Advances in machine learning (ML) are tilting the playing field in consumer retail. On the one hand, tech-savvy pioneers like Amazon and Glossier are leveraging ML to captivate Millennials and Gen Z consumers with ever more engaging and personalized online shopping experiences. On the other, traditional retail brands, especially luxury labels, hesitate to embrace ecommerce for fear of losing their exclusive, white-glove service experiences delivered through the brick-and-mortar channel. Using Burberry as a case study, this article discusses why luxury retail brands must develop a robust ecommerce strategy to stay relevant, and how leveraging ML can help them win over online shoppers without diluting brand equity.
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