02203cam a2200265 i 4500 13574048 20241113170155.0 240529s2024 enk b 001 0 eng 2024023112 9781398615472 (OCoLC)1396140731 (OCoLC)on1396140731 (OCoLC)1396140731 DLC eng rda DLC OCLCO PUL eng HF5415.5 .L65 2024 The future of luxury customer experience : how to create high-value, personalized omnichannel experiences / Gabriella Lojacono. London ; New York, NY : Kogan Page, 2024. xviii, 324 pages ; 24 cm 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. 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 inclusivity and social responsibility, the use of AI and virtual experiences, as well as how set KPIs to evaluate success, this book provides practical advice on how to create a luxury customer experience that will deliver exceptional results. Customer relations 3627 Electronic commerce 1263 Lojacono, Gabriella 13777 editor lcc 0 0 lcc 0 0 TBS TBS 2024-11-13 1 HF5415.5 LOJ B06001 2026-02-27 2025-12-17 1 2024-11-13 1 4416 4416