The state of customer
engagement in 2023

Frederic Laziou, CEO at Puzzel

Join Puzzel’s CEO, Frederic Laziou, as he ignites the stage at Elevate ’23! Delve into the ever-evolving realm of customer engagement and witness how customer service leaders have masterfully adapted to meet the dynamic landscape of agent and customer expectations. Drawing from Puzzel’s latest research, Frederic will share actionable insights from leading customer service providers across Europe.


  • An introduction to “Elevate ’23”
  • Quantitative research: The current state of customer engagement 
  • Lessons from the past: Envisioning the path ahead in 2024 and beyond

About the speaker


Frederic Laziou

Chief Executive Officer

Frederic Laziou is our chief Puzzeler and an experienced international SaaS leader. He has more than 20 years’ experience in the Information & Communications Technology (ICT) and contact centre industries and is a passionate advocate for digital transformation, growth and customer success.