The Luxury Evolution 2018 1 2 PDF

The Luxury Evolution
Presented by
&
The Luxury Evolution Report SKIFT REPORT 2018 2
Executive Letter
The world is changing at a rapid pace. In just the past 10 years, we’ve witnessed a rise in urbanization, the
continued march of globalization, and the growing impact of digital on nearly all aspects of life, from the
media to culture to the economy and beyond.
Amidst these changes, today’s consumers are responding with a flurry of changes of their own. Whether
it’s the demand for radically-transparent business practices, an embrace of the “sharing economy,” a
prioritization of experiences and self-actualization over owning “stuff,” or a growing desire for healthier
lifestyles, these empowered individuals are forcing today’s companies to adapt simply to keep pace.
Nowhere is this shift more evident than when it comes to the rapidly-changing luxury consumer. These
affluent individuals are creating not just a new economy, but a new conception of society itself. This “new
school of wealthy” isn’t just economically powerful, it’s also aware of how consumption impacts society and
others. It’s a group that is fluent in the language of today’s fast-moving technology tools while still craving
real-world experiences. It’s a group that clusters in key regions of the world and in major cities, but also a
cohort that is multicultural and global in their outlook.
How can today’s luxury-oriented brands and companies make sense of these ever-evolving affluent
individuals? More importantly, how can they hope to understand where the tastes of this fast-changing
group will shift to next? It was with these questions in mind that Marriott International teamed up with
Skift Research earlier this year, surveying more than 5,000 luxury travelers from five key markets about
ongoing changes in their attitudes toward the concept of luxury. We further supplemented this survey
with extensive interviews with luxury thought leaders, helping to produce a snapshot of the evolving values
of today’s luxury consumer.
Two critical insights emerged from our work. On one hand luxury always has been, and will continue to
be, defined by timeless values such as quality, comfort and elegance. In this sense, little has changed
about what luxury means to today’s consumer. On the other hand, roughly three out of four of our survey
respondents worldwide said that “luxury” means something different today than it did to their parents’
generation.
What are these emerging values? And what do they tell us about where luxury will head in the future? We
investigate these questions and more in, “The Luxury Evolution” report, providing our thoughts about where
luxury is headed by means of three key themes shaping the future of the luxury travel experience. Please
join us as we reveal the conclusions of our deep dive into the evolution of luxury in the report below.
Tina Edmundson,
Global brand officer, Marriott International
Table of Contents
Introduction 4
Understanding the Values Behind Today’s Luxury Mindset 8
Three Themes Reshaping Global Luxury 13
1. The Evolving Bucket List Incorporates a New Set of Aspirational Needs 14
Luxury is a Launchpad for Self-Actualization 15
Data Spotlight: Luxury Travel’s Emotional “Journey” 22
Spotlight on China: Introspection Creates a more Discerning Traveler 23
Access is the New Authentic 26
Data Spotlight: Is Luxury Local or Global? 31
2. The Evolution of Wellness Encompasses Physical, Mental and Emotional Health 33
Redefining Wellness as Wellbeing 34
Data Spotlight: The Health Benefits of Disconnecting 38
Spotlight on New York: Why the Big Apple Shows How Far 40
Affluent Consumers Will Go for Wellbeing
3. New Technologies Answer the Demand for Truly Personalized Luxury 33
The Future of Luxury Will be Augmented 34
The Rise of AI-Powered Guest Centricity 48
5G Platforms Will Eat the World 53
Conclusion 57
Further Reading 58
About Marriott International 59
ABOUT SKIFT MASTHEAD
Skift is the largest industry intelligence platform Skift President / Carolyn Kremins
in travel, providing Media, Insights & Marketing to SkiftX Executive Editor / Greg Oates
key sectors of the industry. SkiftX is Skift’s in-house SkiftX Research Editor / Jeremy Kressmann
content marketing studio, working collaboratively Skift Research Director / Luke Bujarski
with partners on integrated projects including SkiftX Director / Katherine Townsend
webinars, video, research, and live events. Skift Sales Director / Danielle Wagstaff
Skift Senior Designer / Ping Chan
To learn more, email [email protected]. Designer / Jayne Lee
Introduction
What is luxury? In 2018, the answer will depend on who you ask. Query a hundred people from
the luxury industry on what the concept means to today’s affluent consumers, and you’re likely
to get a hundred different answers. “This is everybody’s favorite question, from every end of the
earth,” said Geoffrey Kent, founder, chairman and CEO of luxury travel company Abercrombie
& Kent. But as Kent acknowledges, answering the question involves digressions into numerous
unexpected subjects and topics. “You have to leap all over the place.” Consider the two
seemingly conflicting explanations provided by different sectors of the luxury industry.
One explanation offered by consumers and luxury industry observers is that today’s definition
of luxury is the same as it has been for centuries: a combination of long-standing themes
including quality, comfort, and elegance. “True luxury is timeless,” said Alexandre Quintin,
international brand ambassador for the House of Remy Martin, in a 2017 interview. “It is still
the same today as it was in 1874. It is still the richest one percent of the planet enjoying our
product.”
Though Quintin is referring to rare cognac, the comment is symbolic of one side of today’s
luxury debate, an opinion that certain aspects of what consumers consider luxurious hasn’t
changed all that much. These are the quintessential signifiers we’ve come to expect when
talking about luxury: items like a beautifully-crafted leather handbag made by a high-end
fashion house, services like a personal butler in a penthouse hotel suite, or artful designs like
those found in the sleek metal curves of an Italian sports car.
The second explanation offered by experts and consumers is that today’s concept of luxury is
evolving to mean something altogether different. “Our relationship with luxury has become
far more multi-faceted, subtly nuanced and laced with cryptic messages,” noted Rebecca
Lowthorpe in a 2016 essay for i-D Magazine. “Luxury is as wrapped up in the personal identity of
much of the world as it ever was, but where it used to be ‘I buy luxury goods; therefore I am,’ it
is now ‘I buy luxury goods because I am special, unusual, interesting.’ In fact, I’m so interesting
that you should be interested in me, too.”
Lowthorpe’s analysis paints a very different picture of luxury consumption: a picture that has
much more to do with enjoying experiences, focusing on physical and mental health and
concepts of personal fulfillment. This might include finding the time to participate in a silent
meditation retreat, taking a safari at a nature lodge in Botswana, enjoying a spa visit for anti-
aging treatments, or taking a multi-day cooking class taught by one of the world’s top chefs.
How is it possible that a single term could come to represent such vastly different notions of
potential purchasing options, experiences, and ideas in the minds of consumers? It’s a question
with enormous financial repercussions. As noted by research from Bain & Company, the overall
market for luxury goods and experiences is set to grow by 6% in 2017, reaching an estimated
$1.4 trillion in spending worldwide. Another 2017 report by ITB Berlin and IPK International
estimated that spending on luxury travel has been growing at 18 percent annually since 2014,
nearly twice the growth rate of spending on all international travel (9 percent annually). But with
so much potential spending on the line, it’s essential that executives learn to speak the same
language as today’s luxury consumer, reconciling the ever-changing, often conflicting notions of
the concept to help them develop tomorrow’s luxury products, services and experiences.
It was with this imperative in mind that Skift and Marriott International set out earlier this year
to better understand the shifts in global attitudes toward luxury by means of a worldwide
research study. This cross-market examination of the luxury consumer landscape, conducted
by Skift Research with help from Marriott International, involved the creation of a research
framework and consumer survey to capture attitudinal and behavioral differences toward luxury
across the five markets of China, the United States, Mexico, the United Kingdom, and the United
Arab Emirates, collecting more than 5,000 responses from high-income luxury consumers in the
process. These responses were then paired with extensive interviews with luxury thought leaders
– all of which were used to develop a profile that would help explain the changing outlook of
today’s global luxury consumer.
The results of this process offer a confirmation of the conflicting attitudes facing executives
seeking to understand and define today’s evolving luxury mindset. On one hand, Skift research
re-confirmed that long-held concepts of luxury continue to resonate with consumers across
the world. Descriptors like quality, comfort and elegance remain highly relevant to the luxury
discussion, with all three concepts ranking in the top three globally when consumers were asked
“what does luxury mean to you?”
What does luxury mean to you in general? Please select up to six words.
100.00%
Aggregate
U.K.
75.00% China
Mexico
U.A.E.
50.00% U.S.
25.00%
0.00%
e
e
ic
ed
r
ive
ic
t
sic
al
y
he
pl
an
bl
ca
lit
or
nt
ob
liz
as
us
m
ta
ua
Ot
Lo
eg
st
he
na
Gl
Cl
r
Si
cl
Hi
Q
fo
El
t
Ex
rso
Au
m
Co
Pe
Source: Skift and Marriott International’s 2017 Luxury Survey
According to Skift and Marriott International’s 2017 survey

of more than 5,000 luxury consumers worldwide, many
continue to identify the concept with longstanding category
descriptors like quality, comfort, and elegance.
But alongside these timeless descriptors of luxury, a new affluent mindset is emerging. In the
very same survey, luxury consumers provided responses to a number of questions suggesting
that the terms comfort, quality and elegance were not by themselves sufficient to explain their
current relationship with luxury products, services and experiences. Consider that nearly three-
quarters or more of Skift’s respondents in all markets studied said that “luxury has a different
meaning today than it did to my parents’ generation.”
Luxury has a different meaning today than it did to my parents’ generation.
100.00% Aggregate
U.K.
China
75.00% Mexico
U.A.E.
U.S.
50.00%
25.00%
0.00%
Strongly Disagree Disagree The Same / Not Sure Agree / Strongly Agree
So what meaning does luxury hold for today’s consumers? Skift and Marriott International’s
Evolution of Luxury Report seeks to answer this question, framing the “traditional” benchmarks
of luxury against a set of rapidly-evolving attitudes held by today’s high-net-worth consumers
— a group that is disrupting long-held concepts associated with luxury brand engagement and
user experience. We’ll spend the majority of our investigation reviewing the results of our luxury
study, extrapolating from those results three key themes reshaping global luxury. These concepts
provide a lens through which those in the luxury sector can more easily understand the results
of our research, helping readers navigate and contextualize the shifts and develop a roadmap
for new luxury travel and hospitality offerings in the future. In addition, we’ll contextualize and
spotlight key insights that emerged as a result of this initiative.
But before diving into the trends, it’s worth adding some further context. We’ll start by
examining some of the macro forces shaping the attitudes and behaviors of today’s luxury
consumer mindset. Much like the conflicting opinions we’ve outlined above, the evolving luxury
mindset revealed by our survey is composed of a patchwork of sometimes contradictory luxury
values that are both familiar and unexpected.
Understanding the Values Behind

Today’s Luxury Mindset
We’ve now established that the fundamental concepts associated with luxury products and
experiences are being reshaped by a new generation of consumers: a group who still cherish the
long-held concepts of luxury like comfort, quality and elegance, but do so through the prism of
a new set of aspirations and lifestyle goals. But what specific associations define this emerging
mindset? The results of Skift and Marriott International’s research provide clues into today’s luxury
values, a set of identifiers in which a range of contradictory attitudes exist side-by-side.
One of the more important facts to note is the growing portion of consumer expenditures
allocated to luxury goods and services. Across all five markets, luxury consumers said they
spend more now on luxury purchases than they did three years ago, with two-thirds or more
of consumers in all geographic regions noting they either agreed or strongly agreed with this
statement. The near-universal appetite for spending on luxury purchases underscores the
opportunity for luxury brands to capture a growing share of this high-end purchase behavior.
I spend more on luxury goods and services today than I did three years ago.
100.00% Aggregate
U.K.
China
75.00% Mexico
U.A.E.
U.S.
50.00%
25.00%
0.00%
Strongly Disagree Disagree Spend the Same Agree / Strongly Agree
But even while consumers admit they are spending more on luxury purchases than in the
past, this doesn’t necessarily mean that luxury and “conspicuous consumption” are linked in
the same way they might have been in the past. To the contrary, a growing portion of luxury
consumers hinted that luxury consumption doesn’t always need to be directly correlated
with the price of the service or good that’s purchased.
Consider a survey question where consumers were asked if they agreed or disagreed with
the statement, “the most worthwhile travel experiences are typically the most expensive.” A
significant minority of respondents in countries like the U.S. (33 percent), U.K. (31 percent),
Mexico (34 percent) and the U.A.E. (36 percent) said they disagreed. It’s far from a dominant
trend at this point. However, the sentiment expressed by this minority suggests a shift
toward more “intangible” luxury purchases, an idea that matches well with the words of
luxury icon Coco Chanel, who once observed, “The best things in life are free. The second-
best things are very, very expensive.”
The most worthwhile travel experiences are typically the most expensive.
U.S. U.K.
33.78% 31.29%
66.23% 68.72%
Mexico U.A.E.
34.90% 36.98%
65.10% 63.01%
Strongly Disagree / Disagree / Strongly Agree / Agree /

Slightly Disagree Slightly Agree
Another takeaway from the survey data was a continued link between luxury purchases and
consumers’ attempts to define their personal identity. Much like they have for centuries,
consumers today continue to use luxury consumption as a method to set themselves apart from
others, using those purchases to help embody their values.
In fact, respondents in Skift and Marriott Inernational’s survey confirmed that they use luxury
purchases to help create differentiation in relation to one’s peers. Two-thirds or more of luxury
consumers in the U.S., U.A.E. and U.K. agreed with the statement that “luxury goods and services
are about differentiating myself from others,” while more than 90 percent of those in China and
75 percent of those in Mexico said the same.
Luxury goods and services are about differentiating myself from others.
80.00% Aggregate
U.K.
China
60.00% Mexico
U.A.E.
U.S.
40.00%
20.00%
0.00%
Strongly Slightly Slightly Agree /

Disagree
Disagree Disagree Agree Strongly Agree
The fact that luxury consumers are interested in using their luxury purchases to earn bragging
rights with their peers and define their values is perhaps no surprise. This hasn’t changed much
from earlier generations. But when this response is examined in relation to the earlier response,
noting that not all luxury purchases are necessarily the most expensive, it suggests that a
larger re-evaluation of priorities is underway. “Our guests are seeking out experiences that help
them express who they are, so their approach to luxury continues to be less formal, entirely
more personal, and defined more by their interests and mindset than their geography and
demographic,” said Tina Edmundson, global brand officer at Marriott International. “They want
more than just to trust a hotel brand. They want to align with a company’s brand pillars, more
consciously than before, that advocate for their priorities.”
Last but not least, the luxury consumers who responded to the survey appear to be “early
adopters” when it comes to technology. More than 50 percent of respondents in the U.S. and
U.K. said it was either likely or very likely that they adopt the latest apps and online services
before their friends. The interest in technology was even more pronounced among those in
developing markets including China, Mexico and the U.A.E., where the number of respondents
identifying with the statement reached two thirds or more. This response points to the growing
importance for luxury brands to not only offer the “status quo” when it comes to tech services,
but to instead be on the cutting edge of new tech tools and applications.
How likely are you to adopt the latest apps and online services before your friends?
Aggregate
100.00% U.K.
China
Mexico
75.00%
U.A.E.
U.S.
50.00%
25.00%
0.00%
Very Unlikely Unlikely Neutral Likely / Very Likely
Considered as a whole, these data points don’t have a single common denominator. However,
they do highlight two important themes that helped inform the trends offered below by Skift
and Marriott International.
First, affluent consumers are spending more than ever on luxury products and services, and they
continue to use these purchases to help shape their identity. However, their luxury expenditures
increasingly go well beyond physical goods that are expensive, known for their famous logos, or
simply hard to get. Instead today’s high-earning consumer is interested in luxury experiences
that set them apart from their peers, help them learn, facilitate their overall wellbeing, provide
access to one-of-a-kind experiences, or enable them to achieve their dreams.
Second, technology is no longer just a nice to have, but instead an increasingly essential feature
of today’s luxury products and services. Today’s most forward-thinking luxury brands excel by
developing best-in-class experiences using emerging technology such as augmented reality
and artificial intelligence, and will capitalize on soon-to-be-ubiquitous 5G data networks to help
make them a reality.
Three Themes Reshaping Global Luxury

As we’ve illustrated, there’s more opportunity than ever before for luxury brands to capture
a growing share of the ever-expanding spending now dedicated to luxury purchases. But as
we’ve also explained, today’s luxury is no longer defined only by coveted brands, pampered
experiences, or chic destinations. There’s a new and elevated set of themes that are defining
today’s luxury market, themes that emphasize more creative, meaningful, multicultural, internal,
and personalized customer journeys. This is to say nothing of the rapidly expanding opportunities
offered by technology to better personalize, enhance and elevate the luxury experience.
To better explain, Skift and Marriott International have defined three overarching themes. Within
each theme, we’ve identified key trends, from which we’ve extrapolated what luxury will look like
in 2018. Each trend is grounded in survey data collected from affluent consumers in five luxury
markets, insights shared by luxury industry stakeholders and real-world examples from luxury
brands already utilizing these strategies to evolve their own offerings.
The Evolving Bucket List Incorporates
1
a New Set of Aspirational Needs
Personal fulfillment and access to one-of-a-kind

experiences are the real drivers of today’s luxury
consumer motivations.
Luxury is a Launchpad for Self-Actualization
“ Bucket lists are evolving from where you

want to go to who you can be ”
The essence of true luxury today is personal fulfillment, a concept that is replacing the long-
held cliché of “time” being the ultimate luxury. There’s a clear and present shift among high-end
travelers’ priorities from “what you can do” to “who you can be” when exploring new destinations.
“The modern luxury traveler is on a journey to find personal fulfilment, seeking meaningful
and purposeful travel experiences that speak to their inner, idealized selves,” said Marriott
International’s Edmundson. This also means that the internal journey is becoming equally, if
not more, important as the physical journey for more luxury travelers, who increasingly seek
out destinations, accommodations, and experiences that help them realize a version of their
idealized self.
From a travel standpoint, personal fulfillment has been a key driver of the “transformative
travel” trend, which has been gaining considerable momentum in the last couple of years.
However, there’s still a lot of confusion about what the trend implies. It’s not necessarily about
returning from a trip as a completely different person, nor does it automatically refer to a
spiritual reckoning or philanthropic undertaking. At its foundation, transformative travel means
experiences that help move the traveler intentionally along their journey of personal growth.
“Transformational travel can be any travel experience that empowers people to make meaningful
and lasting changes in their life,” noted Michael Bennett, co-founder of the Transformational
Travel Collaborative. “In the past, the mindset was, ‘Let the mountains speak for themselves,’
where travel was transformational in and of itself, and little needed to be done to facilitate self-
discovery. Today, more and more tourism organizations, tour operators and accommodation
providers are bringing varying degrees of conscious design to the travel experience, with the
intention of creating these life-changing moments and experiences for clients.”
Skift and Marriott International’s research confirms a consumer evolution toward the values of
personal fulfillment, with more than 75 percent of luxury travelers from all markets noting that
they strongly agreed with the statement that they found more value in goods and services that
enable them to learn something new.
I see value in goods and services that enable me to learn something new.
Aggregate
U.K.
60.00%
China
Mexico
U.A.E.
40.00% U.S.
20.00%
0.00%
Strongly Slightly Slightly Strongly
Disagree Agree
Disagree Disagree Agree Agree
In a separate study, Skift also surveyed luxury travelers earlier this year about their rising interest in
transformative travel. The results found that more than 50 percent of high-net-worth individuals in
2017 placed a higher value on more meaningful travel experiences than they had in the past.
On a scale of 1–10, how much importance do you place on transformative travel experiences?
(10 = most important)
300
250
200
150
100
50
0
1 2 3 4 5 6 7 8 9 10
Skift Research 3/2017: 54.3% of respondents ranked the importance of transformative travel experiences
at least 7 out of 10 or higher. Responses = 1,351
Has the value that you place on transformative travel experiences for you
and/or your family increased during the last 3–5 years?
500
400
300
200
100
Yes, significantly Yes, somewhat Not really Not at all
Skift Research 3/2017: 52.8% of respondents say the value they place on transformative travel has
increased in the last 3-5 years. Responses = 1,351
Given that luxury travelers are increasingly interested in themes of personal development, how
can luxury brands ensure they are answering the demand? Many times brands are choosing to
communicate their alignment with their customers’ journeys through new content and programming.
The Singapore Tourism Board, which repositioned its messaging in 2017 around the theme of “Passion
Made Possible,” is one example. Singapore’s new strategic vision implies that no matter what a traveler’s
personal passion is, he or she can find the people and experiences in Singapore that can support their
path toward realizing that passion. The overall marketing delivery transcends the city-state’s traditional
promotion of its physical tourism infrastructure and vaunted luxury experiences. Instead, the focus now
communicates a sense of opportunity, where travelers can engage with Singaporeans who are eager to
share their optimism and can-do spirit with like-minded people.
The branding for Singapore’s new

country-wide tourism slogan,
“Passion Made Possible.”
Photo Credit: STB
“With ‘Passion Made Possible,’ the Singapore Tourism Board (STB) is presenting a brand that can tell a
fuller Singapore story beyond just tourism,” says Lionel Yeo, chief executive of STB. “This brand articulates
what we stand for as a country and supports the telling of many stories about this destination and its
people. It will allow us to build a deeper and more personal connection between Singapore and our
fans and friends, even when they are not actively thinking about travel, and will appeal to sophisticated
tourists who are seeking more aspirational value propositions in their travel.”
Another example of how luxury brands increasingly cater to consumers’ personal aspirations comes
from W Hotels, which has long-embraced values like diversity, inclusivity, creativity and openness.
The hotel brand’s “Turn It Up for Change” event series, for instance, produced in partnership with
the Human Rights Campaign, involved monthly music events hosted at W properties to promote
awareness of the causes of marriage equality and LGBT rights. “W Hotels is a good example of a
brand to which luxury consumers are increasingly drawn because it communicates a sense of
purpose beyond just existing to sell something,” said Marriott International’s Edmundson.
Nevertheless, brands that are looking to incorporate transformative travel need to be careful
about how they position their offering. Otherwise their efforts may come across as insincere. Jack
Ezon, president of Ovation Vacations, a leading luxury travel advisor group, states that the whole
transformative travel trend is tricky because there’s the potential for brands to abuse the theme,
claiming they speak to transformative travel values when they’ve done little in actuality to align their
products or experiences with this new traveler mindset.
“Watch it happen. It’s going to happen. Everybody wants to use transformation — it’s the word of the
year,” he says. “My hesitation or trepidation is the overuse of the word ‘transformative,’ and how it’s
going to be interpreted, and what will result with the dilution of the concept.”
Luxury is Evolving in Maslow’s Hierarchy

From an academic standpoint, the shift in luxury demand for more transformative travel
experiences can be better understood using the philosophies defined in “Maslow’s Hierarchy of
Needs.” This 20th-century psychological framework, developed by scientist Abraham Maslow,
proposes to explain human development and the path toward achieving personal fulfillment.
Since the dawn of luxury, it has been aligned with Maslow’s second highest tier, “esteem,” relating
to the validation of one’s success and admiration of one’s peers. Transformative travel elevates
luxury experiences into Maslow’s top tier, “self-actualization,” which refers to the journey toward
achieving a person’s best version of themselves.
Maslow’s Hierarchy of Needs
Self-Actualization
Evolving from where you want to go
to who you can be
Esteem
Social
Safety
Physiological
“Maslow’s Hierarchy of Needs,” an influential psychological framework established by scientist Abraham

Maslow, offers a useful framework for understanding the bigger shifts in the luxury consumer mindset.
The connection between luxury products and Maslow’s theory is further explained by a University of
Paris-Saclay paper. Luxury in this “self-actualization” phase takes on an entirely different conception
than it might when realized further down the pyramid. “What one wants at this point is experience,
emotions, feelings,” said the paper’s author. “Such a person will be interested in adventure, discovery,
but also world peace or ecology. Now that more and more people are reaching this stage, numerous
opportunities seem to appear for the luxury market.”
Others agree that the luxury mindset is moving away from checking items off a bucket list, which also
means luxury travel businesses need to adapt their offering. “What I see most is the changing nature
of the bucket list, focusing more on personal goals and immersive experiences that people really want,
instead of a specific destination,” says Ezon. “So, within the travel advisor trade community, we need
desperately to work on our service and the way we provide uber-personalized experiences.”
This consumer shift toward luxury purchases focused on self-actualization is also a result of generational
shifts in consumer demographics, particularly with Generation Y and Z. As these consumers increasingly
move into a position of economic power, their spending habits and personal priorities are helping spur
a shift in how luxury brands position their products and services.
“It’s an interesting time in the world of luxury,” said Claudia D’Arpizio, a Bain partner and lead author
of a 2017 study on the global luxury goods market. “The millennial state of mind has changed the way
purchases are made across generations and has pushed luxury brands to redefine what they deliver to
customers.” Thus luxury consumers are increasingly drawn toward brands that communicate a sense of
purpose beyond a product. Smart brands like Volvo, whose V90 Cross Country advertisement is set to
a speech by philosopher and thinker Alan Watts and emphasizes the need to be “present in our lives,”
will focus on the message, not the product, positioning themselves as the platforms through which
consumers can gain a new perspective of the world.
DATA Luxury Travel’s Emotional “Journey”

SPOTLIGHT
Luxury purchases have long been driven by emotion. Whether consumers are
buying a Rolex watch or investing in an around-the-world cruise, luxury buying
decisions tend to be based not just on how much an item costs, but on more
intangible factors wrapped up in complicated concepts of self-identity, personal
values, and philosophical ideals. This also means that as more luxury consumers shift
their priorities related to how and why they travel, it’s also impacting the types of
destinations they want to visit.
The majority of affluent travelers (more than 80 percent) that responded to Skift and
Marriott International’s survey said they agreed that they held a strong emotional
connection to the places that they visited on holiday.
I hold a strong emotional connection to the places that I have visited on holiday.
80.00% Aggregate
U.K.
China
60.00%
Mexico
U.A.E.
40.00% U.S.
20.00%
0.00%
Disagree
What qualifies as an “emotional connection?” The definition varies from consumer

to consumer, but in the context of today’s shift toward transformative experiences
and self-actualization, it reflects an experience that helps luxury travelers grow as
individuals, be it through learning, personal awareness, spiritual growth, deeper
understanding, etc.
Brands, destinations and service providers hoping to better position their products
and places for this emerging mindset should look to contextualize their products
and experiences as part of their consumers’ larger transformational journey.
SPOTLIGHT ON CHINA
Introspection Creates a more Discerning Traveler
Respondents across all markets in Skift and Marriott International’s study said they
are eager to improve themselves. But no market showed as much excitement for
“transformative” experiences as the Chinese luxury consumer market. This speaks to
an underlying shift in the priorities of high-net worth Chinese consumers between
previous and future generations.
According to the results of Skift and Marriott International’s Global Luxury Traveler
Survey, Chinese affluent consumers were often significantly more likely to have
participated in self-improvement activities including trying a new diet, relaxation, or
fitness activity than their peers in the U.S., U.K., Mexico, or U.A.E..
Have you participated in any of the following activities in the last 12 months?
Please select all that apply from the following.
80.00% Aggregate
U.K.
China
60.00%
Mexico
U.A.E.
40.00% U.S.
20.00%
0.00%
Individual Group Sleep A Class None of
Meditation New Diet Relaxation
Fitness Fitness Improvement / Skill the Above
Travel industry executives familiar with Chinese travel habits confirm that self-improvement
is an increasingly prevalent area of interest, particularly when it comes to millennial Chinese
consumers. This has translated into a growing awareness of how different brands help
communicate their identity. “Chinese millennials are more discerning about what luxury
brands they buy and what a specific brand says about their identity,” said George Cao, founder
of Chinese travel marketing company Dragon Trail Interactive. “Keen to appear trendy and
innovative, they’re more open to seek out new, authentic brands to portray their uniqueness
and demand a more honest conversation.”
This growing self-awareness also means that Chinese luxury consumers are increasingly
mindful in selecting the luxury brands that they choose to purchase. “Younger generations
are less materialistic and, therefore less enamored with luxury goods,” said Cao. “Chinese
millennials together with high-net worth individuals are more mature consumers and
increasingly interested in experiences. Luxury brands are adapting.”
Consider how this has impacted the marketing of luxury products like a high-end handbag.
Whereas a Chanel handbag was once worthy on its own to show off, the ultimate social
currency among affluent Chinese consumers is now a photo shared from an exclusive top-
ranked restaurant or from a vacation in a remote international destination, explains Cao.
This leaves brands like Chanel, who have historically witnessed strong traction in the Chinese
market, at a crossroads. Chanel hasn’t stood still. The luxury brand brought its Coco Café pop-
up to Shanghai in April 2017. Open for just 12 days, consumers lined up down the street to sip
coffee from Chanel-branded cups and shop products amid full brand immersion.
The film “Coco Before Chanel” was also used early on in this shift, in 2009, to share the story of
Gabrielle Chanel with Chinese customers, especially modern young women with whom Chanel’s
journey from an orphan to one of the most influential women in fashion resonates. More
recently, in November 2017, Chanel brought its annual event revealing its Cruise and Métiers
d’Art collections to the increasingly important city of Chengdu in early November 2017. Chengdu
is a growing metropolitan area which is being positioned as China’s version of Silicon Valley,
making it a hotspot for the country’s burgeoning modern art, hip hop and startup scenes.
An Instagram snapshot from

Chanel’s Cruise and Métiers
d’Art collection event in
Chengdu, China. The brand is
working to transform its image
in China to match the shifting
whims and geographic locales
of the country’s changing
luxury consumer base.
Chanel’s presence in Chengdu

is a fortuitous sign for the future
of the brand, as it suggests that
the company is paying attention
to Chinese consumers and their
changing definitions of what they
consider meaningful. In other
words, Chanel isn’t willing to rest
on its laurels, and is proactively
aligning itself with trends and
developing in places its next-
generation buyers already are.
Access is the New Authentic
“ Luxury brands are portals to diverse

cultures and one-off experiences ”
Access is the new authentic. As the demand for more “authentic” travel experiences has become
mainstream across all budget segments, exploring once “local” neighborhoods like Shoreditch
in London or Canal St. Martin in Paris is no longer considered unique. With the rise of so much
digital destination content and apps, everyone today is a local traveler, or at least, they easily
can be if they want. “For the ultra-affluent, unique and exclusive experiences, access, and highly
personalized services now represent the pinnacle of luxury,” confirmed Marriott International’s
Edmundson
That’s why access to one-off, time-sensitive, and/or exclusive experiences is the new differentiator
for brands looking to appeal to affluent, sophisticated consumers. This means that as luxury
brands are evolving into lifestyle platforms, the variety and quality of immersive experiences they
can provide helps to separate and identify their particular take on the world.
“Luxury brands have been rushing to find new ways to immerse their customers in the
destination and brand experience,” says Ezon. “The next phase is immersive trips where car
companies bring customers to their factory, and fashion houses create two- to three-day fashion
experiences so guests can meet the designers, visit an atelier, and become part of the brand
fabric. Watch this space!”
Consider another example of how the access trend is shifting the high-end dining experience.
Diners no longer consider it novel to simply have dinner at the Michelin three-star restaurant
Maaemo in Oslo. Exclusive access would also include an opportunity for diners to accompany
Maaemo’s head chef (and one of Time Magazine’s 100 Most Influential Chefs) Esben Holmboe
Bang while he visits local producers and makes his selections of biodynamic and wild produce
for the evening’s 20-course meal.
The majority of luxury travelers in Skift and Marriott International’s survey confirmed they are
hungry for travel experiences that open their eyes to new possibilities or help them better
understand the world. Many indicated that they want travel experiences to help them further
understand their context within a larger global community. This is especially pronounced in
Mexico and China, where survey respondents agree 86 and 75 percent, respectively, with the
statement: “I look for travel experiences that give me a new perspective of the world.”
I look for travel experiences that give me a new perspective on the world.
Aggregate
100.00%
U.K.
China
Mexico
75.00%
U.A.E.
U.S.
50.00%
25.00%
0.00%
Disagree
A further example of how this demand for new discoveries is evolving among luxury travelers
in 2017, survey participants answered how much they agree with the statement: “I am more
interested in connecting with local people and culture today than I was three years ago.” Across
every market, ranging from 50 percent of people in the U.K. to 84 percent in China, the survey
results show there’s a clear and growing demand for even more opportunities to engage with
local people and culture.
I am more interested in connecting with local people and culture today than I was three years ago.
100.00%
Aggregate
U.K.
75.00% China
Mexico
U.A.E.
50.00% U.S.
25.00%
0.00%
Strongly Disagree Disagree Neutral Agree / Strongly Agree
In keeping with many luxury consumers’ desire to use purchases to differentiate themselves
from others, a growing portion of survey respondents also expressed a desire to use this exclusive
access to experiences as an opportunity to set themselves apart from their peers. Sixty percent
or more of respondents from all markets said they agreed or strongly agreed with the statement:
“I look for travel experiences that my friends may not have thought of.”
I look for travel experiences that my friends may not have thought of.
80.00%
Aggregate
U.K.
60.00% China
Mexico
U.A.E.
40.00%
U.S.
20.00%
0.00%
Disagree

How are today’s most forward-thinking brands adapting to this evolving need for more
unexpected and unique experiences? For a hospitality company like Marriott International, that
wants to connect with today’s luxury consumer, it’s all about offering more varied activities
for guests, and searching further afield to find more unexpected options. With its recently-
launched Marriott Rewards and SPG Moments platform, the result of an investment in an
experiences marketplace called PlacePass, “You can get a behind-the-scenes look at the history
of Japan’s national sport and wrestle with a retired sumo wrestler in Tokyo, explore Cambodia’s
iconic temples on a sunrise mountain biking tour, perfect your pasta-making skills alongside
a local Italian chef at a Tuscan farmhouse, or gain private access to the sold-out Yayoi Kusama
exhibition in LA,” said Edmundson.
Another driver of the quest for access to more unique experiences is the insatiable demand for
recognition on social networks. Today’s social media is seemingly the new social status. As such,
social media is influencing travel decision-making across all budget and generational segments,
and luxury travel brands are exceedingly better at engaging customers on major social networks.
The goal is to experience something that few people can, and equally important, be able to
capture it and share it digitally. That’s a big opportunity for hospitality and tourism companies
that can leverage user-generated content at any kind of scale.
More luxury traveler providers are looking

for opportunities to give guests access to
more unexpected or insider experiences.
An insider’s tour of a luxury fashion studio
is just one example of what such “access”
might look like.
Agile brands are also developing new partnerships with a wider range of independent
contractors who can provide customers with more travel customization options for more
customized social sharing. The more that luxury brands can align their products with the
shifting moods of their customers — and provide a platform for sharing those whims — the more
opportunity they have to drive growth and loyalty in the luxury marketplace.
Brands increasingly recognize the importance of providing these insider experiences that
help travelers feel as though they’ve accessed a part of culture available only to those with the
right connections. They are making these interactions possible, and becoming a trusted part
of travelers’ local explorations, introducing concepts and programs that appeal to both local
residents and to travelers. Everyone from hotels to fashion brands are picking up on this.
Barcelona’s innovative Casa Bonay boutique hotel has capitalized on this trend by combining
a coffee shop, coworking space, lounge and restaurants on the bottom floor of its property.
It’s a destination visited by locals and travelers alike, and it’s building upon the success of this
experience with the opening of a versatile events space next door. As the hotel’s management
explains, integrating local cultural programming with the usual hospitality amenities adds a
new layer of local experiences for guests, while simultaneously offering something of value for
residents.
“On the one hand it will enable us to offer further added value to our clients, providing them
with a unique space for events and meetings,” explains Casa Bonay founder, Inés Miró-Sans.
“At the same time, through the new space we will be able to create and develop great cultural
content for the city and our guests.”
Casa Bonay’s multifunctional space was created by acclaimed Brooklyn designers Studio Tack,
and will host private events including “chef’s table” events with guest cooks, concert nights with
international musicians and wine nights sponsored by local vineyards. In addition Casa Bonay
also plans a monthly calendar of cultural events from food demonstrations and talks to DJ nights
and film screenings.
DATA Is Luxury Local or Global?

SPOTLIGHT
A rapidly rising group of luxury consumers around the world now have unparalleled
access to international destinations. But as more travelers head abroad, it’s also
raising interesting questions about the types of luxury purchases and brands
they find most meaningful. Is today’s concept of luxury associated with global,
internationally-recognized brands? Or do luxury consumers have a desire for
something more local, intimate, and authentic as part of their travel experiences?
According to Skift and Marriott International’s research, luxury consumers around the
world tend to put more trust in globally-recognized brands, with 44 percent or more
respondents in all markets preferring bigger and better-known luxury providers.
Which of the following do you prefer?
80.00% Aggregate
U.K.
China
60.00% Mexico
U.A.E.
U.S.
40.00%
20.00%
0.00%
Internationally Local Products

No Preference
Recognized Brands and Services
Though this finding may suggest luxury consumers prefer global over local, it
actually indicates a growing opportunity for worldwide companies to use their
scale to deliver more authentic, locally-relevant experiences. International,
globally-recognized brands are best positioned among the travel industry to
steward global travelers into local cultural and culinary experiences. Because
although there’s a rising demand for access to local people, consumers
overwhelmingly trust global brands over local services.
There’s also a distinct split in global versus local preferences in the developing
versus developed world. Consumers from the more traditional markets in this
study, China and U.A.E., placed more importance and trust in international
brands than consumers from the U.S. and U.K.. More than two-thirds of
Chinese and Emirati consumers preferred international brands.
Similarly, when asked to fill in the blank, “I care _____ about luxury brands
today than I did three years ago,” an overwhelming number of respondents
reported caring more. Chinese consumers topped the chart with 76 percent
reporting they cared more about luxury brands. This underscores the
opportunity for global luxury brands to capitalize on increased interest and
consumer preference for internationally recognized luxury brands, particularly
in the Chinese travel market, and provide those individuals with access to
exclusive local experiences.
Please fill in the blank:

I care __________ about luxury brands today than I did three years ago.
Aggregate
80.00%
U.K.
China
60.00% Mexico
U.A.E.
U.S.
40.00%
20.00%
0.00%
More The Same Amount Less

The Evolution of Wellness
2 Encompasses Physical, Mental &
Emotional Health
Today’s luxury consumers are demanding a more

holistic emphasis on health that goes beyond physical
fitness and nutrition.
JW Marriott’s “Behind the Barre” (Marriott International)
Redefining Wellness as Wellbeing
“ Wellbeing encompasses our physical,

mental and emotional health ”
Luxury consumers are increasingly aligning themselves with tourism and hospitality brands
that espouse healthier lifestyles. Demand for wellness and health services is rising rapidly across
the globe. According to the 2017 statistics from the Global Wellness Summit, wellness tourism
expenditures worldwide grew at double the rate (6.8 percent) of overall tourism expenditures
(3.4 percent) between the years of 2013 and 2015.
And although health and wellness have always been a priorities for luxury travelers, today the
demand is evolving into a desire for a more holistic and intentional approach that addresses
affluent consumers’ overall physical, mental and emotional health. As such, the conversation
around wellness is expanding to a broader narrative around wellbeing. “The modern
luxury traveler no longer sees wellness as just relating to their physical self,” noted Marriott
International’s Edmundson. “Wellness is being redefined as wellbeing, and is encompassing
mental and emotional health in addition to physical.”
Consider the definition offered by the Global Wellness Summit report, “8 Wellness Trends for
2017 and Beyond.” It states: “Mental wellness will be the biggest future trend, period, from
wellness destinations bringing in neuroscientists and psychotherapists, to meditation becoming
seriously mainstream, while evolving into new breeds — part-mind, part-body workout brands —
to apps that track your mental state.”
Skift’s research confirms that wellbeing is a growing focus for affluent consumers, showing
that the overwhelming majority of luxury travelers worldwide are more conscious of both their
physical and emotional wellbeing than they were just three years ago. Across all the markets
surveyed, nearly three-quarters or more of all respondents said they either agreed or strongly
agreed that physical and emotional wellbeing is more of a focus for them today.
Improving my physical and emotional wellbeing is more of a focus for me today

than it was three years ago.
Aggregate
100.00% U.K.
China
Mexico
75.00%
U.A.E.
U.S.
50.00%
25.00%
0.00%
Strongly Disagree Disagree The Same Agree / Strongly Agree
When it comes to specific activities, respondents around the world confirmed that they
participated in wellness-related activities, including individual fitness and meditation sessions.
Both were mentioned by around half of respondents across all markets.
Have you participated in any of the following activities in the last 12 months?
Please select all that apply from the following.
80.00% Aggregate
U.K.
China
60.00%
Mexico
U.A.E.
40.00% U.S.
20.00%
0.00%
Individual Group Sleep A Class None of
Meditation New Diet Relaxation
Fitness Fitness Improvement / Skill the Above
Experts also confirm that this shift toward wellbeing-related activities is continuing to evolve. “It’s
time to put a stake in the ground and say we care about this mental wellness crisis and we’re
already doing something about it,” said Gerry Bodeker, PhD, clinical psychologist and professor
at Oxford and Columbia Universities, at the Global Wellness Summit. “Meditation, exercise, yoga
and healthy food already have strong medical evidence for transformative neurological effects,
and make a powerful case for a mental wellness pathway that’s distinct from what’s been long
offered in the world of mental health.”
The growing focus on holistic health is manifesting across the luxury lifestyle spectrum in a
variety of ways. In the realm of aviation, the popular meditation app Headspace now partners
with nine airlines to help passengers relax and get sleep via an in-flight Headspace channel and
audio exercise. There’s also the example of SWISS Airlines partnering with Haus Hiltl, one of the
oldest vegetarian restaurants in the world, to bring vegetarian and vegan meals to flyers and
market itself as a health-conscious airline.
Meanwhile, among hospitality brands, JW Marriott Hotels & Resorts is seizing on interest in
wellbeing by launching “Behind the Barre,” a series of on-demand workout videos created
in partnership with the famed Joffrey Ballet. The series, which is designed to accommodate
guests of any fitness level, goes beyond a physical focus to offer workout routines to optimize for
different wellness states such as “calm,” “invigorate” and “balance.”
In the world of high end retail, a number of brands are attempting to cater to more
wellness-focused luxury consumers. In 2016, the British department store chain Selfridges,
for example, opened the Body Shop, a 37,000 square foot space dedicated to high-
performance sports gear, swimwear and “off duty” clothing designed for women from
a range of different body sizes. To help kick off the launch of the new concept space,
Selfridges invited noted wellness experts including Deepak Chopra, Susie Orbach and Royal
Ballet dancer Lauren Cuthbertson. “We want to empower our customers to feel better,
or really positive, about their bodies,” said Anne Pitcher, Selfridges’ managing director.
“Whatever or whoever you are, not only are you welcome, but we look forward to offering
you a really complete experience both within store and online.”
Even real estate developers are using wellness-focused amenities to try and entice
high-end buyers. A number of builders in luxury-focused markets such as New York, Los
Angeles and Miami, for example, are integrating fitness spas managed by upscale health
club company The Wright Fit directly into their condominium complexes. New York’s The
Greenwich Lane development includes a golf simulator, a swimming pool, two training
studios, and a spa and treatment room open to all property owners. In Los Angeles, The
Wright Fit now oversees wellness amenities at the Ten Thousand, where residents enjoy
services like personal training, injury prevention and rehabilitation, nutritional guidance, as
well as stress and time management.
DATA The Health Benefits of Disconnecting

SPOTLIGHT
Why is demand for wellbeing products and services rising so rapidly among luxury
consumers? One explanation may be closely tied to the growing stresses created by
modern technology. As evidence mounts that non-stop notifications and constant
connection may be impacting mental health, more consumers are using their luxury
travel experiences as an opportunity to turn off.
More than half of all respondents in Skift and Marriott International’s global survey
prioritized “disconnecting” during leisure travel. Chinese consumers were the most
enthusiastic in their response, with 97 percent agreeing on its importance, while
Americans were the least enthusiastic with 60 percent making it a priority.
Please indicate how strongly you agree or disagree with the following statement:
It’s important for me to disconnect from technology while traveling for leisure.
100.00% U.K.
China
Mexico
75.00%
U.A.E.
U.S.
50.00%
25.00%
0.00%
Slightly Disagree / Disagree / Strongly Disagree Slightly Agree / Agree / Strongly Agree
The link between “disconnecting” and wellbeing is increasingly showing up

in the products and services offered by a range of luxury brands. According to
some luxury industry observers, this opportunity to unplug is a critical driver
of the luxury wellness mindset. “Increasingly, consumers want space,” explains
Rebecca Robins, global director at Interbrand. “The ability to switch off is part
of what’s special about the experience. To a certain extent, that’s become a
luxury in such an over-connected world.”
It’s also about finding a way to disconnect from the now ubiquitous
notifications of social media. According to some digital experts, many
consumers are turning away from social platforms like Facebook and Twitter
as more research suggests they may have a negative impact on mental health.
Vanity Fair technology writer Nick Bilton wrote in late 2017: “Yes, it’s true that
we’ve heard this all before — that people are abandoning social media, that
the platforms are doomed. The New York Times has written variations on
that story so many times over, it could have been a standing column in the
business section of the paper. But I do believe that this time is different, the
beginning of a massive shift.”
SPOTLIGHT ON NEW YORK
Jean-Georges Vongerichten’s vegan

eatery abcV is symbolic of larger
wellbeing trends shaping luxury
consumption habits in global
capitals like New York City. (source)
Why the Big Apple Shows How Far Affluent

Consumers Will Go for Wellbeing
Want to see how wellbeing is transforming the luxury consumption habits of affluent
consumers? One need look no further than New York City, an urban microcosm of
luxury’s larger wellbeing “awakening.” Seeing the impact of this growing trend is as
easy as walking down the street.
One of the best examples is the shift in wealthy New Yorker’s dining habits. Whereas
steakhouses and fusion cuisine once dominated the dinner tables of New York’s
elite, a growing portion of high end restaurants now cater to vegetarians, vegans,
and those with special dietary needs. One of today’s buzziest Big Apple restaurant
openings is Jean-Georges Vongerichten’s vegan eatery abcV, where creatively-
prepared vegetables are served with non-alcoholic tonics.
But it’s not just healthy eating that’s now en vogue among the city’s elite. A recent
New York Magazine article titled “Why Wellness is the New Way to Look, Feel and
Act Rich,” notes that stressed out New Yorkers are increasingly investing significant
sums in wellness-focused products and services, ranging from $175 for healing “reiki”
sessions, $800 for a consultation with wellness guru Dr. Frank Lippman, or $195 for
fashion-forward mesh leggings from athleisure brand Michi. “When I think of even
five years ago and using language about wellness, people would cock their head to
one side and be unsure of what I was talking about,” said Anni Hood, a one-time spa
manager turned luxury wellness consultant, who’s quoted in the New York Magazine
piece. “The boom we’re seeing, it’s just the tip of the iceberg.”
New York has also seen a groundswell of “emotionally cathartic” boutique fitness
classes, a trend that started with SoulCycle and is still rolling with the national
expansion of Taryn Toomey’s new workout The Class. Exercise sessions that once
topped out at $37 per one-hour session are now reaching $42 or $45, and still book
up. There’s even a growing overlap between high fashion and fitness. Cult “athleisure”
brand Lululemon is practically teen-wear by now as more sophisticated fitness
fashion brands like Outdoor Voices to Carbon38 offer performance wear that won’t
add stress with expectation of Olympic-sized workouts. Earlier this fall, Harper’s
Bazaar published a guide on the 10 rising activewear brands, one of hundreds of such
articles in today’s top magazines.
The CAP Beauty store in New

York is symbolic of larger
shifts in the city’s luxury
consumption habits, which
are shifting toward purchases
associated with healthy living,
natural products, and fitness-
focused fashion. (source)
In NYC’s upscale retail sector, the shift toward wellbeing is evident as well. The city’s
fashion entrepreneurs are increasingly recognizing the shifting tide, using their own
wellbeing transformations as inspiration for new luxury boutiques specializing in
herbs and meditation over handbags and minkas. Kerrilynn Pamer, who owned a
clothing boutique in the West Village neighborhood of New York, realized the shift in
priorities when her customers came in solely for a small selection of wellness-themed
beauty products she started to stock. The epiphany led Pamer to close her boutique
and open CAP Beauty, which quickly became a booming business and beauty cult
favorite. Her new retail outlet even has healing “rose quartz” crystals laid under the
store’s floor to maximize healing vibrations for visitors.
Meanwhile founder of luxury clothing brand Intermix Khajak Keledjian recently

partnered with another luxury veteran, Coach executive chairman Lew Frankfort, to
open the high-end meditation studio Inscape. Keledijian notes that he was inspired
the open the space due to the benefits he realized from meditation in his decades-
long fashion career. Inscape is just one of several meditation studios, including
MNDFL, now attempting to commoditize the idea of “Zen” in a city of wealthy-but-
worried individuals.
Even the executives at the tony Saks Fifth Avenue department store want in on
the wellness craze. The organization opened an in-store wellness center called The
Wellery, taking over an entire floor of its flagship store during the 2017 fall season.
Shoppers could purchase a range of wellness products and services including a
treatment in a Himalayan salt chamber, non-toxic manicures and boutique workouts
alongside high-end fitness clothing brands. In a time when much of retail business
now exists online, brick-and-mortars like Saks are asking themselves how to attract
shoppers into their stores and finding wellness activities might be an answer.
New Technologies
3 Answer the Demand for
Truly Personalized Luxury
Technology is making it easier than ever before to help

luxury brands create exceptional, truly personalized,
experiences for customers.
The Future of Luxury Will Be Augmented
“ The line between online and offline

is disappearing ”
There has been intense media attention focusing on the rise of virtual reality (VR) in recent
years. Brands are exploring VR due to its ability to place the user in a completely alternative
universe, which can have significant value at the top of the marketing funnel during the pre-trip
shopping experience, and play an important role in brand engagement overall. However, it’s
actually augmented reality (AR) that will have a bigger impact on luxury travel during the next
decade. That’s because AR will supplement the live environment with a digital layer of content,
enhancing and personalizing the in-destination experience in an infinite number of ways.
AR usage in live urban environments took a giant leap forward with the launch of Pokemon
Go in 2016. “The potential for AR is immense,” said John Hanke, founder and CEO of Niantic
(the company behind Pokemon Go), at the Wall Street Journal’s D.Live conference in 2017. “VR
is the ultimate escapist entertainment. AR is woven into your daily lives. I think AR will make
a thousand things we do on our phones significantly better, [but] AR on the phone is just a
stepping stone.”
Image credit: BMW Group
Hanke envisions a time that AR will eventually realize its full potential in glasses, which Google
Glass first attempted, but the technology didn’t exist at the time to deliver a scalable, quality
user experience. Ultimately, we will be able to look at something, and the in-glass browser will
be able to detect what we’re looking at using a combination of AI-powered visual search and
Internet of Things infrastructure, which can then provide augmented content.
Looking further ahead, technology companies are testing car windows with AR functionality
built into the glass, for both drivers and passengers to use. BMW-owned MINI is also developing
new AR glasses that connect with the AI-powered smart car of the future.
Meanwhile, a growing number of top fashion and retail brands have been integrating AR
technology into their brick-and-mortar store experience. This fall, Hermès created an AR app
for the Manila launch of its Twilly d’Hermès fragrance, created for “Hermès girls.” When pointed
at various triggers within the store, the AR app shows a mini-movie depicting an animation of
millennial-age females in a modern dance montage outside the Hermès flagship store in Paris.
“Reaching younger generations is clearly coming through digital efforts, significantly more
than ever before,” says Robert Chavez, U.S. president and CEO of Hermès. “Use of digital devices
in store by staff has also made the shopping experience easier and faster when searching for
products throughout the network. Our customers love this convenience and service, which
is greatly enhanced with the use of technology, making everything simpler, easier and much
more efficient.”
Yet amidst all this focus on using technology to aid personalization, it’s important to
emphasize the continued importance of a human touch, particularly in the realm of luxury
experiences. No matter how much we use technology to improve the customer journey, it will
never replace that one on one experience of a person actually speaking to you.
Image credit: Disruptive Media Lab
“As the world becomes more and more digital, the one-on-one
personal relationship with your selling expert is becoming more
and more significant in store,” Chavez emphasizes. “Personal
appointments, customized selection, and remembering personal
details are all things that clients are appreciating more every day.”
One of the best mainstream uses of AR to date in the fashion

industry is the L’Oreal Makeup Genius app, which more than 20
million users have downloaded to test combinations of beauty For the launch of their
brand-new Parfumerie
products for their face. Burberry introduced a new AR feature on in Manhattan’s chic
its mobile app in September that digitally redecorates their photos Brookfield Place, French
with Burberry-inspired drawings by the artist Danny Sangra. Last luxury brand Hermès
created an AR enabled
year, the French high-end department store Galeries Lafayette mobile app. Targets were
transformed its flagship into simulated arctic environment using AR placed throughout the
to raise awareness for environmental causes. And Airbus Corporate store like a scavenger
hunt. Users focused their
Helicopters just released a new AR app that lets yacht owners see
smartphone cameras on
how different types of helicopters will fit on their ships. the targets throughout the
physical location to unlock
The use of augmented reality will only grow as more devices and whimsical digital vignettes
powered by AR.
brands create AR experiences and as consumers gain awareness
of its benefits. Last summer Apple released ARKit, a toolkit that
allows developers to make augmented reality apps. There could
be as many as 900 million smartphones and tablets capable of
supporting augmented reality apps created from tool kits like
Apple’s ARKit, Google’s ARCore and Facebook’s Camera Effects. Tim
Merel, managing director of augmented and virtual reality adviser
Digi-Capital, thinks that number could grow to more than three
billion by 2021.
And yet, the tourism and hospitality industry is lagging when it comes to incorporating augmented
reality into the travel experience in-destination. That’s somewhat surprising since luxury travelers tend to
be early adopters of technology products and services. As noted earlier, more than half of all respondents
worldwide in Skift and Marriott International’s survey identified themselves as early adopters likely to
adapt the latest apps and online services before their friends. Respondents from China (85.4 percent)
and Mexico (78.3 percent) were the most likely to characterize themselves as early adopters.
How likely are you to adopt the latest apps and online services before your friends?
100.00%
Aggregate
U.K.
China
75.00%
Mexico
U.A.E.
50.00% U.S.
25.00%
0.00%
Very Unlikely Unlikely Neutral Likely / Very Likely
In the travel space, there have been a select few companies developing AR platforms to deliver a
heightened layer of local destination information. In December 2016, the Fort Lauderdale Downtown
Development Authority and Palm Springs Bureau of Tourism both launched new city apps with
AR functionality developed by Los Angeles-based CivicConnect. Those apps pull information from
different sources, including public transportation companies, special event permits, and beacon
sensors spread throughout the city.
When users point their devices in a specific direction, beacons in the immediate region trigger AR
messaging in the app to deliver ancillary information. Likewise, the apps track public transportation
in real time, and using geolocation, they provide multiple options for interesting itineraries in the
destination. Users can also access hundreds of listings for hotels, restaurants, shops, attractions, and
events through the in-app search and Google Maps interface, all of which can be customized and
sponsored.
Other AR platforms, such as the Discover Moscow Photo app and the Berlin Wall Timetraveler app,
both supply historical information in various neighborhoods when visitors point their devices at
specific buildings. While these are interesting, there is huge untapped potential for luxury hotels and
tour operators to develop new AR experiences similar to those used by today’s top fashion houses.
The Rise of AI-Powered Guest Centricity
“ The end-to-end customer journey is the

new loyalty program ”
Consumer notions of loyalty are in the midst of significant shift. The traditional idea of “loyalty
programs” has been commoditized by a glut of credit card offers and point tracking websites,
while digital tools like online travel agencies, Amazon and metasearch have disintermediated
brands from their historic relationship with consumers. Whether we’re discussing retail, travel,
fashion, beauty, or beyond, the truth is that luxury brands need to rethink the very concept of
loyalty for a new era.
Skift research confirms that luxury consumers are rethinking how they choose to participate
in such loyalty initiatives. Luxury travelers of all ages worldwide do not necessarily place a
high priority on brand loyalty, in general. The U.A.E. shows the highest percentage of people
(59 percent) who agreed or strongly agreed with the statement “Staying loyal to a brand is
important to me,” while China (52 percent) is second highest. But less than half of respondents
in the U.S., U.K., and Mexico felt the same way about remaining true to specific brands.
Staying loyal to a brand is important to me.
60.00% Aggregate
U.K.
China
Mexico
40.00%
U.A.E.
U.S.
20.00%
0.00%

Disagree
This apparent lack of loyalty puts today’s luxury brands in a tricky position. High-end companies
are arguably in a better position than most to attract and retain loyal customers. Yet consumers’
idea of what brand loyalty means is in the midst of a fundamental shift, thanks to the growing
transparency, and proliferating consumer touch points, created by the digital age. This offers
a growing opportunity to for luxury brands to rethink the loyalty experience around a new
strategy, one in which the entire customer journey is now part of the loyalty-building process.
The concept of loyalty and the customer journey is not without precedent. According to the
Harvard Business Review (HBR) story, “Competing on Customer Journeys,” the best way for
companies to increase and maintain loyalty in the digital age is accomplished by developing
engaging, personalized messaging and experiences across the entire end-to-end customer
journey.
“Journeys are thus becoming central to the customer’s experience of a brand, and as important
as the products themselves in providing competitive advantage,” states HBR. “Companies are
designing journeys to attract consumers and keep them, creating customized experiences
so finely tuned that once consumers get on the path, they are irresistibly and permanently
engaged. Cutting-edge journeys succeed because they create new value for customers.
Customers stay because they benefit from the journey itself.”
How travel companies customize the online and offline experience for an individual traveler
is arguably the paramount priority for brands today. Research from Boston Consulting Group
indicates that brands using “advanced digital technologies and proprietary data for customers
are seeing revenue increase by six to 10 percent...two to three times faster than those that don’t.”
To accomplish that level of personalization, brands are shifting their marketing strategy from a
product-first to customer-first approach, based on the volume of data that customers provide
during both their online and offline activity. For example, location data generated by mobile
devices can now connect pre-trip online messaging with in-destination offline behavior, so
brands can see how their messaging is performing. Also, new advances in artificial intelligence
are helping brands learn more about their customers by better understanding chat and voice
communications.
“The next level of understanding of the customer relates to the ability to use natural language
understanding tools to extract insight from the conversations that a person has,” says Josh
Sutton, head of artificial intelligence at Publicis.Sapient. “Those are either customers’ chat dialogs
or text dialogs or phone dialogs, or things that they’ve published on social media. So from that
you can extrapolate a great deal about an individual — personality types, likes, dislikes, and
other relevant things — that give you the ability to provide an unexpected moment of delight, or
provide cross-sell or upsell opportunities to the individual that will be well received.”
Using highly sophisticated AI-powered data capture tools, such as the new Adobe Experience
Cloud platform which launched in 2017, brands are now able to align incoming data and
outgoing messaging down to the individual level. The technology incorporates Adobe’s Sensei
AI, which helps brands align guest profiles, shopping behavior, product messaging, and service
delivery throughout the entire end-to-end, online/offline customer experience.
That ability is giving rise to the era of customer centricity and the field of “marketing curation,”
which Forrester describes as: “An approach to marketing that focuses not on delivering
standalone campaigns, but instead on optimizing a set of related cross-channel interactions
that, when added together, make up an individualized customer experience.”
The chart below shows the difference between the old and new customer journey, where online
brand engagement now extends through the in-destination experience.
The Old Customer Journey
Sales & Marketing Operations
Consider Shop / Book Pre-departure Go Stay / Work / Play Return
The New Customer Journey
Sales & marketing encompasses the entire end-to-end customer journey
Consider Shop / Book Pre-departure Go Stay / Work / Play Return
“A lot of the themes you hear about customer centricity, orchestration and personalization are
all playing through as we enable a much more cohesive approach to things today,” says Andy
Kauffman, vice president of digital marketing for Marriott International. “I think it’s a really
interesting proposition for us because I’ve not seen that in the travel space before, with the
breadth of thirty brands and the diversity we have with the three loyalty programs.”
As an example, imagine you’re on vacation at The St. Regis Bora Bora, and you post a photo of
you and your significant other on Instagram after a scuba diving session. Marriott International
has what Kauffman describes as “digital command centers” around the world that track social
media with hashtags of Marriott’s various brands. When one of those captures a social media
post like the example above, a message is sent to live staff at the hotel, who can then print out
the photo and place it in the room with a bottle of champagne and strawberries before the
guests return.
Kauffman says that the reality of that type of digital surprise and delight is increasingly
commonplace. “What I think is very cool is we’re taking social content, which is another form of
data, and we’re reacting in real time and delivering physical experiences down to the hotels for
those guests,” he explains. “That’s an example of high-tech and high-touch coming together.”
Marriott International’s experimentation with its new “IoT Guestroom Lab” at its corporate
headquarters is yet another component of its plan to use technology to deliver more seamless
guest experiences. Designed in partnership with Samsung and Legrand, the room serves as
a test bed for near-term room improvements that will help to further personalize the guest
experience. Using the sensors and customer inputs embedded in this room of the future, guests
can complete a variety of tasks: ask a virtual assistant to start a yoga routine on a full-length
mirror, request additional housekeeping services, personalize the lighting and artwork on the
wall, or start the shower at the desired temperature stored in your customer profile – all of which
is enabled using the guest’s voice or mobile app.
Another example is Carnival’s planned launch of its new Ocean Medallion “guest centricity”
platform on Princess ships in early 2018, a technology that is powered behind the scenes by
Accenture’s Customer Genome AI platform. Pre-trip, each cruise guest receives a wearable
medallion, along with a prompt to share their personal preferences using a companion
medallion app. Meanwhile, the Princess ships have been outfitted with a massive ecosystem
of Internet of Things infrastructure to track guest movement onboard, via near-field
communication (NFC) and Bluetooth technology, and provide personalized services.
This is deployed in a variety of ways. For instance, when guests approach one of a ship’s more
than 4,000 interactive screens, they can pull up relevant details about their individual trip
itinerary, search for the rest of their party, order drinks to their exact location, or browse and buy
activities that align with their personal preferences and trip itinerary.
The Ocean Medallion platform also gives Carnival

unprecedented data capabilities, providing
invaluable insights into passenger behavior, as
well as a new point of sale ecosystem. Carnival’s
competitive advantage for its Princess line is now
as much about how passengers personalize the
ships, as it is about the ships themselves.
Image credit: Carnival

Image credit: BMW Group
5G Platforms Will Eat the World
“ Everything everywhere will be available

on-demand in real time ”
A perfect storm of technology advancements in the next few years will create an online
marketplace where travelers will be able to find and buy destinations, accommodations, and
activities – highly personalized to their individual preferences – anywhere and anytime. “We will
see a greater desire for services on demand, given that technology is increasing our connectivity
and furthering the notion that anything is available, anytime and anywhere,” said Marriott
International’s Edmundson. The big shift is in how those options will be fed to their devices.
Faced with an overwhelming variety of travel opportunities geared to a consumer’s shifting
whims, luxury consumers will all eventually rely on AI-powered digital assistants to help decide
how, where, and when to purchase travel. What will make this idealized vision of the future a
reality? Skift defines five key factors.
The first force that’s shaping this always-on, always-available, travel marketplace is the
impending launch of 5G wireless technology. This next generation of wireless connectivity
promises to dramatically outperform the current data transfer speeds offered by cellular or even
Wi-Fi networks, providing the ability to download high-definition movies in mere seconds. It is
expected to slowly roll out in 2019 in select regions in the U.S., Europe and Asia, but it will still be
a few years before 5G tech is sophisticated enough to scale worldwide.
Second, the future of artificial intelligence, conversational commerce (chat), and voice
communications will provide a staggering level of personalized brand engagement, to which
consumers can opt-in to receive travel recommendations, just like Amazon and Netflix send to
their customers. Those suggestions will not just be aligned with a basic consumer profile, but
rather, these machines will understand the context behind a consumer’s travel intentions at any
moment in time, wherever a consumer may be located. Meaning, eventually, AI will understand
a consumer’s shifting moods and motivations before they do.
Third, every travel brand is evolving as a digital platform with the ability to sell direct to
consumers, and partner with other travel companies – creating a wave of new business-to-
business networks. The continuing improvement in API (application programming interfaces)
connectivity, blockchain technology, and live online inventory capability means all of these
various travel platforms will reach a level of interoperability where they can all talk to each other
in real time.
Fourth, large hospitality companies such as Marriott International are expanding into new
product categories. Earlier this year, Marriott International invested in PlacePass, which provides
over 100,000 travel activities and tours around the globe. As such, large hotel brands are evolving
as intermediaries and portals into a larger travel ecosystems, which brings entire new subsets of
consumer data into their domains.
Fifth, according to John Marshall, Chief Strategy and Innovation Officer at Lippincott, “Every year
that goes by, there will be more tracking, more scoring, and any particular service offering will be
more rated than it has been before. Therefore, we are going to increasingly rely on our artificial
intelligence agents, our digital assistants, to make decisions for us based on all of that data.”
So, on one hand, brands will have enough data on individuals to continuously deliver highly
relevant recommendations. On the other hand, a consumer’s AI-powered digital assistant will be
able to secure even more recommendations based on travel products ranked and rated by other
consumers with similar online profiles. That’s a lot of information.
“For a lot of choices that we make today, our control over them will get more abstract, because
we’ll empower our [AI-powered digital assistants] to be able to make them based on the scores
that we expect,” explains Marshall. “We have brand preferences right now, but if something
is measurable it may become invisible, and our machines could potentially suggest or make
purchase decisions on our behalf.”
Meaning, AI-powered devices in the future could continually put together complete travel
itineraries and ping a consumer with the most interesting options, based on that person’s
individual parameters. 5G speed, connected travel platforms, and live inventory will ensure their
availability and price points in real time. Each itinerary will come with a simple “click to view
and/or buy” button, just like retailers deliver purchase recommendations to customers today
with in-store beacon and proximity-based messaging technology.
An artist’s rendering of the Ritz-Carlton Yacht Collection, launching in 2019.
Image credit: The Ritz-Carlton

Here’s what this could look like in the luxury travel industry in a few years:
A female professor is sitting by the pool of one of The Ritz-Carlton Yacht Collection ships off the
coast of Cannes. Her digital assistant knows she’s a fan of early Impressionist painters based
on her past social media activity. That upcoming weekend, there’s an art historian speaking
about Manet in Rouen. Her digital assistant creates an itinerary with a helicopter transfer from
the yacht to Nice. Then a flight to Paris and an overnight in a specific hotel she will like. Then a
train the next day to Rouen, plus all tickets, F&B, shopping, bespoke tours, etc., which are also all
personalized. Her digital assistant, which might be layered into Marriott International’s loyalty
platform, alerts her with a selection of two full itineraries with itemized pricing, one of which she
can click to buy from the comfort of her chaise.
Whether a luxury brand is at its core a hospitality company, a tours and services provider, or a
destination marketing organization, the distinction will become increasingly irrelevant in the
future. Eventually, the largest brands will become a hybrid of all of the above, offering a variety
of ultra-personalized travel services under their brand umbrella where anything anywhere in the
world is just one click away.
CONCLUSION
There’s no question that luxury is changing. Whether it’s the shifting internal values of today’s
luxury buyers, the rising impact of technology, or the evolving cultural attitudes held by an
increasingly global luxury consumer base, the brands that hope to inspire and engage this ever-
elusive segment face a considerable challenge.
But in the face of this challenge, today’s luxury companies also have a significant opportunity. If
they can accurately understand the evolving values of this new luxury mindset, they stand to reap
the benefits for years to come. What themes will define these values? While it’s hard to say for
certain, Skift and Marriott International’s research into these questions offer a number of clues.
We know that many of the traditional signifiers to luxury, be it quality, comfort, or elegance, will
continue to serve as anchor for tomorrow’s luxury experiences as well. But on top of this, we also
expect new themes to emerge. One is a shift in the traditional idea of the “bucket list,” moving
away from places to go and instead focusing on who luxury consumers want to be and how they
can enjoy access to some of life’s most unexpected and unique experiences. Another relates to
the shift away from the concept of “wellness” to encompass a more holistic idea of “wellbeing”
that includes aspects of mental and emotional health along with typical notions of physical
fitness and nutrition. There is also a series of consumer shifts inspired by the constant drumbeat of
technology, which will force luxury brands to adapt to rising consumer expectations.
There’s no crystal ball when it comes to the evolving world of luxury. But by tapping into great
consumer insights, and reviewing the best practices of today’s leading luxury brands, marketers
can put themselves in the best position possible to gain an edge in the evolving world of luxury.
Further Reading
1. http://trendwatching.com/trends/the-future-of-luxury/
2. https://jingdaily.com/chinese-millennial-collector-michael-xufu-huang-on-the-shifting-meaning-of-
luxury/
3. https://skift.com/2017/08/29/the-6-big-trends-that-are-reshaping-luxury-travel/
4. https://hbr.org/2016/03/the-best-luxury-services-are-customized-not-standardized
5. https://www2.deloitte.com/content/dam/Deloitte/global/Documents/consumer-industrial-products/gx-
cip-global-powers-luxury-2017.pdf
6. http://wwd.com/business-news/technology/ibm-watson-fashion-week-analysis-10842213/
7. http://musically.com/2016/12/07/2017s-tech-trends-from-ai-art-to-blockchain-luxury/
8. https://www.altoros.com/blog/a-close-look-at-everledger-how-blockchain-secures-luxury-goods/
9. http://www.huffingtonpost.com/entry/will-better-liquidity-improve-the-market-for-luxury_
us_59b00495e4b0c50640cd6386
10. https://www.luxurydaily.com/blockchain-and-the-internet-of-luxury/
11. https://blog.chronicled.com/why-fashion-insiders-should-care-about-blockchain-81e29e214765
12. https://jingdaily.com/luxury-brands-close-most-stores-in-china/
13. http://www.businessinsider.com/personalization-boosts-luxury-retailers-e-commerce-business-2017-10
14. https://www.bcg.com/publications/2017/retail-marketing-sales-profiting-personalization.aspx
15. https://www.salsify.com/blog/getting-luxury-e-commerce-right
16. https://hbr.org/2015/09/luxury-branding-below-the-radar
17. http://www.shs.edu.tw/works/essay/2016/04/2016040115083965.pdf
18. https://www.mckinsey.com/industries/consumer-packaged-goods/our-insights/is-luxury-ecommerce-
nearing-its-tipping-point
19. https://www.washingtonpost.com/business/economy/louis-vuitton-and-guccis-nightmares-come-true-
wealthy-shoppers-dont-want-flashy-logos-anymore/2015/06/15/e521733c-fd97-11e4-833c-a2de05b6b2a4_
story.html?utm_term=.962bdf6bd81c
About Marriott International
Marriott International, Inc. (NASDAQ: MAR) is based in Bethesda, Maryland, USA, and
encompasses a portfolio of more than 6,400 properties in 30 leading hotel brands
spanning 126 countries and territories. The company operates and manages eight luxury
brands, including The Ritz-Carlton, Ritz-Carlton Reserve, St. Regis, W Hotels, The Luxury
Collection, Bulgari Hotels, EDITION and JW Marriott, and is set to open nearly 40 luxury
hotels in 2018. Marriott operates and franchises hotels and licenses vacation ownership
resorts all around the world. The company also operates award-winning loyalty
programs: Marriott Rewards®, which includes The Ritz-Carlton Rewards®, and Starwood
Preferred Guest®.
For more information, please visit our website at www.marriott.com.

Like what you see?

Skift is the largest intelligence platform in travel, providing Media, Insights &
Marketing to key sectors of the industry.
Through daily news, research, podcasts, and Skift Global Forum conferences, Skift
deciphers and defines the trends that matter to the marketers, strategists, and
technologists shaping the industry.
SkiftX is Skift’s in-house content marketing studio, working collaboratively with

partners like Mastercard, Hyatt, Adobe, Lyft, Airbnb, and many more on custom
projects to engage the world’s largest audience of travel influencers and decision
makers.
Visit skiftx.com to learn more or email at [email protected].
Carolyn Kremins
President, Skift
[email protected]
212-564-5830

The Luxury Evolution 2018 1 2 PDF

Uploaded by

Copyright:

Available Formats

The Luxury Evolution 2018 1 2 PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

The Luxury Evolution 2018 1 2 PDF

Uploaded by

Copyright:

Available Formats

The Luxury Evolution

Understanding the Values Behind Today’s Luxury Mindset 8

Three Themes Reshaping Global Luxury 13

1. The Evolving Bucket List Incorporates a New Set of Aspirational Needs 14

Luxury is a Launchpad for Self-Actualization 15

Data Spotlight: Luxury Travel’s Emotional “Journey” 22

Spotlight on China: Introspection Creates a more Discerning Traveler 23

Access is the New Authentic 26

Data Spotlight: Is Luxury Local or Global? 31

2. The Evolution of Wellness Encompasses Physical, Mental and Emotional Health 33

Redefining Wellness as Wellbeing 34

Data Spotlight: The Health Benefits of Disconnecting 38

Affluent Consumers Will Go for Wellbeing

3. New Technologies Answer the Demand for Truly Personalized Luxury 33

The Future of Luxury Will be Augmented 34

The Rise of AI-Powered Guest Centricity 48

5G Platforms Will Eat the World 53

About Marriott International 59

ABOUT SKIFT MASTHEAD

Source: Skift and Marriott International’s 2017 Luxury Survey

According to Skift and Marriott International’s 2017 survey

Luxury has a different meaning today than it did to my parents’ generation.

Source: Skift and Marriott International’s 2017 Luxury Survey

Understanding the Values Behind

Strongly Disagree Disagree Spend the Same Agree / Strongly Agree

Source: Skift and Marriott International’s 2017 Luxury Survey

Strongly Disagree / Disagree / Strongly Agree / Agree /

Source: Skift and Marriott International’s 2017 Luxury Survey

Strongly Slightly Slightly Agree /

Source: Skift and Marriott International’s 2017 Luxury Survey

Very Unlikely Unlikely Neutral Likely / Very Likely

Source: Skift and Marriott International’s 2017 Luxury Survey

Three Themes Reshaping Global Luxury

Personal fulfillment and access to one-of-a-kind

Luxury is a Launchpad for Self-Actualization

“ Bucket lists are evolving from where you

Source: Skift and Marriott International’s 2017 Luxury Survey

Yes, significantly Yes, somewhat Not really Not at all

The branding for Singapore’s new

Photo Credit: STB

Luxury is Evolving in Maslow’s Hierarchy

Maslow’s Hierarchy of Needs

“Maslow’s Hierarchy of Needs,” an influential psychological framework established by scientist Abraham

DATA Luxury Travel’s Emotional “Journey”

Source: Skift and Marriott International’s 2017 Luxury Survey

What qualifies as an “emotional connection?” The definition varies from consumer

Introspection Creates a more Discerning Traveler

Source: Skift and Marriott International’s 2017 Luxury Survey

An Instagram snapshot from

Chanel’s presence in Chengdu

Access is the New Authentic

“ Luxury brands are portals to diverse

Source: Skift and Marriott International’s 2017 Luxury Survey

Strongly Disagree Disagree Neutral Agree / Strongly Agree

Source: Skift and Marriott International’s 2017 Luxury Survey

Source: Skift and Marriott International’s 2017 Luxury Survey

More luxury traveler providers are looking

DATA Is Luxury Local or Global?

Which of the following do you prefer?