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Personalisation remains a challenge for most luxury and premium consumer brands. Whilst the majority of clients expect tailored interactions and continuity across channels, BCG finds that more than half (56%) of luxury consumers are dissatisfied with their shopping experiences, with lack of recognition and inconsistent personalisation among the key pain points. Three ecommerce leaders will share how they successfully implemented AI-driven content and predictive analytics to enhance conversions, basket value, and customer loyalty.
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Recommerce is reshaping the customer journey, introducing new dynamics to how brands build relationships, loyalty, and lifetime value. This session features senior executives from brands who have strategically embraced recommerce as a growth engine, turning it into a competitive advantage rather than a threat. They’ll detail how they've integrated resale, repair and more into their core customer strategy, leveraged data from resale channels, and strengthened brand affinity through sustainability-focused engagement.