The AI Experience Podcast: From Basics to Breakthroughs

## Why You Can't Miss This EpisodeWhat 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 GuestPasi Örn is a Team Manager at Visma Solutions and the founder and AI Influencer at Tekoäly-influensserit (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- Read more on AI, CX and machine customers: https://www.machinecustomers.fi- Visit our website: https://www.shirute.fi/en- Pasi Örn: https://influensseri.ai and https://www.linkedin.com/in/pasiorn/## Episode SummaryIn 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- Spotify: https://spoti.fi/4iJKy7G- Amazon: https://amzn.to/4gpLY60- YouTube: https://bit.ly/aiexperiencepodcast

Why You Can't Miss This EpisodeHow 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 GuestsPia 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 LinksThe AI Experience Podcast: https://www.aiexperience.fiRead more on AI, CX and digital assistants: https://www.machinecustomers.fi Visit our website: https://www.shirute.fi/enEpisode SummaryIn 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.Follow and Subscribe to us on your favourite platformsPodcast page: https://www.aiexperience.fiApple Podcast: https://apple.co/3VNKTMPSpotify: https://spoti.fi/4iJKy7GAmazon: https://amzn.to/4gpLY60YouTube: https://bit.ly/aiexperiencepodcast

Why You Can't Miss This EpisodeThis episode takes you to the frontline of the AI-native transformation. AI entrepreneur and agentic systems expert Mikko Alasaarela joins host Sirte Pihlaja to discuss the shift from using AI as a tool to designing businesses around AI agents and machine customers.From agent swarms to data strategy and the rise of autonomous machine interactions, this conversation will radically change how you think about customer experience, digital strategy, and the future of work.About the GuestMikko Alasaarela is a responsibility-driven AI entrepreneur, founder of Agion, and co-founder of Agentics Finland. He has founded and invested in tech companies that have raised over $30 million and employed more than 700 people globally. With a career spanning London, Berlin, and San Francisco, Mikko holds several international patents and has won awards such as the Red Dot Design Award and the Global Blockchain Competition in AI. His writings on algorithmic influence have reached tens of millions, and he’s known for making complex ideas deeply accessible.Relevant LinksMikko Alasaarela: https://www.linkedin.com/in/alasaarela/Agentics Finland: https://chat.whatsapp.com/E5aRuzzVUE6156dqWj7lqsThe AI Experience Podcast: https://www.aiexperience.fi CX Masterclass: https://www.cxmasterclass.fiRead more on AI, CX and digital assistants: https://www.machinecustomers.fi Episode SummaryThis episode explores what it means to move from using AI tools to becoming a fully AI-native business. Mikko explains how companies can design agentic organisations, where swarms of AI agents coordinate autonomously and serve both internal operations and external customers.The discussion dives into machine customers, showing how they’re already transforming customer relationships and market dynamics, e.g. how agents buy, negotiate, and interact independently, raising new challenges for CX, governance, and business models.We also explore the European context: Mikko discusses the EU's regulatory response, the importance of digital sovereignty, and why Finland must seize the moment to lead in agentic AI. He highlights Agentics Finland, a fast-growing community building the skills and systems needed for this transformation.Whether you’re a CX leader, strategist, or tech enthusiast, this episode gives you a framework for navigating the agent-powered future.Follow and Subscribe to us on your favourite platformsPodcast 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/aiexperiencepodcastPlease leave a comment, share, and help us promote this podcast. Thank you!

Why You Can't Miss This EpisodeIn 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 GuestAlec 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 LinksAlec Dalton: https://www.linkedin.com/in/alecdalton/Accelerating Leaders: https://www.acceleratingleaders.com/ The AI Experience Podcast: https://www.aiexperience.fiRead more on AI, CX and digital assistants: https://www.machinecustomers.fiVisit our website: https://www.shirute.fi/enEpisode SummaryIn 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 platformsPodcast page: https://www.aiexperience.fiApple Podcast: https://apple.co/3VNKTMPSpotify: https://spoti.fi/4iJKy7GAmazon: https://amzn.to/4gpLY60YouTube: https://bit.ly/aiexperiencepodcastPlease leave a comment, share, and help us promote this podcast. Thank you!

Why You Can't Miss This EpisodeIn this episode, we explore how 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 Linkshttps://www.microsoft.com/en-us/ai/principles-and-approachhttps://www.iso.org/standard/81230.htmlhttps://www.ibm.com/docs/en/watsonx/saas?topic=ai-risk-atlashttps://incidentdatabase.ai/Episode SummaryIn this episode, Ilja Ikonen from 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 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 LearningsAI 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 platformsPodcast page: https://www.aiexperience.fiApple Podcast: https://apple.co/3VNKTMPSpotify: https://spoti.fi/4iJKy7GYouTube: https://bit.ly/aiexperiencepodcastPlease leave a comment, share, and help us promote this podcast. Thank you!

Why You Can't Miss This EpisodeJoin 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 GuestSusanna 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 Linkshttps://www.machinecustomers.fihttps://www.laissa.fihttps://artificialintelligenceact.eu/Episode SummaryWelcome 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 LearningsThe 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.KeywordsEU 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/3VNKTMPSpotify: https://spoti.fi/4iJKy7GYouTube: https://bit.ly/aiexperiencepodcastPlease leave a comment, share, and help us promote this podcast. Thank you!