Omnichannel Agentic - Consulting - Luxury

Mission Overview

A leading global luxury group is looking for support in mapping and developing omnichannel agentic client journeys.

The assignment aims to explore how emerging agentic technologies, including LLMs and autonomous agents, can transform client interactions, create new experiences, unlock business value, and support the development of new commercial opportunities.

The mission will also involve defining clear boundaries around relevant use cases, potential risks, data governance, and alignment with the group’s business model and internal policies.

1. Mission

Support a leading global group in the mapping and development of Omnichannel Agentic client journeys.

Capture Business Value

Innovate and develop client journeys by leveraging:

• New touchpoints, such as LLMs and autonomous agents

• New experiences, such as enhanced services

• New business opportunities, such as incremental sales and increased customer engagement

Leverage Technology Possibilities

Utilize new capabilities offered by agentic technologies.

Set Boundaries

Define relevant use cases and identify those incompatible with the business model, such as intermediation and data governance constraints.

Three Main Workstreams

A. Provide Visibility to Top Management

Provide top management with visibility on:

• Existing initiatives

• Potential opportunities

• Associated risks

B. Influence Key Technology Providers

Influence key technology providers to incorporate the group’s specific needs into their feature roadmaps.

C. Guide the Group’s Individual Entities

Guide the group’s individual entities on agentic use cases by clarifying:

• Which use cases should be explored

• Which use cases do not align with internal policies

2. Scope Covered

Channels

The scope covers various channels, including:

• AI platforms, including specialized LLMs

• Social platforms

• Media publishers

• Indirect distributors

• Group-owned channels, such as physical locations, customer service, and owned digital platforms

Geography

Global scope, with a primary focus on major Western markets.

3. Approach

Internal IT

Collaboration with internal IT teams for:

• Onboarding

• Use case review

• Identification of key IT solution vendors

IT Solution Vendors

Interviews with:

• Leading software providers

• Innovative startups

Agentic Platform Players

Engagement with major agentic platform players, including:

• Major AI platform providers

• Social media platforms

• Media publishers

The assignment will involve presenting the group’s needs in terms of:

• Use cases

• Features

• Prerequisites

This work will be conducted in collaboration with the relevant internal teams.

Individual Entities

Workshops with the group’s individual entities to:

• Assess ongoing projects

• Prioritize future use cases

• Refine strategies

• Identify specific needs

• Prepare potential Proofs of Concept

Key Challenges

The assignment sits at the intersection of several strategic priorities:

• Omnichannel client journey transformation

• Generative AI and agentic technologies

• Business innovation and value creation

• Customer engagement and incremental sales

• Data governance and risk management

• Technology provider management

• International stakeholder coordination

• Use case prioritization and POC preparation

• Senior consultant with strong experience in omnichannel customer journeys and digital transformation.

• Solid knowledge of Generative AI, LLMs, autonomous agents, and agentic use cases.

• Strong business acumen and stakeholder management skills in international environments.