Why You Can't Miss This Episode

How do leading Finnish organisations approach AI to drive customer experience and business growth? In this high-level CX Masterclass panel, five C-level executives from Finnair, Fujitsu, Wolt, Veikkaus, and Microsoft Finland share their real-world insights, strategic shifts, and leadership lessons in becoming AI-native. It’s a dynamic conversation full of practical advice, vision, and inspiration for any company ready to transform with AI.

About the Guests

Pia Aaltonen-Forsell is CFO of Finnair, with a focus on operational efficiency and financial strategy in a highly regulated, low-margin industry. Hanna Kivelä is Managing Director at Fujitsu Finland and a member of its European leadership team, known for her digital transformation and resilience leadership. Juhani Mykkänen is a tech entrepreneur, AI communicator, and podcast host, previously co-founder of Wolt. Sari Nevanlinna is Chief Strategy Officer at Veikkaus, steering strategic responses to regulatory change and competition. Teemu Vidgrén is General Manager at Microsoft Finland, helping organisations translate AI into meaningful business outcomes.

Relevant Links

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 energising panel episode recorded live at the CX Masterclass, Sirte Pihlaja guides a conversation with five distinguished leaders shaping the future of AI in CX. The discussion begins by unpacking what it means to be “AI-native” and quickly dives into the real challenges and opportunities that AI and automation bring to businesses.

From Pia Aaltonen-Forsell’s insights into balancing cost pressures with innovation at Finnair, to Hanna Kivelä’s take on organisational blockers in AI adoption, each speaker shares lessons grounded in leadership, data, and cultural change. Juhani Mykkänen offers a visionary look at Finland’s potential to lead globally in AI-driven public services, while Sari Nevanlinna highlights the importance of regulation-ready CX reinvention at Veikkaus. Teemu Vidgrén explains how Microsoft helps customers scale AI safely and effectively across industries.

The panel also discusses the role of AI agents, mindset shifts, trust-building with digital services, and what every company can do right now to take the first steps toward becoming truly AI-native. This is a must-listen for CX professionals, AI leaders, and decision-makers looking for concrete advice from the front lines.

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CX & AI – Finnish Leadership in Action