MACHINE CUSTOMERS ARE COMING

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Why You Can't-Miss This Episode

Dive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if you want to stay ahead in CX.

About the Guest

Sirte Pihlaja is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is also heading the activities of the Customer Experience Professionals Association (CXPA) in Finland. Sirte is an internationally known expert in her field, a trainer, designer, and strategist with over 25 years of experience in advising large domestic and international corporations and brands in different industries (e.g., Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, S-Group, TeliaSonera, Veikkaus, VR and Finnish Broadcasting Company).

Sirte delivers creative solutions in customer experience research and experience design, customer experience management, data-driven business, the voice of customer and reputation management, and concretizing solutions through multi-channel service design.

Relevant Links

https://linkedin.com/in/sirte

https://www.shirute.fi/en

https://www.machinecustomers.fi

The Top 3 Key Learnings

1. Machine Customers Are the Future: Autonomous digital assistants are evolving rapidly, offering businesses a unique opportunity to innovate and engage with a growing market segment.
2. Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience.
3. Prepare for Hyper-Personalization: The rise of machine customers will demand tailored customer journeys and proactive, AI-driven solutions.

Chapters

00:00 Introduction and Guest Presentation

04:18 Exploring the Concept of Machine Customers

06:24 Practical Examples and Uses of Digital Assistants

09:12 Creating and Utilizing Digital Assistants

13:12 Challenges and Opportunities for Companies

23:26 Future of Machine Customers and AI

27:38 Conclusion and Contact Information

Keywords

machine customers, digital assistants, customer experience, CX innovation, autonomous systems, generative AI, hyper-personalization, customer journeys, CX strategy, future of CX, AI in CX, empathy in CX, AI tools, proactive solutions, digital transformation

Final Note

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