Best Practice Visit to IKEA

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.

Agenda

09:00	Arrive and Networking
09:30	CCMA Welcome and Member Update Hear the latest news and updates on the CCMA and what to expect from the day.
09:45	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.	Stephen Reid, Country Remote Customer Meeting Point Manager, IKEA
10:15	Break
10:30	Winners Story: 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: Visiting the office space and hearing all about IKEA’s commercial focus, culture and values Meeting the ‘Experience Design’ team and how they revolutionised the contact centre landscape, earning Gold at the UK National Contact Centre Awards Learning about IKEA’s global agenda and their approach to quality, continuous improvement, and customer insight reporting	Experience Design Team
12:00	Lunch and Q&A
12:30	Close

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Where and when?

Date: Wed 7 May 2025

Time: 09:30 - 12:30

Location: Peterborough

Who is it for?

Contact Centre Managers/Leaders, Head of Contact Centres, HR and Employee Engagement Teams.

How much is it?

A member benefit.

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Best Practice Visit to IKEA

Agenda

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Where and when?

Who is it for?

How much is it?

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