Articles

The Art of Listening: When Brands Hear Without Truly Understanding

Why is it no longer enough for brands to simply collect feedback? Because the real value lies in how they act on it...

UAE emerges as hub for limited-edition luxury cars amid wealth influx

The influx of ultra-high-net-worth individuals (UHNWIs) into the UAE from around the world has set off a personalisation-based trend in the ultra-luxury...

Christophe Caïs of CXG: of Strategy, Transformation and AI-Driven Insights

Christophe Caïs, is the Founder and CEO of CXG, a leading customer experience consulting and transformation agency for premium and luxury brands...

Lorsqu’une expérience client est mémorable, cela multiplie par 5 l’envie d’acheter du client

Lors de la conférence organisée par CXG le 10 octobre 2024 au prestigieux Peninsula, Christophe Caïs, CEO de l’entreprise...

From US to UAE, a French expat’s tale of serial entrepreneurship

Christophe Caïs, 55, has been managing his own firm that takes care of customer experiences at luxury brands like Louis Vuitton...

Insights: How global brands can tap GCC’s luxury market

The GCC luxury market stands at a transformative crossroads. With one of the world’s youngest and wealthiest populations...

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...

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...

Personalized Customer Experiences: Striking A Balance With Privacy

In the ever-evolving world of customer experience, personalization is crucial for businesses...

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 time...

Will The Luxury Sector Embrace The Metaverse?

Despite being in its early stages, the metaverse is getting a lot of attention for its significant potential and substantial rewards...

The Travel Retail Renaissance

The pandemic created an environment for the retail industry to demonstrate resilience, adaptability, and innovation...

How covid changed customer experience

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

Is Sustainability The Next Frontier For Luxury Brands?

Luxury brands can no longer ignore the subject of sustainability. The new generation of consumers, who, in 2018 alone, drove 85%...

Technology Is An Enabler,
Not A Solution

The chaos of the pandemic forced retailers to quickly adapt to new public safety regulations — and a complex new customer with changing...

Luxury Brands And Social Media: When Less Is More

Somehow as the catalyst, the pandemic has forced companies to embrace social media even more to modernise their marketing strategies.

Transforming The Luxury Industry For The New Normal

Amid more than six months of fighting the pandemic, the world has been thrust into new realities and new ways of living.

Customer Experience Group CEO Christophe Cais Insights for Bloomberg

From sending vans to the Hamptons to personal shopping over FaceTime, high-end brands are trying to offer exclusivity amid social distancing.

Cities of luxury: Dubai – Luxury Memo special report

As the business hub of the Middle East and one of the world’s wealthiest cities, Dubai has attracted its fair share of affluents...

Customer Experience (CX) Programs: Past, Present And Future

I recently took my car in for servicing and got it back the same day. But after less than an hour, the problem reappeared. I took the car back..

Customer Experience Metrics Must Be Adaptable

As more luxury brands are getting up to speed with ecommerce, companies also need to adapt how they value and measure customer experience....

Stirring dragon: the rise of Chinese luxury brands

In 2013, the Chinese government sought to diffuse social tension by imposing a ban on TV and radio ads for luxury goods. This was meant to address the country’s widening gap..

The Selling Ceremony Has Gone Obsolete. What Now?

Let me start with a story -- one that tells of changing times and practices failing to keep up. A few months back, I was in the store of a well-known luxury brand, looking for a tie...

Seven Trends Luxury Retailers Should Get On Board With

When luxury retail experts gather to discuss the latest industry developments, the conversation typically drifts in the direction of technology certainly deserves a prominent...