The AI Experience Podcast: From Basics to Breakthroughs
The AI Experience Podcast: From Basics to Breakthroughs
Podcast Description
Explore how Artificial Intelligence is transforming customer and employee experiences in this engaging podcast series. Hosted by Sirte Pihlaja, CEO of Shirute and Head of Team at CXPA Finland, the series dives into the latest AI innovations, ethical questions, and practical strategies for organisations. Featuring insights from global experts and trailblazers, each episode offers actionable guidance to help you navigate the evolving AI landscape and unlock its potential for better CX and EX. Whether new to AI or a seasoned pro, this is your guide to understanding and leveraging AI responsibly and effectively.Watch the show on YouTube; https://www.youtube.com/@aiexperiencepodcastMore information: www.shirute.fi and www.machinecustomers.fi and www.koneasiakkaat.fiAbout Sirte Pihlaja - CEO I CCXP I AI Whisperer I Trained LEGO® Serious Play® Facilitator I Global #1 BestSelling Author I Top 25 CX Influencer I Keynote Speaker I Board Member I CXPA Finland Lead I CX Champion in Caribbean, Europe & South East AsiaAI, artificial intelligence, Agentic AI, machine customers, digital assistants, AI Assistants, AI agents, customer experience, experience, customer service, service, transformation, cx transformation, digital transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, CCXP, CXPA, employee experience, innovation, creativity, cx culture, cx design, cx architecture, service culture, people first, human being, purpose
Podcast Insights
Content Themes
The podcast focuses on the transformative impact of artificial intelligence across various sectors with themes including AI governance, ethical AI practices, and the EU AI Act, featuring episode examples like the exploration of responsible AI with industry leaders, actionable strategies for compliance, and discussions on enhancing AI literacy in organizations.
Explore how Artificial Intelligence is transforming customer and employee experiences in this engaging podcast series. Hosted by Sirte Pihlaja, CEO of Shirute and Head of Team at CXPA Finland, the series dives into the latest AI innovations, ethical questions, and practical strategies for organisations. Featuring insights from global experts and trailblazers, each episode offers actionable guidance to help you navigate the evolving AI landscape and unlock its potential for better CX and EX. Whether new to AI or a seasoned pro, this is your guide to understanding and leveraging AI responsibly and effectively.
Watch the show on YouTube; https://www.youtube.com/@aiexperiencepodcast
More information: www.shirute.fi and www.machinecustomers.fi and www.koneasiakkaat.fi
About Sirte Pihlaja – CEO I CCXP I AI Whisperer I Trained LEGO® Serious Play® Facilitator I Global #1 BestSelling Author I Top 25 CX Influencer I Keynote Speaker I Board Member I CXPA Finland Lead I CX Champion in Caribbean, Europe & South East Asia
AI, artificial intelligence, Agentic AI, machine customers, digital assistants, AI Assistants, AI agents, customer experience, experience, customer service, service, transformation, cx transformation, digital transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, CCXP, CXPA, employee experience, innovation, creativity, cx culture, cx design, cx architecture, service culture, people first, human being, purpose
Why You Can’t Miss This Episode
Berner’s AI transformation is more than a case study; it’s a blueprint. In this episode, Joona Honka, Head of AI & Analytics at Berner, shares how the company turned AI into an organisational superpower. From training 89% of their knowledge workers to saving over 6,300 hours every month, Berner shows what it takes to scale AI sustainably, responsibly, and with measurable business impact.
Whether you’re starting your own AI journey or already mid-transformation, Joona’s real-world insights and practical advice will inspire and inform. This episode reveals how culture, leadership, and custom solutions come together to create real value with AI.
About the Guest
Joona Honka is the Head of AI & Analytics at Berner, a Finnish company with over 140 years of history. Since joining in 2019 as the company’s first-ever data analyst, Joona has led Berner’s transformation into an AI-empowered organisation. He has built a cross-functional AI team, launched company-wide training, and helped embed AI into daily operations, all while driving forward a culture of learning, experimentation, and ethical AI use.
Relevant Links
- The AI Experience Podcast: https://www.aiexperience.fi
- Read more on AI, CX and digital assistants: https://www.machinecustomers.fi
- Visit our website: https://www.shirute.fi/en
Episode Summary
How does a legacy company with no analytics background become one of Finland’s most AI-forward organisations? In this episode, Joona Honka walks us through Berner’s incredible shift toward becoming AI-native.
Joona explains how Berner started its journey in 2020 with limited resources and a one-person AI team. He outlines the evolution from piloting machine learning to training over 300 employees in generative AI tools, and why custom projects like sales forecasting and LLM-powered customer service automation became the key to unlocking measurable ROI.
We talk about the challenges Berner faced: outdated mindsets, siloed data, lack of training. But also into the powerful solutions: creating internal training courses, launching weekly “AI Morning Coffees,” embedding ethical guidelines, and building a cross-functional AI team to govern tools and innovation.
AI at Berner isn’t just about productivity. It’s part of how people work, learn, and grow. It’s embedded in onboarding. It’s used in everything from packaging design to public tenders. And it’s backed by a strategy that puts people first, builds competence, and drives continuous innovation.
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