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IDEAS

Jan 53 min read
Why are luxury brands hiring from hospitality?
What was your last most memorable #customerexperience ? In my experience, it's most likely to be a dining or hotel experience that knocked y
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Sep 27, 20243 min read
Data-Driven Luxury: Leveraging Analytics for Superior Customer Experiences
How annoying is it to receive irrelevant information from a brand that you have previously shopped with ? It can make you feel under...
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Jun 26, 20243 min read
Why Luxury brands need Design Thinking ?
Design thinking meets Luxury! It's a growing trend for brands to seek human centered tools to help deliver great customer experiences.
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Jun 26, 20243 min read
The Building Blocks of a Customer-Centric Organisation
As shoppers it’s a common practice to browse online, and then drop into the store for a trial, especially if it’s a high value purchase....
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May 20, 20243 min read
Enhancing Luxury Customer Experiences: The Power of Customer Journey Mapping
Clients often ask me how customer experience differs from marketing as a function, and I find the best way to explain the difference is...
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May 6, 20242 min read
Elevate the luxury e-commerce experience with Chat
Chats are often seen as reactive customer service tools rather than opportunities to acquire, engage and connect with customers. When it...
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Oct 2, 20231 min read
Empathy at the Forefront: The Secret Ingredient of Successful CX Design
In today's hyper-connected world, a brand's reputation hinges on its customer experience (CX) design. At the heart of a compelling CX...
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