Neoma Insights
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How Ikea got Creative with Workforce Design
When automation rolled out across IKEA’s customer service teams, they didn’t tell thousands of loyal, customer-savvy staff to ‘get packing’. They made a smart, strategic shift, retraining them as online interior design advisers. The result was happier employees, delighted customers, and an extra $1.4 billion on the bottom line. You could say… they nailed it. (Sorry- I’m done with the puns now.)