Blending digital and human touch: Re-styling CX at Toni & Guy
How Toni & Guy navigates the digital transformation within the hair industry through AI, a loyalty program and online booking platforms
Businesses are increasingly integrating technology into customer experiences, but striking the right balance between digital efficiency and human connection is key. In this session from All Access: Digital CX 2024, Adie Luff, head of CX at Toni & Guy, shares how the iconic hair brand is navigating the digital transformation within the hair industry, leveraging tools like AI, CRM systems and online booking platforms while maintaining the personal touch that keeps clients loyal.
The session explores Toni & Guy’s shift from traditional service models to blended digital solutions, including a massive digital migration, a new loyalty program and AI-driven client insights to enhance service delivery.
The discussion also covers how the brand uses client data and digital tools to personalize interactions, from product recommendations to client recovery, ensuring clients feel valued both online and in-salon.
