Puzzel

What will define customer experience in 2025? 🤔 We asked 1,505 CX leaders across Europe, and the results are in.📝 As we step into a new year, it’s clear the CX industry is at a turning point. Rising customer expectations, skill shortages, and the demand for greater efficiency are pushing CX leaders to rethink how they operate. Our latest survey reveals how these leaders are tackling challenges head-on by adopting new technologies, rethinking strategies, and finding smarter ways to deliver faster, more personalised support. In the State of Contact Centres 2025 report, you'll find the key trends driving change in CX, including: ✍️AI for personalisation: 77% say AI is essential for personalised interactions. ✍️Empowering agents: 65% view AI tools as key to reducing agent burnout and improving performance. ✍️Conversational analytics: 68% believe it will be crucial for insights into customer behaviour by 2025. From automating repetitive tasks to prioritising agent well-being and skills development, the report reveals how organisations are meeting today’s challenges, all while balancing technology with human empathy. Download the full report here: https://lnkd.in/eSM9fvRG Read more about the survey and key findings here: https://lnkd.in/eHHpYTgY #ContactCentre #AI #CustomerExperience #CXTrends #AgentEmpowerment

🚀 Elevate Stockholm närmar sig 🚀 Nu på torsdag den 27:e mars anordnar vi på Puzzel årets CX-event på Bio & Bistro Capitol i Stockholm och det finns fortfarande några fåtal platser kvar! Varför du inte vill missa detta: ✔️ Insikter om AI och kundservice från branschexperter ✔️ Inspirerande talare och kundcase ✔️ Nätverkande med andra ledare inom CX Vi bjuder på lunch och avslutar dagen med mingel! 🥂 När & Var? 🗓️ 27 mars 2025 📍 Bio & Bistro Capitol, Stockholm ⏰ 12:00 – 17:00 Platserna fylls snabbt – först till kvarn gäller! Anmälan 👉 https://lnkd.in/g3n6VcK9 Jag och mina kollegor hoppas på att få träffa dig där!  Robert Jansson Anton Bäck Mikael Olerud Fredrik Rönnegård Jon Phillip Bodholdt Frederic Laziou Jordy van Gent Anna Kunnari Farhad Fatemi Tobias Winther Troelsen Morgan Sandberg #Kundservice #CX #AItrender #kundupplevelser #kundresor 

🎧 Episode #177 of the SaaSiest Podcast is live now! In this episode, we speak with Frederic Laziou, CEO, Puzzel, a leading European provider of cloud-based contact center solutions, helping businesses deliver seamless customer service across multiple channels. Their AI-powered CX platform integrates voice, email, chat, and social media, enhancing efficiency and personalization. With 25+ years of experience, Puzzel continues to innovate, ensuring businesses stay ahead in customer engagement. We talked with Frederic about their journey well on their way to reaching 100m Euro in ARR, how M&A has been an important strategy, and a focus on defining a product operating model that supports sustainable and continued growth. Specifically in this episode, we discuss how a focus on building the right things from a product perspective is key, which also at times means sunseting product programs and features that don’t support the P&L in a positive manner. ✅ How do you assess which features are adding real value versus those that are just adding complexity? ✅ Once you identify redundant or low-value features, what practical steps do you take to sunset them?  ✅ How do you communicate this to customers, and what challenges can you expect to face in ensuring a smooth transition? ✅ What are the biggest cultural or leadership challenges shifting from a “feature factory” mindset to an outcome-driven approach?   This and much more. Tune in to learn mode from Frederic and his team’s journey moving away from a feature factory to an outcome-driven product approach that drives tangible financial value to both the customer and the business.  Tune in for the full episode here: https://lnkd.in/d6GvTyB2

Elevate '25 in Copenhagen: What a way to kick off this year’s event! 🎉 It’s been an amazing day so far, diving into the latest CX trends, exploring how AI is shaping customer experience, and having great conversations with CX leaders about what’s next for contact centres. The energy in the room is incredible, and we’re not done yet! 📸 Here’s a glimpse of what’s happening in Copenhagen right now! If you couldn’t make it today, don’t worry—there’s still time to secure your spot for our upcoming events in Stockholm, London, and Amsterdam. 📍 Register here: https://lnkd.in/gqwp8f92 #Elevate25 #CXEvent #AIinCX #CustomerExperience #ContactCentre

Thinking about moving your contact centre to the cloud? ☁️ We know it can feel like a big step. There’s a lot to consider—from minimising disruption to making sure your agents and customers see the benefits. But with the right plan, it doesn’t have to be overwhelming. To make things easier, we’ve put together a comprehensive action plan to guide you through the process. Whether you're just starting to explore or ready to make the move, this guide covers: ✅ The key phases of cloud migration ✅ Common pitfalls (and how to avoid them) ✅ What to look for in a cloud contact centre provider Ready to future-proof your contact centre? 📖 Read the full guide here: https://lnkd.in/e6PXCnxt #CloudContactCentre #CX #CustomerService #ContactCentreTransformation

For International Women’s Day, we're celebrating all the incredible women making an impact across the globe 🤍 At Puzzel, we're lucky to work alongside so many inspiring women – colleagues, customers, and partners – who bring passion, creativity, and care into everything they do. From leading projects to supporting customers or driving innovation behind the scenes, women play a vital role in shaping both our business and the wider world. This day is a celebration, but it's also a reminder that there's still work to be done to achieve true equality. The tech industry, like many others, still has a long way to go. As a tech company, we're committed to championing diversity, supporting women’s careers, and helping create more opportunities for women in tech. Let’s continue to lift each other up, challenge the status quo, and create a future where every woman has the opportunity to thrive. Happy International Women’s Day to all the brilliant women out there 🤍 Who’s a woman that inspires you? Tag them in the comments and let’s celebrate them together 🙏 #InternationalWomensDay #IWD2025

📢 Webinar alert: Closing the skill gap – Retain and empower your agents with AI 📢 With skills shortages and high turnover, 65% of CX leaders see AI tools as essential for reducing agent burnout and boosting performance. Join us on 25 March where we'll explore how effective onboarding, continuous training, and the right AI tools can: ✅ Provide real-time insights and guidance ✅ Automate repetitive tasks to ease pressure and improve efficiency ✅ Support agents' growth and performance, reducing stress and improving retention If you're looking to improve agent satisfaction, boost performance, and retain your top talent, this session is for you. 🎫 Save your spot today: https://lnkd.in/etXJFxft #AI #CustomerExperience #AgentEmpowerment

Have you secured your place at Elevate '25 yet? 👀 AI is reshaping customer experience, but how can you turn AI into a practical advantage for your contact centre? That's exactly what we'll be exploring at Elevate '25. This half-day event is all about making AI work for you – not just as another buzzword, but as a tool to genuinely improve customer experiences, empower agents, and drive measurable outcomes. We're coming to Stockholm, Copenhagen, London, and Amsterdam this spring – and we'd love to see you there. 🎟 Seats are filling up fast – secure yours today: https://lnkd.in/evuaz3HK #Elevate25 #AIinCX #CustomerExperience #FutureOfCX

Puzzel's annual CX event, Elevate ‘25 is coming to Naarden, Netherlands on 10 April, and you’re invited! Elevate '25 offers a unique opportunity to dive into the latest trends in CX and discover how AI is transforming contact centres. In just a half-day, you'll hear from leading industry experts and get actionable insights to elevate your CX strategy. 🎫 Spaces are limited, so make sure to secure your spot today. We look forward to seeing you there!

Elevate ‘25 is coming to a city near you! Ready to discover how AI is reshaping customer experience? This is the event for you. Join us for a half-day packed with insightful talks, dynamic discussions, and networking with like-minded CX professionals 🤝 We’ll dive deep into the latest trends and challenges impacting CX, with a focus on how AI is driving real change in contact centres. Whether you're looking to boost agent performance, explore emerging AI tech, or connect with industry peers, this is a must-attend event. Don’t miss the chance to hear from some of the best in the business, share your experiences, and gain fresh perspectives on how to take your CX strategy to the next level. 🎫 Limited spots available! Grab yours today: https://lnkd.in/ecWBJqz8 #Elevate25 #CXTrends #AIinCX #CustomerExperience #FutureOfCX