Gucci’s Next Move: Luxury Call Centers

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Gucci’s Next Move: Luxury Call Centers
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Gucci went quiet after a controversial design caused social media backlash. Now, CEO Marco Bizzarri is ready to unveil its dramatic next move.

Just call Marco Bizzarri, 57, the Oprah of fashion. “We want to create joy,” says Bizzarri, the CEO of Gucci, referring to what he calls the “happiness moment” in shopping. “I want people to smile—especially because it’s something you didn’t find in the luxury business,” he says. François-Henri Pinault—the chairman and CEO of Kering, Gucci’s parent company—for one, is smiling a great deal.

This smile might have something to do with the near double-digit growth in annual revenue that Gucci has delivered since Bizzarri took...

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