The AI Experience Podcast: From Basics to Breakthroughs

About The AI Experience Podcast: From Basics to Breakthroughs

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 (https://www.youtube.com/@aiexperiencepodcast) More information: www.shirute.fi (https://www.shirute.fi) and www.machinecustomers.fi (https://www.machinecustomers.fi) and www.koneasiakkaat.fi (https://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

Publisher

Sirte Pihlaja

Category

business · technology

Language

en

Explicit

No

First episode

17 Dec 2024

Latest episode

5 May 2026

Latest episodes

11 episodes in the feed.

1. 

   5 May 2026

   AI Is Not About the Toolset - It's About the Mindset

   ## Why You Can't Miss This Episode What if getting more out of AI isn’t about the tools, but your mindset? In this episode, AI influencer and keynote speaker Pasi Örn shares how naming his AI assistant AiMo and treating it like a real colleague transformed the way he works. From winning the Elisa AI Vision Challenge overnight to building websites in minutes with vibe coding, Pasi shows that how you think about AI matters more than any tool. Whether you're just starting or already experienced, this episode will challenge your approach. ## About the Guest Pasi Örn is a Team Manager at Visma Solutions and the founder and AI Influencer at Tekoäly-influensserit (influensseri.ai (http://influensseri.ai)). He helps creators and businesses use AI in smarter, more creative ways. A keynote speaker and active voice in the AI space, Pasi spoke at our CX Masterclass on using AI creatively in everyday work. He hosts the podcast Tekoälyinfluensserit, where Sirte recently joined to discuss machine customers and the future of CX. ## Relevant Links - The AI Experience Podcast: https://www.aiexperience.fi (https://www.aiexperience.fi) - Read more on AI, CX and machine customers: https://www.machinecustomers.fi (https://www.machinecustomers.fi) - Visit our website: https://www.shirute.fi/en (https://www.shirute.fi/en) - Pasi Örn: https://influensseri.ai (https://influensseri.ai) and https://www.linkedin.com/in/pasiorn/ (https://www.linkedin.com/in/pasiorn/) ## Episode Summary In this episode, Sirte Pihlaja and Pasi Örn explore what it really means to use AI as a co-creator instead of just a tool. Pasi shares how everything changed when he named his AI assistant AiMo and began treating it like a colleague: adding context, asking follow-ups, and having real conversations. This shift led to better thinking, better prompts, and better outcomes. He illustrates this through his Elisa AI Vision Challenge win, where talking through ideas with AiMo helped him refine a concept for a personal AI assistant (“tukiäly”) designed to support elderly and digitally excluded users in navigating complex services. Pasi also highlights how voice interaction has boosted his productivity by allowing richer input than typing. He discusses “vibe coding” and tools like Lovable, which enable non-technical users to build dashboards, niche tools, and even websites quickly, lowering the barrier to innovation. The conversation then moves to the future of CX and machine customers. Pasi reflects on his takeaways from CX Masterclass, connecting it to our lives: AI agents could soon make decisions on behalf of users based on real needs, values, budget, and priorities. While this opens the door to better decision-making, human oversight remains essential. For businesses, this means becoming AI-discoverable, building trust for both humans and machines, without losing the human connection at the core of CX. ### Follow and Subscribe - Apple Podcast: https://apple.co/3VNKTMP (https://apple.co/3VNKTMP) - Spotify: https://spoti.fi/4iJKy7G (https://spoti.fi/4iJKy7G) - Amazon: https://amzn.to/4gpLY60 (https://amzn.to/4gpLY60) - YouTube: https://bit.ly/aiexperiencepodcast (https://bit.ly/aiexperiencepodcast)

2. 

   1 Feb 2026

   6 300 Hours Saved Monthly: How Berner Is Becoming AI-Native

   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 (https://www.aiexperience.fi) Read more on AI, CX and digital assistants: https://www.machinecustomers.fi (https://www.machinecustomers.fi) Visit our website: https://www.shirute.fi/en (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. Follow and Subscribe to us Podcast page: https://www.aiexperience.fi (https://www.aiexperience.fi) Apple Podcast: https://apple.co/3VNKTMP (https://apple.co/3VNKTMP) Spotify: https://spoti.fi/4iJKy7G (https://spoti.fi/4iJKy7G) Amazon: https://amzn.to/4gpLY60 (https://amzn.to/4gpLY60) YouTube: https://bit.ly/aiexperiencepodcast (https://bit.ly/aiexperiencepodcast)

3. 

   1 Jan 2026

   CX & AI – Finnish Leadership in Action

   C-level executives Pia Aaltonen-Forsell, Hanna Kivelä, Juhani Mykkänen, Sari Nevanlinna, and Teemu Vidgrén discuss Finnish organizations using AI to drive customer experience and business growth in an interview with Sirte Pihlaja.

4. 

   5 Dec 2025

   What It Really Takes to Build Human-Centred AI in Customer Experience

   Mari Eklund, Vice President at DNA, discusses building human-centered AI in customer experience, emphasizing leadership, cultural shifts, and governance for AI that supports human interaction in this interview.

5. 

   9 Nov 2025

   From AI Tools to AI-Native - How Agents Are Rewiring Business

   AI entrepreneur Mikko Alasaarela discusses with host Sirte Pihlaja the transition to AI-native businesses, exploring agent swarms and autonomous machine interactions, in this interview.

6. 

   16 Oct 2025

   Can Europe Lead in AI – or Will Regulation Hold Us Back?

   Host Sirte Pihlaja interviews Member of the European Parliament Aura Salla about Europe's AI regulation efforts, exploring the balance between leading in AI and avoiding stifling innovation, and the implications for customer experience.

7. 

   12 Jun 2025

   Humanizing AI: Lessons from Luxury Hospitality

   Alec Dalton, Executive Director at Accelerating Leaders, discusses with Sirte Pihlaja how AI elevates human elements within customer service and strengthens customer and employee experiences, in this interview.

8. 

   2 Apr 2025

   Agentic AI and GEO in Action: Powering Hyper-Personalised and Emotionally Intelligent CX

   Why You Can't Miss This Episode In this groundbreaking episode of The AI Experience, we sit down with digital transformation leader Kieran Gilmurray to explore the rise of Agentic AI—autonomous systems capable of learning, reasoning, and acting like human coworkers. We also unveil Generative Engine Optimisation (GEO), the next evolution beyond SEO. From emotionally intelligent avatars to AI-powered psychometric targeting, this episode shows how the future of CX is hyper-personal, always-on, and powered by AI that truly “gets” us. About the Guest Kieran Gilmurray is a globally recognised thought leader in Generative AI and digital transformation. As CEO, author, and Top 50 Global Generative AI Influencer, Kieran helps businesses unlock the power of Agentic AI and data to drive growth, innovation, and exceptional customer experiences. Relevant Links Website: https://KieranGilmurray.com (https://KieranGilmurray.com) Digital Twin: https://hey.speak-to.ai/kieran-gilmurray (https://hey.speak-to.ai/kieran-gilmurray) X: https://twitter.com/KieranGilmurray (https://twitter.com/KieranGilmurray) YouTube: https://www.youtube.com/c/KieranGilmurray (https://www.youtube.com/c/KieranGilmurray) Spotify: https://tinyurl.com/KieranSpotify (https://tinyurl.com/KieranSpotify) Episode Summary Kieran Gilmurray joins Sirte Pihlaja to share his insights on Agentic AI, a new era of autonomous AI systems that collaborate, adapt, and even converse with emotional intelligence. These AI agents are transforming everything from customer support to content strategy. We dive deep into GEO, a crucial response to the shifting digital landscape where traditional search engines no longer dominate discovery. Kieran explains how brands must now optimise their presence for LLMs and AI-driven interactions, or risk becoming invisible. The episode also explores real-world applications: from one-person companies powered by digital coworkers to AI-driven avatars delivering emotionally intelligent customer service. Kieran challenges listeners to adapt their business models before generative search takes over—and urges leaders to embrace psychometric profiling, multilingual AI, and always-on digital agents that elevate the human experience. Top 3 Key Learnings Agentic AI enables self-directed, emotionally intelligent digital coworkers who transform how businesses operate and serve customers. GEO is replacing SEO—brands must now optimise for generative engines, not just human search behaviour. Emotion is the new frontier of AI, with psychometric profiling and avatars delivering truly personalised, human-like experiences. Follow and Subscribe to us Podcast page: https://www.aiexperience.fi (https://www.aiexperience.fi) Apple Podcast: https://apple.co/3VNKTMP (https://apple.co/3VNKTMP) Spotify: https://spoti.fi/4iJKy7G (https://spoti.fi/4iJKy7G) YouTube: https://bit.ly/aiexperiencepodcast (https://bit.ly/aiexperiencepodcast)

9. 

   2 Mar 2025

   Leading the Way in Responsible AI: Verkkokauppa.com's Pioneering Journey in AI Governance

   Why You Can't Miss This Episode In this episode, we explore how Verkkokauppa.com (http://Verkkokauppa.com), Finland’s leading online retailer, has pioneered AI governance, balancing innovation with responsibility. Our guest, Ilja Ikonen, the company's CIO and CISO, shares how they built their AI governance framework, the principles guiding it, and how they ensure transparency, fairness, and compliance while driving AI-powered innovation. Relevant Links https://www.microsoft.com/en-us/ai/principles-and-approach (https://www.microsoft.com/en-us/ai/principles-and-approach) https://www.iso.org/standard/81230.html (https://www.iso.org/standard/81230.html) https://www.ibm.com/docs/en/watsonx/saas?topic=ai-risk-atlas (https://www.ibm.com/docs/en/watsonx/saas?topic=ai-risk-atlas) https://incidentdatabase.ai/ (https://incidentdatabase.ai/) Episode Summary In this episode, Ilja Ikonen from Verkkokauppa.com (http://Verkkokauppa.com) joins us to explore how AI governance plays a crucial role in ensuring ethical AI implementation. We discuss the principles of AI governance, including transparency, fairness, and compliance, and how Verkkokauppa.com (http://Verkkokauppa.com) applies them in real-world business operations. Ilja also shares insights into the challenges and opportunities that arise when deploying AI-driven solutions in e-commerce and how they ensure their AI models remain ethical and accountable. Additionally, we touch on the European AI regulations, how companies can prepare for compliance, and what best practices businesses should adopt to stay ahead in responsible AI adoption. Top 3 Key Learnings AI Governance is a Business Imperative – Companies that proactively establish AI governance frameworks can enhance trust and mitigate risks. AI Impact Assessment: Conducting comprehensive AI impact assessments helps identify potential risks, fairness issues, and compliance requirements effectively. AI Strategy Hierarchy: Developing a multi-level AI strategy that empowers individual departments to manage their own AI use cases fosters innovation and accountability. Follow and Subscribe to us on your favourite platforms Podcast page: https://www.aiexperience.fi (https://www.aiexperience.fi) Apple Podcast: https://apple.co/3VNKTMP (https://apple.co/3VNKTMP) Spotify: https://spoti.fi/4iJKy7G (https://spoti.fi/4iJKy7G) YouTube: https://bit.ly/aiexperiencepodcast (https://bit.ly/aiexperiencepodcast) Please leave a comment, share, and help us promote this podcast. Thank you!

10. 

    17 Jan 2025

    AI Governance in Practice: Responsible AI and Risk Management in Artificial Intelligence

    Why You Can't Miss This Episode In this engaging episode, Iiris Lahti, Head of Services and Customer Success at Saidot, explores the critical intersection of AI governance and innovation. Learn how organisations can balance creativity and compliance, develop responsible AI solutions, and foster trust among customers and employees. From actionable steps for small businesses to insights on regulatory frameworks like the EU AI Act, this episode is a must-listen for leaders navigating the rapidly evolving AI landscape. About the Guest Iiris Lahti is a seasoned expert in AI and data with extensive experience helping businesses implement ethical and trustworthy AI solutions. At Saidot, she leads efforts to create governance frameworks that ensure safe and effective AI use across industries such as media, healthcare, and government. Her hands-on approach to fostering innovation through governance makes her a leading voice in responsible AI practices. Relevant Links https://www.linkedin.com/in/iiris-lahti (https://www.linkedin.com/in/iiris-lahti) www.saidot.ai (https://www.saidot.ai) https://artificialintelligenceact.eu (https://artificialintelligenceact.eu) www.agenticai.fi (https://www.agenticai.fi) www.machinecustomers.fi (https://www.machinecustomers.fi) Episode Summary In this episode, host Sirte Pihlaja from Shirute discusses the world of AI governance with Iiris Lahti. They focus on how businesses can align their AI strategies with ethical practices. With her extensive experience in AI and data, Iiris offers practical advice for navigating compliance requirements like the EU AI Act. She also discusses the importance of creating AI inventories, understanding risks, and implementing effective governance frameworks. Iiris highlights how companies can empower their teams through AI literacy, risk management, and accessible governance tools like Saidot. By adopting a structured, transparent approach, organisations can meet regulatory standards and accelerate their AI time-to-market, creating trust and driving impactful innovation. Whether it's deploying AI in CX, EX, or operational systems, this conversation offers valuable insights for all AI enthusiasts and professionals. Top 3 Key Learnings AI Governance as an Enabler: Implementing governance frameworks increases AI time-to-market and supports responsible innovation. Empowerment through Literacy: Enhancing AI literacy within organisations builds confidence in AI usage and mitigates risks effectively. Balancing Innovation and Compliance: Clear guidelines and sandbox environments foster innovation while maintaining regulatory adherence. Follow and Subscribe to us on your favourite platforms Podcast page: https://www.aiexperience.fi (https://www.aiexperience.fi) Apple Podcast: https://apple.co/3VNKTMP (https://apple.co/3VNKTMP) Spotify: https://spoti.fi/4iJKy7G (https://spoti.fi/4iJKy7G) YouTube: https://bit.ly/aiexperiencepodcast (https://bit.ly/aiexperiencepodcast) Please leave a comment, share, and help us promote this podcast. Thank you!

11. 

    17 Dec 2024

    The EU AI Act: Navigating Regulation, Corporate Responsibility, and Innovation in CX and EX

    Why You Can't Miss This Episode Join us for the debut episode of The AI Experience Podcast, as host Sirte Pihlaja welcomes Susanna Mäkelä to an engaging discussion on the EU AI Act, a groundbreaking regulation shaping artificial intelligence across industries. This episode explores the Act's actual impact on CX and EX, the role of corporate responsibility in compliance, innovation, and strategies to bridge the gap between ethical principles and practical implementation. Tune in to learn how businesses can turn ethical principles into actionable strategies and prepare for a future shaped by AI innovation and regulation. About the Guest Susanna Mäkelä is a distinguished Legal Advisor at Laissa, a boutique law firm. She brings a wealth of experience in technology law, AI governance, data management, and cybersecurity. Her career has included roles at global giants like Microsoft and Nokia, where she has worked in diverse regions, including Finland, the U.S., Japan, and Belgium. With her proactive, business-focused approach, Susanna excels in guiding organizations through the complexities of AI governance and ethical compliance. Her expertise spans navigating legal challenges and fostering readiness for technological shifts, making her a pivotal voice in responsible AI and ethical innovation. Relevant Links https://www.machinecustomers.fi (https://www.machinecustomers.fi) https://www.laissa.fi (https://www.laissa.fi) https://artificialintelligenceact.eu/ (https://artificialintelligenceact.eu/) Episode Summary Welcome to the debut episode of The AI Experience, hosted by Sirte Pihlaja. This episode features Susanna Mäkelä, who explores the EU AI Act and its wide-reaching implications. The conversation covers the evolving landscape of artificial intelligence regulation, highlighting its potential to drive innovation while enforcing ethical practices. Susanna underscores the need to view AI regulation as more than compliance. She explains how the EU AI Act presents challenges and opportunities and offers insights on turning abstract principles into practical strategies for enhancing workplace experiences and customer interactions. This discussion reveals how AI regulations shape organizational culture, leadership, and the future of work, making it a vital listen for leaders and innovators navigating the AI era. The Top 3 Key Learnings The Purpose of the EU AI Act: Understanding how the regulation fosters innovation while ensuring ethical and responsible AI development. Ethics in Action: Turning high-level ethical principles into practical strategies for real-world application. Cultural Transformation: The broader impact of AI regulations on corporate culture, management innovation, and employee experience. Keywords EU AI Act, artificial intelligence, AI regulation, corporate responsibility, ethical AI, customer experience, employee experience, AI compliance, innovation, ethical principles, actionable strategies, AI innovation. Follow and Subscribe to The AI Experience Podcast on your favourite platforms: Apple Podcast: https://apple.co/3VNKTMP (https://apple.co/3VNKTMP) Spotify: https://spoti.fi/4iJKy7G (https://spoti.fi/4iJKy7G) YouTube: https://bit.ly/aiexperiencepodcast (https://bit.ly/aiexperiencepodcast) Please leave a comment, share, and help us promote this podcast. Thank you!

Who has been a guest on The AI Experience Podcast: From Basics to Breakthroughs

Names identified in recent episode analyses. Showing up to five guests.

• Pia Aaltonen-Forsell
• Hanna Kivelä
• Juhani Mykkänen
• Sari Nevanlinna
• Teemu Vidgrén

Podcast Authority Score: 5 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

10

Social presence

0

YouTube

0

Engagement

0

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