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Watches & Wonders 2021 Panels: Client Experience
Aside from the flurry of novelties unveiled during the purely-digital Watches & Wonders 2021 (W&W;), discussion panels took place every day, each conceived to tackle some of the most salient issues facing the luxury-watch industry. We bring you a roundup of the panel that took place on April 10 on a key topic for brands and customers alike: the client experience. Despite the predominantly digital set up, W&W; managed to create a truly interactive debate with a mix of participants on site in Geneva, as well as speakers dialling in remotely, all converging to discuss the same topic. Here are the key findings that emerged. The panel with Beatrice Goasglas of TAG Heuer on site with moderator Mélanie Freymond, and the other panellists on screen Client experience in the digital era The client experience is a central theme for luxury brands, which are all trying to go above and beyond to create an encounter that matches the quality embodies by the products that they make. Watchmakers already started down that path several years ago with increasingly elaborate boutiques, but the development of digital tools and now the pandemic have overturned how brands conceive the whole of the client experience. As Beatrice Goasglas, Vice-President for Digital & Customer Experience at TAG Heuer, noted, “Digitalisation is an opportunity, even a blessing, for brands and maisons to engage even more with their final customers.” Indeed, especially within the context of the pandemic, digital too...
