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The role of inspiration in the customer experience at IKEA

Steven De Smet, Ikea Belgium
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Inspiration lies at the heart of IKEA's customer experience. It’s the key ingredient that transforms a simple store visit or online browsing session into a journey of discovery—one filled with creativity and personal expression. At IKEA, inspiration goes beyond presenting a product; it’s about demonstrating how products come together to create smart solutions that meet customers' needs and dreams—sometimes even before they realize these needs themselves. But how can this be achieved in an omnichannel context?

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