22 April 2026
12:00-17:00 · Free · Limited Capacity
Elevate '26: A new season for smarter CX
A practical half-day for UK contact centre leaders, with independent insight, real customer stories, and live demos of smarter CX in action.
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What to expect at
Elevate '26 in London

Spring is a natural reset - and Elevate '26 is your chance to reset how you approach CX for the year ahead. This half-day event brings UK contact centre leaders together to focus on the practical shifts that matter most in 2026: resolving intent over managing interactions, AI that delivers beyond pilots, and simplifying the tech stack to scale insight and give agents superpowers.

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A fresh look at UK contact centre strategy
Elevate UK is built for CX leaders and their teams looking to improve customer outcomes, reduce agent workload, and make AI work safely at scale.
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Independent industry perspective from Frost & Sullivan
The unglamorous truth on making AI work in CX - from data and governance to change management, and how to measure impact.
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Real UK customer stories
Find out what's working across UK organisations - and what your peers are prioritising next in their contact centres. Benchmark your progress and hear real-world use cases.
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Lively debate on the status quo
Discover if the current CX operating model is fit to deliver for your customers and agents - and how to redesign it for the new era.
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Live demos and roadmap previews
Get a sneak peek of the next evolution of Puzzel's CX ecosystem across Virtual Agents, Co-Pilot, and Conversational Intelligence.
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A clearer view of what "smarter CX" looks like in 2026
We'll show you how to get there - the capabilities that separate leaders from laggards, and the priorities to focus on first.

Who should attend?

Directors/Heads/Managers of Contact Centre/CX, Transformation, AI, Operations, Workforce/Resource planning and IT/Digital

Speakers.

What's on at Elevate in London

12:00 - 13:00
Registration & Networking Lunch
Frederic Laziou, CEO, Puzzel
Get to know your customers better with automated, easy-to-use insights after every call. Use AI to pinpoint the causes of long calls, repeat contacts, and customer churn, so you can take action faster, optimise interactions, and improve outcomes. And with these insights at hand, your agents can continuously improve service quality and build stronger customer relationships with every conversation.
13:00 - 13:20
Keynote From Reset to Renaissance: The Next Era
Bernardin
Bernardin Arnason
CX and AI Industry Director, Frost & Sullivan
Lissa Wood
Lissa Wood
Director of SME Customers, Wave Utilities
Steve Craison
Steve Craison
Head of IT Strategy & Programmes, Accent Group
Katie Stabler
Katie Stabler
Founder & CX Director, CULTIVATE
Ken Carvalho
Kenleigh Carvalho
Head of Resource Planning & BI, Lifeplus
Sam Kelly
Sam Kelly
AI & Automation Specialist, Focus Group

 

What's on at Elevate in London

Time Session
12:00 - 13:00 Registration & networking lunch
13:00 - 13:20 Keynote | From Reset to Renaissance: The Next Era of Smarter CX

Frederic Laziou, CEO, Puzzel
13:20 - 14:00 Live Demo | Puzzel: The System of Resolution

Matt Hughes, Head of Product; Jesper Jonsson, Director of AI Products; Sundeep Boughan, Solutions Director
14:00 - 14:30 Customer Story | From Prospect to Partners: Wave Utilities' CX Transformation Journey

Lissa Wood, Director of SME Customers, Wave Utilities; Richard Tate, Director of Digital, Wave Utilities
14:30 - 15:00 Break
15:00 - 15:30 Industry Keynote | Frost & Sullivan: AI Alone Won't Save Your CX. Leadership Will

Bernardin Arnason, CX & AI Industry Director, Frost & Sullivan
15:30 - 16:00 Panel Discussion | CX Operating Model Reality-Check

Katie Stabler, CULTIVATE; Kenleigh Carvalho, Lifeplus;
Steve Craison, Accent Group; Sam Kelly, Focus Group
16:00 - 16:20 Customer Story | L&Q

Kim Baker, Head of Operational Support Services, L&Q; Carrina Erdos, Quality Assurance Analyst, L&Q
16:20 - 17:00 Wrap-up & networking
17:00 Event close

📍 Barbican Centre, Silk St, Barbican, London EC2Y 8DS

Elevate 26 London

Frequently asked questions.

Is Elevate UK free to attend?
Yes - Elevate UK is free to attend. Capacity is limited, so we recommend registering early.
When is it, and how long is the event?
Elevate UK takes place on 22 April 2026 at the Barbican Centre, London, running 12:00–17:00 (with the main programme starting at 13:00).
Where is the venue and how do I get there?
The Barbican is easy to reach by public transport. Nearest stations are Barbican (4 min walk), Moorgate (7 min), Farringdon (8 min) and St Paul’s (11 min). If travelling by bus, route 153 stops closest (Silk Street stop), and routes 4 and 56 stop at Barbican station. The main entrance is on Silk Street.
Can I bring a colleague?
Absolutely - Elevate is designed for CX and contact centre leadership teams. They will need to register using the form above.
Will the sessions be recorded?
Sessions aren’t recorded, so attending in person is the best way to get the value. If you can’t make the full programme, feel free to attend the sessions most relevant to you - registration is still required.
Accessibility and dietary requirements
We want Elevate to be accessible for everyone, and the venue has step-free access. Please share any accessibility needs and dietary requirements with us at marketing@puzzel.com, and we’ll do our best to accommodate.
What happens after I register?
You’ll receive a confirmation email. Please click the button in the email to add the event to your calendar. Closer to the date, we’ll send practical details to help you plan your visit.
Will there be photography or filming?
There may be event photography for post-event highlights. If you prefer not to be photographed, you can let the team know on the day at check-in.

Shape the future of CX at Elevate '26

Customer expectations are changing, and AI is at the heart of it all. Join us in London for Elevate ‘25, where we’ll dive into the biggest CX trends, explore real-world AI strategies, and share insights to help you stay ahead. Connect with industry experts, network with peers, and walk away with practical takeaways to elevate your customer experience.

Here's what previous participants have to say

Professional from start to finish! It was stimulating to hear other leaders share similar concerns, and the topics were well thought out
Testimonial - 1 (1)
Elevate '24 attendee
CX Director
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