Thoughts and Perspectives

Service Recovery: How To Turn Upset Customers Into Loyal Ambassadors

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When...

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Thoughts and Perspectives

Why Customer Experience Is Your Beacon in Business Downturns

Most retailers experienced slower growth in 2023 compared to 2022. This is the case for luxury brands as well...

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Thoughts and Perspectives

Personalized Customer Experiences: Striking A Balance With Privacy

In the ever-evolving world of customer experience, personalization is crucial for businesses aiming to satisfy the modern consumer. The...

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Thoughts and Perspectives

Equitable Sales Commission Systems For Successful CX

I had an exceptional retail experience at the Apple Opéra store in Paris a few years ago. At the...

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Reports

The World’s Most Iconic Shopping Destinations

Shopping is more than a necessity for luxury consumers. Shopping is a way of life. Carefully selecting and investing...

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Thoughts and Perspectives

Harnessing Emirati Guest Experiences

Despite constituting only 11% of the total population, local Emirati guests have strong purchasing power for luxury brands in...

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Thoughts and Perspectives

The Attributes of CX Excellence: 3 Essential Soft Skills

Looking for the ‘secret sauce’ that will deliver a stellar customer experience in every interaction? By measuring their CX,...

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Thoughts and Perspectives

Data has become a commodity. Interpreting it is the true luxury.

Those who know us well would have heard us often highlight the commoditisation of data and how interpreting and...

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Thoughts and Perspectives

How Covid Changed Customer Experience

Christophe Caïs, founder and CEO of CXG, joins Denise Silber, co-host of the Harvard Alumni Entrepreneur Invites series, for...

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