In this episode, we speak with Frederic Laziou, CEO, Puzzel, a leading European provider of cloud-based contact center solutions, helping businesses deliver seamless customer service across multiple channels. Their AI-powered CX platform integrates voice, email, chat, and social media, enhancing efficiency and personalization. With 25+ years of experience, Puzzel continues to innovate, ensuring businesses stay ahead in customer engagement. We talked with Frederic about their journey well on their way to reaching 100m Euro in ARR, how M&A has been an important strategy, and a focus on defining a product operating model that supports sustainable and continued growth. Specifically in this episode, we discuss how a focus on building the right things from a product perspective is key, which also at times means sunseting product programs and features that don't support the P&L in a positive manner. How do you assess which features are adding real value versus those that are just adding complexity? Once you identify redundant or low-value features, what practical steps do you take to sunset them? How do you communicate this to customers, and what challenges can you expect to face in ensuring a smooth transition? What are the biggest cultural or leadership challenges shifting from a "feature factory" mindset to an outcome-driven approach? This and much more. Tune in to learn mode from Frederic and his team's journey moving away from a feature factory to an outcome-driven product approach that drives tangible financial value to both the customer and the business.

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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