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Jaanika

Building customer experience across 30 countries.

Notes on customer experience, service design, and leading teams through digital change.

Global Head of Customer Service Experience, Siemens Smart Infrastructure. Estonian, based in Zurich.

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  1. agentic ai customer experience

    Customer Experience in the Agentic AI Era: What the Buildings Industry Still Gets Wrong

    The buildings industry is pouring energy into building autonomy (self-optimizing systems, predictive maintenance) while under-designing the human experience layer around it. Two things are true at once: expectations for AI-driven service are rising fast, but tolerance for AI failure is razor-thin, especially in B2B where a bad automated interaction means a missed SLA, not just an annoyed shopper.