The Ways AI Changes Business Processes. Creating Customer Experience With the Help of Artificial Intelligence. Nina Nissilä, Director, Centre for ICT Services. AI Nordic 2018, 14.11.2018.

1. The Ways AI Changes
Business Processes
Creating Customer Experience With
the Help of Artificial Intelligence
Nina Nissilä
Director, Centre for ICT Services
@NinaNissila

2. 15.11.20182
CUSTOMER
EXPERIENCE
Emotions
Expectations
Technology
Assumptions
History
TRUST
SKILLS
ETHICS
PHYSICAL
REACTIONS FACTS
Creating
Customer
Experience

3. 15.11.20183
There’s Always Two Sides on Everything
CUSTOMERSERVICE
PROVIDER
MEETING EXPECTATIONS
How to know what customer
needs?
MEETING EXPECTATIONS
What to need?
What makes customer choose?
DECISION MAKING
How to choose?
DECISION MAKING
FACTS FEELINGS

4. Evolution of
Knowledge –
How We Define
Knowledge?
15.11.20184
Source: Yuval Noel Harari: Homo Deus; A Brief History of Tomorrow
HOLY SCRIPTS X
LOGIC
EMPIRICAL DATA X
MATHEMATICS
EXPERIENCE X STRENGTH
PHYSICAL/ EMOTIONAL
REACTION

5. Trust in the Age of AI? – Why We’re in Trouble
15.11.20185
99%
Source: Rachel Botsman: Who Can We Trust and
Yuval Noel Harari: Homo Deus; A Brief History of Tomorrow
of our decisions are based on
emotions

6. 15.11.20186
AI IS NOT AN ANSWER
- Technology never is
- Answer lies in human
behaviour
EMBRACE DESIGN THINKING
- Understand your customer’s needs
- Need is not equal to desire
- Hire service designers
UNDERSTAND SOCIAL
MEDIA
- It doesn’t mean it’s not
important if you’re not
there
- You don’t have to like it but
you need to understand it
CUSTOMERS WILL STILL HAVE
FEELINGS
- For a while at least customers are still
humans
SPEED UP DECISION MAKING
- Think big, start small
- Learn to give away
- Move away from your own corner
Wheel of
feel
Few Observations

7. To All Leaders in Digital World, Aged 40 or Over: Take it with a
pinch of salt
Anything that is in the world when you’re born is normal
and ordinary and is just a natural part of the way the world
works
Anything that's invented between when you’re fifteen and
thirty-five is new and exciting and revolutionary and you
can probably get a career in it
Anything invented after you're thirty-five is against the
natural order of things
15.11.20187
Source: Douglas Adams: The Salmon of Doubt
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8. Thank You!
Nina Nissilä
Director, Centre for ICT Services
@NinaNissila