Why You Can't Miss This Episode

This 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 Guest

Mikko 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 Links

Mikko Alasaarela: https://www.linkedin.com/in/alasaarela/

Agentics Finland: https://chat.whatsapp.com/E5aRuzzVUE6156dqWj7lqs

The AI Experience Podcast: https://www.aiexperience.fi

CX Masterclass: https://www.cxmasterclass.fi

Read more on AI, CX and digital assistants: https://www.machinecustomers.fi

Episode Summary

This 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.

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Why You Can't Miss This Episode

In this compelling episode of The AI Experience Podcast, Member of the European Parliament Aura Salla pulls back the curtain on the EU’s ambitious yet contested AI regulation efforts. With experience on both sides of the policy table—from Meta to Brussels—she shares a rare insider view on how Europe can lead in AI without regulating itself into irrelevance.

We unpack the real-world implications of the AI Act, the gaps in the new Apply AI strategy, and what Europe must do now to scale trustworthy, competitive AI. We also spotlight how regulation impacts digital experience design, customer trust, and innovation—core concerns for CX and EX professionals.

About the Guest

Aura Salla is a Member of the European Parliament representing the Finnish National Coalition Party (EPP). She serves on the Internal Market and Consumer Protection Committee (IMCO) and is an influential voice on EU digital policy. Previously, she was Head of EU Affairs at Meta and has held several senior advisory roles in the European Commission and Parliament.

Connect with Aura Salla

LinkedIn

Instagram

Facebook

Blue Sky

Relevant Links

Read more on AI, CX and digital assistants: https://www.machinecustomers.fi

Visit our website: https://www.shirute.fi/en

And don’t miss our upcoming CX Masterclass in November (www.cxmasterclass.fi) where we’ll explore how Agentic AI and machine customers are reshaping service experiences.

Episode Summary

In this episode, host Sirte Pihlaja and MEP Aura Salla dive deep into the strategic, competitive, and ethical questions shaping Europe’s AI future.

Aura critiques the lack of cohesion and scale in current EU strategies like the Apply AI roadmap and challenges the notion that more regulation leads to more trust. She calls for harmonisation, capital markets union, and bold procurement reform to empower European innovators.

We also explore CX-relevant topics like how to regulate when the “customer” may not be a human, discussing the role of Agentic AI, machine customers, and how EU policy is (or isn’t) keeping up.

This episode is a must-listen for CX and EX leaders navigating AI in Europe—and anyone wondering whether the EU can stay globally competitive while setting the rules of the game.

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Why You Can't Miss This Episode

In 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 Guest

Alec 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 Links

Alec Dalton: https://www.linkedin.com/in/alecdalton/

Accelerating Leaders: https://www.acceleratingleaders.com/

The AI Experience Podcast: https://www.aiexperience.fi

Read more on AI, CX and digital assistants: https://www.machinecustomers.fi

Visit our website: https://www.shirute.fi/en

Episode Summary

In 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.

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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

Digital Twin: https://hey.speak-to.ai/kieran-gilmurray

X: https://twitter.com/KieranGilmurray

YouTube: https://www.youtube.com/c/KieranGilmurray

Spotify: 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.

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Why You Can't Miss This Episode

In 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 Links

https://www.microsoft.com/en-us/ai/principles-and-approach

https://www.iso.org/standard/81230.html

https://www.ibm.com/docs/en/watsonx/saas?topic=ai-risk-atlas

https://incidentdatabase.ai/

Episode Summary

In 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 Learnings

1. AI Governance is a Business Imperative – Companies that proactively establish AI governance frameworks can enhance trust and mitigate risks.
2. AI Impact Assessment: Conducting comprehensive AI impact assessments helps identify potential risks, fairness issues, and compliance requirements effectively.
3. AI Strategy Hierarchy: Developing a multi-level AI strategy that empowers individual departments to manage their own AI use cases fosters innovation and accountability.
4. Follow and Subscribe to us on your favourite platforms

• Podcast page: https://www.aiexperience.fi
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Please leave a comment, share, and help us promote this podcast. Thank you!

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

www.saidot.ai

https://artificialintelligenceact.eu

www.agenticai.fi

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
• Apple Podcast: https://apple.co/3VNKTMP
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Please leave a comment, share, and help us promote this podcast. Thank you!

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.laissa.fi

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.

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Please leave a comment, share, and help us promote this podcast. Thank you!