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  "documentTitle": "True-Luxury Global Consumer Insights 9th Edition",
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      "text": "LUXURY IN A CHANNEL- LESS AGE: TRUE- LUXURY CONSUMER STILL UNHAPPY",
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      "text": "Luxury brands and industry experts have been actively discussing omnichannel journeys... less than 50% of luxury consumers are truly satisfied... in-store satisfaction level is ~x2 that of mass retailers... online ceremonies... ~0.8x that of mass players.",
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      "text": "In order to master CX in a channel-less age, brands will need to quickly fix the basics on functional aspects... writing the playbook on emotional step-change... 'play defense' by hyper-specializing or 'play offense' by hyper-personalizing.",
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