THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership MACHINE CUSTOMERS ARE COMING
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://www.machinecustomers.fi
The Top 3 Key Learnings
- 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.
- Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience.
- 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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