The AI Experience Podcast: From Basics to Breakthroughs
Claim This Podcastby Sirte Pihlaja
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Podcast Overview
<p>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.</p><p></p><p>Watch the show on YouTube; <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/@aiexperiencepodcast">https://www.youtube.com/@aiexperiencepodcast</a></p><p>More information: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.shirute.fi">www.shirute.fi</a> and <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.machinecustomers.fi">www.machinecustomers.fi</a> and <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.koneasiakkaat.fi">www.koneasiakkaat.fi</a></p><p></p><p>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</p><p>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</p>
Language
🇺🇲
Publishing Since
12/17/2024
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Recent Episodes
May 5, 2026
AI Is Not About the Toolset - It's About the Mindset
<p>## Why You Can't Miss This Episode</p><p>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.</p><p>## About the Guest</p><p>Pasi Örn is a Team Manager at Visma Solutions and the founder and AI Influencer at Tekoäly-influensserit (<a target="_blank" rel="noopener noreferrer nofollow" href="http://influensseri.ai">influensseri.ai</a>). 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.</p><p>## Relevant Links</p><p>- The AI Experience Podcast: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.aiexperience.fi">https://www.aiexperience.fi</a></p><p>- Read more on AI, CX and machine customers: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.machinecustomers.fi">https://www.machinecustomers.fi</a></p><p>- Visit our website: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.shirute.fi/en">https://www.shirute.fi/en</a></p><p>- Pasi Örn: <a target="_blank" rel="noopener noreferrer nofollow" href="https://influensseri.ai">https://influensseri.ai</a> and <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/pasiorn/">https://www.linkedin.com/in/pasiorn/</a></p><p>## Episode Summary</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p><p>### Follow and Subscribe</p><p>- Apple Podcast: <a target="_blank" rel="noopener noreferrer nofollow" href="https://apple.co/3VNKTMP">https://apple.co/3VNKTMP</a></p><p>- Spotify: <a target="_blank" rel="noopener noreferrer nofollow" href="https://spoti.fi/4iJKy7G">https://spoti.fi/4iJKy7G</a></p><p>- Amazon: <a target="_blank" rel="noopener noreferrer nofollow" href="https://amzn.to/4gpLY60">https://amzn.to/4gpLY60</a></p><p>- YouTube: <a target="_blank" rel="noopener noreferrer nofollow" href="https://bit.ly/aiexperiencepodcast">https://bit.ly/aiexperiencepodcast</a></p>
February 1, 2026
6 300 Hours Saved Monthly: How Berner Is Becoming AI-Native
<p><strong>Why You Can't Miss This Episode</strong></p><p>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.</p><p>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.</p><p><strong>About the Guest</strong></p><p><strong>Joona Honka</strong> 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.</p><p><strong>Relevant Links</strong></p><ul><li>The AI Experience Podcast: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.aiexperience.fi">https://www.aiexperience.fi</a></li><li>Read more on AI, CX and digital assistants: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.machinecustomers.fi">https://www.machinecustomers.fi</a></li><li>Visit our website: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.shirute.fi/en">https://www.shirute.fi/en</a></li></ul><p><strong>Episode Summary</strong></p><p>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.</p><p>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.</p><p>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.</p><p>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.</p><p><strong>Follow and Subscribe to us</strong></p><p>Podcast page: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.aiexperience.fi">https://www.aiexperience.fi</a></p><p>Apple Podcast: <a target="_blank" rel="noopener noreferrer nofollow" href="https://apple.co/3VNKTMP">https://apple.co/3VNKTMP</a></p><p>Spotify: <a target="_blank" rel="noopener noreferrer nofollow" href="https://spoti.fi/4iJKy7G">https://spoti.fi/4iJKy7G</a></p><p>Amazon: <a target="_blank" rel="noopener noreferrer nofollow" href="https://amzn.to/4gpLY60">https://amzn.to/4gpLY60</a></p><p>YouTube: <a target="_blank" rel="noopener noreferrer nofollow" href="https://bit.ly/aiexperiencepodcast">https://bit.ly/aiexperiencepodcast</a></p>
January 1, 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.
11 total episodes available
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- What is The AI Experience Podcast: From Basics to Breakthroughs?
<p>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.</p><p></p><p>Watch the show on YouTube; <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/@aiexperiencepodcast">https://www.youtube.com/@aiexperiencepodcast</a></p><p>More information: <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.shirute.fi">www.shirute.fi</a> and <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.machinecustomers.fi">www.machinecustomers.fi</a> and <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.koneasiakkaat.fi">www.koneasiakkaat.fi</a></p><p></p><p>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</p><p>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</p> - How often does this podcast release new episodes?
This podcast updates daily.
- Where can I listen to this podcast?
This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
No, this podcast does not typically feature guests.
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