YOUR MONTHLY DOSE OF THE SECRETS BEHIND THE LUXURY WORLD
The Luxury Hour
TOPIC
Mastering the Art of Services Excellence
70% of customers who complain will return if their issue is resolved well but 95% will return if they feel heard, respected and cared for.
Excellence in service is not achieved only through standards, it’s achieved through alignment and consistency. In this session, we’ll explore how the three dimensions of luxury service, Culture, Design, and Experience, interact to create moments of meaning and drive loyalty. From the invisible codes of internal culture to the choreography of guest interactions, service becomes an art of presence. You’ll learn why excellence is not achieved in isolation, but in the deliberate mastery of culture, design and experience.
What you’ll learn
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How values, rituals, and leadership define the behaviors that shape every experience.
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How to intentionally design emotional journeys that connect process and emotion with brand coherence and anticipates risks.
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How to turn operational actions into artistic expressions of your brand’s identity.
LANGUAGE
DATE
17/12/2025
7 PM - KSA
DURATION
TIME
60 mins
LOCATION
English
Online
The Speaker
Natalia Jaramillo
Co-founder Next in Luxury | Luxury CX Consultant | Founder of Humanistic Luxury™ | Speaker & Trainer
Natalia Jaramillo is an international consultant, speaker, and creator of the Humanistic Luxury™ methodology, an approach that places people at the heart of strategy, culture, and experience. With over 15 years working across Europe, the Middle East, and Latin America, she has helped leading and iconic luxury maisons and brands design meaningful experiences that feel authentic, intentional, and emotionally resonant. After working with brands like Jumeirah Hotels, Cartier, Rolex, Emirates Palace Abu Dhabi, Galeries Lafayette and many more, she has refined a proven framework that helps luxury brands evolve from operational complexity to emotional clarity and coherence.
Her Humanistic Luxury™ methodology bridges strategy and experience, redefining what it means to serve, empower and transform in the luxury industry.
Natalia is an International Speaker and has trained over 10,000 people. She is a Certified Customer Experience Professional (CCXP) from the Customer Experience Professionals Association (CXPA), chair of the CXPA Middle East Regional Leadership Council and holds an Executive Master in Luxury Management and Guest Experience from Glion in Switzerland.
What You Should Know Before To Attend
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Luxury brand and hospitality leaders
Retail and client experience directors
Entrepreneurs building premium or luxury concepts
CX and marketing professionals who want to elevate their approach
Any business that wants to learn what luxury does to build true loyalt
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Because luxury today is not about products — it’s about meaning, coherence, and emotion.
By joining this program, you’ll gain not only practical tools but also a new perspective on excellence: one that balances strategy with humanity, and performance with purpose.
You’ll also become part of the Next in Luxury network, connecting you with a community of professionals redefining the future of luxury in the Kingdom of Saudi Arabia.
NEXT TALKS
The Luxury Hour is your monthly rendez-vous with the minds shaping the next chapter of luxury. Step inside the conversation as we unveil stories, ideas and strategies that redefine what excellence means today.
Here, we don’t talk about luxury we decode it.
We explore the invisible architecture behind timeless brands, cultural intelligence and human experiences that resonate beyond trends.
Whether you’re a founder, creative, or leader in transformation, The Luxury Hour offers more than insights. It’s an invitation to think differently, to elevate and to belong to the global dialogue of modern luxury.
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When luxury hurts: the hidden cost of broken experience
MARCH 2026
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Marketing brought them in, experience made them leave
APRIL 2026