The Future of Luxury Customer Experience

About the Book

"What is a luxury customer experience and how can luxury brands best use emerging technologies in order to create truly unique, high-end experiences for their customers?These are the questions that The Future of Luxury Customer Experience has been designed to answer, as it explores how luxury brands can best utilize new technologies to deliver experiences that surprise and delight customers in a truly omnichannel environment.Using case studies from world-leading luxury retailers such as Dior, Chanel and Ferrari, this book explains what makes a luxury customer experience different. Learn how luxury brands need to evolve in order to adapt to the changing landscape, using data and the latest technology to provide exceptional customer experiences whilst protecting their customer's privacy."--

Book Synopsis

What is a luxury customer experience and how can luxury brands best use emerging technologies in order to create truly unique, high-end experiences for their customers?

These are the questions that The Future of Luxury Customer Experience has been designed to answer, as it explores how luxury brands can best utilize human touch and new technologies to deliver experiences that surprise and delight customers in a truly omnichannel environment.

Using case studies from world-leading luxury retailers such as Ferrari, Cartier, Audemars Piguet, Mandarin Oriental, Valentino, Bottega Veneta and many others, this book explains what makes a luxury customer experience different. Learn how luxury brands need to evolve in order to adapt to the changing landscape, using data and the latest technology to provide exceptional customer experiences whilst protecting their customer's privacy. Written by experts from the world-leading SDA Bocconi School of Management, this book provides a thorough understanding of how to create and deliver luxury customer experiences that will build long-lasting customer loyalty, as well as how these experiences can build and support brand awareness. Covering topics such as arts and culture, authenticity, inclusivity and social responsibility, the use of AI and virtual experiences, as well as how to set KPIs to evaluate success, this book provides practical advice on how to create a luxury customer experience that will deliver exceptional results.

Review Quotes

"

Gabriella has perfectly captured the essence of Italian hospitality within an international group, as well as the importance of authenticity of people and services.

"-- "Luca Finardi, Area Vice President Operations, General Manager, Mandarin Oriental Hotel Group"

"Among its many strengths, this book masterfully crafts a true customer journey, establishing connections between direct and indirect business aspect that capture the essence of the modern luxury experience."-- "Cristiana Cinotti, Global Wholesale Director, Moncler"

"In The Future of Luxury Customer Experience, Professor Gabriella Lojacono offers a forward-looking analysis on the evolution of luxury brands in a tech-driven era. This book combines in-depth research, including interviews and extensive field analysis, with practical insights on enhancing customer engagement through technology and emotional connectivity. Essential for students and executives alike, it serves as a crucial guide to navigating the complexities of modern luxury markets with innovative strategies and a customer-centric approach."-- "Guia Ricci, Managing Director and Partner, Fashion & Luxury, Boston Consulting Group (BCG)"

About the Author

Gabriella Lojacono is an Associate Professor of International Management at the Department of Management and Technology of Università Bocconi and SDA Bocconi School of Management based in Milan, Italy. She is also the Director of the Executive Master in Luxury Management at SDA Bocconi.