By In Social Media

The empathy machine

In the luxury environment: Experience is key and experience goes beyond  content. It is shaped by the interactions among individuals and between individuals and technology. As stated by Andy Clark: “We humans have indeed always been adept to dovetailing our minds and skills to the shape of our current tools and aids. But when those tools and aids start dovetailing back, when our technologies actively, automatically, and continually tailor themselves to us, just as we do to them, the line between tool and user becomes flimsy indeed”

Data, sensors, intelligent objects are key trends that are transforming the luxury industry. Client profiles are enriched by behavioral data (what consumption? When? Devices?) to drive 1to1 communication.

Core to luxury experiences is personal connection. Technology is key to helping storefronts and sales staff identify and reward VIP and loyal consumers

The challenge is to build “empathy machines” to use technology to optimize convenience and create  feelings of exclusivity

The ability of the luxury industry to transform a purchase into an immersive experience can be illustrated by the Lincoln case: http://www.lincoln.com/blacklabel where human to human interactions are improved by big data and connected objects.

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