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IKEA has redefined excellence in customer experience through the creation of its innovative ‘Experience Design’ function, which integrates Quality, Knowledge, Continuous Improvement, and Customer Insight Reporting. This groundbreaking approach has already earned them recognition, with their Remote Experience Design Team winning Gold for the Contact Centre Support Team of the Year at this year’s UK National Contact Centre Awards.
IKEA’s transformation in customer and coworker experience is a powerful example of strategic innovation and cultural alignment. Their relentless focus on fostering a collaborative culture and driving continuous improvement showcases the impact of visionary leadership and dedicated execution.
CCMA members are invited to the IKEA site to meet the team and learn how they’ve revolutionised the contact centre landscape, enhancing experiences for both customers and coworkers.
Join us for this Best Practice Visit at the IKEA site to hear their story.
CCMA Welcome and Member Update
Hear the latest news and updates on the CCMA and what to expect from the day.
IKEA Welcome
Country Remote Customer Meeting Point Manager, Stephen Reid welcomes CCMA Members to meet the team where he will share the background of IKEA.
Break
Inside IKEA’s Award-Winning ‘Experience Design’ and Global Innovations
Join us for a morning of interactive breakout sessions where the IKEA design team will demonstrate how they have transformed customer and coworker experiences through their innovative ‘Experience Design’ function.
These group sessions will include:
Lunch and Q&A
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