CNA938 Rewind - Mind Your Money - What AI can’t replace in the luxury space

As AI becomes a bigger part of the shopping journey, businesses are rethinking what keeps customers loyal beyond speed, convenience and personalisation. In luxury, that often comes down to trust, timing, discretion and the quality of human relationships. Cheryl Goh speaks with Gogo Cheng, Founder and Managing Director of Gogo Cheng Consulting Limited, and they explore how clienteling works, what brands often misunderstand about customer data, and why human connection can still be a powerful driver of long-term commercial value.