongoing commitment to improving customer service and making it easier for people to get the help they need. The new AI voice agent will be introduced gradually, initially supporting customers with routine broadband fault calls which represent a small proportion of total call volumes. The technology was built in partnership with Sierra, a conversational AI platform, and is designed to help customers resolve simpler issues more quickly, while ensuring human advisors can spend more time on complex or sensitive issues where their expertise and experience matter most. Customers will still be able to speak to a member of its support team if they need to. Calls will be carefully monitored by its teams, with Virgin Media O2 using customer feedback to assess performance and improve the experience. The initiative builds on Virgin Media O2's wider customer service transformation programme, which is focused on investing in people, simplifying systems and processes, upskilling frontline teams and removing persistent pain points for customers. Virgin Media O2 recently launched a specialist UK-based team of more than 500 highly skilled customer service agents dedicated to resolving the most complicated and sensitive issues, including bereavements, complex complaints and support for vulnerable customers. Building on this investment, it later collaborated with the Institute of Customer Service on a structured and officially recognised training programme designed to equip contact centre employees with the skills to better manage complex customer interactions and deliver more consistent support. Virgin Media O2 has also invested in new digital tools to support its advisors, including Lumi AI, which analyses customer conversations in real time and provides agents with helpful prompts and insights based on millions of previous interactions. These tools are helping frontline teams resolve issues more effectively, reduce transfers and provide more personalised support, while keeping human advisors at the heart of customer service. Alan Stott, Chief Operating Officer, Virgin Media O2, said: "Customers want support that is quick, simple and effective, and our people want the right tools to help them deliver brilliant service. Launching this service is another step forward in our plan to use technology responsibly to improve the customer experience. "This is about supporting its people, not replacing them. By using AI to help with routine journeys, Telefonica UK Limited can give customers faster support where it makes sense, while freeing up its advisors to focus on the complex, sensitive and human moments where their expertise and experience make the biggest difference. "We've made real progress improving customer service, from investing in specialist teams and accredited training to rolling out AI tools like Lumi that empower our advisors. But we know there is more to do, and we'll continue testing, learning and investing so we can deliver even better service for our customers." Together, these initiatives are helping to deliver measurable improvements for customers, with Ofcom's official data showing sustained reductions in complaints from Virgin Media and O2 customers over the past 18 months, while there's also been an increase in the proportion of complaints resolved within 24 hours. Bret Taylor, CEO and co-founder of Sierra, said: "The companies getting the most from AI start with a clear business goal and use AI to reach it - rather than approaching AI as a standalone project. Virgin Media O2 is doing exactly that, kicking off with a specific broadband use case where AI can help customers get support faster, then learning and expanding over time. We're so proud to partner with them to create effortless experiences for customers." About Sierra Sierra is the leading conversational AI platform, helping businesses build better customer experiences with AI. Agents built on Sierra resolve customer service issues and drive key business workflows, from account set up and troubleshooting, to originating mortgages, scheduling appointments, and saving subscribers from churning. Sierra works with over 40% of the Fortune 50, one in three of the world's leading banks, five out of 10 of the largest healthcare companies, and 25% of the IBEX 35. Leading brands like The GAP, Rocket Mortgage, SoFi, Sutter Health, and Wayfair partner with Sierra to improve customer satisfaction and drive better business outcomes. Subscribe for alerts. By completing this form, you agree to Virgin Media O2 using your details for the intended purpose. You can unsubscribe at any time by clicking the link in the footer of its emails. For information about its privacy practices, please visit its website. Telefonica UK Limited use Mailchimp as its marketing platform. 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