The Luxury Retail Trust Gap report gives CX leaders and board-level decision-makers a clear, data-driven view of where trust is being built, where it's breaking, and what the gap is costing across the sector.
For every $1 of revenue opportunity in luxury CX, $9.43 needs to be protected.
Inside the report, you'll find a sector-wide data-driven view of:
The failures are in the moments that matter most and the brands that are willing to act will have a significant commercial and competitive advantage over those who don't. Download the report today and book your call for a free Trust Gap report.
Many organisations are still measuring customer experience in ways that don’t reflect how customers actually feel.
Trust is the biggest driver of loyalty and advocacy, yet it remains the least measured dimension of experience.
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Traditional metrics like NPS, CSAT and CES were designed for a pre-omnichannel world – before apps, social platforms, marketplaces and AI assistants reshaped how people choose, buy and complain.
These metrics alone are no longer sufficient.
