Get Connected 2019

Sep 19

Central London China Exchange
32a Gerrard St, London W1D 6JA

Headline Sponsors

Registration Closed

Welcome to the Hybrid Workforce – Humans and Technology Working Together

Date: Thursday 19th September 2019
Time: 9:00 – 14:00 including lunch
Location: China Exchange: 32A Gerrard St, London W1D 6JA

Join fellow customer experience professionals at Get Connected 2019.  Puzzel’s annual event attracts over 150 contact centre and customer service practitioners and the focus this year is on the hybrid workforce where technology and humans work together.

As customers and employees span different generations, engagement and dialogues take on a greater role at an individual level.  For contact centres this means offering new ways of working and creates a new type of employee.

We will also consider the potential impact of replacing humans and technology across channels and how agents will welcome technology that presents them with the right information at the right time to help them do their job.

This is your opportunity to Get Connected with a hybrid workforce where technology and humans work seamlessly together to meet both customer and employee demands.

Get Connected is a free half-day conference and places are limited so book your place now!

Please note that this conference is for end users.  Other registrations may be rejected.  If you have questions regarding registration please contact

Event timetable

Time Presented by Event

Arrivals & Registration


Andy McDonald - Sales Director UK & Ireland | Puzzel

Welcome note


Ziba Goddard - Head of Core Consulting | Cowry Consulting

Using Behavioural Science to Supercharge your Customer Experience

The increased focus on technological innovation in CX has meant that we are losing the human touch. Cowry will show how combining technological innovation with psychological innovation can lead to transformational results.


James Dodkins -Customer Experience Rockstar | Rockstar CX

Rules For Rockstars

Customer experience rockstar and host of Amazon Prime’s “This Week in CX”, James Dodkins will share stories, ideas, frameworks and mindsets to guarantee that you turn your customer experience up to 11.


Coffee Break


Marije Gould - VP of Marketing EMEA | Verint

Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations

Presentation of the results from a new large-scale study – Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectation.
Changing behaviours and digital natives are transforming the future workplace, attitudes towards automation and what employees expect of their employers. Marije will share her thoughts on the impact of the “always-on” era on the future generation of customers and employees.


Mark Briant & Rob Smith - Co-Founders | Mobfit

Wellbeing Strategy for your Contact Centre

With an impressive background in client consulting, Mark and Rob will discuss how best to build a well-being strategy that is engaging and effective. They will discuss the key ingredients that all contact centres should consider. Including:
The importance of finding out what your people need as well as want and why convenience plays such an important role.
Engaging content, why it matters and how to provide it.
Accidental Support Groups - what they are and how they’ve proved such a hit with their clients.


Thomas Rødseth - CTO | Puzzel

Mashud Ahmed - Innovation Manager | Puzzel

Level-up with Hybrid Workforce!

With an increased focus on self-service capabilities, the issues being managed by agents become more and more complex. However, expectations on quality and agent efficiency remain as high as ever. As a result managers are struggling with increased training demand. Puzzel’s latest development focuses on helping agents and managers with these challenges by bringing information into one unified agent application that can integrate different applications and information sources. You will see a live demonstration of how Puzzel’s Agent Assist, using AI, can augment agents with instant access to information from other enterprise applications such as Chatbots, Knowledgebase and previous customer interactions.


Networking & Lunch

Guest Speakers

James Dodkins

Customer Experience Rockstar

Rockstar CX

James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. Not only is he an international keynote speaker,#1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James is one of the world’s top customer experience influencers and content creators.

Ziba Goddard

Head of Core Consulting

Cowry Consulting

Following an undergraduate degree in Experimental Psychology and a Masters in Clinical Psychology, Ziba was drawn to business and spent time working in organisational effectiveness at Bank of New York Mellon.

Ziba is currently Head of Core Consulting at Cowry Consulting and uses the latest thinking in Behavioural Economics, psychology and 'nudge' theory to deliver award-winning programmes for clients such as Tesco, Sky and Aegon.

Marije Gould

VP of Marketing EMEA


Marije Gould is the VP of Marketing, EMEA at Verint Systems. Marije joined the company in July 2012 to lead the EMEA marketing team with a focus on four key areas: demand generation, customer marketing, partner marketing and brand awareness. She brings 20 years international B2B marketing experience to the role. Prior to joining Verint Systems, Marije was global VP of marketing at Tandberg Data. Marije lives in the UK, and has an MA in Management and Organisation from Radboud University in the Netherlands.

Rob Smith



Rob is passionate about human movement and educating clients how to stay active in the workplace. Previously he ran a financial markets search firm, helping companies build global teams of traders and brokers,before pursuing his passion for health and fitness. Rob’s fitness goals are constantly changing and he uses himself as a guinea pig for all different methods of training. He has competed in boxing, completed triathlons and ultra marathons, trained in mixed martial arts, and is currently learning gymnastics! He is a Level 3 Qualified PT & Fitness Instructor and has spoken to audiences at Google, Deloitte & GSK.


Mashud Ahmed

Innovation Manager


Thomas Rødseth