Wavestone & Uptilab "Customer Digital Experience Barometer" for luxury brands

In the luxury industry, the digitalization of customer experience is already in full swing

Wavestone and Uptilab have scrutinized over 40 luxury brand websites for the February edition of the Digital Customer Experience Barometer. Every single firm has been analyzed based on more than 70 criteria (e-commerce, social media, mobile apps…) using reference tools and consultants specialized in Customer Experience.

The results show that this industry is indeed fundamentally changing. However, digital customer experience in the luxury industry has yet to reach the same level of experience and exclusivity as what is offered offline. This mainly implies the need to improve product presentation and omnichannel management, two major levers used to boost in-store visitor rates.