Slide 21
Slide 21 text
Brand
Strengthening the
luxury brand
experience
Products and
innovation
Core capabilities, and
strong lifecycle
management
Distribution
and channels
Targeted go to market
approach
Competencies
and processes
Reduce complexity and
build capabilities
● Building a luxury brand experience around the ‘moments that matter’ for our customers, across the lifecycle
● Delivering new propositions in concierge service, multiroom & loyalty
● Taking brand-led digital commerce into store
● Creating best-in-class customer service through advanced data, UX and customer care capabilities
• Connecting the consumer ecosystem to drive enhanced targeting, product selection, purchase and onboarding
• Bringing digital commerce into app and store
• Continue to extend market reach
• Trialing new digital retail opportunities such as travel retail
• Trialing opportunities in CRM and ‘closed’ retail for destocking
● Unlocking capabilities in data, advanced analytics, CRM & machine learning
● Creating an agile digital content engine to leverage marketing investment, and activate ‘story-
led’ commerce in-store, in-app and through social
● Increasing UX and agility in digital product to deliver best in class experience, alongside best in
class customer insight
● Embrace advanced analytics and machine learning (tied to the consumer ecosystem) to drive
lifecycle management at a 1-2-1 level
Our Mission on B&O