The Next Era of Luxury: Harnessing Digital for a Superior CX



On a chilly November day, nearly 40 guests were welcomed to the intimate gallery and boutique space of French fashion designer agnès b. in SoHo. As the last event in the 2019 luxury, fashion and beauty series, we were pleased to conclude the year on a highly-relevant topic of digital personalization and optimization. This event was organized thanks to the support and thought leadership of the FACC luxury, fashion and beauty committee. 

Experience is the new battlefield, and CX today is the cornerstone of an effective brand differentiation strategy. This is especially relevant for the millennial audience, which is more attuned to experience than products. 

Topics covered included how to:

  • Delight every customer, every time, and increase retention
  • Leverage content for community building
  • Break down customer intelligence silos for higher impact
  • Harness the power of data to strengthen brand 

Following the presentation, guests were treated to a selection of hors d'oeuvres and wine from our Delicious Partners. Attendees were invited to stay tuned for the 2020 series, entitled #NoFilter, intimate conversations with French and American luxury executives. This series will convene a small group of industry executives for candid, strategic and intimate conversations. The next event is tentatively scheduled for January 23rd, keep an eye on the FACC calendar for more information. 

Meet the Speaker:

Jean-Marc Bellaiche, Chief Marketing, Partnership & Strategy Officer.
Jean-Marc is in charge of Contentsquare’s global strategy, and heads up the global marketing and partners teams. Jean-Marc was a Senior Partner at the Boston Consulting Group (BCG), where he led the global luxury, beauty and fashion practice. During his 22 years at BCG,  he worked closely with the executive teams of major global brands including Louis Vuitton, Chanel, Dior, Tiffany & Co, Clarins and L’Oreal, advising on their growth strategy.

Prior to joining Contentsquare, Jean-Marc spent 4 years at Tiffany & Co where he was Senior Vice President Strategy and Business Development. Jean-Marc has a degree from Centrale Paris (class of 1992) and an MBA from the Insead business school (class of 1996).He is known for his strategic vision, excellent communication skills and his perfect grasp of the challenges and mindset of Contentsquare’s clients and partners. 

About ContentSquare: 

Contentsquare empowers brands to act on unique behavioral insights to turn experience into a measurable advantage. The leading experience analytics platform, Contentsquare transforms trillions of digital behaviors daily into intelligent visualizations and recommendations everyone can use to grow revenue, increase loyalty and fuel innovation. Contentsquare customers benefit from access to benchmarks and predictive scoring based on the leading global data set of digital behavior across geographies and industries. The company acquired Clicktale in 2019 and serves more than 600 enterprises worldwide, including 30% of the Fortune Global 100. For more information, visit

Many thanks to our Luxury Series Sponsor: 

Many thanks to our Delicious Partners and host: