TECHNOLOGICAL
ADVANCES IN
THE LUXURY
SERVICE
INDUSTRY
By Nira Lieberman
The way forward
for personalized,
customized, and
tailored services
in luxury lifestyle
and concierge
management
Personalization is becoming a reality
across the service industry, and it is
changing rapidly. As consumers begin
to change, so does technology, and
this correlation should be examined
more closely to increase consumer
engagement and loyalty.
One way to engage consumers is to
apply predictive technology which
creates the ideal consumer interaction:
“The ability to predict and understand
consumer content goes beyond the
basics of personalization, it uses
behavioral data to tailor custom
experience” (digital surgeons, 2017).
There are new software innovations
that are able to understand and cater
to specific needs, making it much
easier to give consumers exactly what
they want. Predictive analytics has
a very strong role in this industry
because it creates a “future-forward
human/machine hybrid consumer
service reps that can further increase
satisfaction” (digital surgeons, 2017).
This makes a more seamless transition
in which consumers won’t feel like the
service is coming from mere data but
rather a human, one-to-one customer
service agent. So, what is the next step
for luxury service companies? To go
beyond expectations for their clients
in order to understand and predict the
demand of these high-end consumers
before the service is even created.
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