CRITICAL PERSPECTIVE ON LUXURY AND A HUMANISTIC APPROACH

 

I have 15 years of experience in Luxury Customer Experience in hospitality, retail, and luxury corporations. I have worked with international luxury brands in transforming their Customer Experience strategy, creating and strengthening their customer-centric culture, employee experience, as well as designing strategic journey maps that increase profitability and loyalty.

 

I have extensive experience in luxury service excellence training, communication, luxury etiquette and protocol, luxury sales techniques, clienteling, luxury culture, luxury sales ceremonies, intuitive service and service delivery, and in creating impactful experiences that are authentic and competitive.

 

Unlike conventional consulting firms, I don’t just deliver a deck and walk away. I stay through implementation. I act as an operational ally, helping brands translate strategies and vision into daily habits, rituals, processes, tools, and decisions that teams can actually perform and clients can atually see.

 

I'm an International Speaker and I have trained over 10,000 people. I'm a Certified Customer Experience Professional (CCXP) from the Customer Experience Professionals Association (CXPA), chair of the CXPA Middle East Regional Leadership Council and hold an Executive Master in Luxury Management and Guest Experience from Glion in Switzerland.