eTail Virtual Summit & Expo 2021

June 29 - July 01, 2021

Online (ET)

Valerie Hoecke, Chief Digital Officer at LVMH Perfumes & Cosmetics
LVMH Perfumes & Cosmetics Logo

Valerie Hoecke

Chief Digital Officer
LVMH Perfumes & Cosmetics

Check out the incredible speaker line-up to see who will be joining Valerie.

Download The Latest Agenda

Day One – Tuesday, June 29 2021

Tuesday, June 29th, 2021

2:20 PM KEYNOTE CHAT: Merging High-Tech & High Touch: Humanizing Digital Customer Experiences In Our ‘Live from Home’ World

Technology is impacting consumer preferences and retailers have to move faster than ever to adopt new technology with a customer-centric mindset. Especially given the rush towards digital capabilities during the beginning of the pandemic, there might have been some pieces of tech that retailers invested in to help ease a customer burden, but are now realizing lacks a human touch. In an increasingly online world with self-service on the rise, customers are still looking for a 1 to 1 relationship and a personal touch. Valerie Hoecke & her team at LVMH Perfumes & Cosmetics have been working throughout the pandemic to make sure that customers feel that human connection through each touchpoint and she plans to share with us how they plan to continue to think through this customer first mindset even as things seemingly return to ‘normal’ post pandemic. 

  • Remembering that your customers are humans, not just data points 
  • Investing in customer facing technology that is easy for your business to implement AND easy for your customer to use  
  • Recognizing that chatbots and automation might be easier and less expensive methods of contact but they can be impersonal  
  • Thinking through the benefits of keeping some personal lines of communication open with your customer ie. through call center or human manned chat  
  • Cultivating empathy through your digital experiences 

Valerie Hoecke, Chief Digital Officer, LVMH Perfumes & Cosmetics