CXG Named as Research Partner for Shoptalk Luxe 2027
The luxury customer experience specialist will conduct an international study in partnership with Shoptalk Luxe, comparing what luxury clients value with what industry leaders plan. Founder and CEO Christophe Caïs will unveil the findings at Shoptalk Luxe in Abu Dhabi, 2–4 February 2027.
Paris, 12 November 2026, CXG, the customer experience consultancy to premium and luxury brands, has been named research partner for Shoptalk Luxe 2027. CXG will conduct an original international study with Shoptalk Luxe into the tensions reshaping luxury. Founder and CEO Christophe Caïs will present the findings in a dedicated keynote at the event, taking place in Abu Dhabi from 2 to 4 February 2027. Luxury brands are making choices that pull in opposite directions. The study examines four of them, and whether brands and their clients see them the same way:
Efficiency vs humanity: where AI can drive efficiencies within luxury and premium businesses, and where clients still expect human judgement, reassurance or discretion.
Reach vs desirability: how brands can broaden demand without feeling less distinctive, and what makes a luxury purchase feel worth the price today.
Connection vs conversion: which investments in stores, service and clienteling build lasting relationships rather than short-term sales, and which contact risks pushing clients away.
Volatility vs resilience: how geopolitics, wealth, travel and price sensitivity are reshaping demand, and where leaders will protect, cut or increase investment.
Across all four, the research sets what clients say they value against what industry leaders expect and plan.
CXG designed the methodology and is conducting the study from fieldwork through to final analysis, combining large-scale quantitative surveys with qualitative interviews across both audiences: luxury consumers and brand executives. The research covers consumers across Europe, the US, Mainland China and the GCC, as well as the brands and retailers on the other side of the relationship. Europe is one of four consumer markets covered, giving European houses a direct read on their home clientele alongside their key growth markets.
The research draws on the Shoptalk Luxe community of retailers, brands and executives, together with CXG’s base of luxury and premium clients and its proprietary panel of over 90,000 luxury consumers, including VICs.
“Luxury has left the era of easy growth, and every leader I speak to is making harder calls: what to automate and what to keep human, how to justify the price, which client relationships to invest in and what to protect when demand turns. This study puts the same questions to brands and to their clients. Wherever those answers diverge, value is being lost, and I expect some of those gaps to surprise the industry.”
— Christophe Caïs, Founder and CEO of CXG
“Luxury is being redefined in real time: by AI that is changing how clients discover and buy, as well as how businesses operate, by a new scrutiny of what makes a price worth paying, by the future of the store and the client relationship, and by demand that is shifting across markets. These are the questions our community is wrestling with right now. Together, we will reveal where the industry and its customers agree, and where they don’t, and give leaders the evidence to shape what luxury becomes next.”
— Rebecca Bemhena, VP of Content & Insights at Shoptalk Luxe
Christophe Caïs will present the findings in a dedicated keynote and will also moderate the panel “GCC Investment Priorities in a More Uneven Market”. The full report, co-branded by CXG and Shoptalk Luxe, will be available to download for event attendees during Shoptalk Luxe, and on cxg.com and luxe.shoptalk.com following the event.
About CXG
CXG is the leading data-driven consulting and solutions partner to premium and luxury brands, turning insight into retail execution and performance. Working with over 220 leading luxury brands worldwide, CXG combines strategic consulting, consumer insights, performance measurement, CX and EX programs, and scalable capability building through in-person and digital learning to close the loop from strategy to execution. At the core of its approach is a proprietary global panel of over 90,000 premium and luxury consumers, providing a direct, in-market view of customer expectations and behaviors. Founded in 2006, CXG operates in 85 countries, with 12 offices worldwide and a team of over 260 professionals. www.cxg.comAbout Shoptalk Luxe
A Hyve Group event, Shoptalk Luxe is the world’s leading luxury and premium retail innovation event. It brings together more than 2,500 decision makers from over 55 countries, one in three at C-suite level, including heritage houses, challenger brands, retailers and more than 200 technology providers. Across five stages and more than 20,000 co-matched meetings, Shoptalk Luxe explores how in-store and digital experiences are merging, the technology behind elevated customer journeys, and the new business models where experience becmes the competitive edge. luxe.shoptalk.com
