In today’s fast-paced world, technology is developing rapidly, and there isn’t an industry that hasn’t been transformed as a result. Not only are offerings from brands and businesses across all sectors becoming more advanced, but in turn, customers are demanding more from those they choose to engage with, with a greater focus on customer experience than ever before.
The luxury sector has always stood apart from the crowd in that it is underpinned by quality, exclusivity and rich heritage – and has largely stayed true to its roots when it comes to marketing and engaging with customers. Some of the biggest names in the world have, historically, barely advertised, focusing on reputation and word-of-mouth to bring in revenue, and prior to the advent of the internet and, later, social media, it worked well for them – but now that we are well and truly in the digital era, it’s an approach that no longer cuts it, and many have had to adapt quickly to our changing world to stay relevant and remain at the front of customers’ minds.
This has meant embracing modern technology wholeheartedly, building strong online presences and leveraging the latest innovations to enhance customer experience both online and off. Today, luxury brands understand the importance of keeping up with the latest tech advancements in order to continue meeting the evolving demands of consumers – whether that’s using AI to enhance customer service, virtual reality to boost experience, or doubling down on social media to retain interest and create excitement.
From luxury casinos like Hellspin Casino to iconic designer fashion brands like Gucci and Versace, here, we take a look at how luxury brands are navigating the ever-changing technological landscape to stay on top.
Luxury casinos: Virtual vs reality
In the entertainment world, luxury casinos have long been associated with opulence, and over recent years, faced with the challenges of the global pandemic, we’ve seen growing number of land-based establishments embracing the online space in a bid to stay relevant and ensure their highest-rolling customers didn’t forget about them during the extended closures that came with lockdown. Add to that the vast number of online-only casinos that had previously dominated the space, and competition is fierce – so it’s unsurprising that the biggest players have been pulling out all the stops to leverage the latest tech innovations and deliver a superior customer experience.
For the most part, these have included the likes of virtual reality (VR) and augmented reality (AR), which have allowed online casinos to recreate the sense of excitement associated with land-based casinos, offering live dealer games and an immersive experience that keeps customers captivated.
High-end online casinos have also integrated more secure and seamless payment systems of late, to make sure that transactions for players are as quick and easy as possible, with the latest encryption technology making it possible for big-spending players to continue placing the kind of eye-watering bets they love to with complete peace of mind when it comes to both privacy and security. Overall, the overhaul that the luxury casino world has undergone has meant that the customer experience is more impressive than ever before, so it’s little wonder so many players keep returning to the most advanced and innovative platforms for more.
Designer fashion brands: Personalisation takes centre stage
Luxury fashion brands like Gucci, Prada and Versace have become names that are instantly recognisable, and are synonymous with opulence thanks to their high quality goods, expert craftsmanship and a rich history and heritage. But with the digital revolution now in full swing, the ways in which they communicate and engage with customers have changed, and they’ve had to adapt quickly to keep up with evolving demands.
E-commerce personalisation has played a key role in this, and has allowed brands to tailor the shopping experience to each individual customer. In doing so, they’ve been able to streamline the process and make their customers feel like they are known and understood.
So, how have they done it? Well, advanced algorithms that learn each individual customer’s behaviours – things like browsing patterns and purchase history – and analyse them to make recommendations designed to meet their needs, is part of it, and artificial intelligence has made it all possible.
VR, too, has played a role in elevating the customer experience overall, and now allows customers to virtually try on garments and accessories from the comfort of their sofas, beds, or anywhere else they happen to be shopping from, taking the guesswork out of finding that perfect outfit.
High-end hotels: Hospitality goes high-tech
The influence of the latest tech innovations isn’t limited to the online world, and the world’s most highly sought-after luxury hotels have been leveraging it to improve the guest experience in real life, as well as during the online booking process.
Today, digital check-ins are commonplace and allow guests to quickly and easily complete the process via touch screens usually found in hotel lobbies, thus making for quicker check-ins and reduced waiting times on arrival.
Once in your room, you can enjoy a plethora of smart tech features that allow you to personalise and control the lighting, temperature and entertainment all in one place – again, most often via a small touchscreen device or central control panel.
Increasingly, five-star hotels are also implementing biometric technology for secure access to personalised services, allowing guests to book services such as laundry, spa treatments and dinners with effortless ease, and with the addition of AI chatbots to guide guests during their stay, answer queries and assist them at any time of the day or night, they are now able to provide a truly unparalleled customer experience in a way that has never been seen before.
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