The Luxury Edit

CXG

Welcome to The Luxury Edit, where luxury meets insight! Christophe Caïs, CEO of CXG, hosts exclusive conversations with CEOs and key figures across the luxury world. From Dubai to Paris, his episodes uncover what’s shaping the future of the industry. Silvia Coleman, based in the US, speaks with industry experts to deliver a 360° view of luxury, from cutting-edge innovations to big-picture thought leadership. Clément Barthélemy, based in Paris, zooms in on CX & EX with bold questions, timely topics, and sharp insights from experts on the ground. Luxury is evolving. Tune in to hear how!

Episodes

  1. Jul 23

    Unpacked with Silvia Coleman ft. The Maker: Scaling a Founder-Led Luxury Brand Without Losing the Story

    In this episode of Unpacked, Silvia Coleman, Head of Market Intelligence & Strategic Growth at CXG, is joined by Alina Roytberg, Co-Founder of The Maker and Co-Founder & Brand Director at Fresh, and Rose Pilato, Chief Marketing Officer of The Maker and former Global Director of Communications at Fresh. Together, they trace the full arc of building two category-defining brands, from Fresh's founding on a $10,000 loan and a five-dollar bar of soap, through its acquisition by LVMH, to launching The Maker as a fragrance, beauty, and hospitality brand built around a single idea: that luxury doesn't have to choose between beauty and meaning. They dig into what it actually takes to scale a founder-led brand without losing its DNA, how to tell the difference between a partner who amplifies your story and one who dilutes it, why "the edit" (doing less, better) is one of the hardest and most valuable lessons in beauty, and how The Maker turned a boutique hotel into the physical home of a fragrance house rather than just an origin story. The conversation also touches on: Choosing the right growth partner: lessons from LVMH and Tribute VenturesThe tension between DTC and wholesale, and who really owns the customer relationshipWhy good product tied with experience— not just marketing — is what actually builds communityResilience over playbooks: why there's no single right way to build a lasting brand

    Unpacked with Silvia Coleman ft. The Maker: Scaling a Founder-Led Luxury Brand Without Losing the Story

  2. Jun 11

    Decoding CX with Clément Barthélémy featuring Maryam Djavadi: Building Emotional Connections in Luxury Automotive

    Clément Barthélémy, EVP of Measurement at CXG, sits down with Maryam Djavadi, Vice President of Business Excellence at Porsche, to explore how one of the world's most iconic automotive brands is rethinking customer experience in a rapidly evolving luxury landscape. Drawing on her unique perspective across both fashion and automotive, Maryam shares how luxury principles can be translated into an industry historically shaped by engineering, product performance, and dealership networks. Together, they discuss how automotive brands can build stronger emotional connections, elevate retail experiences, and adapt to the changing expectations of tomorrow’s luxury consumers. The conversation covers: What fashion and automotive can learn from each other when it comes to customer experience Bringing a luxury mindset into a traditionally engineering-driven industryMeasuring emotional engagement, loyalty, and customer satisfaction beyond traditional KPIsAttracting a new generation of luxury automotive clients with evolving expectations and lifestylesTransforming dealerships from transactional environments into experiential destinationsThe future skills, mindsets, and capabilities required to deliver exceptional automotive experiencesHow electrification is reshaping the customer journey beyond the vehicle itselfBuilding a clienteling culture that strengthens relationships long before and long after purchaseThe growing role of community in luxury automotive engagementA vision for automotive customer experience in 2040, and the transformative role of AI and data

    Decoding CX with Clément Barthélémy featuring Maryam Djavadi: Building Emotional Connections in Luxury Automotive

  3. Apr 28

    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 upliftThe 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. Christophe Caïs: Two Decades of Redefining Luxury Customer Experience

  4. 12/11/2025

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

    In this episode of Unpacked, Silvia Coleman, VP of Market Intelligence & Strategic Growth at CXG, is joined by Michael Zakkour, 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 engineTransferable CX lessons from China and AsiaThe Triangle Business Model: content, community, and commerceThe paradox of “slow luxury”Balancing immersive tech with high-touch human service

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

  5. 10/28/2025

    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, EVP of Measurement at CXG, sits down with 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.

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

  6. 07/16/2025

    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, VP of Market Intelligence & Strategic Growth at CXG, sits down with Ron Thurston—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.

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

About

Welcome to The Luxury Edit, where luxury meets insight! Christophe Caïs, CEO of CXG, hosts exclusive conversations with CEOs and key figures across the luxury world. From Dubai to Paris, his episodes uncover what’s shaping the future of the industry. Silvia Coleman, based in the US, speaks with industry experts to deliver a 360° view of luxury, from cutting-edge innovations to big-picture thought leadership. Clément Barthélemy, based in Paris, zooms in on CX & EX with bold questions, timely topics, and sharp insights from experts on the ground. Luxury is evolving. Tune in to hear how!

Information

  • Creator
    CXG
  • Years Active
    2025 - 2026
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © CXG
  • Show Website
    The Luxury Edit