refresh22 | Puzzel European Adventure

Hey there, Puzzeler!

It’s time to finally come together in sunny Barcelona to celebrate our achievements as a company and take the opportunity to get a change of scenery and a fresh perspective.

This year’s theme is ‘refresh’. The pandemic stopped us from coming together and enjoying the advantages of meeting in person for too long.

We’ll spend an action-packed few days reflecting on the purpose and impact of our work, sharing our plans for the future, and preparing for the personal growth journeys that will be key to yours and our success in the remainder of H2 and 2023.

#PuzzelEuropeanAdventure #refresh22

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Who’s who

For over two years now, we have all become acquainted with doing business online where possible, so, understandably, there might be some faces or people you might not recognise. But don’t stress; we’ve got you covered! Everyone will have a lanyard with their full name, but if you want to learn more about that person and their role here at Puzzel, you can check out the company org chat on Catalyst.

Meet the kick-off committee – we’re here to help!


Wednesday, September 28

08.00 – 16.00 CET

Travel to destination

16.00 – 17.00 CET


17.00 – 17.30 CET

Make your way to Ballroom and take your seat

17:30 – 17:45 CET


Where: Ballroom A+B

Frederic Laziou


17:45 – 18:00 CET

#refresh22 – agenda revealed!

Where: Ballroom A+B

Join Anna in Ballroom A+B as she shares the logistics for Puzzel’s European Adventure!

Anna Oom Lindroos

Chief People Officer

18.00 – 19:30 CET

Customer roundtable

Where: Ballroom A+B

Us Puzzelers are a diverse, but we are all united by our shared mission and are inspired by delivering the best products, services and experiences for our customers. 

In this session, Product Marketing Director Alberta Bosco will be joined by Pernille Storgaard, Senior Director at Norlys, Per-Ove Gullachsen, Nordic Project Manager Contact Center at IF, Chérie Dahlin, Customer Service Leader at Granngården and Fredrik Löfgren, Head of Customer Service at Aller Media to chat all things customer service.

Pernille Storgaard

Senior Director at Norlys

Per-Ove Gullachsen

Nordic Project Manager, Contact Center at IF

Chérie Dahlin

Customer Service Leader at Granngården

Fredrik Löfgren

Head of Customer Service at Aller Media

19.30 – 22.30 CET

Dinner is served! 🍽

Where: Foyer and Ballroom A+B

Thursday, September 29

07.00 – 07.30 CET

Morning workout or mindfulness

Where: Meet in the main Hotel Lobby

Start your day right by attending one of our refreshing morning workouts!

– Morning stretch
– Football on the beach 
– Run at the beech 
– Swim in the ocean 

Nette Leikas

Marketing Manager

Jonathan Allan

Chief Marketing Officer

Alexander Kosev

System Engineer

Nenko Nenkov


Simeon Mladenov

Front-end Developer

08:00- 09:00 CET


Where: Main restaurant

Breakfast is often called ‘the most important meal of the day’, and for good reason. Fun fact: As the name suggests, breakfast breaks the overnight fasting period. It replenishes your supply of glucose to boost your energy levels and alertness, while also providing other essential nutrients required for good health.

09.00 – 09.15 CET

Day two introductions

Where: Ballroom C

Join Anna and Jonathan in Ballroom C as they share the logistics for Puzzel’s European Adventure, day two.

Jonathan Allan

Chief Marketing Officer

Anna Oom Lindroos

Chief People Officer

09.15 – 09.45 CET

Inspiration: Visionary

Where: Ballroom C

In this session, James Revell, Director of International Contact Centres at Air France will share his top-tips for delivering great customer service and staying ahead of the curve.

James is a seasoned customer service leader, having worked at the heart of contact centres in various roles at Air France KLM for over 15 years now.  More recently he was General Manager for the multi-channel, multi-lingual, multi-award-winning European Centre in London.  Now he heads up all in-house contact centres for the group globally.  James is also a head judge for the UK National Contact Centre Awards and a lead judge for the European Contact Centre and Customer Service Awards.

James Revell

Air France

09.45 – 10.00 CET

Coffee and tea break

10:00 – 10:45 CET

Frederic keynote

Where: Ballroom C

In this session, our CEO Frederic reveals the answers to all your burning questions.

Frederic Laziou


10.45 – 11.30 CET

How to make customers and consumers love our products

Where: Ballroom C

Here at Puzzel we’re always innovating and releasing new features to keep our customers’ up to date with the latest CX and technology trends.

In this session, Thomas will remind us of some exciting improvements we’ve made this year to the Puzzel customer service platform and what’s to come in 2023 and beyond.

Thomas Rødseth


11:30 – 16:00 CET

Outdoor team building activity and lunch

Where: Ballroom C

In this session, we will get outdoors and explore Barcelona’s charming streets, which are home to jewels of Catalan modernist architecture, magical alleyways and boulevards known round the world!

Meet your city tour guides, Nette and Stellan in Ballroom C for more information.

Nette Leikas

Marketing Manager

Stellan Kristiansson

Marketing Manager

16:00 – 19:00 CET

Change for dinner and free time at the hotel

19:00 – 20:00 CET

Drinks reception

Where: Ballroom C

20:00 – 22:00 CET

Dinner and entertainment

Where: Glasshouse

Join us in the hotel’s glasshouse for an evening full of excitement, fun and celebration. 

22.00 CET onwards


Where: Ballroom C

Don’t forget to bring your dancing shoes!

Friday, September 30

07.00 – 08:30 CET


Where: Main restaurant

Breakfast is often called ‘the most important meal of the day’, and for good reason. Fun fact: As the name suggests, breakfast breaks the overnight fasting period. It replenishes your supply of glucose to boost your energy levels and alertness, while also providing other essential nutrients required for good health.

08:30 – 09:30 CET

Breakout sessions

Breakout session 1: Platform Strategy
Where: Ballroom C2

Come to learn more about why and how we are building a new CX platform in Azure UK. How will the customers reach our applications in the new platform? Also we are going to dive into the One Identity project that will merge six different logins for our customers into one. Want to use Friday morning to something useful, come enlighten yourself!

Breakout session 2: How to make customers love us and stay with us
Where: Ballroom C3

Join my session on how CSG work to make our customers love us and stay with us. I will walk though how we enable, adopt and care for our customers. We have a lot of exiting initiatives for 2023, and this is also an opportunity to get a sneak peek and possibly influence our 2023 plans.

Breakout session 3: How to best support customer journeys using Puzzel’s Smart Bot
Where: MR 3+4

The session we will go through what Puzzels take and strategy is in building chat bots. What differentiate us from the competition and how easy we can build support for different customer journeys.

Breakout session 4: Corporate social responsibility session
Where: MR 6

Planet, People and Technology. What is it? Why does it matter?

As digital technology changes consumers’ behaviour and preferences, it’s not the only thing impacting their decisions. Nowadays 89% of customers expect companies to clearly state their values and 90% expect them to clearly demonstrates those values.

In some instances, customers have stopped buying from companies whose values didn’t align with theirs. This trend is also influencing B2B purchases. 75% of business buyers say vendors’ ethics is becoming one of the key factors of a purchase decision.

At Puzzel we have strong ethical values that translates commitments to our customers but it’s now time to go beyond this and demonstrate to the market and the wider society how we actively contribute to a greener and cleaner planet and a more equal society.

Let’s get together to discuss how we can use technology to help the planet and the people in our societies.

Breakout session 5: Women in Puzzel
Where: MR 5

One of the Breakout sessions on the Kick Off is “Women at Puzzel”. Here you can read what it is all about and also find links to inspirational podcasts.

Breakout session 6: Pricing and Packaging
Where: Ballroom C1

Join us in Ballroom C1 as Jonathan Allan shares the new Puzzel Packages and the process Puzzel went through when designing the new packages. He will explain how the new and improved packages will help increase sales’ win rate and lead to greater customer satisfaction. 


– Puzzel Product Packages overview
– Training and collateral 
– Packages pricing
– Packages project process
– Next steps

Jan Rygh

Director of Development

Jo Sverre Lindem


Andreas Cronström

Product Owner

Frederic Laziou


Alberta Bosco

Product Marketing Director

Jonathan Allan

Chief Marketing Officer

09:30 – 10:00 CET

Puzzel European Adventure wrap-up

Where: Ballroom C

Hopefully you all feel refreshed and rejuvenated come the end of Puzzel’s European Adventure. Before we all go our separate ways, Frederic, Anna and Jonathan would like to say a few last words.

Frederic Laziou


Anna Oom Lindroos

Chief People Officer

Jonathan Allan

Chief Marketing Officer

10:00 – 12:00 CET

Hotel checkout

What’s in my goodie bag?

Here at Puzzel, we know every moment matters and so does our planet.

Your goodie bag is recyclable, so please make sure you dispose of it correctly. If there is anything you do not want from your goodie bag, please give it to a member of the kick-off team.

  • Puzzel Sun Cap: Whether you’re a hat person or not, protecting yourself from the sun is key. It’s all sun and games until you get sun burnt!
  • Suitcase tracker: In today’s ‘anywhere’ world, suitcase trackers give you opportunity to check your luggage, from anywhere so you can have peace of mind that your luggage is safe.
  • Breath mints: keep it fresh 😉

Got questions? We’re here to help!

General questions or an emergency:

Questions about transportation, busses or City tour: