Is Luxury Leading The Way?

18:30 - 23:00 GMT
UK
2.11.2023
Dinner

The Ivy Club, 9 West St, London WC2H 9NE

London

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Is Luxury Leading The Way?

London

Dinner

November 2, 2023

Summary

Showing the way with customer care

The term “clienteling” was made for those brands at the top of the market. Personal shoppers, VIP store experiences, and now the growing trend of personal makeup professionals using the very best brands doing home visits in Chelsea (and neighbours).

There is no doubt that “in person” service has become vital over the last 18 months as stores come back to prominence. Staff turnover has left many brands and retailers struggling to keep up, but in London, Bond Street has recently become a source of some of the best service available - with staff “borrowed” from competitors as well as the very best hospitality venues (the old covid switcheroo).

Every premium and luxury brand we talk to is thinking hard about the blend of online and offline service, from in-store apps to help VIP experiences to the dreaded bots which (despite the negative press) can really help with CS at scale.

This autumn is the perfect time before Peak to sit and think for a second about the service benchmarks in Luxury and premium beauty businesses, and how to raise them without affecting the cost base too heavily, and also using appropriate technology without dehumanising this vital element of Luxury.

Croissants and Pastries at CF Event Delegates networkingAudience at a Commerce Futures conference.

Over dinner we will discuss:

  • Relationship - building within the Luxury sector
  • Brand reputation for premium beauty (and how CS can help)
  • Service improvements - Where are they and how can you deliver them?
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Francois Briard

Francois Briard

Head of Digital Platform Evolution and Innovation

Former CHANEL

With over 20 years of experience in strategy and management of e-commerce, digital, and omni-channel business and technology, Francois has designed, led, and delivered impactful solutions for the luxury and beauty industries. His mission is to create seamless and engaging customer journeys across all touchpoints, leveraging data, innovation, and agile practices.

As the Head of Digital Platform Evolution & Innovation at CHANEL until May 2023, Francois defined and executed the omni-channel vision and road map for the US market, collaborating with global and local teams to roll out new features and services, such as virtual try-on, buy-online pick-up in store, and chat with store. He also co-led the global client data and CRM program.

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Leaf wall textureSmiling woman networking at a Commerce Futures eventSmiling woman networking at a Commerce Futures eventNetworking at CF Event
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Francois Briard
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
08:30
Registration & Networking Breakfast
09:15
Welcome from Commerce Futures
09:25
Ryan Clark, STATSports & Jim Hingston, The Gym Group
Keynote
10:10
Hollie Weatherstone, Muc-Off
Keynote
10:35
Break
10:55
Multi-brand panel – Decathlon, Ellis Brigham, Helen of Troy
Keynote (Main Stage)
Speed dating for delegates
(Breakout Room)
11:50
George Huxford, Apidura
Keynote
12:15
Break
13:15
Rich Philip, Contested
Keynote
13:40
Marc Guisti, Veloforte
Keynote (Main Stage)
David Hanney, Alpkit
(Breakout Room)
14:35
Networking
15:00
Closing Remarks from Commerce Futures
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes

AGENDA

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Francois Briard
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Francois Briard

Francois Briard

Head of Digital Platform Evolution and Innovation

Former CHANEL

With over 20 years of experience in strategy and management of e-commerce, digital, and omni-channel business and technology, Francois has designed, led, and delivered impactful solutions for the luxury and beauty industries. His mission is to create seamless and engaging customer journeys across all touchpoints, leveraging data, innovation, and agile practices.

As the Head of Digital Platform Evolution & Innovation at CHANEL until May 2023, Francois defined and executed the omni-channel vision and road map for the US market, collaborating with global and local teams to roll out new features and services, such as virtual try-on, buy-online pick-up in store, and chat with store. He also co-led the global client data and CRM program.

LEARN MORE →Close icon

Venue

The Ivy Club, 9 West St, London WC2H 9NE

The Ivy Club is an exclusive private members' club spanning three floors of the building

Find directions →
Is Luxury Leading The Way?

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