Report

Frost Radar™:
EMEA Customer Experience Platforms, 2025 

Frost & Sullivan’s report benchmarks 20+ EMEA companies, selecting industry leaders for deeper evaluation across Growth and Innovation criteria to determine their position on the Frost Radar™. 

Puzzel is recognised in the Accelerated Growth category, reflecting our strong European presence and our ability to integrate new acquisitions while keeping performance high. The report also highlights our strengthened leadership and full brand transformation, reinforcing Puzzel’s position as a modern, AI-driven customer experience partner, not just a CCaaS provider. 

 

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The future of CX. 

As customer expectations rise and technology decisions become more complex, the Frost Radar™ offers an objective view of which CX platforms are truly leading. See how Puzzel ranks and why our position matters for organisations planning their next steps in AI-enabled service.  

AI-driven support. Human-first experiences.  

Real contact centre results. 

Trends

Macroeconomic trends shifting the CX landscape. 

While Europe shows signs of stabilising inflation and low unemployment, US–EU trade disruptions and cautious investor sentiment continue to influence the market. Despite these pressures, the CX ecosystem remains resilient, making agility and adaptability essential for providers moving forward. 

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Innovation

A clear strategy powered by safe and practical AI 

Puzzel’s innovation strategy centres on enhancing agent performance with secure, real-world AI, balanced with the human empathy that customer service depends on. Our North Star principle guides this approach: automate when it matters, bring empathy when it really matters. 

With European data hosting, strong GDPR alignment, and compliance with the EU AI Act, Puzzel meets customers wherever they are on their AI maturity journey: enabling safe, practical adoption at every stage. 

 

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Growth

Sustainable growth internally and externally 

Puzzel continues its accelerated growth through new customers, expanded partnerships, and ongoing executive team development. With expansion from the Nordics to six offices across Europe, supporting complex requirements-local language, regulation, and data sovereignty-is built directly into Puzzel’s platform capabilities. 

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Frost™ perspective 

Roadmap and strategy that grows with you

Puzzel’s product roadmap, with its focus on agentic AI, partner ecosystems, and geographic growth, is well-positioned to become a European market leader and maintain its competitive edge. With a stable trajectory and a clear focus, Puzzel is set to remain a European CX leader for years to come. 

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Prepare for 2026 with insights that help you drive innovation, improve operational efficiency, and deliver exceptional customer experiences. 

 

What you’ll gain from the full report: 

  • Objective analysis of Puzzel’s roadmap and 2026 strategy 

  • Frost & Sullivan’s comprehensive evaluation of CX platforms across Europe, the Middle East, and Africa 
  • Recognition of providers that combine innovation, strategic vision, and sustained growth 

 

Frost & Sullivan 2025

 
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