Webinar: How Viking Line became #1 in customer satisfaction - and why their Customer Lab is a key part of the success
Leanlab
Viking Line holds the highest customer satisfaction scores in Baltic Sea passenger transport to and from Finland. In a market defined by cautious consumers and intensifying competition, that's not a small thing.
But it didn't happen by accident.
Behind the result is a deliberate, ongoing practice of building better experiences with customers — not just for them. In this masterclass, Marika Immonen (Head of Customer Experience, Viking Line) shares exactly how they are building that capability using Leanlab: how it fits into their broader CX strategy, and what it's done for the speed and confidence of their decision-making.
What You'll Learn:
- How Viking Line built their Customer Lab — how they recruited their panel, got customers actively engaged, and turned it into a continuous channel for insight and co-creation.
- Research that keeps pace with the business — how Viking Line gets reliable customer feedback in days instead of waiting weeks, enabling faster and more confident decisions.
- Real use cases from the field — concrete examples of how Viking Line uses their Customer Lab across the travel experience, from digital services to onboard concepts.
- The business impact — how continuous customer collaboration reduces development risk, cuts research costs, and creates customers who feel genuinely connected to the brand.
Format: Online webinar
Language: English
Date: Tuesday, June 2
Time: 9.00 CET / 10.00 EEST
Tickets: Free, but limited. First come, first served.
Join us for a practical, behind-the-scenes look at how one of the most recognisable travel brands in the Nordics has made customer collaboration a natural part of how they build and improve their services.
Seats are limited to 100 participants — reserve your spot now!
About the speakers:
Marika Immonen
Head of Customer Experience, Finland, Viking Line — sharing firsthand how Viking Line has built and run their Customer Lab and what it's meant for the way they work with customer insight.
Ville Österlund
CEO & Founder, Leanlab — one of the early pioneers in continuous customer collaboration, with 20+ years of experience helping Nordic and international brands bring customers into their development process.
