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SHAPING THE FUTURE OF CX IN THE AGE OF AI

November 7 | 12:30 – 15:00 GMT | Online


 * Home
 * Speakers
 * Themes
 * Agenda


ARE YOU READY TO GO BEYOND BUZZWORDS AND DIVE
INTO THE REAL IMPACT OF AI ON CX?



Elevate ’23: more than an event. Unlike traditional conferences, Elevate ’23
delivers condensed brilliance in just an afternoon. You’ll leave with actionable
takeaways that set you up for success. Return to work armed with valuable
insights—and the best part? It’s all FREE!




EMBRACE AI-POWERED CX TRANSFORMATION

In today’s rapidly evolving business landscape, AI-driven transformation is
rewriting the rules of Customer Experience. Don’t get left behind! Elevate ’23
equips you with the strategies to adapt and thrive in this new era.


EXCLUSIVE INSIGHTS FROM INDUSTRY EXPERTS

Get up close and personal with thought leaders from OpenAI (ChatGPT), Microsoft,
Frost & Sullivan and more! Hear directly from the visionaries shaping the future
of CX and gain unparalleled insights into the path ahead.


BENCHMARK AND ELEVATE YOUR SERVICE

Learn from real-world success stories shared by Puzzel customers. Dive into
Puzzel’s latest quantitative research, gleaned from top-tier customer service
providers across Europe. Elevate ’23 empowers you to benchmark your service and
seize opportunities for growth.


ZACK KASS

Technologist and Futurist
at OpenAI



BERNARDIN ARNASON

Industry Principal
at Frost and Sullivan



TANJA AMMENTORP

Customer Service Director
at JYSK


XIAOPENG LI

Western Europe AI Lead
at Microsoft



SANJEEVA WIMALASENA

Director of IT
at David Lloyd


KEY THEMES

In today’s digital-first world, the paradigm shift in customer engagement driven
by AI and emerging technologies is undeniable for any customer-centric business.
Elevate ’23 is all about you, the attendee, as we explore the crucial issues
that matter most in this dynamic landscape.

Join our panel of CX experts and your industry peers as we celebrate success,
unleash innovation and elevate excellence in customer engagement in the age of
AI. You’ll hear from Bernardin Arnason, Industry Principal at Frost and
Sullivan, OpenAI’s Zack Kass, Microsoft’s Western Europe AI Lead, Xiaopeng Li,
alongside Puzzel’s leadership team and customers on:




EMERGING CX TECHNOLOGIES


HARNESSING AI AND AUTOMATION


MASTERING THE CUSTOMER JOURNEY


EMPOWERING SELF-SERVICE



TimetableTimeEventSpeaker 12.30 – 12.40

The state of customer engagement in 2023

Join Puzzel’s CEO, Frederic Laziou, as he ignites the stage at Elevate ’23!
Delve into the ever-evolving realm of customer engagement and witness how
customer service leaders have masterfully adapted to meet the dynamic landscape
of agent and customer expectations. 

Drawing from Puzzel’s latest research, Frederic will share actionable insights
from leading customer service providers across Europe.

Topics:
• An introduction to “Elevate ’23”
• Quantitative research: The current state of customer engagement 
• Lessons from the past: Envisioning the path ahead in 2024 and beyond


FREDERIC LAZIOU

CEO at Puzzel

12.40 – 13.00

Unleashing transformation: the future of contact centres in 2024 and beyond

Discover the future of customer service with Bernardin Arnason, Industry
Principal at Frost and Sullivan. In this keynote, Arnason unveils the evolving
landscape of the €1.4 billion European CCaaS market. Learn how CCaaS
revolutionises contact centres, offering enhanced technology, efficiency, and
scalability.

Arnason explores the varying pace of digital transformation adoption and the
critical link between Employee Experience (EX) and Customer Experience (CX). He
emphasises the importance of optimising workforce features to elevate agent,
supervisor, and manager experiences.

As the digital frontier advances, Arnason will underscore the paramount
importance of innovation within the cloud contact centre ecosystem. Don’t miss
Arnason’s insights into AI-driven innovation. He reveals how generative AI and
language models from industry leaders are reshaping the business landscape.
Discover how proper AI investment can position CCaaS operators for success in
this rapidly changing industry.

Topics:

• The critical role of EX
• The evolving contact centre workforce
• The power of innovation


BERNARDIN ARNASON

Industry Principal at Frost and Sullivan

13.00 – 13.20

Unlocking seamless customer experiences with JYSK

Are you curious to discover how JYSK, Denmark’s largest retailer, achieves a
world-class customer experience spanning 3,100 stores, 21 customer service
centres, 28 web shops, and a presence in 51 countries?

Join us as Tanja Ammentorp sheds light on JYSK’s commitment to fostering
collaboration between Retail, B2B, and Customer Service to enhance the
customer’s journey. Gain insights into their current focus areas for their new
customer service strategy, including customer feedback, self-service solutions,
and the future of AI. 

Topics:

•Elevating customer experiences
•Harnessing valuable customer feedback
•JYSK’s customer service Strategy revealed


TANJA AMMENTORP

Customer Service Director at JYSK

13.20 – 13.30

Break

13.30 – 13.55

Preparing for the Next Industrial Revolution

Join Zack Kass, OpenAI executive and futurist for a past present and future look
at AI. Zack will provide a brief history of AI, and a glimpse into the future.
He’ll also discuss the ways in which AI will likely impact customer experience
and customer expectations.

Topics:

• The state of AI: Where are we and how did we get here? 
• A look to the future: Where are we going and how can you prepare?


ZACK KASS

Technologist and Futurist at OpenAI (ChatGPT)

13.55- 14.15

Synergising physical and digital realms: David Lloyd’s CX Strategy unveiled

Join Sanjeeva Wimalasena, IT Director at David Lloyd, as he unveils how David
Lloyd is reshaping the way members experience their fitness and wellness
journey. David Lloyd offers a comprehensive lifestyle experience beyond a
fitness destination, seamlessly intertwining physical and online realms to craft
indelible journeys for its loyal members.

During this session, Sanjeeva will delve into the company’s transformation plans
for its CX strategy and share their aspirations for delivering a premium
customer experience. He will provide valuable insights into the customer journey
maps for both the physical and online worlds, outlining their systematic
approach to reviewing the entire customer journey. You’ll also discover how
David Lloyd plans to elevate their utilisation of customer feedback as a
cornerstone for refining services and enhancing member satisfaction.

Discover the essence of David Lloyd’s CX vision and their forward-looking AI
plans, all designed to preserve the essential human touch while intelligently
automating processes, ensuring an authentic connection that members have come to
cherish from the brand.

Topics:

• David Lloyd’s CX vision and upcoming strategy plans
• Forging synergy between the physical and digital worlds
• The art of AI with a human touch


SANJEEVA WIMALASENA

Director of IT at David LLoyd Leisure

14.15 – 14.35

Unveiling the future of AI with Microsoft

Join Xiaopeng Li, Western Europe AI Lead at Microsoft, at Elevate ’23 as he
delves into the dynamic role of AI in shaping the future of customer experience.
Explore Microsoft’s visionary approach to harvest AI’s ability to augment human
productivity and digital engagement. Learn more about the vast possibilities of
generative AI and how it can be applied in a responsible manner.


XIAOPENG LI

Cloud and AI Business Lead at Microsoft

14.35 – 15.00

Charting the path forward: Redefining CX in the era of AI

In today’s dynamic business environment, AI-driven transformation is reshaping
customer experience norms. Join us for this session to stay ahead of the curve!

In our closing keynote, Puzzel’s CTO, Thomas Rødseth will share his key
takeaways from Elevate ’23. Navigating the uncharted waters of AI in customer
service, Thomas will emphasise the crucial role of empathy and emotional
intelligence. He will also unveil Puzzel’s forthcoming customer engagement
roadmap, illuminating the strategic direction that lies ahead.

Don’t miss this opportunity to unravel the enigma of AI-augmented customer
experiences and discover how Puzzel leads the way in embracing AI while
preserving human connections. Prepare to be inspired, informed, and empowered to
shape the future of CX in the age of AI.

Topics:

• Key Elevate ’23 takeaways
• Connecting the dots: the state of CX
• Future CX predictions and recommendations
• Upcoming Puzzel roadmap 


THOMAS RØDSETH

CTO at Puzzel


FAQS


WHAT IS ELEVATE ’23?

Elevate ’23 brings together thought leaders, industry experts, and CX
enthusiasts from around the world to explore the cutting-edge possibilities that
Artificial Intelligence (AI) offers to elevate customer interactions to a new
level. With this unique mix of industry luminaries, attendees will be able to
hear from some of the best minds in the customer engagement and contact centre
industries.

In addition, attendees will gain an understanding of how AI is shaping the
future of CX, insights into emerging trends, best practices, and real-world
success stories that drive exceptional customer experiences, which they will be
able to immediately action in their businesses.

Elevate ’23 is not just an event, it’s your gateway to actionable insights and
tangible results.


IS THERE A REGISTRATION FEE?

Elevate ’23 is a free online event designed to bring valuable insights,
inspiration, and knowledge to participants without any financial burden. We
believe in making education and learning accessible to everyone, which is why
there is no registration fee required to join the event. So, mark your calendar
and get ready to elevate your skills and knowledge at Elevate ’23 without any
cost!


WILL THE RECORDINGS BE MADE AVAILABLE POST EVENT?

Absolutely! The exclusive access to Elevate ’23 doesn’t end with the event
itself. Registered participants will be granted access to the event recordings
after the event concludes. This means that if you’ve registered, you’ll have the
opportunity to revisit and review all the insightful sessions and valuable
content presented during the event. So, make sure you secure your spot and
register for Elevate ’23 to enjoy ongoing access to the event’s recordings even
after the curtains close.


HOW CAN I STAY UPDATED ABOUT EVENT DETAILS AND ANNOUNCEMENTS?

To ensure you’re always in the know about the latest event details and
announcements for Elevate ’23, we’ve got a few options for you:

 * Email notifications: Once you have registered for Elevate ’23, we’ll send you
   regular updates and important announcements right to your inbox!
 * Event website: Keep an eagle eye on the official Elevate ’23 event website.
   We’ll be posting all the latest news, schedules, and important information
   there for your convenience.
 * Social media: Follow us on LinkedIn and stay up to date with exciting
   updates, sneak peeks, and event highlights!


SECURE YOUR SPOT!

Join our panel of CX experts and your industry peers as we celebrate success,
unleash innovation and elevate excellence in customer engagement in the age of
AI!



Call us on: +44 333 300 0066

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