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The recent CXPA Finland event, "AI in Customer Experience Development – Practical Applications," held in December in Helsinki, brought together a diverse group of customer experience professionals eager to explore how AI can be applied in real-world scenarios to elevate customer interactions and business insights.  Sirte Pihlaja, CEO at Shirute and Head of Team at CXPA Finland, opened the workshop This event, co-created by CXPA Finland, Enreach, Shirute, Digiole, and Prifina, provided a unique opportunity for attendees to gain hands-on experience with AI technologies and discover innovative ways to integrate AI into their customer experience strategies. The agenda focused on practical use cases rather than theoretical concepts, making it especially impactful for businesses looking to implement AI-driven solutions today. The event was hosted at Enreach offices in Helsinki. Thank you for inviting us all and creating such a warm and welcome atmosphere! Agentic AI is Transforming the Customer Experience Landscape The event opened with Sirte Pihlaja, CEO at Shirute and Head of Team at CXPA Finland, together with Valto Loikkanen, Co-founder & CXO at Prifina & Senior Advisor at Digiole, providing an insightful introduction to the age of intelligent agents. They did a great job in getting everyone up to speed on the basics of Agentic AI. Together, they explored the concept, unpacking its various forms—such as digital assistants, machine customers, Personal AI, and digital twins—and their transformative impact on customer interactions and business models. The session provided a clear overview of these technological advancements for customer experience professionals and business developers, offering valuable insights into staying ahead in this rapidly evolving landscape. Sirte’s talk "Encounters with artificial intelligence - digital assistants in the role of the customer" provided attendees with a comprehensive understanding of the opportunities and challenges presented by AI-powered digital customers, emphasizing the need for CX professionals to evolve alongside these emerging technologies to maintain a competitive edge. "Agentic AI isn’t just a tool; it’s a paradigm shift in how businesses engage with customers. By bringing autonomy and intelligence into interactions, AI allows us to rethink customer journeys from the ground up. At the CXPA Finland event, I shared how these technologies enable organisations to move beyond transactional relationships, creating adaptive and personalised experiences that align with the evolving needs of both human and machine customers," says Pihlaja. Transforming Customer Service with Voice and Artificial Intelligence Enreach brought forward compelling insights into the future of voice in customer experience through two impactful presentations. Henna Rundgren, Head of Marketing, People and Culture at Enreach, explored how voice is evolving into a key interface for customer interactions in her talk "Welcome to the World of Voice". She highlighted the transformative potential of call data in enabling enhanced customer experiences. Complementing this, Jenni Jokiperä, Director, Customer Experience at Enreach, delivered a practical perspective in her presentation "AI in Customer Service: Examples of Combining Voice and Artificial Intelligence". Jenni demonstrated how AI-powered solutions combined with voice technology are revolutionising customer service. Her examples showcased how businesses can improve customer experiences, boost sales, and build lasting relationships by integrating voice and AI. Together, these talks underscored Enreach’s commitment to shaping the future of voice-driven, AI-enhanced customer interactions. Talking Product AI – Bringing Products to Life A key highlight of the event was the Talking Product AI presentation by Matias Nurmi from Digiole. Talking Product AI transforms products into interactive, conversational tools, allowing customers to engage directly with the products themselves. This groundbreaking approach enhances customer engagement, provides instant access to rich product information, and offers businesses valuable insights into customer behavior and preferences.  Matias Nurmi, from Digiole, presenting Talking Product AI By giving products a voice, Talking Product AI empowers brands to deliver a more dynamic and engaging experience while gathering real-time feedback and usage patterns. Attendees were able to see firsthand how this technology can revolutionize customer interactions by creating a deeper connection between consumers and products. "The hands-on approach and real-world examples provided invaluable insights into how AI can revolutionize customer experience." Personal AI Twins: Enhancing Everyday Life with Tailored Digital Companions Valto Loikkanen, representing Prifina, a partner of Digiole, presented a compelling vision of personal AI twins as transformative digital companions designed to enhance daily life. These AI-powered assistants go beyond streamlining tasks and decision-making—they actively protect your rights and privacy in the digital world. Valto explored how personal AI twins, fully owned and tailored to individual needs, can create a sense of control and efficiency in today’s complex environments. His talk highlighted the immediate benefits of this technology, as well as its potential to evolve into lifelong partners that preserve your memories and help build a better future.  Valto Loikkanen, Co-founder & CXO at Prifina & Senior Advisor at Digiole Live Demonstrations and Interactive Experiences The event also featured a unique live demo called "Talking Glögi"—a festive interactive product demonstration showcasing how conversational AI can be embedded directly into a product experience. Attendees were invited to try it themselves and experience how a simple product like a bottle of glögi (a traditional Nordic mulled drink) could be enhanced with interactive AI technology. You can explore the demo yourself here: Talking Glögi.  Talk with glögi (a traditional Nordic mulled drink): Scan the QR code and initiate the conversation to get to know how to consume, where to get it, ingredients and more This creative demonstration illustrated the versatility of Talking Product AI and how businesses can use it to create memorable, data-driven customer engagements across a wide range of products and industries AI Twin Workshop – Almost 100 AI Twins Created A major highlight of the event was Finland's largest AI Twin Workshop, where almost 100 AI twins were created in a single session. This hands-on experience allowed participants to explore how personal AI twins could be used to enhance both professional and personal customer interactions. Each participant had the chance to create their own AI twin, experiencing how the technology could serve as a personal digital assistant capable of interacting with both clients and internal teams.  The participants in the workshop experienced the creation of their own AI Twins The event also emphasized the growing importance of Agentic AI and the ways AI can be embedded into professional workflows. Discussions highlighted the value of giving professionals tools like AI twins to represent their knowledge and engage with clients, partners, and teams in a scalable, personalized way "What an evening! The CXPA Finland event on 'AI in Customer Experience Development – Practical Applications' was truly enlightening! The speakers shared insights faster than 150 words per minute at times, making it an inspiring yet grounded experience. The live demos showcasing talking products, AI twins, and even the practical applications of GDPR were eye-opening. The focus on starting small, testing ideas, and emphasizing resource wisdom from social, economic, and ecological angles left a lasting impression." Prizes and Celebrations To make the event even more memorable, prizes were awarded to randomly selected participants as a way to celebrate the practical impact of AI on business applications:
These awards emphasized the event's goal of providing ongoing value beyond the workshop itself, ensuring that the lessons learned could be directly applied in real business contexts. Interested in Hosting AI Workshop For Your Organization? Would you like to empower your team with practical AI tools for strategic growth and innovation? Now you can organize your own private half-day AI workshop similar to the one Alma Media won.
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