Ulteriori informazioni
Understand how to utilize the latest technology to deliver a unique omnichannel luxury customer experience that builds long-lasting loyalty.
Sommario
Chapter - 00: Introduction Chapter - 01: The Alchemy of Luxury: Brand Identity and Value Creation Chapter - 02: (Un)setting the Boundaries: The World of Luxury and its Protagonists Chapter - 03: Timeless Yet Timely: The Paradox of Luxury Authenticity Chapter - 04: Luxury, Arts and Culture: How Luxury Maisons have Become Prominent Cultural Actors Chapter - 05: Experience-Led Luxury Strategies: How Brands are Reshaping Customer Activation and Engagement Chapter - 06: Seamless Retail: Bridging the Digital and Physical Divide Chapter - 07: How to Build a 360° View of the Customer to Nurture Personalized Relationships Chapter - 08: Emerging Trends in Customer Relationship Management Chapter - 09: How to Optimize Spend and Evaluate Success Chapter - 10: New Technologies and the Future of Customer Experience Chapter - 11: Reimagining the Supply Chain in the Luxury Industry : Transparency, Human Rights, Ethical Labor Practices and Animal Welfare Chapter - 12: Sustainability for Luxury Brands: Global Change in CSR, Circularity and Authentication
Info autore
Gabriella Lojacono is an Associate Professor of International Management at the Department of Management and Technology of Università Bocconi and of SDA Bocconi School of Management. She is also Director of the Vertical - Made in Italy B4I, a catalyst for the most innovative and high potential ideas and startups of SDA Bocconi, and Director of the Executive Master in Luxury Management - EMiLUX.
She was a senior researcher of the Gucci Lab, Università Bocconi till December 2021. From January 2017 to December 2020, she was Faculty Deputy of the Strategy and Entrepreneurship Knowledge Group. She has run several executive education open programs and custom initiatives with some of the leading companies in apparel and leather goods, design, jewelry, hospitality, F&B, automotive, eyewear, cosmetics. Her research projects have focused on the international growth of the Made in Italy industries and companies as well as on luxury strategy and business models.
She is the author of numerous books and articles on her topics of interest. In 2021, Resilience of Luxury Companies in Times of Change, De Gruyter, by G.Lojacono and L. Ru Yun Pan was published. Her works have been published in Economia & Management, Sloan Management Review, Long Range Planning and International Business Review, among others. She has authored numerous case studies, filed in international databases, about multinational enterprises such as Farfetch, Starbucks, Davines, Inditex, Ferrari, Illy, Gucci and Valentino. Gabriella earned a degree in Business Administration from Università Bocconi with a specialization in Finance, then a Ph.D. in Economics and Management from SDA Bocconi and an ITP (International Teachers Programme) organized by ISBM at HEC in Paris. During her Ph.D., she was a Visiting Scholar at Copenhagen Business School.
Riassunto
Understand how to utilize the latest technology to deliver a unique omnichannel luxury customer experience that builds long-lasting loyalty.
