In the rush towards automation and efficiency, are luxury brands losing the essence of what makes them desirable?  Technology has been the great democratiser; whatever you want is now just once click away. But exclusivity and luxury go hand in hand – and exclusivity isn’t everything, everywhere all at once.

Customer experience and creativity is at a crossroads. Before we choose which direction to head in we need to ask ourselves some questions; ‘Are We Programming the Soul Out of Prestige?’ ‘Can You Automate Awe?’  ‘What’s the future for luxury CX when creativity is bring commoditised?’

This provocative panel challenged the current trajectory of the role of AI, e-commerce and virtual CX in the luxury experience. We asked whether we’re sacrificing true human connection, exclusivity, and emotional storytelling for the efficiency of the algorithm.