Customer Experience is everyone’s job.
Great customer experiences don’t live in one department. They’re created every day by the people across your business:
- 📧 The words in your emails and invoices
- 📞 The tone in your calls and chats
- 💬 The clarity of your website and messages
- 🧑💼 The way your leaders talk about customers
- 🌿 The small details in your spaces, tools, and processes
When your team has the right tools, language, and confidence, doing what’s right for the customer becomes natural. That’s when customer experience turns from a buzzword into something people can actually feel—and where real loyalty is built.
Meet Jonna, the twin mom behind FINN-X
Hi, I’m Jonna – a Finnish founder, twin mom, and customer experience partner for small businesses.
I help you turn everyday interactions into simple, memorable moments that make customers feel they matter. My work is calm, practical, and human, so your team can bring great customer experiences to life in their everyday work.
What I bring to your business
- 📈 Background in marketing and sales
- 🎨 MA in Culture and Arts
- 🎓 MBA in Customer Experience Management (CXM)
- 🟡 Yellow Belt in Lean Six Sigma
- 🩵 Finnish heart and international outlook
This mix means I’m just as comfortable with data and processes as I am with stories, emotions, and creativity. I connect those worlds so your customer experience is both well-designed and warmly human.
From Finland to Florida
I was born and raised in Finland and later lived in Chicago, where I started FINN-X. Today I’m based in Florida, working remotely with clients across the US, Finland, and other international markets.
Working between these worlds has taught me that customer experience is present in every company—no matter the size, industry, or country. The details change, but people everywhere want to feel understood, respected, and taken care of.
I bring a Finnish heart, an international outlook, and a growing Lean, continuous-improvement mindset to this work. That means I pay attention to how your whole company shows up for customers, and how we can make calm, practical improvements that last.
Perseverance, integrity & heart
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The values that guide my work
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Perseverance
Customer experience is built step by step. I’m with you for the long run, not just the kickoff workshop.
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Integrity
I’ll tell you what I see, kindly and directly. No sugarcoating, no drama—just honest feedback you can use.
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Care
Every customer deserves to feel seen, heard, and valued, and you deserve a partner who treats you the same way.
A calm, practical CX partner
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Support for your CX, step by step
When we work together, you can expect:
- 🔍 Honest insight – Clear feedback on what’s working, what’s not, and where to focus first.
- ✨ Quality and detail – From journeys and processes to words and visuals, the details matter.
- 🧭 Practical solutions – No unnecessary complexity, no buzzwords for the sake of it—just calm, realistic improvements.
Depending on what you need most, we might work together through consulting, training, content creation, or creative support — or a mix of all four. The details can change, but the goal stays the same: make your customers feel they truly matter in ways your team can deliver every day.