Elevate Virtual 2026 | Where the next season of CX begins

CX season starts in

5 November 2026 | 10:00 CET

Online

CX season starts in

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Trend #3

Empowering agents

AI is transforming customer service, and at Elevate '25, you'll learn how to harness its potential. From AI-powered agents to generative AI, discover how it can empower your agents. Some text about agent happiness.

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Track #4

What's next for the industry

The contact centre landscape is evolving rapidly, and businesses that fail to adapt risk falling behind. Together, we’ll uncover what’s next. Hear from CX experts and industry peers as we explore new technologies and their transformative impact on customer experience.

Customer Story: Pensam

This edition brings a customer story from Pensam, a leading name in financial services in Denmark. Already building towards a near-full AI ecosystem, Pensam is moving fast — hear what that looks like in practice, and how it all comes together.

Product & innovation sessions

Get a first look at where we’re taking the Puzzel platform. Meet Max, our new AI agent built to resolve routine customer requests rather than just respond to them. It draws on what your business knows and the systems you already run, and passes to your team with full context whenever a person is needed. Join the pilot conversation and see how it could shape your 2027 roadmap.

Independent insight & research

Previous Elevate events have featured analysts from the likes of Forrester and Frost & Sullivan, sharing the latest research on where CX is heading, and what separates leaders from the rest. Expect the same calbibre of independent perspective in November.

Anders Cruse

Head of Department at Pensam

Kristi Dramdal

Customer Care Manager at Bolia

Xander

Xander Freeman

Digital Content Director at Call Centre Helper

Robert Aaslie

Product Manager at NetNordic

Frederic

Frederic Laziou

CEO at Puzzel

Pradeep

Pradeep Sankaran

CPO at Puzzel

Tjeerd

Tjeerd Veninga

Revenue Enablement Director at Puzzel

Steven Balding

AI Engineering Manager at Puzzel

A look at the day

10:15 - 10:55

Introducing Max: Puzzel’s new AI agent that resolves customer requests - Pradeep Sankaran, CPO at Puzzel

Most customer service AI can answer a question. Far less of it can finish the job.

That’s the gap Max is designed to close. It connects Puzzel’s AI with what your business knows and the systems you already run, so it can resolve routine requests rather than just respond to them, and hand over to your team with the full context when a person is needed. In this session, you’ll get a live preview of Max and size what it could be worth for organisations like yours.

You’ll also hear about the Max pilot programme, and how to apply to be one of the small group of customers shaping Max with us.

11:05 - 11:35

Customer story: From first steps to full ecosystem: Pensam's AI journey - Anders Cruse, Head of Department at PenSam

Pensam didn't just adopt AI — it's become the foundation of how their CX ecosystem runs. In this session, Anders Cruse shares how Pensam is using AI-powered tools to support agents in real time, capture insightsfrom every conversation, and serve customers faster and more consistently. An honest look at what'sworking, what they've learned, and what's coming next.