Luxury Interactive U.S.


October 13-15, 2015

Time & Life Building, New York, NY

Luxury Brands – Get a 25% discount with code LI15LI


Luxury Interactive Europe


October 26-28, 2015

London, UK

Luxury Brands – Get a 25% discount with code LIE15LUXINST


An Inside Look at the Key Opportunities Defining Luxury Retail in 2015

An interview with Milton Pedraza, CEO of the Luxury Institute, on how luxury brands are managing digital and omni-channel strategies, and where the luxury industry is headed.

Membership Association

Luxury Institute unites luxury executives dedicated to building customer-centric enterprises.
Luxury CRM Association (LCRMA)

Purpose: Co-founded with The Ritz-Carlton to enhance the CRM education and development of leading luxury brands.


The goal of LCRMA is to:

  • Educate brands on how to create a seamless, multi-channel, and measurable customer experience
  • Share strategies and tactics for customer segmentation, acquisition, retention, cross-sell/up-sell, reactivation, referral and overall customer profitability
  • Explore the ideal team structure, supporting technologies and programs needed to execute a customer-focused approach

Membership Benefits:

  • Quarterly breakfast events featuring industry expert guest speakers, panelists, or collaborative workshops
  • Exclusive research, industry insights, and sharing of best practices through a collective dialogue
  • Networking and outreach opportunities with 20-25 other Top-Tier Luxury Executives from all luxury sectors
  • Executive summary and presenter content recap shared following event

Current or Past Luxury CRM Association Members:

  • Barneys New York
  • Bentley Motors
  • Buccellati
  • Bulgari
  • Carolina Herrera
  • Chanel
  • Coldwell Banker Previews
  • Constellation Brands
  • Convergent Wealth Management
  • Darden Restaurants
  • David Yurman
  • Gucci
  • Gurwitch Products
  • La Prairie
  • Mandarin Oriental Hotels
  • Michael Kors
  • Mulberry
  • The Ritz-Carlton
  • Tiffany & Co.
  • Virtuoso

For more information on becoming a Luxury CRM Association Member, please contact Katherine Sousa at

Industry and Brand Events

Luxury Institute shares unique luxury knowledge with passion and candor.

For more information about our products and services, please contact us.

Speaking Engagements

  • Conferences: As the leading quoted expert on the luxury and premium goods and services categories, Luxury Institute CEO Milton Pedraza is frequently invited to speak at industry conferences.

    Recent conference speaking engagements include:

    • eTail
    • JCK Las Vegas
    • Luxury Daily: Luxury FirstLook Summit
    • Luxury Daily: Luxury Outlook 2014: Up, Down or Flat?
    • Luxury Interactive
    • Merchandise Mart
    • Next Generation Customer Experience

    “Thank you for your help in making our event a huge success. It was wonderful to have you as a part of our Chicago VIP Luxury Summit and we continue to get extremely positive feedback. We could not have done this without your support, dedication and talent. We are very appreciative of all of your efforts and time.”
    -Marketing Director, Merchandise Mart Properties Inc.

  • Brand Meetings: After a decade of working closely with top luxury brands, Luxury Institute has gained an intimate knowledge of the industry’s challenges and opportunities that allows us to share new trends, market outlook, and brand stories.

    Recent brand speaking engagements include:

    • Coldwell Banker
    • REEDS Jewelers
    • Independent Means
    • Treasury Wine Estates
    • Perpetual
    • Forevermark
    • Kering

    “Your insights were very helpful in setting our future direction and strategy.”
    -Private Wealth Management firm

Interactive Solutions Workshops

  • Existing Challenges: Objective and independent facilitation to align and focus teams on developing actionable solutions for current issues.

    Sample Workshop topics include:

    • Enabling and executing global teamwork
    • Overcoming internal data silos
    • Communicating brand heritage and history
    • Streamlining relationships with multi-channel consumers
  • Growth Opportunities: Group brainstorming session to define potential areas for innovation to transform brands into industry leaders.

    Sample Workshop topics include:

    • Reaching affluent millennials
    • Developing and nurturing referrals
    • Building long-term customer relationships
    • Optimizing technology with human relationship building efforts

Luxury Intelligence

Provides in-depth research and analysis related to the perceptions and behaviors of wealthy consumers around the world.

For more information about our products and services, please contact us.

Custom Research

  • Quantitative: Online surveys can be fielded with wealthy consumers from various demographic backgrounds and geographic regions.
  • Examples include:
    • Overall panels of U.S. and global affluent consumer lifestyle and trends
    • Topical or industry surveys
    • Brand tracking studies
    • Brand client experience surveys and evaluations
    • Brand awareness measurement
    • Competitor analysis
    • On-premise customer intercepts
  • Qualitative: Individual or group, global or national, research with loyal, lapsed, and aware non buyers can be conducted to evaluate your current brand health and discover actionable data.
  • Sample topics include:
    • Full diagnostic brand assessment
    • Decision-making factors that drive loyalty
    • Relative importance of loyalty drivers
    • Attributes that lead to positive customer experiences
    • Barriers to consideration and/or purchase
    • Current brand perception
    • Customer experience online and offline
    • Customer experience competitive analysis
    • Existing equities that will drive future appeal
    • Ethnography

Syndicated Research

    • WealthSurvey: Validates critical issues, opportunities, and best practices, all according to the voice of wealthy U.S. consumers, and luxury executives.
      All WealthSurveys published by Luxury Institute since 2007 are available for purchase.

Sample topics include:

  • The State of the Luxury Industry
  • Multichannel Purchase and Behaviors
  • Understanding Wealthy Millennials
  • Loyalty and Rewards Programs
  • Marketing to Wealthy US Women
  • Corporate Social Responsibility
  • Brand Partnerships
  • Mobile Applications and Commerce
  • Experiences with Luxury Salespeople
  • In-Store Customer Experiences
  • Luxury Branding and Marketing


    • Luxury Customer Experience Index (LCEI): Evaluates and compares experiences of actual brand purchasers
      All Luxury Customer Experience Index surveys published by Luxury Institute are available for individual purchase. We offer custom questions and analysis to best suit your needs.

Sample categories include:

  • Automobiles
  • Cruise Lines
  • Hotels
  • Luxury Retailers

Sample markets include:

  • United States
  • Europe
  • Japan
  • China
    • Luxury Multi-Channel Engagement Index (LMEI): Aggregates in-store and online experience metrics of recent brand shoppers
      All Luxury Multi-Channel Engagement Index surveys published by Luxury Institute are available for individual purchase. We offer custom questions and analysis to best suit your needs.

Sample categories include:

  • Luxury Retailers
  • Major Fashion Brands

Sample markets include:

  • United States
  • Europe
  • Japan
  • China
    • Luxury Brand Status Index (LBSI): Measures the value and equity of leading brands according to the perceptions of affluent consumers
      All Luxury Brand Status Index surveys published by Luxury Institute are available for individual purchase. We offer custom questions and analysis to best suit your needs.

Sample categories include:

  • Home Appliances
  • Jewelry
  • Liquor
  • Wealth Management Firms

Sample markets include:

  • United States
  • Europe
  • Japan
  • China

White Papers

In our recent white paper, Luxury Institute’s Operations Optimization Summer Checklist, we provide a checklist addressing eight concerns from luxury executives as they wrestle with how to allocate resources across the organization to optimize performance.

Below is a list of all white papers currently available. To download a white paper provided by Luxury Institute, please contact us.

Luxury Institute’s Operations Optimization Summer Checklist

Luxury Institute’s 7 Rules for Peak Performance in Luxury Client Relationships

Luxury Institute’s Seven Trends Shaping Luxury in 2015

Three Luxury Myths Killing Your Brand Equity

Wealth and Luxury Trends 2014 and Beyond

10 Innovative Action Steps that Drive Sales in this Uncertain Economy