Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer support, the rationale behind their three-year transformation programme, what they did, what they achieved and what they learned along the way.

This interview follows on from my recent interview – As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg – and is number 461 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.