From Legacy to Legendary CX with IKEA

Executive Boardroom Discussion
Tuesday, 27 June 2023 | Grand Copthorne Waterfront Hotel, Singapore

How does IKEA, the World’s Most Famous Furniture Retailer, plan to stay at the top of their CX game?
 Well known for their seamless customer experience, IKEA is at the forefront of innovation from transforming their in-store experience to integrating and embracing omnichannel and digital shopping experiences. As AI and ChatGPT take the world by storm, and customers continue to demand flawless, digitally-enabled experiences, what’s next for this global retail powerhouse?

 Hear from Alex Soliman, Regional Customer Care Centre Lead at IKEA, who oversees centres located in Malaysia, Singapore, Thailand, Philippines and Mexico, with 150 agents supporting close to 3,000 interactions everyday across digital, web, social and voice. Explore global and regional trends and actionable insights from Christoph Jourdan, VP, Growth Markets Solutions Consultancy at Sprinklr to equip your team for the future of CX.

 Join Sprinklr’s exclusive executive boardroom discussion with IKEA to discover real strategies including:
🎯The CX team of the future: Uniting all customer-facing teams through technology and culture
 🎯Work smart, not hard: How to ensure your technology works harder than your contact centre!
 🎯The game-changing future of AI for CX: How can unified-AI transform experience as we know it?
🎯 Conversational commerce: Creating opportunities for legendary CX… and revenue!

 The metrics behind world famous CX: How IKEA has decreased their SLA, boosted NPS and achieved a 360-view of customers!
Join us at this executive boardroom to share strategies, learnings, and takeaways with your industry peers.


For more information on this Executive Boardroom Discussion, please contact: Steven.Tang@iqpc.com.sg

Tuesday, 27 June, 2023

08:50Registration
09:00Opening & Welcome Address by IQPC 
09:05Attendee Networking & Introduction
09:25Breakfast
09:45

Opening Address by Spinklr

10:00

Discussion: From Legacy to Legendary CX with Ikea

Moderator: Christoph Jourdan, VP, APAC Solutions Consulting, Sprinklr
Christoph Jourdan is Vice President of Growth Markets Solutions Consulting at Sprinklr, the unified customer experience management platform (Unified-CXM) for modern enterprises. With more than a decade experience in Digital Strategy, Digital Marketing, and Creative Strategy, Christoph leads Sprinklr’s team of Solution Consultants in APAC and MEA to help customers optimise their CX objectives.



Guest Speaker: Alex Soliman, Regional Customer Care Centre Lead, Ikano Retail (IKEA)
Alex Soliman is the Manager for the Customer Contact Centres at IKEA Retail overlooking operations at all centres located in Malaysia, Singapore, Thailand, Philippines and Mexico. Hear from Alex on how he has successfully implemented his CX strategies with Sprinklr, to achieve his business objectives.

11:10

Summary of Discussion & Closing Address

11:10End of Event

Joined by: 

 

In Partnership With :

CCW Digital

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