Breaking the Barriers to AI at Scale

Date: 28 August 2025, 10.00 – 10.30 CET / 9.00 – 09.30 am BST

Location: Virtual

AI is reshaping the way contact centres work – but not every organisation is on the same journey.

Some teams are just getting started, while others are scaling initiatives or leading with advanced strategies.

In this strategy-focused session, Puzzel will explore the four biggest barriers holding teams back from scaling AI- and how different levels of AI maturity are influencing service quality, efficiency, and innovation across the industry.

Based on insights from our CX research, they’ll break down key blockers like:

Process complexity
Knowledge and skills gaps
Data limitations
Legal and compliance concerns

You’ll hear from Matt Hughes (Head of Product), Raïsa van Olden (Product Marketing Director), and Tue Martin Berg (Executive Director) as they unpack how these challenges are impacting organisations — and what separates high-maturity teams from the rest.

Whether you’re just starting out or actively scaling AI across your business, this session will help you pinpoint what’s getting in the way — and how to move forward with more clarity and confidence.

What You’ll Learn

How to assess your current AI maturity and CX readiness
The four major barriers to AI adoption — and how to address them
The real-world impact of AI maturity on service quality and operational efficiency
Actionable next steps to advance your AI journey with confidence