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Replay of Webinar: Artificial Intelligence in Customer Experience

The webinar, recorded on October 8, focused on the insights on how customer expectations concerning AI have evolved in the last two years and how are organizations scaling their AI use cases to meet customer expectations. In a following round table discussion, local business leaders and our experts also shared recommendations on how to unleash the potential of humanized AI experience.


Marjut Kytösalmi

Expert in Digital Marketing, Omni-channel User Experience
I advice clients in forming their digital customer experience development projects. I’m passionate about connecting omnichannel customer journey development with business KPIs optimization. Improving business performance requires customer centricity and often digital-first mindset.
I challenge clients to think mobile first. I’ve helped build globally scalable digital services for tens of markets; consumer phasing websites and mobile services with millions of monthly users.
I’ve acted as both business owner, product owner and digital marketing strategist. Currently, I head Capgemini Finland’s Digital unit which comprises multiple competences from design to development for end-to-end digital services development.

Jaakko Lehtinen

Jaakko Lehtinen is heading Capgemini’s Nordic Intelligent Automation Center of Excellence. He is one of the Finnish robotic process automation pioneers: for the past five years, Jaakko has worked full time in leading positions related to knowledge work automation and has had the opportunity to closely observe how automation benefits have been implemented in various European companies and in different industries. Before joining Capgemini, Jaakko has worked in service delivery, operations, outsourcing and IT services development positions. Jaakko is actively following up on phenomenons related to automation and cognitive, and he is daily in the middle of the action experiencing how new technologies such as artificial intelligence or natural language processing influence knowledge work and business.