Chanel Black Book .

Luxury shopping is all about personal relationships. From the very first intro, sales associates are the epicenter of Chanel’s customer experience. It doesn't make sense to attempt to usurp those relationships through digital, so instead we sought to strengthen them.

The Chanel Digital Transformation is all about streamlining the retail experience and allowing for more meaningful interactions to occur between customers and style associates, whether it be in a customer’s local store, international store, or on the go. Associates can predict sales opportunities and style habits thanks to a powerful CRM, while customers can expect the same level of personal understanding from any of Chanel’s global locations.