IKEA's omnichannel voice
Thursday 10:45 - 11:30
Keynote zaal
Kevin Gamble
Chief Digital Officer (IKEA NL)
IKEA, born in Sweden, is one of the world's largest furniture retailers. The way IKEA communicates with customers has been and continues to be, with a unique "voice".
So, how does IKEA keep it's unique "voice" consistent across their Omnichannel Customer Experience? How does this "voice" appear in a unique market like The Netherlands? How does this voice get adjusted, modified, challenged, in a world where our customers journey could start in many different places? How does the prevelance of AI effect the way IKEA is presented to customers?
With touchpoints like our IKEA App, Kreativ, Kompass, digital self-service tools and our physical meeting points, Kevin will walk through how IKEA has kept this unique "voice" consistent, while maintaining our Swedish roots.
So, how does IKEA keep it's unique "voice" consistent across their Omnichannel Customer Experience? How does this "voice" appear in a unique market like The Netherlands? How does this voice get adjusted, modified, challenged, in a world where our customers journey could start in many different places? How does the prevelance of AI effect the way IKEA is presented to customers?
With touchpoints like our IKEA App, Kreativ, Kompass, digital self-service tools and our physical meeting points, Kevin will walk through how IKEA has kept this unique "voice" consistent, while maintaining our Swedish roots.
IKEA, born in Sweden, is one of the world's largest furniture retailers. The way IKEA communicates with customers has been and continues to be, with a unique "voice".
So, how does IKEA keep it's unique "voice" consistent across their Omnichannel Customer Experience? How does this "voice" appear in a unique market like The Netherlands? How does this voice get adjusted, modified, challenged, in a world where our customers journey could start in many different places? How does the prevelance of AI effect the way IKEA is presented to customers?
With touchpoints like our IKEA App, Kreativ, Kompass, digital self-service tools and our physical meeting points, Kevin will walk through how IKEA has kept this unique "voice" consistent, while maintaining our Swedish roots.
So, how does IKEA keep it's unique "voice" consistent across their Omnichannel Customer Experience? How does this "voice" appear in a unique market like The Netherlands? How does this voice get adjusted, modified, challenged, in a world where our customers journey could start in many different places? How does the prevelance of AI effect the way IKEA is presented to customers?
With touchpoints like our IKEA App, Kreativ, Kompass, digital self-service tools and our physical meeting points, Kevin will walk through how IKEA has kept this unique "voice" consistent, while maintaining our Swedish roots.
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