Milton Pedraza, Luxury Institute CEO, and Zornitza Stefanova, BSPK Founder and CEO, discuss building client relationships with emotional intelligence in the digital age. COVID-19 is prompting a massive shift to digital across industries, particularly in luxury. Ralph Lauren and Prada said recently they were expanding digital services. And Bain raised its f ... Show More
Jan 2024
Priorities, Myths and Realities of AI in Luxury Goods and Services
AI is here to stay. That is a fact. How the luxury industry, a business segment that has always stood for delivering the best of the best products, services, and client experiences chooses to use AI requires deep consideration. Luxury Institute recently conducted a qualitative su ... Show More
17 m
Sep 2023
Extraordinary Customer Experiences - A Series: Clienteling
In Chapter 8 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss Clienteling: an essential element of any customer journey. Clienteling, if approached as a means to earn, create and nurture trust, activate referrals, and be an ethica ... Show More
26m 44s
Sep 2023
Extraordinary Customer Experiences: A Series - The Demise of the Luxury Department Store Experience
In Chapter 7 of Luxury Institute's latest podcast series, Extraordinary Customer Experiences (ECEs), we discuss the recent headlines featuring “luxury” department stores: Nordstrom, Saks Fifth Avenue and Neiman Marcus. When was the last time you heard a story of an extraordinary ... Show More
27m 9s
Sep 2021
How Is Luxury Customer Service Evolving? | Transforming Luxury
In recent decades, the race to attract and retain customers saw dizzying amounts of money spent on clienteling — the industry term for building a 1 on 1 relationship with customers. Today, for major players of scale with the resources to invest in it, successfully digitising pers ... Show More
36m 54s
Sep 2021
How Is Luxury Customer Service Evolving? | Transforming Luxury
<p>In recent decades, the race to attract and retain customers saw dizzying amounts of money spent on clienteling — the industry term for building a 1 on 1 relationship with customers. Today, for major players of scale with the resources to invest in it, successfully digitising p ... Show More
36m 53s
Dec 2021
Making retail experiences more intelligent, with Augusto Modigliani
Gemma Milne talks with Augusto Modigliani, Chief Marketing Officer at digital signage, analytics, and marketing automation company Beabloo. They discuss expectations for the impact of technology on online and offline shopping; how companies are using AI, automation, and bot techn ... Show More
25m 25s
Aug 2024
How Micro-Engagements Generate Sales and Build Loyalty
Personalized, real-time micro-engagements are more than just a trend – they're reshaping the future of banking. By leveraging technology to create meaningful, timely interactions, financial institutions can build stronger customer relationships, increase loyalty, and stay competi ... Show More
1 h
Sep 2024
The Shifting Landscape of Retail and E-Commerce with Alexis Azzie
<p> </p><p>She discusses the evolution of retail in the digital age, key milestones, and the importance of blending media with broader marketing strategies. Alexis delves into the impact of COVID-19 on online commerce, challenges faced by brands in the DTC model, and the role of ... Show More
43m 31s