By Rhys Fisher
Publication Date: 2025-11-20 18:00:00
In 2025, AI and CX go together like cops and robbers, peanut butter and jelly and The Notebook and tears.
However, even though the technology is now widely used in customer service and customer experience, many companies still view it as a separate tool that is integrated.
While this can be effective, to truly reap the benefits of AI, companies need to start thinking bigger and view AI as a foundation rather than a toolkit.
This much is clear after a conversation with Sirte Pihlaja, Team leader at CXPA Finlandwho organizes the event.
This year’s event will bring speakers and CX experts from around the world to Helsinki for two days of talks and workshops on how AI-native organizations are the future of CX.
But what exactly does AI native mean?
For Pihlaja, it’s about going far beyond just introducing AI.
“We want to help organizations become AI native,” she said, explaining how to rely on dispersed pilots…
