Today’s episode is hosted by James Dyson and they are joined on the podcast by Lotta Buss, Head of Service and Digital Design, Global at KONE, Atena Larni, Service Designer at F-Secure Corporation, Heli Rantavuo, Head of Customer Insight at OP Financial Group and Anni Lappi-Hassinen, Director of Customer Experience & Analytics at Elisa. The conversation explores customer centricity in the AI era and how organisations are adapting to evolving customer expectations.
The exchange highlights the role of artificial intelligence, service design and customer insights in creating more personalised and effective experiences. It examines how businesses can combine data, analytics and human understanding to support digital transformation.
The discussion provides perspectives on customer experience strategy, innovation and the future of customer engagement. It also explores how customer centricity can remain a key focus as technology continues to reshape the way organisations connect with their audiences.
