This week, we had a fascinating chat with Juliana Evangelista about what makes luxury customer experience actually luxurious. Juliana comes with a really interesting perspective from working with brands like Swarovski on how to train retail teams and create those "wow" moments that keep people coming back.

Three big things that stood out:

Discovery before transaction - don't just ask "what are you shopping for?", learn about the customer first 

Consistency matters more than fancy perks - you'd have someone spend $100 ten times than $5k once

AI should enhance human connections, not replace them - use data to empower staff, not automate them away

Juliana shared horror luxury shopping experiences, which drive home her points that every interaction matters, especially in luxury. You can find her at jewelsempre.com if you're looking to level up your CX game.