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
In this powerful episode of The AI Experience Podcast, Alec Dalton shares how AI can be used not to replace—but to elevate—the human elements of service. With stories drawn from his experience at Disney and the Ritz-Carlton, Alec shows us how AI, when grounded in empathy, can deepen customer and employee experiences in meaningful ways.
From operationalizing emotional intelligence to enabling hyper-personalized service, this episode is packed with insights that will shift your thinking on what truly makes service exceptional in the digital age.
About the Guest
Alec Dalton is Executive Director at Accelerating Leaders and a Certified Customer Experience Professional (CCXP). With a background at world-renowned brands like Disney and the Ritz-Carlton, Alec brings deep expertise in hospitality, leadership development, and emotional service design. He helps organizations across the globe design emotionally intelligent cultures and integrate AI to enhance—not diminish—human connection.
Relevant Links
Alec Dalton: https://www.linkedin.com/in/alecdalton/
Accelerating Leaders: https://www.acceleratingleaders.com/
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
In this episode, host Sirte Pihlaja and Alec Dalton explore the future of customer and employee experience in the age of AI.
Alec shares his journey from luxury hospitality into CX leadership, emphasizing that the core of great service is empathy and emotional intelligence—qualities that can and should be infused into AI systems.
They discuss how today’s AI has evolved from rigid scripts to truly conversational tools, and the importance of overcoming customer skepticism rooted in outdated experiences. Alec highlights how brands must now serve both human and machine customers, designing content and interactions for both audiences simultaneously.
From practical tips on training employees for AI literacy to inspiring use cases like Disney’s AI-enhanced character experiences, Alec emphasizes that humane intelligence must remain central in all digital transformation efforts. He calls for intentionality in how we design and deploy AI, ensuring it reflects brand tone, context, and care—making every interaction feel personal and real.
Follow and Subscribe to us on your favourite platforms
Podcast page: https://www.aiexperience.fi
Apple Podcast: https://apple.co/3VNKTMP
Spotify: https://spoti.fi/4iJKy7G
Amazon: https://amzn.to/4gpLY60
YouTube: https://bit.ly/aiexperiencepodcast
Please leave a comment, share, and help us promote this podcast. Thank you!

Disclaimer
This podcast’s information is provided for general reference and was obtained from publicly accessible sources. The Podcast Collaborative neither produces nor verifies the content, accuracy, or suitability of this podcast. Views and opinions belong solely to the podcast creators and guests.
For a complete disclaimer, please see our Full Disclaimer on the archive page. The Podcast Collaborative bears no responsibility for the podcast’s themes, language, or overall content. Listener discretion is advised. Read our Terms of Use and Privacy Policy for more details.