The LUXperience(s) event on November 18 is taking shape. Organized at Morning Concorde and livestreamed, this exceptional morning event by LUXUS PLUS in collaboration with the Ifop group, Valtech, ISG Luxury Program, and Paris Packaging Week promises a program rich in insights into the luxury customer experience. It will feature the unveiling of an exclusive Ifop Group x Luxus Plus study, as well as round tables, keynotes, and tastings.
For this first edition, LUXUS PLUS is pulling out all the stops by offering you an extraordinary experience on Tuesday, November 18, from 8:30 a.m. to 1 p.m. in the refined setting of the Morning Concorde (Hôtel de la Marine).
Various highlights, entirely in English, are expected, including an opening speech by Claire Domergue, founder and editor-in-chief of LUXUS PLUS. This will be followed by a preview presentation by Rémy Oudghiri, sociologist and CEO of Sociovision (Ifop Group), of the first exclusive international study co-produced by the IFOP Group and Luxus Plus.
Two round tables will then be moderated by Maud Lagarde, another luxury expert who previously worked at Louis Vuitton. It should be noted that two keynotes, moderated by Claire Domergue, will also punctuate the morning. Areas dedicated to champagne and caviar tasting and immersive experiences will add spice to the event.
Many prestigious brands, establishments, artisans, and start-ups will be present in the audience and on stage, including the LVMH Group, Louis Vuitton, Orient Express Sailing Yachts, ISG Luxury Program, Valtech, Gemmyo, Rova Caviar, and Ateliers Berger.
An informed look at the state of global luxury
A highlight not to be missed, LUXperience(s) will open with an opening speech by Claire Domergue, founder and publishing director of LUXUS PLUS at 9:00 a.m. She will discuss the choice of theme for this first edition, “Exceptional experiences that redefine luxury,” as well as the major challenges associated with this experiential aspect, which is increasingly leading to the development of specialized divisions within established luxury brands such as Louis Vuitton.
Another highlight will undoubtedly be the presentation by Rémy Oudghiri, sociologist and CEO of Sociovision (Ifop Group), of the first study conducted jointly by Ifop Group and LUXUS PLUS.
This exclusive work was conducted last June with a representative panel of luxury customers comprising 4,500 people across Europe (France, United Kingdom, Spain, Germany), the United States, and Asia (China and Japan).
The study proposes a new customer segmentation, moving away from socio-demographic criteria alone to establish five profiles. Among them, we note the presence of hedonists (23% of the customers surveyed). The majority in the various luxury markets analyzed, these individuals aged 55 and over perceive luxury as “an occasional reward, a boost to self-confidence.” To attract them, luxury players must offer experiences likely to provide immediate pleasure and comfort. These considerations lead them to prefer travel and gastronomic experiences.
It should be noted that creatives, another customer segment identified and the most receptive to experiences, are in the majority in Anglo-Saxon countries. These under-35s see luxury as “a source of daily inspiration”, while the destination is already an experience in itself.
The study will also develop other profiles with specific expectations of this luxury clientele, as well as the three major challenges facing the global luxury industry.
Two round tables and two keynotes
How are luxury players addressing the issue of customer experience? Two round tables will attempt to shed light on the growing importance of the discipline in the sector, particularly the dichotomy between the retail experience and the strategic development of the customer experience, between scarcity and omniscience of touchpoints, and between technology and human relations. It will also be an opportunity to clarify the “augmented” role of sales advisors and the new skills expected of them.
A first round table entitled “From experience to brand excellence: how are practices evolving?” will explore the customer experience as the new face of luxury brand excellence, through the prism of innovation, craftsmanship, and design, starting at 9:30 a.m.
To discuss this topic, Dr. Estelle Dinh, CEO of Attixs Global Collection S.A., will debate alongside Bertrand Petyt, European Director of SKAL International and Director of Hotel Operations at Orient Express Sailing Yachts, Ariane Berger, founder and director of Ateliers Berger, and Caroline Pannhasiri, marketing director of jeweler Gemmyo.
A second round table entitled “The role of technology in orchestrating unified commerce and strengthening customer loyalty” will explore at 10:45 a.m. the challenge of omnichannel retailing in the luxury sector, particularly the limitations of working in silos and the dilemma of the intrusion of technology—especially artificial intelligence—into the luxury world, which is resolutely human-centered.
This conversation will feature Tony Pinville, entrepreneur and AI expert, PhD student in machine learning, Co-founder and former CEO of Heuritech, as well as Pascal Malotti, global retail strategy lead at Valtech, Capucine Jourde, project manager, strategic development of the customer experience at Louis Vuitton, and Stanislas Vignon, head of digital intelligence at LVMH.
These round tables will be moderated by Maud Lagarde, senior advisor for digital customer experience in the luxury sector and former LVMH employee.
Two keynotes will punctuate the morning.
The first presentation at 10:15 a.m., dedicated to luxury brands, customer experience, and education, will be given by Véronique Lepinay, Director of Institutional Communication and International Experience at the ISG Luxury Program.
The second presentation, scheduled for 11:30 a.m., will focus on “Emotion and customer experience: the role of luxury packaging”.
All of these keynotes will be moderated by Claire Domergue, founder and publishing director of LUXUS PLUS.
Finally, Delphyne Dabezies, co-founder of Rova Caviar, and Claire Domergue, founder and publishing director of LUXUS PLUS, will close this morning session rich in learning and emotion.
Click here to find out more
Full program
8:30 a.m. Coffee reception
9:00 a.m. Opening speech by Claire Domergue, publisher of Luxus Plus
9:10 a.m. Presentation of the exclusive Ifop Group x Luxus Plus study by Rémy Oudghiri, sociologist and CEO of Sociovision (Ifop Group).
9:30 a.m. Round Table No. 1 From experience to brand excellence: how are practices evolving?
With Dr. Estelle Dinh, CEO of Attixs Global Collection S.A.; Bertrand Petyt, European director of SKAL International and director of hotel operations at Orient Express Sailing Yachts; Ariane Berger, founder & director of Ateliers Berger; Caroline Pannhasiri, marketing director, Gemmyo
Moderated by Maud Lagarde, senior advisor, digital customer experience in the Luxury Sector, formerly Louis Vuitton
10:15 Keynote No. 1 Luxury brands, customer experience, and education in partnership with ISG Luxury Program. With Véronique Lepinay, director of institutional communication and international experience at ISG Luxury Program
Moderated by Claire Domergue, founder and publishing director of LUXUS PLUS.
10:30 a.m. Coffee break
10:45 a.m. Round Table No. 2 The role of technology in orchestrating unified commerce and strengthening customer loyalty
With Tony Pinville, entrepreneur and AI expert, PhD in machine learning, Co-founder and former CEO of Heuritech ; Pascal Malotti, global retail strategy Lead, Valtech; Capucine Jourde, project manager, strategic development of customer experience, Louis Vuitton; Stanislas Vignon, head of digital intelligence at LVMH
Moderated by Maud Lagarde, senior advisor, digital customer experience in the Luxury Sector, Former Louis Vuitton
11:30 Keynote No. 2 Emotion and customer experience
Moderated by Claire Domergue, founder and publishing director of LUXUS PLUS.
11:45 Informal discussion (Fireside Chat) with Delphyne Dabezies, co-founder of Akanjo, Acipenser, Rova Caviar, Kasnodar Caviar, and Asoan Ethic
12:00 p.m. Closing ceremony and cocktail lunch
Click here to find out more
Featured photo: from left to right and top to bottom Rémy Oudghiri (Sociovision, Ifop Group), Véronique Lepinay (ISG Luxury Program), Bertrand Petyt (SKAL International and Orient Express Sailing Yachts), Pascal Malotti (Valtech), Ariane Berger (Ateliers Berger), Maud Lagarde (formerly LVMH), Stanislas Vignon (LVMH), Estelle Dinh (Attixs Global Collection S.A), Tony Pinville (formerly Heuritech), Capucine Joude (Louis Vuitton), Caroline Pannhasiri (Gemmyo), Delphyne Dabezies (Rova Caviar) © LUXUS PLUS
Read also > LUXperience(s): Rare Champagne joins the partners of the November 18 event
Featured Photo: LUXUS PLUS
