FINN-X Services
At FINN-X, I help small businesses create simple, human customer experiences that make people feel they truly matter. Instead of complicated frameworks and buzzwords, I focus on clear, practical improvements that fit your reality and your resources.
With a Finnish heart, perseverance, and integrity, I combine consulting, training, content creation, and creative work to support your customer experience from strategy to execution.
Together, we’ll look at the whole journey – how customers find you, how they’re welcomed in, how your team serves them, and how you stay in touch over time.
1. Customer Experience Audit
Start here – understand where you stand today:
The FINN-X Customer Experience Audit gives you a clear picture of what your customers are actually experiencing at key touchpoints – and where you may be losing them.
What I look at:
- Customer insights and data
- Customer journey and touchpoint mapping
- Personas and customer profiles
- Market research and context
- Surveys, feedback loops, and reviews
What you receive:
- A practical summary of what’s working and what isn’t
- Clear, prioritized recommendations you can act on immediately
- A simple roadmap for next steps (with or without me)
Ideal for:
Small businesses who feel something isn’t quite working in their customer experience, but aren’t sure where to start.
Options:
Audit – Light: Review of key touchpoints + short findings summary. Audit – Deep Dive: Full journey review, personas, and a detailed action plan.
2. Experience Design & Fix
Turn insights into better experiences and smoother operations
Once we understand your current situation, we move into designing and improving your customer experience and supporting operations.
Areas we can work on together:
- CX strategy and implementation
- Customer onboarding
- Improving sales processes
- Cross- and up-sell tactics
- Linking channels so the experience feels consistent
- Operations improvements that support the customer journey
- Omni-channel and lifecycle marketing
- Drip campaigns and automations
- Targeted marketing campaigns
- A/B testing to learn what works best
What you receive:
- Customer journeys that feel clear, simple, and consistent
- Practical changes to processes, tools, and communication
- Customer experiences that match what your marketing promises
Ideal for:
Businesses ready to move from “we should improve” to “here’s exactly how we will.”
Options:
Experience Fix – Core: Focus on your most important journey (for example, onboarding).
Experience Fix – Full Journey: Multiple journeys and channels, phased over time.
3. Training & Team Support
Help your people deliver the experience every day
Great customer experiences don’t live in strategy documents – they live in your team’s daily actions.
What this can include:
- Training for sales, marketing, and customer service teams
- Practical workshops on service behaviors and communication
- Curriculum planning for ongoing CX-focused learning
- Support in planning and running customer-focused events
What you receive:
- Teams who understand what kind of experience you want to deliver
- Simple tools, language, and habits that make customers feel valued
- A culture where “making customers matter” is the norm
Ideal for:
Businesses with teams who interact with customers and want everyone working in the same, customer-focused way.
Options:
Training Sessions: One-time workshops or a short series.
Ongoing Team Support: Regular training and check-ins over several months.
4. Content Creation
Clear, human language for your customers
Words shape how your customers experience your business. I write and edit content in both Finnish and English, with a special focus on European and Finnish companies working with the US market.
What can I help you with:
- Website content and landing pages
- Articles, newsletters, and blog posts
- Marketing copy (emails, campaigns, sales materials)
- Onboarding and training handbooks (internal and external)
- Website editing and updates (Wix, WordPress, GoDaddy)
What you receive:
- Clear, natural language that sounds like you
- Content that supports your customer experience and business goals
- Messages that are easy to understand – for both Finnish and international audiences
Ideal for:
Businesses who know what they want to say, but need help finding the right words.
Options:
Single Project: One website, campaign, or key piece.
Ongoing Content Partner: Monthly or quarterly content support over time.
5. Creative Studio
Visuals, stories, and concepts that bring your brand to life
Alongside consulting and content, I also personally create visual and creative materials. With an MA in Culture and Arts, I bring a creative, human touch to how your brand looks and feels.
What I can create:
- Social media visuals and simple graphics
- Visuals and copy for presentations and internal materials
- Concepts and scripts for short-form videos (for social, website, onboarding, or explainer content)
- Creative ideas and storytelling for campaigns, launches, and customer stories
- Design and content for marketing materials (postcards, flyers, QR code materials, business cards, etc.)
What you receive:
- Consistent, on-brand creative materials that match your customer experience
- Visual and story ideas that feel warm, human, and true to your business
- A creative partner who understands both the strategy and the execution
Ideal for:
Businesses who want their brand and customer experience to feel aligned – from strategy and words to visuals and stories.
Options:
Creative Projects: One campaign, series of visuals, or video concepts.
Creative Partner: Ongoing creative support for your brand and channels. Let’s talk about what you need.
6. Ongoing CX Partner
A long-term partner for your customers and your business
Sometimes you don’t just need a project – you need a partner. As your Ongoing CX Partner, I stay with you beyond the initial audit and fixes, helping you keep your customer experience, content, and creative aligned as your business grows.
What this can include:
- Regular check-ins on your key customer journeys and touchpoints
- Continuous improvements based on new data, feedback, and results
- Ongoing support for your team, trainings, and internal communication
- Steady support for content and creative needs over time
- A trusted external perspective focused on your customers
What you receive:
- A consistent partner who knows your business, your customers, and your goals
- Less guessing and reacting – more steady, intentional improvement
- Support that grows with you as your business and customer base evolve
Ideal for:
Small businesses who want a part-time, long-term customer experience partner instead of hiring a full-time CX role.
Options:
Ongoing Support – Lite: Monthly check-ins and priority support.
Ongoing Support – Plus: Deeper involvement in strategy, team support, and content/creative across the year.
How to work with FINN-X
Most clients work with me in phases:
- We begin with a Customer Experience Audit.
- We move into Experience Design & Fix to improve your key journeys and operations.
- We support your people through Training & Team Support.
- We add Content Creation and Creative Studio services where they’re most needed.
- If it’s a good fit, we continue in an Ongoing CX Partner role.
If you are not sure where to start, we can have a short conversation about your current situation, and I’ll recommend a starting point that fits your needs and resources.
Interested? Let’s talk and find the right way to work together for you and your customers.
FINN-X Clients
FINN-X has been providing customer experience services since 2018, with a focus on helping smaller businesses gain an advantage with their customers over bigger competitors. I’ve been fortunate to work with some truly amazing companies across different industries.
FINN-X has also provided pro bono support for those who need it most – because every now and then, we all need a helping hand. Collaboration and volunteering are an important part of the FINN-X ideology, and I’ve had the chance to contribute many hours to various organizations along the way.
FINN-X Work examples
We do so much behind the scenes! From newsletters to revamping proposals. Improving billing processes to restructuring sales emails. Training staff to create drip campaigns, etc.
We also do visual work and here are a few examples of our marketing and sales materials.
Linking & Correctness
One key thing with all things related to CX is linking. To maximise your visibility it is important to make sure your marketing strategy works and you get the best return on investment. To give a simple example, if you have an event coming up, it should first be on your website with additional information. You should have unified material created for it from flyers to images. The event should be shared on your social media channels with a direct link to the event registration page. If this page is different than the event on your website, remember to link the event registration page back to your website “for more information”. Track the likes, shares, reposts, etc. Learn what works so you can keep on doing that and improve the areas that do not seem to bring the results you are looking for.
Always make sure your contact information is correct in all channels: phone number, email, website, links, social channels, etc. And remember to be consistent and add them to all of your channels. That way, you just made it easy for your customers to reach out to you and they are not chasing to find the right number to call. TIP: Sometimes the best way to do this is to pretend you are the customer and how would you navigate through the journey.
More FINN-X work examples:
Like what you see?