Building Client Relationships With Emotional Intelligence In The Digital Age

Milton Pedraza, Luxury Institute CEO, and Zornitza Stefanova, BSPK Founder and CEO, discuss building client relationships with emotional intelligence in the digital age.

COVID-19 is prompting a massive shift to digital across industries, particularly in luxury.  Ralph Lauren and Prada said recently they were expanding digital services. And Bain raised its forecast for luxury e-commerce by five percentage points. The consultant now expects e-commerce to more than double to 30 percent of all luxury purchases by 2025. We are at the dawn of a new era of hybrid shopping which connects the in-store experience with out-of-store experience, prioritizes the human connection and goes beyond transactional interactions, and focuses on the lifetime value of the client.

 Zornitza Stefanova is a Silicon Valley innovator who is spearheading the change. She believes in the power of technology. But as a consumer of luxury, she says technology has limits. Perhaps unusually for Silicon Valley, she favors Emotional Intelligence over Artificial Intelligence.

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