Unpacked with Silvia Coleman ft. Michael Zakkour: Supporting Luxury DTC Brands Scaling Through CX Transformation

Unpacked with Silvia Coleman ft. Christophe Caïs: Two Decades of Redefining Luxury Customer Experience

In this episode of The Luxury Edit, Silvia Coleman, VP of Market Intelligence & Strategic Growth at CXG, sits down with Christophe Caïs, Founder & CEO of CXG, a global customer experience powerhouse serving over 220 luxury Maisons across 85 countries, to celebrate 20 years of redefining what excellence looks like in luxury retail. Together, they trace the remarkable journey from a France-based fashion brand to a CX consultancy, and ultimately to the unified global firm CXG is today. From bold bets made during a pandemic to building an 85,000-person evaluator network, this conversation is as much a founder's story as it is a masterclass in luxury strategy. The conversation also touches on: * How slowing down the sale (11–20 minute interactions vs. under 10) drives a 40% purchase intent uplift * The tension between hyper-personalization and the discretion that defines luxury. * CXG's new Retail Performance at Scale initiative and why it's set to become a game-changing conversion tool. * What Gen Z and Millennials really want from luxury, and the blind spots legacy brands still haven't fixed.

Unpacked with Silvia Coleman ft. Michael Zakkour: Supporting Luxury DTC Brands Scaling Through CX Transformation

In this episode of Unpacked, Silvia Coleman [https://www.linkedin.com/in/silvia-coleman-56786a20/], VP of Market Intelligence & Strategic Growth at CXG [www.cxg.com], is joined by Michael Zakkour [https://www.linkedin.com/in/michael-zakkour-150b865/], Founder & CEO of 5 New Digital, Managing Director at SellSide Group M&A, bestselling author, and globally recognized strategist in digital commerce and consumer behavior. Together, they explore how premium and luxury DTC brands can scale without losing what matters most: experiential relevance. From the dangers of over-investing in flashy tech to the “experiential blind spot” that quietly bleeds revenue, they dive into the moment where digital growth meets luxury CX principles, where ecosystems replace channels, and “points of service” evolve into points of experience. The conversation also touches on: * The shift from omnichannel to experiential habitats. * Why physical retail becomes a customer acquisition engine * Transferable CX lessons from China and Asia * The Triangle Business Model: content, community, and commerce * The paradox of “slow luxury” * Balancing immersive tech with high-touch human service

Decoding CX with Clement Barthelemy featuring Gaelle Devins: The Intersection of Retail, Customer Experience and Leadership

In this first episode of our Decoding CX series, Clement Barthelemy [https://www.linkedin.com/in/clementbarthelemy/], EVP of Measurement at CXG, sits down with Gaelle Devins [https://www.linkedin.com/in/gaelle-devins/], Chief Customer Officer & Executive Board Member at Breitling, and author of Flow Leadership: Unleash the Power of People, Purpose, and Performance. Together, they explore what modern leadership looks like in the evolving world of luxury retail, where client excellence and team empowerment must move hand in hand. The conversation dives into what truly drives engagement on the sales floor, the critical role of store managers, and the shifts needed to build organizations that put people —both clients and teams—at the heart of performance. They also discuss: * Why leadership in luxury retail demands both empathy and accountability. * How brands can translate customer feedback into measurable growth and stronger internal culture. * Why traditional KPIs overlook what really matters — people engagement — and how to bring it to the forefront. * What it takes to attract and retain Gen Z talent in an industry rooted in heritage. Want more conversations like this? Subscribe to our channel and follow us on ⁠LinkedIn⁠ [https://www.linkedin.com/company/cxgroup/?viewAsMember=true].

Unpacked with Silvia Featuring Ron Thurston: The Future of Talent in Luxury Retail

What if the future of luxury leadership isn’t about keeping up with tech, but about doubling down on human connection? As the luxury industry navigates AI, automation, and rapid transformation, one question rises to the top: How do we lead with purpose when everything is evolving? In this episode, Silvia Coleman [https://www.linkedin.com/in/silvia-coleman-56786a20/], VP of Market Intelligence & Strategic Growth at CXG, sits down with Ron Thurston [https://www.linkedin.com/in/rthurston/]—two-time #1 bestselling author, keynote speaker, and one of retail’s most respected voices to unpack what it truly means to lead and thrive in the age of disruption. With 30+ years of experience at Apple, Gap, Saint Laurent, and more, Ron brings powerful insights from the frontlines of luxury retail and a bold message: the future belongs to leaders who know how to connect, inspire, and build real relationships. Together, they explored: * Why human connection will define the next era of luxury experiences. * How to attract, grow, and retain top retail talent in an evolving market. * What leadership looks like when systems fall short and purpose takes over. * The role of emotional intelligence and authenticity in high-performance teams. * How to future-proof your career and your business by leading with pride. * In a world driven by tech, this episode serves as a reminder that the human touch remains luxury’s greatest asset. Want more conversations like this? Subscribe to our channel and follow us on LinkedIn [https://www.linkedin.com/company/cxgroup/?viewAsMember=true].