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Nina Nissilä: The ways AI changes business processes

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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.

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Nina Nissilä: The ways AI changes business processes

  1. 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. 2. 15.11.20182 CUSTOMER EXPERIENCE Emotions Expectations Technology Assumptions History TRUST SKILLS ETHICS PHYSICAL REACTIONS FACTS Creating Customer Experience
  3. 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. 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. 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. 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. 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 1 2 3
  8. 8. Thank You! Nina Nissilä Director, Centre for ICT Services @NinaNissila

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