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How can contact centres adapt to evolving consumer behaviour and emerging technologies?

The role of contact centre leaders is changing. It is not only more complex, but it is more visible, critical and strategic than ever before. Given the many ways in which people expect to contact organisations, CX leaders have a bigger responsibility than ever to create and carry out an effective customer experience vision that helps build strong and empathetic relationships with long-term positive outcomes for businesses.

Join Puzzel’s Chief Technology Officer, Thomas Rødseth, and guest speaker, Max Ball, Principal Analyst at Forrester, as they explore the dynamic landscape of CX shaped by consumer expectations. Delve into the transformative technologies that accompany this evolution, with a special emphasis on cultivating empathic customer service.


  • Understanding the evolution of consumer expectations
  • Navigating success and pitfalls
  • Fireside chat: Featuring Forrester


Max Ball

Principal Analyst at Forrsetor

Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact centre platforms.


Thomas Rødseth

Chief Technology Officer at Puzzel

Thomas Rødseth leads our busy Technology team and is responsible for building and developing our innovative cloud solutions. With more than 25 years’ experience in the SaaS and telecoms industry, he is a sought after expert in network engineering, AI and automation, and the future of customer interactions.

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