Sirte Pihlaja, CEO and LEGO Serious Play Facilitator, discusses the importance of creativity in adulthood, the innovative LEGO Serious Play methodology, and the evolving landscape of customer experience in Finland. She shares insights on transitioning from journalism to CX, implementing AI in CX, and upcoming trends in the industry.

In this podcast, the guest Sirte Pihlaja, CEO and CX expert, discusses the power of Lego Serious Play and its role in unleashing creativity and innovation in business. They also talk about the future of customer experience, the launch of a CX management benchmarking tool, and the importance of tapping into our innate creativity.

Sirte Pihlaja, CEO of Shirute, discusses the rise of machine customers and their impact on CX and EX. Topics include designing for machine customer experience, utilizing AI personal assistants, and preparing for the future of AI in business. The podcast explores the significance of workshop design, the role of AI in contact centers, and the shift towards AI agents initiating interactions.

From exploring the connection between LEGO and customer experience to unlocking creativity through LEGO Serious Play, this episode discusses how play methods can enhance customer interactions, journey mapping, and design. The guest shares insights on leveraging play to create better customer experiences and integrating play into business for a customer-centric culture.

The podcast delves into Sirte Pihlaja's journey as a CX expert, emphasizing the importance of diverse career backgrounds. It explores using Lego for CX innovation, virtual teams in financial services, and the impact of Lego Serious Play beyond team building. The discussion highlights the importance of genuine customer experiences, employee well-being, and adapting to evolving customer needs during the pandemic.