Shaping the Future of CX in the Age of AI

November 7 | 12:30 – 15:00 GMT | Online

Are you ready to go beyond buzzwords and dive
into the real impact of AI on CX?

Elevate ’23: more than an event. Unlike traditional conferences, Elevate ’23 delivers condensed brilliance in just an afternoon. You’ll leave with actionable takeaways that set you up for success. Return to work armed with valuable insights—and the best part? It’s all FREE!

Embrace AI-powered CX transformation

In today’s rapidly evolving business landscape, AI-driven transformation is rewriting the rules of Customer Experience. Don’t get left behind! Elevate ’23 equips you with the strategies to adapt and thrive in this new era.

Exclusive insights from industry experts

Get up close and personal with thought leaders from OpenAI (ChatGPT), Microsoft, Frost & Sullivan and more! Hear directly from the visionaries shaping the future of CX and gain unparalleled insights into the path ahead.

Benchmark and elevate your service

Learn from real-world success stories shared by Puzzel customers. Dive into Puzzel’s latest quantitative research, gleaned from top-tier customer service providers across Europe. Elevate ’23 empowers you to benchmark your service and seize opportunities for growth.

Zack Kass

Technologist and Futurist
at OpenAI

Bernardin Arnason

Industry Principal
at Frost and Sullivan

Thomas Rødseth

Chief Technology Officer
at Puzzel

Xiaopeng Li

Western Europe AI Lead
at Microsoft

Sanjeeva Wimalasena

Head of IT
at David Lloyd

Key themes

In today’s digital-first world, the paradigm shift in customer engagement driven by AI and emerging technologies is undeniable for any customer-centric business. Elevate ’23 is all about you, the attendee, as we explore the crucial issues that matter most in this dynamic landscape.

Join our panel of CX experts and your industry peers as we celebrate success, unleash innovation and elevate excellence in customer engagement in the age of AI. You’ll hear from Bernardin Arnason, Industry Principal at Frost and Sullivan, OpenAI’s Zack Kass, Microsoft’s Western Europe AI Lead, Xiaopeng Li, alongside Puzzel’s leadership team and customers on:

Emerging CX technologies

Harnessing AI and automation

Mastering the customer journey

Empowering self-service

12.30 – 12.40

The state of customer engagement in 2023

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


Frederic Laziou

CEO at Puzzel

12.40 – 13.00

Unleashing transformation: the future of contact centres in 2024 and beyond

Discover the future of customer service with Bernardin Arnason, Industry Principal at Frost and Sullivan. In this keynote, Arnason unveils the evolving landscape of the €1.4 billion European CCaaS market. Learn how CCaaS revolutionises contact centres, offering enhanced technology, efficiency, and scalability.

Arnason explores the varying pace of digital transformation adoption and the critical link between Employee Experience (EX) and Customer Experience (CX). He emphasises the importance of optimising workforce features to elevate agent, supervisor, and manager experiences.

As the digital frontier advances, Arnason will underscore the paramount importance of innovation within the cloud contact centre ecosystem. Don’t miss Arnason’s insights into AI-driven innovation. He reveals how generative AI and language models from industry leaders are reshaping the business landscape. Discover how proper AI investment can position CCaaS operators for success in this rapidly changing industry.


• The critical role of EX
The evolving contact centre workforce
• The power of innovation

Bernardin Arnason

Industry Principal at Frost and Sullivan

13.00 – 13.20

Coming soon!

Tanja Ammentorp

Customer Service Director hos JYSK

13.20 – 13.30


13.30 – 13.55

Preparing for the Next Industrial Revolution

Join Zack Kass, OpenAI executive and futurist for a past present and future look at AI. Zack will provide a brief history of AI, and a glimpse into the future. He’ll also discuss the ways in which AI will likely impact customer experience and customer expectations.


• The state of AI: Where are we and how did we get here? 
• A look to the future: Where are we going and how can you prepare?

Zack Kass

Technologist and Futurist at OpenAI (ChatGPT)

13.55- 14.15

Coming soon!

Sanjeeva Wimalasena

Head of IT at David LLoyd Leisure

14.15 – 14.35

Unveiling the future of AI with Microsoft

Join Xiaopeng Li, Western Europe AI Lead at Microsoft, at Elevate ’23 as he delves into the dynamic role of AI in shaping the future of customer experience. Explore Microsoft’s visionary approach to harvest AI’s ability to augment human productivity and digital engagement. Learn more about the vast possibilities of generative AI and how it can be applied in a responsible manner.

Xiaopeng Li

Cloud and AI Business Lead at Microsoft

14.35 – 15.00

Charting the path forward: Redefining CX in the era of AI

In today’s dynamic business environment, AI-driven transformation is reshaping customer experience norms. Join us for this session to stay ahead of the curve!

In our closing keynote, Puzzel’s CTO, Thomas Rødseth will share his key takeaways from Elevate ’23. Navigating the uncharted waters of AI in customer service, Thomas will emphasise the crucial role of empathy and emotional intelligence. He will also unveil Puzzel’s forthcoming customer engagement roadmap, illuminating the strategic direction that lies ahead.

Don’t miss this opportunity to unravel the enigma of AI-augmented customer experiences and discover how Puzzel leads the way in embracing AI while preserving human connections. Prepare to be inspired, informed, and empowered to shape the future of CX in the age of AI.


• Key Elevate ’23 takeaways
• Connecting the dots: the state of CX
• Future CX predictions and recommendations
• Upcoming Puzzel roadmap 


Thomas Rødseth

CTO at Puzzel

Mark your calendars!

Additional speakers and a full agenda will be announced over the coming weeks. Mark your calendars and join us at Elevate ’23 – the event that will reshape the way you build your organisation’s customer experience in the age of AI.


Elevate ’23 brings together thought leaders, industry experts, and CX enthusiasts from around the world to explore the cutting-edge possibilities that Artificial Intelligence (AI) offers to elevate customer interactions to a new level. With this unique mix of industry luminaries, attendees will be able to hear from some of the best minds in the customer engagement and contact centre industries.

In addition, attendees will gain an understanding of how AI is shaping the future of CX, insights into emerging trends, best practices, and real-world success stories that drive exceptional customer experiences, which they will be able to immediately action in their businesses.

Elevate ’23 is not just an event, it’s your gateway to actionable insights and tangible results.

Elevate ’23 is a free online event designed to bring valuable insights, inspiration, and knowledge to participants without any financial burden. We believe in making education and learning accessible to everyone, which is why there is no registration fee required to join the event. So, mark your calendar and get ready to elevate your skills and knowledge at Elevate ’23 without any cost!

Absolutely! The exclusive access to Elevate ’23 doesn’t end with the event itself. Registered participants will be granted access to the event recordings after the event concludes. This means that if you’ve registered, you’ll have the opportunity to revisit and review all the insightful sessions and valuable content presented during the event. So, make sure you secure your spot and register for Elevate ’23 to enjoy ongoing access to the event’s recordings even after the curtains close.

To ensure you’re always in the know about the latest event details and announcements for Elevate ’23, we’ve got a few options for you:

  • Email notifications: Once you have registered for Elevate ’23, we’ll send you regular updates and important announcements right to your inbox!
  • Event website: Keep an eagle eye on the official Elevate ’23 event website. We’ll be posting all the latest news, schedules, and important information there for your convenience.
  • Social media: Follow us on LinkedIn and stay up to date with exciting updates, sneak peeks, and event highlights!

Secure your spot!

Join our panel of CX experts and your industry peers as we celebrate success, unleash innovation and elevate excellence in customer engagement in the age of AI!