2022 Luxury Forecast: Technological Leapfrogging And Borderless Retailing

How can luxury retailers maintain an experience that resonates with VIP customers even as the buying journey becomes more digitized and fragmented? How can they ensure their communications serve shoppers’ needs without diminishing the personal touch and those long-standing, exclusive relationships they’ve worked so hard to cultivate? How can technology tools help them achieve customer satisfaction and loyalty goals in a shifting marketplace?

To find answers to these and other questions, Retail TouchPoints and Cegid conducted a survey from June – July 2019. We asked executives (director level and above) from 165 retailers in North America and Europe — from independent luxury retailers to large international luxury brands — to respond, allowing us to get a global view on where luxury retail is headed over the next three years.

Check out the report for access to important stats, including:

  • 77% of luxury retailers rank loyalty and VIP programs among their top three priorities when it comes to tailoring the customer shopping experience;
  • Luxury brands continue to expect in-store staff to create more one-on-one relationships with customers (69%) and to engage high-value customers (50%); and
  • Only 37% offer specific services tailored to local markets that are not available in all locations.

Check out the report now!

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