Description

Edited by Lojacono, Gabriella

Short /annotation:
Understand how to utilize the latest technology to deliver a unique omnichannel luxury customer experience that builds long-lasting loyalty.

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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.

Table of contents:

- Chapter – 00: Introduction
- Chapter – 01: The Alchemy of Luxury: Brand Identity and Value Creation
- Chapter – 02: (Un)setting the Boundaries: The World of Luxury and its Protagonists
- Chapter – 03: Timeless Yet Timely: The Paradox of Luxury Authenticity
- Chapter – 04: Luxury, Arts and Culture: How Luxury Maisons have Become Prominent Cultural Actors
- Chapter – 05: Experience-Led Luxury Strategies: How Brands are Reshaping Customer Activation and Engagement
- Chapter – 06: Seamless Retail: Bridging the Digital and Physical Divide
- Chapter – 07: How to Build a 360° View of the Customer to Nurture Personalized Relationships
- Chapter – 08: Emerging Trends in Customer Relationship Management
- Chapter – 09: How to Optimize Spend and Evaluate Success
- Chapter – 10: New Technologies and the Future of Customer Experience
- Chapter – 11: Reimagining the Supply Chain in the Luxury Industry : Transparency, Human Rights, Ethical Labor Practices and Animal Welfare
- Chapter – 12: Sustainability for Luxury Brands: Global Change in CSR, Circularity and Authentication

Review quote:
“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.”

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

Review quote:
“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.”<