How AI Fits Into Luxury Retail: Enhancing High-Touch Personal Service
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InnovationHow AI Fits Into Luxury Retail: Enhancing High-Touch Personal ServiceByGuy Yehiav,Forbes Councils Member.for Forbes Technology CouncilCOUNCIL POSTExpertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. | Membership (fee-based)May 28, 2026, 09:00am EDTGuy Yehiav, a recognized industry thought leader, is the president of SmartSense, IoT solutions for the enterprise. gettyLuxury products and experiences have always been marked by a high level of craftsmanship and personal service. Someone in the market for professional styling may have access to a personal stylist who makes curated recommendations, while mass-market apparel recommendations are algorithmically automated. Nevertheless, advancements in AI are still becoming a critical factor in the optimization of luxury retail experiences.Over the course of my career, I’ve been fortunate to have the opportunity to lead organizations that provide innovative technology solutions to retailers and manufacturers. In my time at Demantra (acquired by Oracle) and Profitect (acquired by Zebra), I ran demand-management supply chain, leveraging localized demand analysis for retail grocery, retail apparel and high-fashion manufacturers.These roles taught me that the future of luxury will be defined by how intelligently AI is leveraged to make personalized service even more exceptional. Elevated Personalization Personalization has always been central to luxury retail, but historically, it has relied on the intuition and attentiveness of individual associates. AI can expand this capability by transforming customer data into real-time guidance for front-line staff. When AI is layered on top of customer relationship management (CRM) systems, human service can be augmented by added intelligence. A returning customer entering a luxury boutique may trigger a profile summary for the associate assisting them. This profile could include previous purchases, preferred product ca...
