JourneyOps Copenhagen + Malmö

Louise Kampmann is a CX and Journey Management Specialist with a strong background in UX and human‑centered design. Over the past year, she has worked hands‑on with implementing customer journey management at the leading Danish telco YouSee, helping translate customer insights and CX principles into structured governance, priorities, and execution across the organization. Louise is passionate about making CX actionable — bridging UX, data, and journey operations to ensure customer‑centric strategies are effectively adopted and scaled.

Marika leads customer experience across Viking Line's Finnish operations, one of the leading ferry and cruise companies in the Nordic and Baltic region. She works hands-on across the full customer journey, from terminal design and onboard experiences to brand partnerships and digital touchpoints. With a background in hospitality management, Marika brings a practical, experience-driven approach to CX, connecting cross-functional teams around what customers actually feel at every stage of their journey.

Simon is a Customer Journey Expert at Nordea, currently driving the introduction of Customer Journey Management in the Business Banking segment across the Nordic markets. For the last 10 years he has been leveraging customer journeys as a tool to drive business impact and improved customer experiences in the financial sector. His career includes roles at companies such as Danske Bank, Forca, and now Nordea, with titles like Head of CX and Head of Business and Service Development. Simon's experience ranges from hands-on work with the early pilot projects in customer journey design to redesigning a development organization with over 6,000 employees, transforming siloed functions into a customer-centric agile setup. His passion for customer journeys has led to CX training for over 1,000 employees and the delivery of a customer journey acceleration program. This program has, through the use of Service Blueprints, laid the foundation for multi-year development portfolios with budgets and savings close to a billion.

Marjoannika Nyman, Global Head of CX at Zensai, brings a unique perspective shaped by experience across both high‑growth SaaS companies and large‑scale retail organization. She currently leads Customer Experience Team in the SaaS space with a strong focus on enhancing customer engagement and retention. Beyond her day‑to‑day work, Marjoannika is an active contributor to the global CX community. She was named one of the Global CXM Stars in 2026, recognizing 150 leading CX professionals and influencers worldwide, and serves as a judge for the International CX Awards. In 2024 and 2025, she evaluated submissions across categories including Best Use of Technology, Best B2B CX, Best AI Use Case in CX, and Best CX Measurement.

Ville is passionate about helping brands to work more closely with their users. With 20+ years' experience in user insights, he's aided numerous Nordic and global brands such as Finnair, Google, Spotify and Sony to create better Products and Experiences through enhanced user understanding. Before founding Leanlab, Ville was a Partner at a Nordic design/tech agency Digitalist. Prior to that, he ran his own user insights agency operating in Helsinki, London and Singapore.

Esa helps organisations move beyond journey mapping and build journey management as a core capability. With 20+ years in design and innovation across industries, he focuses on the operating models, stakeholder alignment, and organisational change needed to make customer-centricity stick. Through JourneyOps, he has built a growing community of practitioners and leaders sharing practical insights on what it actually takes to embed journey management at scale.