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Luxury’s Customer Experience Is Getting a Tech Upgrade

Far from replacing the personal, face-to-face service at the heart of the luxury shopping experience, new technologies and digital channels are giving brands engaging and creative ways to enhance their customer relationships.
Farfetch-owned Browns’ in-store app technology.
Farfetch-owned Browns’ in-store app technology. (Farfetch)

This article first appeared in The State of Fashion: Technology, an in-depth report co-published by BoF and McKinsey & Company.

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Further Reading

The State of Fashion: Technology — Download the Special Edition

The special edition of The State of Fashion report by The Business of Fashion and McKinsey & Company explores the great tech acceleration gripping the industry. Download the full report to understand the key imperatives that are spurring top brands and retailers to ramp up investments in technologies from AI to blockchain, to both address pain points and boost their competitive edge.

Get Ready for the Great Fashion Tech Acceleration

As the industry gets ready for unprecedented pace of technological advancements, leading brands and retailers are expected to double their spending by 2030 on everything from AI to hyper-personalisation tools to traceability. BoF and McKinsey’s new special edition of The State of Fashion unpacks what lies ahead.

About the author
Marc Bain
Marc Bain

Marc Bain is Technology Correspondent at The Business of Fashion. He is based in New York and drives BoF’s coverage of technology and innovation, from start-ups to Big Tech.

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