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.
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