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
How do leading Finnish organisations approach AI to drive customer experience and business growth? In this high-level CX Masterclass panel, five C-level executives from Finnair, Fujitsu, Wolt, Veikkaus, and Microsoft Finland share their real-world insights, strategic shifts, and leadership lessons in becoming AI-native. It’s a dynamic conversation full of practical advice, vision, and inspiration for any company ready to transform with AI.
About the Guests
Pia Aaltonen-Forsell is CFO of Finnair, with a focus on operational efficiency and financial strategy in a highly regulated, low-margin industry. Hanna Kivelä is Managing Director at Fujitsu Finland and a member of its European leadership team, known for her digital transformation and resilience leadership. Juhani Mykkänen is a tech entrepreneur, AI communicator, and podcast host, previously co-founder of Wolt. Sari Nevanlinna is Chief Strategy Officer at Veikkaus, steering strategic responses to regulatory change and competition. Teemu Vidgrén is General Manager at Microsoft Finland, helping organisations translate AI into meaningful business outcomes.
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
In this energising panel episode recorded live at the CX Masterclass, Sirte Pihlaja guides a conversation with five distinguished leaders shaping the future of AI in CX. The discussion begins by unpacking what it means to be “AI-native” and quickly dives into the real challenges and opportunities that AI and automation bring to businesses.
From Pia Aaltonen-Forsell’s insights into balancing cost pressures with innovation at Finnair, to Hanna Kivelä’s take on organisational blockers in AI adoption, each speaker shares lessons grounded in leadership, data, and cultural change. Juhani Mykkänen offers a visionary look at Finland’s potential to lead globally in AI-driven public services, while Sari Nevanlinna highlights the importance of regulation-ready CX reinvention at Veikkaus. Teemu Vidgrén explains how Microsoft helps customers scale AI safely and effectively across industries.
The panel also discusses the role of AI agents, mindset shifts, trust-building with digital services, and what every company can do right now to take the first steps toward becoming truly AI-native. This is a must-listen for CX professionals, AI leaders, and decision-makers looking for concrete advice from the front lines.
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