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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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.
Theo, joining us from Sweden, will help us capture the Puzzel European Adventure and leave us with some amazing photos that we treasure forever.
Maddison Rose
Maddison is part of the Nubreed team and will be helping us make the event as magical as possible.
Elly Boshell
Elly is part of the Nubreed team and will be helping us make the event as magical as possible.
Joseph Wicks
Joe heads up the Nubreed team and will be helping us make the event as magical as possible.
Jonathan Allan
Chief Marketing Officer
Jon is from our London office and heads up the Marketing team.
Nette Leikas
Nette is from our Sweden office and part of our marketing team. Nette will be leading our outdoor team building activity and one of our morning workouts!
Stellan Kristiansson
Stellan is from our Malmö office and part of our marketing team. Stellan will be leading our outdoor team building activity with Nette.
Emily Phillips
Emily is from our London office and is our UK HR Manager.
Anna Oom Lindroos
Anna is from our Sweden office and heads up People and Talent.
Janne Rönnestad
Janne is from our Norway office and is our Norwegian HR Manager.
Desislava Obretenova
Desislava is from our Bulgaria office and is our Bulgarian HR Manager.
Rachael Russell
UK Marketing Manager
Rachael is from our London office and part of our marketing team.
Timetable
Time
Event
Speaker/host
Wednesday, September 28
08.00 – 16.00 CET
Travel to destination
Hola! Got some free time? Why not learn some Spanish phrases!
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
QA
Simeon Mladenov
Front-end Developer
08:00- 09:00 CET
Breakfast
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
CEO
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
CTO
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
Afterparty
Where: Ballroom C
Don’t forget to bring your dancing shoes!
Friday, September 30
07.00 – 08:30 CET
Breakfast
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.
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.
Agenda
– Puzzel Product Packages overview – Training and collateral – Packages pricing – Packages project process – Next steps
Jan Rygh
Director of Development
Jo Sverre Lindem
CCO
Andreas Cronström
Product Owner
Frederic Laziou
CEO
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
CEO
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:
Anna Oom Lindroos, Chief People Officer +46738523405