The Fini Podcast: AI in Luxury Customer Service | Brandol Guerra

Brandol Guerra is Associate Director of Customer Service at Rebag, the luxury handbag resale marketplace dealing in Chanel, Hermès, and Louis Vuitton. In this episode, he breaks down how to deploy AI in a luxury environment where customers expect premium service, not chatbot responses. He explains why accuracy matters more than speed in high-value transactions, how to identify detractors in the first 2-3 minutes of a call, and why Six Sigma helped him eliminate waste in AI workflows. Plus: the two workflows that must stay human (purchasing and change management), how to train teams on AI without creating resistance, and why the winning companies in 2026 aren't the ones with the best AI—they're the ones with the best adaptability.