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were living in the most technologically exciting time in history think about how were dazzled by virtual and augmented reality interactive screens and a I powered everything and so Im left wondering if luxury is losing its luster in being seduced by code and whether theres an opportunity to WoW customers by prioritizing human touch and emotional intelligence over ones and zeroes as more brides increase access to luxury like experiences for example how to / democratize the personal chauffeur it means premium brands cannot differentiate on technology alone brands need to get better at being emotional luxury has never been self-serve customers want emotional luxury derived from feeling recognized special and known yet sadly only 20% of consumers say they feel special and recognized by a brand representative this is a massive untapped opportunity the luxury experience is something tailored at an emotional level and this is still uniquely a human capability ultimately brands need to rea