Sirte Pihlaja (Certified Customer Experience Professional, Trained Lego® Serious Play® Facilitator) is a globally recognised expert in customer experience and a pioneer in exploring the intersection of AI and CX. As the CEO of Shirute, Finland’s first customer experience design agency, Head of Team at CXPA Finland, and a sought-after business designer and strategist, she collaborates with organisations worldwide to leverage AI in developing engaging customer and employee experiences.An accomplished author of three global bestsellers Customer Experience 2, 3 and 5, Sirte helps organisations understand and drive the transformative impact of AI and machine customers on customer experience. She is one of the first Europeans to earn the CCXP certification and has received accolades such as CXM Stars TOP 25 CX Influencer, TOP 50 CX Network Influencer, TOP 150 Global CX Thought Leader & TOP 33 Inspiring Women in CX and was one of the first recipients of the CXPA Extra Mile Award. A familiar presence as a keynote speaker on international CX stages and CX awards juries, Sirte’s expertise and innovative approaches make her a trusted voice in advancing CX practices globally.
