In this episode, Merete, Joanna, and Sirte Pihlaja discuss the evolving landscape of customer experience (CX) and the significant role of artificial intelligence (AI) in shaping it. Sirte, known as the 'AI whisperer', shares insights on how AI can enhance customer and employee experiences, emphasizing the need for a human-centric approach. The conversation explores the concept of 'machine customers' and their implications for businesses, highlighting the necessity for companies to adapt their strategies to accommodate these digital entities. The episode also touches on the importance of creativity in CX and the ongoing efforts to grow the Customer Experience Professionals Association (CXPA) in Finland. In this conversation, Sirte Pihlaja discusses the transformative impact of AI on customer service, emphasizing the need for businesses to adapt to AI-driven customer interactions. She highlights the importance of creating effective digital assistants and leveraging AI for customer insights, while also addressing the role of AI in promoting inclusivity and accessibility. The discussion culminates in reflections on achievements in customer experience and the collaborative efforts to enhance human connections through technology.

Read more about Sirte and her work on the following links:

Website:
www.shirute.fi/en

You can follow Sirte on social media:
LinkedIn: https://www.linkedin.com/in/sirte I Follow me on LinkedIn
Instagram: https://www.instagram.com/sirteace
Facebook: https://www.facebook.com/shirute
Interested in AI, Agentic AI, Machine Customers, Digital Assistants and AI Twins?:

www.machinecustomers.fi I www.koneasiakkaat.fi (Digital Assistants Experience Report)www.aiexperience.fi (The AI Experience Podcast)

Talk with my AI Twin (Sirte AI)bit.ly/cx5book (The CX5 Book)
CX and CEM Benchmark:
www.shirute.fi/en/cemwww.cxmasterclass.fibit.ly/cx3book 

(The CX3 Book)

LEGO Serious Play & Creativity:

www.cxplay.fi I www.tosileikki.fibit.ly/cx2book (The CX2 Book)