Case Study: Brunello Cucinelli achieves personalized, human-centered omnichannel luxury and quadrupled ecommerce revenue with Salesforce

Brunello Cucinelli elevates humanity and economic dignity with fashion

Brunello Cucinelli is a family‑led Italian luxury fashion house that puts human dignity and personal service at the center of its brand. Faced with the challenge of preserving the intimate, attentive in‑store experience for customers in an increasingly digital and impersonal retail landscape, the company needed a way to translate its bespoke service model into online channels without losing its values or privacy standards.

Brunello Cucinelli partnered with Salesforce to deploy “graceful technology” — Service Cloud, Marketing Cloud and Commerce Cloud — to create personalized customer journeys, automate workflows, and give teams fast access to order history while protecting customer data. The result: faster, more personal service across channels, a digital storefront in 50 countries, ecommerce revenues that have quadrupled since migrating to Commerce Cloud in 2016, continued global expansion, and stronger customer loyalty (including handwritten thank‑you notes), all while maintaining the brand’s philanthropic commitments.

Brunello Cucinelli

Brunello Cucinelli

Communications & Digital Director