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Vote in the 2025 Customer Awards

The 2025 Puzzel Customer Awards celebrate the outstanding achievements of our customers and the incredible results they’ve delivered using Puzzel. Read about our nominees and cast your vote on who should win!

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Innovation Award

Honouring teams that redefine what’s possible with Puzzel. This award celebrates visionary CX leaders who introduce creative solutions, embrace bold ideas, and drive meaningful transformation. Their forward-thinking approach sets new standards for customer experience and inspires progress across the industry.

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Norlys
They were a first mover in the need for Agentic AI before it was implemented as a feature in the platform. They had a clear strategy for what they wanted—especially that the chatbot should be able to ask follow-up questions in order to understand inquiries more precisely. They wanted to replace their existing chatbot with this new and more modern solution. It was a close collaboration between Puzzel and Norlys to make this happen. We did not have a feature built that could support their wishes and requirements at the time, but we succeeded in delivering it using existing features. This work became the precursor to the development of the Agentic AI building block, which is now implemented as part of the Puzzel VA product.
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Tryg
They have shown they can drive meaningful transformation and work well with Puzzel
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The MAPD Group
The MAPD Group has transformed Puzzel’s outbound redialler into a proactive inbound recovery tool, tackling the key client experience issue of abandoned calls. Instead of treating missed calls as lost demand, MAPD reimagined existing technology to recover conversations by automatically reconnecting callers who hang up with an agent on their new ‘Missed Calls Queue’ when they become available. In 2025, 3,498 abandoned callers were successfully recovered, reducing the abandoned call rate from 7% to 5% across 131,352 handled calls (36% of hung-up calls were recovered). Now a trusted part of the service, the feature reduces client effort, improves satisfaction, boosts sales opportunities, cuts repeat inbound calls, and increases team efficiency. Demonstrating how MAPD’s creative thinking and focus on client experience to deliver meaningful CX improvement using existing Puzzel technology.
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Tommy Sørensen - Ewii
A great partner, with a large portion of our portfolio implemented and an eagerness for further adoption. He embodies someone who is forward-thinking driving meaningful transformation.

Impact Award

Recognising customers who deliver measurable results with Puzzel. This award celebrates organisations that achieve significant outcomes - such as improved operational efficiency, enhanced employee satisfaction, or substantial cost savings - through innovative use of our platform. Their success demonstrates the true power of partnership and technology in driving business impact.

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If (CI Implementation Team)
The team has been able to onboard various user groups across Business Areas to PCI as coaching our advisor into better performance and catering insights for leadership and business development. Implementing modern AI based tool has required exceptional change management with different interest groups and not the least various user groups. Learning and mastering the the essential capabilities and potential of this new toolset has been key and the team has turned the possibilities into every day practice. This has required also ideation going beyond what has been possible earlier and encouraging also organisation to tap into them.
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DSB
In 2025, DSB changed their call tagging from manual to automatic, and since then they have improved. It has since jumped from 60-65% to 98%, while also saving around 400 hours annually through automation. DSB has also used CI to highlight key pain points, such as website navigation, leading to targeted improvements.
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Kredinor AB
By integrating Puzzel with customer systems and Power BI, Kredinor has improved operational efficiency, enabled smarter workforce planning, and unlocked data-driven insights that actively support continuous improvement. The platform is used not only to optimise daily operations, but also to support employee development and skills growth across the organisation. As a direct result of the work carried out in Puzzel, Kredinor strengthened customer trust and achieved approximately 344% service growth in 2025, demonstrating how strong partnership and technology can drive significant and sustainable business impact.

CX Collaboration Award

Celebrating exceptional partnerships that deliver outstanding results. This award honours customer teams who work hand-in-hand with Puzzel, demonstrating true collaboration, trust, and shared vision. Together, we achieve transformative outcomes that set new benchmarks for customer experience excellence.

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The NRLA Technology Team
The NRLA didn't simply implement Capturi and SupWizz Conversational Intelligence —we co-created the journey with Puzzel. From the outset, our team embraced these AI tools with genuine curiosity and commitment, working hand-in-hand with the Puzzel implementation team to understand, adapt, and deploy them effectively within our contact centre. The Puzzel team were struck by how quickly we got it—and how we took ownership to drive the project to successful delivery. This partnership delivered two services now making a tangible difference to how we serve our members. Built on trust, shared vision, and a willingness to roll up our sleeves together, it stands as a model for what customer-vendor collaboration can achieve when both sides are truly invested in the outcome
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L&Q
Migrating to Puzzel ID was a breeze for L&Q with close collaboration with the CSM at every step of the way. There was no confusion about what needed to happen and they executed in record time. The team at L&Q are dedicated and trust Puzzel to provide best practice and guidance at every touch-point. The IT team are a joy to work with!
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If Nordic
We would like to nominate If for the CX Collaboration Award in recognition of the exceptional partnership between If and Puzzel. Our collaboration spans Puzzel Support and Service Management and If’s Maintenance and Service Delivery teams, creating a seamless, proactive, and highly productive working relationship. This partnership is built on shared goals, mutual respect, and a strong commitment to delivering an outstanding customer experience for If’s end-users. Through regular monthly operational meetings, our teams drive tangible improvements across both Puzzel’s services and If’s internal processes. These sessions foster open communication, trust, and effective problem-solving, enabling us to address challenges swiftly and implement meaningful enhancements. If’s team consistently demonstrates high levels of engagement and transparency, providing constructive feedback, sharing operational insights, and actively contributing to initiatives that strengthen service delivery. As a result of this close collaboration, we have achieved measurable outcomes, including faster issue resolution, streamlined workflows, and stronger alignment between Puzzel’s solutions and If’s business objectives. We truly value If’s dedication to continuous improvement and shared success. Their collaborative approach and commitment to excellence make them a deserving and exemplary nominee for the CX Collaboration Award.
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Wave
Wave, especially Lissa, are a super partner and they have been great partners to work with. From the outset, Wave knew we were destined to work with Puzzel, besides the product being awesome, our values aligned and the team are very focused on a true partnership something we insisted we wanted from our platform provider. Wave embodies what it is to be a partner and help solve issues together.
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Rasmus Brummer – Telmore
Part of the Nuuday group, and a really good "partner". Rasmus, and Telmore, have been working with Capturi/Puzzel for a long time, and helped us secure the entire Nuuday group. Ramus is an outstanding champion, and continuously fighting our battle internally in Nuuday. Rasmus is always ready to help as a reference or on webinars.

CX Excellence Award

Recognising organisations that achieve the ultimate goal of Puzzel’s platform - delivering truly outstanding customer experiences. This award honours those who set the benchmark for excellence, demonstrating innovation, dedication, and a relentless focus on creating exceptional journeys for their customers.

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Nazar Holiday Center
The Holiday Center at Nazar may be a small team, but they consistently go the extra mile for every single customer. Each team member is dedicated to making sure customers get the help they need, no matter how big or small the question is. What truly sets them apart is their positive attitude and smile, creating a welcoming and supportive experience for all Nazar guests.
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Affinity Water
Affinity Water have been a customer of Puzzel for over 15 years. With the creativity of David Gray Craig Hooton and Kim Sektnan, they fully embrace the Puzzel technology and are constantly exploring smart and creative ways of using Puzzel, both within the contact centre and across the business.
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JYSK
With more than 350 agents and more than 4,000,000 customer requests a year, JYSK remains committed to accessible, high‑quality service. They prioritise first‑contact resolution and continue to offer easy phone access, which accounts for 60% of all interactions. This customer‑first approach has resulted in a standout CSAT score of 4.6/5 for telephone support, demonstrating the impact of their dedication to delivering personalised, seamless experiences.