AI, data and machine learning specialist Stefan Esping exits Ikea after eight year stint at retail giant

Stefan Esping has left Ikea where he spent the last eight years, most recently serving as Data & Machine Learning Domain Manager.

In a LinkedIn post, he said: “The last four years I have been leading the Remote & Chat Data & Machine Learning Domain at Ingka (the largest Ikea franchisee holding company), I am immensely proud and happy about the work we have done over these years. When I started in 2021, Ingka was in the middle of a transformation programme, creating a global customer support organisation and global IT tools to create a foundation for a modern customer support experience.”

“At that time, we were three employees in my team and a handful of contractors. Over the years my team has grown to a strong, well functioning group of 30 people, delivering GenAI solutions, AI and ML components, a data foundation, BI reporting solutions and fact-based insights. I am proud to have seen my team grow and develop AI-based tools that gives proven efficiency gains of hundreds of man years in unnecessary manual work, and improves the customer support experience.”

By way of example, he flagged up an agentic GenAI powered customer support chatbot that answers 75% of customer questions. “We started working with this more than two years ago and have over the time learnt what are the key success factors of creating GenAI-powered chatbots that works, creating real results from the hype.”

A co-worker virtual assistant, meanwhile, involves the use of GenAI and data to help live agents provide efficient, correct and personalised support. And a fully automated AI powered analysis of customer interactions gives a datasetthat is used to drive reduction of non-value adding contacts, improving products, deliveries and other services to eliminate support need.

Esping said: “The basis for all of this lies in having a high quality, trusted, accessible data foundation and data platform. To have correct data available to analysts and AI models in an easy way sounds simple, but it is not. It is also the key success factor if you want to develop working AI solutions or enable data driven insights.”

“It is now time for me to move on to new challenges. Ikea and the people will always be close to my heart, and it feels like a second home. I am a strong believer in not getting stale or complacent - always moving forwards, to always learn and evolve. And now I am looking forward to continuing helping people, companies and organisations to use AI, generative AI, data and machine learning in a people centric way - cutting through the hype and creating efficient solutions that works and provides value.”

He concluded: “Thanks to all I have worked with over these years.I am happy that we at Ikea have been strong in working together towards a common goal and vision, across teams and organisations. And remember - as our founder once put it - most things still remain to be done.”

Responding to Esping’s LinkedIn post, Cristina Rutgers-Astolfi, Global Head of Analytics, Ikea Customer Support, said: “Thank you for everything you have brought to Ikea - not only in driving the Remote & Chat Data and ML agenda, but also in how you have collaborated with so many of us along the way.”

“Since I joined, you have been a trusted ally. I have learned a lot from your clear thinking, product mindset, and your ability to move things forward without losing sight of people. Wishing you all the best in what comes next. I am sure you will continue to drive meaningful impact, cutting through the hype and bringing real value to people and businesses through AI. You will be missed!”

RTIH AI in Retail Awards

RTIH, organiser of the industry leading RTIH Innovation Awards, proudly brings you the first edition of the RTIH AI in Retail Awards, which is now open for entries. 

As we witness a digital transformation revolution across all channels, AI tools are reshaping the omnichannel game, from personalising customer experiences to optimising inventory, uncovering insights into consumer behaviour, and enhancing the human element of retailers' businesses.

With 2025 set to be the year when AI and especially gen AI shake off the ‘heavily hyped’ tag and become embedded in retail business processes, our newly launched awards celebrate global technology innovation in a fast moving omnichannel world and the resulting benefits for retailers, shoppers and employees.

Our 2025 winners will be those companies who not only recognise the potential of AI, but also make it usable in everyday work - resulting in more efficiency and innovation in all areas.

Winners will be announced at an evening event at The Barbican in Central London on Wednesday, 3rd September.

This will kick off with a drinks reception in the stunning Conservatory, followed by a three course meal, and awards ceremony in the Garden Room.

Please email our Editor, Scott Thompson, if you have any questions or need further information: scott.thompson@retailtechinnovationhub.com

Key 2025 dates

Friday, 18th July: Award entry deadline 

Tuesday, 22nd July: 2025 finalists revealed

Wednesday, 23rd July - Friday, 8th August: Judging days

Wednesday, 3rd September: Winners announced at the 2025 RTIH AI in Retail Awards Ceremony, to be held at The Barbican in Central London.