A MONTHLY SERIES

THE LUXURY HOUR

Curated Business Talks on Luxury Strategy, Operations & Execution

Monthly conversations shaping the future of luxury

The Luxury Hour is designed for professionals who don’t just want to understand luxury but operate it. Each monthly session focuses on one real business challenge facing the luxury industry today, unpacked through strategy, operations, leadership and execution.From brand decision-making to service design and organizational culture, The Luxury Hour bridges vision and practice through real-world expertise and cross-sector insight.

The Luxury Hour: from storytelling to storydoing to storybeing

WED 25 FEB 7:00-8:00PM KSA

82% of customers say they trust brands that “do what they say” over those that merely “say the right things.” (Source: Gallup)

In luxury, stories are not told they are lived. This session explores how brands evolve from narrative to embodiment: from what they say, to how they act, and ultimately to what they become.

In an era of information saturation, words no longer differentiate. Authenticity does. We’ll examine how culture, behavior, and experience design turn brand mythology into operational reality. Luxury brands no longer compete on communication. They compete on coherence.

US$65.00

WED 26 AUGUST 7:00-8:00PM KSA

A curated live talk exploring how luxury brands fail not by lack of effort, but by unseen experience gaps and how a structured CX Gap Analysis enables leaders to diagnose, prioritize, and systematically repair broken journeys with precision and accountability.

73% of customers abandon a brand due to repeated poor experiences, even when they love the product.(Source: PwC)

How to Identify, Prioritize, and Repair Experience Gaps

Luxury doesn’t fail because of lack of effort it fails because brands don’t see where the experience breaks. Many luxury brands believe they deliver exceptional experiences, yet clients experience inconsistency, friction, emotional disconnect, and broken promises. The problem is rarely intention. The problem is blind spots.

This session introduces a structured CX Gap Analysis using the 5 Service Gap Model, helping leaders identify where experience breaks, why it breaks, and how to fix it, systemically, not cosmetically. Instead of guessing, reacting, or over-investing in the wrong areas, participants will learn how to diagnose root causes, prioritize impact, and repair luxury journeys with precision and accountability.

US$65.00

The Luxury hour: Employees also have an Experience

WED 24 JUNE 7:00-8:00PM KSA

A curated live talk examining how employee experience functions as the hidden engine behind customer experience and why luxury brands fail at delivery when this system breaks down.

Companies with highly engaged employees outperform competitors by 147% in earnings per share.
(Source: Gallup).

The CX Engine Behind Exceptional Luxury: You cannot deliver exceptional customer experience with a broken employee experience. Luxury brands obsess over clients, yet often neglect the very people responsible for delivering the experience. From recruitment to onboarding, training, incentives, tools, and recognition, employee experience defines how consistent, authentic, and emotionally intelligent the customer journey will be. This session reframes Employee Experience as a strategic CX system, not an HR initiative.

US$65.00