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AI Can’t Replace Empathy: The Human Edge in Luxury Real Estate
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Date:
03 Oct 2025
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The increasing digitization of real estate has its limits, particularly in the luxury segment, according to Carolyn Fugere, Co-President and Chief Sales Officer of Sotheby’s International Realty, who argues that human expertise remains irreplaceable despite technological advances.
The Limitations of Digital Tools
“Technology is an enabler, but it can’t replace the nuanced understanding that comes from years of market experience and personal interaction,” Fugere states. She points out that while digital tools can streamline processes and provide data, they fall short in crucial areas of luxury real estate transactions.
According to Fugere, the complexity of high-end real estate decisions extends far beyond what algorithms can process. “These aren’t just transactions, they’re deeply personal decisions involving family legacies, lifestyle aspirations, and significant financial considerations,” she explains.
The Essential Human Touch
Fugere emphasizes that successful luxury real estate professionals must master both technological tools and interpersonal skills. “The most successful agents aren’t those who rely solely on technology or traditional methods, they’re the ones who masterfully combine both,” she notes.
This hybrid approach becomes particularly crucial in navigating the emotional aspects of luxury transactions. “When you’re dealing with properties at this level, clients aren’t just buying square footage, they’re investing in dreams and aspirations,” Fugere observes.
Evolving Professional Requirements
The changing landscape has created new demands for luxury real estate professionals. Fugere points out that today’s agents must develop a broader skill set than ever before.
“We’re seeing a need for professionals who can interpret data, utilize technology, and still maintain the high-touch personal service that luxury clients expect,” she explains. “It’s about augmenting human expertise with technology, not replacing it.”
The Path Forward
Looking ahead, Fugere sees a continued evolution in how technology and human expertise interact in luxury real estate. “The future belongs to those who can harness technology while preserving the irreplaceable elements of personal service and expert guidance,” she concludes.
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