Скачать или смотреть How Luxury Brands Create Unforgettable Customer Experiences | CXG CEO Christophe Cais

How Luxury Brands Create Unforgettable Customer Experiences | CXG CEO Christophe Cais #luxurycx #customerexperience #creativeimpact

What truly makes a luxury experience unforgettable? In this episode, I explore the power of emotional connection, personalization, and creative CX strategy with Christophe Cais, CEO of CXG, a global leader in luxury customer experience research.

We uncover how elite brands like Louis Vuitton, Burberry, and Hermès are redefining luxury by merging tradition with cutting-edge technologies like AI and immersive retail design. Christophe shares his journey from finance to fashion and explains how experiences, not products, are becoming the new luxury.

Key Topics Covered:

The Meaning of Luxury: How defining "luxury" impacts customer experience strategies.
Creativity in Action: Priorities and principles for designing exceptional experiences.
Personalization & Emotional Connection: Tailoring experiences while preserving brand identity.
Digital Innovation: How technology like AI and VR enhances the luxury journey.
Sustainability & Brand Values: Integrating eco-friendly practices into luxury without losing appeal.
Challenges & Trends: Balancing tradition and innovation while adapting to shifting customer expectations.
Future Vision: Predictions for the evolution of luxury customer experiences in the years to come.

Our guest also provides actionable advice for aspiring professionals in the luxury space, emphasizing the importance of balancing creativity with brand values while navigating new trends and technologies.

If you’re passionate about CX strategy, luxury innovation, or branding that inspires loyalty, this episode will give you insider-level insight into the future of premium brand experiences. We discuss emotional storytelling, service recovery, VR in retail, and the importance of aligning CX with sustainability and authenticity.

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Timestamps:
00:00:00 - Intro
00:03:32 - Defining Luxury
00:06:56 - Protecting Brands ️
00:10:34 - Innovation Vs. Creativity
00:14:52 - Emotional Labour
00:17:57 - Customer Emotions ️
00:21:50 - Refreshment Towel
00:24:16 - Store Queues Take
00:26:40 - Queue Management
00:29:38 - Creative Solutions
00:33:27 - Customer Experience
00:37:16 - Online Presence
00:41:30 - Quiet Luxury Impact
00:45:11 - Future of Luxury

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