The Future of Luxury Customer Experience: How to Create High-Value, Personalized Omnichannel Experiences

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.

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.

Guido Tirone, based in Dallas, Texas is VP of Customer Insights and Analytics at Canyon Ranch. He is also Senior Lecturer for the University of Texas and a Fellow at SDA Bocconi School of Management.