Milton Pedraza

Chief Executive Officer
Luxury Institute

Milton Pedraza is the CEO of the Luxury Institute. Over the past 10 years, Milton has established the Luxury Institute as an independent and objective luxury research company and a trusted boutique consulting firm. Known globally as the foremost resource for affluent consumer insights and customer experience best practices, the Luxury Institute has served hundreds of luxury goods and services brands across numerous categories. Milton advises and serves on the Boards of top-tier luxury and premium brands, start-ups, and private investment firms. He is sought after worldwide for his candid and forward-thinking views on luxury and is the most quoted industry expert in leading media outlets and publications. Milton is an authority on CRM, Analytics and Big Data. Prior to founding the Luxury Institute, his successful career at Fortune 100 companies included executive roles at Altria, Pepsico, Colgate, Citigroup and Wyndham Worldwide.

Check out the incredible speaker line-up to see who will be joining Milton.

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Day 1

Saturday, January 10th, 2015

09:40 C-Level Panel Discussion: Eliminating Channel Conflict Between In-Store And Online

As your online business continues to grow, it’s important for your brick and mortar stores are still accurately equipped with the right knowledge and right attitude. With the right infrastructure and right human touch, your luxury brand can truly be unbeatable in an omnichannel world. The executives on this panel discuss how they run their eCommerce world but are able to encourage their in-store business processes. Discussion points include:
• Assessing the importance of reinforcing your brand with store consultants to ensure they effectively represent the brand
• Analyzing a new corporate structure: giving commission to store consultants if product out is in store, but available online
• Ensuring sales consultants have a more effective method for collecting CRM data

11:50 Workshop 2: Customer Service In The Digital Age

While many are predicting the demise of the store from digital commerce, nothing could be further from the truth. Most malls and stores will not go extinct, but they will have to dramatically change. Gen X, Y and Boomers all love to shop offline. You just have to inspire them with friction-free relevancy and innovation. Milton Pedraza shares insights into what consumers want from the store experience to remain relevant and presents several best practices to drive in-store traffic. Workshop discussion covers:
• Implementing policies and techniques that allow consumers to find, buy and exchange in any channel from the store
• Using relationship building efforts via digital to drive store visits and sales while increasing conversion and retention
• Transforming your store physically and culturally into a relationship building center that inspires consumers to visit often and buy