• Jean-Baptiste Calais South-East Asia & Oceania Director of Customer Experience Group You Help Brands Move Towards A Personalised Customer Experience Model. What Does This Mean And Is There Such A Thing As Too Much Personalisation? Based on our...
  • News / Monday, 25 February 2019 - 14:41
    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. A sales assistant approached and began telling me the brand story...
  • News / Monday, 25 February 2019 - 14:20
    Chinese luxury brands are a reality and likely to become a force to be reckoned with sooner than we expect.
  • why-luxury-mystery-shopping-is-obsolete-and-how-to-replace-it
    News / Tuesday, 11 December 2018 - 16:53
    Mystery Shopping, the act of sending a ‘fake customer’ into a retail store has long been seen as the end all solution for assessing a store’s compliance versus pre-defined guidelines/standards.
  • customer-experience
    No one can accuse luxury brands of cutting corners where advertising spend is concerned. On average, they divert 8% of their turnover into funding advertising initiatives. In the US for example, luxury brands invested more than $5 billion in...
  • News / Tuesday, 27 February 2018 - 11:19
    The Customer Experience Group is pleased to announce the expansion of its team with the appointments of Craig Lee as Customer Experience Director of Activate Experience and Thierry Noel as Executive Director of Strategy and Development of Albatross...