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Global Luxury Market To Shrink 2% In 2024 Amid Economic Strain, Price Hikes

The global luxury goods market is facing a rare contraction, with sales of personal luxury items forecasted to drop by 2% in 2024, marking one of the sector’s weakest years on record. Consultancy Bain & Company’s latest report attributes the decline to economic pressures and steep price hikes, which have contributed to a shrinking customer base and softened demand.

According to Bain, the luxury market lost approximately 50 million consumers over the past two years, a sharp drop from its previous 400 million customer base. This decline has largely been driven by rising prices, especially as luxury brands repositioned their products within higher price brackets. Bain estimates a 20-22% slump in luxury sales in China, once a powerhouse market for high-end goods, now experiencing sluggish demand amid economic uncertainty.“This is the first time we’re seeing a drop in the personal luxury goods sector since the 2008-09 crisis, barring the pandemic,” said Bain partner Federica Levato. The report may raise concerns among investors that the sector’s downturn could endure longer than expected, impacting key players like LVMH and Kering.

The forecast reveals a shift in luxury consumer behaviour, particularly among younger shoppers, who have scaled back on purchases amid global economic headwinds, from geopolitical tensions to China’s economic challenges. Levato noted that while luxury spending on experiences like travel and dining remains strong, demand for physical luxury goods is expected to remain flat through the holiday season at constant exchange rates.

Strategies to Drive Future Growth

The report highlights that growth prospects for 2025 will depend significantly on brands’ strategic choices, particularly regarding pricing. Bain anticipates that global sales could rise modestly, between 0% and 4%, driven by European and American markets. China, however, is only expected to regain momentum in the latter half of 2025.

In another telling trend, the outlet channel—offering discounted luxury items—has outperformed the wider luxury market, reflecting a shift towards value-seeking among luxury buyers. Levato suggests that easing interest rates and potential tax cuts in the U.S. under Donald Trump’s leadership could lift consumer confidence and spending stateside.

The Shift to Experiential Luxury

While personal luxury goods are seeing a slowdown, Bain reports that luxury spending on experiences, such as upscale hospitality and dining, is on the rise, highlighting a potential shift in consumer preferences toward experience-driven purchases.

Zendesk Acquires Forethought To Strengthen AI Customer Support Tools

Zendesk, a company known for customer support software, has announced the acquisition of artificial intelligence startup Forethought. The deal is expected to close by the end of March and represents another step in the growing use of AI to automate customer service operations.

Strategic Innovation In Customer Service

Forethought has been developing AI tools for customer support automation for several years. The company first gained industry recognition after winning the TechCrunch Battlefield competition in 2018, well before the widespread adoption of generative AI tools.

Since then, Forethought has expanded its customer base to include companies such as Grammarly, Airtable, Upwork and Datadog. By 2025, the platform was processing more than one billion customer interactions each month, highlighting the growing role of automation in support operations.

Pioneering Leadership And Industry Recognition

Deon Nicholas, Forethought’s co-founder and chairman, hailed the acquisition as a milestone in a recent LinkedIn post. According to Nicholas, advances in AI over the past several years have accelerated adoption across multiple industries, particularly in areas that rely heavily on customer communication and service management.

Enhancing Zendesk’s Product Portfolio

The integration of Forethought’s technology is expected to expand Zendesk’s AI capabilities across its product suite. Company executives said the acquisition could accelerate development of several planned features by more than a year. These capabilities include specialized AI agents, systems that improve automatically through usage data and more advanced voice-based customer support tools. Zendesk has previously expanded its platform through acquisitions, including companies such as Zopim and BIME Analytics, which added messaging and analytics functionality to its products.

Implications For The Future

The acquisition reflects a broader shift in the software industry toward AI-driven automation of customer service tasks. Companies are increasingly using AI systems to handle routine inquiries while human agents focus on more complex cases. Zendesk’s move highlights how enterprise software providers are investing in AI technologies to improve efficiency and scale customer support operations as demand for digital service channels continues to grow.

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