At Odity Pulse New York, Luxury & Retail Leading Expert Marie Driscoll delivered a sharp and timely perspective on the Customer Experience trends reshaping the global luxury landscape. Her main insight was clear:  Luxury is no longer defined by products, but by the emotion, relevance and relationships brands create.  

Today’s luxury clients expect memorable experiences, a sense of community and emotionally rich relationships. Brands increasingly move beyond products by integrating hospitality-inspired moments, curating in-store experiences and creating events that strengthen cultural and social engagement. 

Every interaction beyond the sale, whether a return, a question or a simple inquiry nurtures the client’s perception and creates a brand building-moment with empathy and attention. Indeed, it has become a strategic opportunity to cultivate the brand’s singularity. In a more competitive and slower market, a positive experience generates positive emotions and becomes the most powerful differentiator and the foundation of loyalty.  

AI now plays a central role in luxury shopping, enabling a new level of personalised service. It powers targeted marketing, refined product recommendations and suggestions aligned with each client’s preferences and purchase history. At the same time, conversational commerce and agentic shopping tools inspired by ChatGPT are reshaping how clients explore, select and interact with luxury brands.

Yet technology alone cannot convey the essence of luxury. Differentiation happens when AI capabilities are combined with human connection, cultural knowledge and emotional intelligence. The most impactful luxury experiences now emerge from a Human + AI approach, where personalisation scales without losing authenticity.

As Global Leader in Outsourced Customer Service, Odity delivers high-added value Customer Experience & Relations for luxury brands. Every day, our Brand Ambassadors strive to serve the brand’s customers by providing an empathetic and personalized response

Odity helps luxury brands by blending human savoir-faire with best-in class technology to create brand-building moment:

• Advise a quality tailor-made customer service and create a surprise & delight
• Deliver global coverage with local expertise
• Provide proactive outreach on special occasions and follow-ups

At Odity, every interaction becomes a unique opportunity to create a brand building moment, and turn into a strategic driver of loyalty, desirability and lasting brand preference.

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