Digital excellence can yield exceptional in-person experiences

When I cofounded Brilliant Earth in 2005, e-commerce was still in its infancy. I believed technology could reshape the jewelry industry entirely—changing how customers find pieces they love, personalizing their own designs, and reimagining the customer experience. We launched as a digital-first venture to do just that.

Now, two decades into our pioneering digital journey, I’ve realized something surprising: Our most sophisticated online tools have actually made in-person interactions more valuable. I believe the brands leading the next wave of innovation aren’t choosing between digital and physical. They’re using digital excellence to help create meaningful in-person connections and lifelong brand affinity.

BOLSTER HUMAN CONNECTION THROUGH DIGITAL

Over the years, Brilliant Earth introduced several industry firsts. Before we launched, buying diamond jewelry online was unheard of; we became one of the first companies to sell engagement rings and fine jewelry through e-commerce, and were early to offer lab-grown diamonds when few knew what they were. We developed online tools for customers to design their own engagement rings and fine jewelry. But we also understood that the future wouldn’t be dominated by digital. Seamlessly integrating online and physical experiences would be key.

Even as digital tools get more sophisticated, leading companies aren’t eliminating the in-person element. They’re doing the opposite: harnessing these innovations to make human touchpoints more meaningful. In doing so, they create branded experiences that feel more personal and authentic than traditional retail was doing.

This transformation spans every retail category—from IKEA’s Place app that lets customers visualize furniture in their homes to Nike’s data-driven inventory localization, based on neighborhood shopping patterns. Even legacy media companies are getting involved: Condé Nast is preparing to launch Vette, a creator-commerce platform using AI-driven tools to help influencers curate personalized storefronts. It bridges the gap between content discovery and purchase decisions.

The key insight for any industry leader is this: Modern shoppers no longer see a divide between online and offline shopping. Both are now intrinsic parts of the customer journey, not opposing concepts. No matter your industry, customers expect each digital tool to serve a dual purpose: enhancing their online experience while creating richer, more meaningful interaction when they choose to engage in person. The companies getting this right aren’t using digital tools to replace human touchpoints. They’re giving their teams better information, so every interaction feels more personal and valuable.

3 PILLARS OF NEXT-GENERATION EXPERIENCE

As I look toward the future, I see three fundamental principles driving the evolution of exceptional customer experiences:

1.  Invest in tech-powered personalization: Digital tools that recognize customers across all touchpoints are delivering increasingly sophisticated personalization. Take Ralph Lauren’s “Ask Ralph,” which launched last fall. It’s like having a personal stylist in your pocket—one who knows the brand’s entire archive, drawing upon that knowledge to provide personalized styling advice, complete with live inventory. The experience feels like a natural extension of the world Ralph has built for almost 60 years.

In the big box world, Walmart is using AI features like a personalized algorithm that can predict and preempt customer needs, including frequency and quantity of orders. It expanded testing of a GenAI shopping assistant to help customers make the best choices for their needs. At Brilliant Earth, we’ve taken this approach into our showrooms where we use dozens of customer data points to curate each appointment and continue that personalized journey long after customers leave our stores. But we’ve also learned to lean into what our customers find most special: the unique guidance and expertise they get from our jewelry specialists. The goal is to build unified systems that remember customer preferences no matter how they shop with you, so every interaction feels personal and connected.

2.  Focus on immersive technologies to eliminate friction: Deploying smart technologies to allow customers to experience products before purchasing will fundamentally change how customers interact with your brand world. Released last summer, Warby Parker’s new AI-powered Advisor feature scans customers’ faces to capture style preferences and measurements, then recommends glasses while offering virtual try-on capabilities that calculate frame sizes.

And Sephora launched its latest digital extension this fall called My Sephora Storefront, where creators can build their own beauty shops inside Sephora’s website and app, so shoppers never have to leave the platform. These integrations eliminate the traditional friction points between discovery and purchase, and allow customers to experience products virtually before committing.

3.  Emphasize human-AI collaboration: The most successful AI implementations preserve authentic human connections while augmenting capabilities. Condé Nast’s Vette platform demonstrates another approach by using AI to handle complex backend operations—like inventory management, product recommendations, and sales analytics. This allows creators to focus on what humans do best: building authentic relationships with their audiences and providing personal curation reflecting their unique voice and taste. The best AI implementations don’t replace people—they make them better at their jobs. Smart companies are learning to use AI to give their teams insights about individual customers, making every interaction more relevant without losing the human touch that builds real loyalty.

THE NEXT WAVE OF INNOVATION

I’m proud of how far we’ve come in using innovation to enable self-expression and connect with authentic human needs at Brilliant Earth. But more than that, I’m energized by the opportunities ahead.

Today’s digital transformation has given us capabilities that seemed impossible just a few years ago. While there are many questions about AI’s future impact on jobs and human connection to be answered, the companies and leaders succeeding right now aren’t using AI to eliminate human contact. They’re using it to make those human moments count even more. Those who get this right will reshape the next generation of retail.

Beth Gerstein is the cofounder and CEO of Brilliant Earth.

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