Story
Adobe
IkeaAdobe at Ikea: Experience Feedback
Ikea, a consumer discretionary organization in the Netherlands, uses Document Cloud from Adobe to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Document Cloud is the governed place CX and people teams use for research and listening |
| Capability | New joiners can see how research and listening actually runs |
Story
Ikea grew experience feedback faster than the local tools around it. From the Netherlands, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. CX and people teams were the ones stitching the picture together by hand.
Rolling out Document Cloud put research and listening on Adobe. Adobe provides creative tools and experience platforms that help companies design content, run digital marketing, and manage customer journeys. Ikea keeps the product in the path where work already happens, so CX and people teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier research and listening. Experience feedback is easier to inspect, and adjacent groups can join CX and people teams without a guided tour of someone's desktop.
