Based in Paris, Anne-Laure de Broissia (pictured), senior vice-president and global head of the luxury practice, and Caroline Egal, deputy head, will lead the consultancy which will measure customer’s experience and help luxury brands build emotion through multiple touchpoints.  

De Broissia said: “Luxury customers don’t just settle for being ‘satisfied’, and traditional customer satisfaction metrics fall short of capturing the end-goal of a luxury experience around happiness. We have learned that creating memorable moments that literally evoke happiness is key to driving long term loyalty. Happiness science is a way to reconcile the need for measurement tools and the luxury core mission.”

De Broissia has more than 16 years international client experience at PRS In Vivo having worked in its Paris and New York offices.