Futurelab Finland: Training and scaling expertise via video academy
From consulting excellence to scalable video learning
Futurelab Finland is the leading customer experience (CX) consultancy in Finland, working with major companies and public organisations. Their approach combines scientific research with practical business insight, helping clients build customer-centric cultures and measurable improvement in their operations.
Their senior consultants are also recognised thought leaders and frequent keynote speakers in the CX field. However, limited time and growing demand made it increasingly difficult to scale their work through traditional consulting and events.
Some of their customers are:
Summary
As CX became a core strategic topic for many organisations, Futurelab Finland sought a way to share their expertise more efficiently without compromising quality.
They partnered with Icareus to develop the Customer Experience Academy, a video-based learning portal that extends their training capabilities from live seminars to on-demand digital courses.
Icareus Video Cloud enabled Futurelab to integrate live webinars, recorded sessions, and premium content under one branded platform, supporting pay-per-view and subscription models.
Product
Challenge
Futurelab Finland faced three key challenges:
- Scaling expertise: growing demand for senior consultants made it hard to meet all requests.
- Maintaining quality: balancing in-person consulting with training events risked stretching resources.
- New revenue channels: the team wanted to monetise expertise beyond one-to-one projects and live events.
They needed a digital platform that could deliver professional-quality video training, automate access control and payments, and reflect the premium positioning of their brand.
Solution
Futurelab launched the Customer Experience Academy using Icareus Video Cloud as its foundation.
The Academy serves both new and existing customers through:
- Free webinars for lead generation
- Recorded webinar libraries for ongoing learning
- Premium video courses sold via pay-per-view or subscriptions
- Integrated payment processing for credit cards, online banking, and invoicing
The platform allows consultants to easily produce and publish their own courses, reducing production friction and encouraging participation across the team.
Results
The Customer Experience Academy launched during Futurelab’s Customer Experience 2021 Trends webinar and exceeded expectations, generating more than 200 new leads on the first day.
The system has since streamlined Futurelab’s content production, enabling consultants to build and monetise their own training materials while maintaining brand quality.
As a result, Futurelab Finland now engages customers through continuous video-based learning, expanding both its reach and recurring revenue.