In this episode, we dive into the ever-evolving world of luxury retail with ⁠Christophe Caïs⁠, CEO of ⁠CXG⁠, a leading consulting firm specializing in customer experience. Signature Experience

• Luxury purchases are more emotionally driven than other purchases.
• Emotional intention is key to creating memorable experiences that leave lasting impressions.
• Employee satisfaction results from effective training, coaching, and a supportive ecosystem.

NPS (Net Promoter Score)

• NPS is a useful but over-relied-upon metric; it doesn’t solve CX issues alone.
• Brands must actively follow up with customers to address concerns.
• A variety of indicators, beyond NPS, are needed for meaningful CX improvement.

Sustainability

• Historically, luxury consumers assumed ethical sourcing and ignored sustainability concerns.
• A new generation of consumers demands perfection in sustainability.
• Brands must fully commit to sustainability, as consumers now expect accountability and progress.

AI

• AI is widely used in supply chains and marketing for hyper-personalization.
• Integration into CX is slow but has the potential to create tailored training programs.
• AI should simplify retail staff tasks and reduce complexity to improve efficiency and bandwidth.

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