LUXperience(s). Video. “The customer experience is becoming the cornerstone of customer service for luxury brands” - Véronique Lepinay (ISG Luxury Program)

As part of the LUXperience(s) event on November 18 (new schedule), organized by LUXUS PLUS in collaboration with the Ifop Group, Valtech, ISG Luxury Program, and Paris Design Week, we are offering a series of conversations with our co-organizers, who are themselves experts in customer experience. For this first preview, we offer the perspective of Véronique Lépinay, Director of Institutional Communications at ISG Luxury Program, an institution specializing in luxury.

Before heading up the institutional communications and international experience program at ISG Luxury Program, Véronique Lépinay worked in communications strategy, marketing, and influence at established jewelry houses such as Bvlgari (LVMH) and Van Cleef & Arpels (Richemont) for the European and Asian markets.

LUXUS PLUS: Can you tell us a little more about the ISG Luxury Program?

Véronique Lepinay: The ISG Luxury Program is a program dedicated to careers in luxury goods at the ISG business school, which is a member of the IONIS Education Group.

LUXUS PLUS: Why is customer experience a key topic in your training program?

Véronique Lepinay: In order to meet the needs of increasingly demanding customers, luxury brands are enriching and transforming their customer experiences, which are becoming the cornerstone of their customer service.

LUXUS PLUS: Why did you choose to partner with LUXperience(s)?

Véronique Lépinay: It seemed obvious to us to partner with the LUXperience event, which makes sense for our school and our students. Our school prepares our future talents to transform and enrich the customer experience in the luxury sector.