Leadership, Experience, and Transformation Across Luxury and Hospitality

#FRANCEisON | Monthly CXO Rendez-Vous

As consumer expectations continue to evolve and global uncertainty reshapes markets, luxury and hospitality leaders are be ing challenged to rethink how they create value, both for customers and for their organisations.

At a recent FCCCO CXO Rendez-Vous, two senior executives from globally renowned groups, Lisa Fehr from Dior (LVMH) and Denis Klurfeld from Accor, shared their perspectives on navigating change through leadership, innovation, and sustainability.

Their discussion offered a cross-sector view of how people-centric cultures, technology, and long-term vision are redefining premium experiences in Canada and beyond.

Key Takeaways from the Discussion

💡 Redefining Innovation Through Experience. Innovation today extends well beyond products. In luxury beauty and retail, customer expectations have shifted toward immediacy, exclusivity, and seamless service. Limited editions, faster delivery, and elevated in-store experiences are becoming the norm. Meeting these expectations requires operational agility and creative thinking, including partnerships that enrich the customer journey and create new points of differentiation.

In hospitality, innovation is equally experience driven. Improving guest journeys, ensuring consistency, and delivering personalization at scale remain central priorities, while maintaining operational performance and profitability.

🌍 Navigating an Uncertain Economic Landscape. Both speakers addressed how macroeconomic and geopolitical factors influence their industries. Beauty was described as a form of accessible luxury that often remains resilient during periods of uncertainty, as consumers continue to seek small moments of indulgence.

In hospitality, long-term fundamentals remain strong. Population growth, increased appetite for travel, shifting generational preferences, and a growing focus on spending on experiences continue to support sustained momentum across the sector.

Canada, in particular, was highlighted as a stable and attractive market, offering a strong regulatory environment, cultural diversity, and long-term growth opportunities.

🌱 Sustainability and Technology as Strategic Enablers. Sustainability is no longer a separate initiative but a core component of business strategy. In hospitality, sustainable practices are embedded into daily operations, supported by technology and AI to reduce waste, optimize processes, and improve efficiency. AI was presented as a powerful tool to better understand guest expectations, strengthen decision making, and unlock meaningful productivity gains.

In luxury retail, technology is reshaping customer engagement through more immersive and digitally enabled experiences. Virtual try on solutions and digital tools are becoming essential in delivering personalization while enhancing convenience.

🫂 Leadership, Inclusion, and Human Connection. Despite rapid technological advancement, both speakers emphasized that people remain at the heart of performance. Leadership was framed around care, trust, and agility. Taking care of teams enables them to deliver exceptional experiences to customers, even in environments of constant change.

Diversity and inclusion were also central themes. Initiatives focused on mentorship, transparency, and networking were highlighted as key drivers of empowerment and leadership development. Personal growth, learning from experience, and maintaining authenticity were seen as essential qualities for leaders navigating complexity.

🌎 Canada as a Platform for Opportunity. Canada’s educated workforce, multicultural fabric, and strong sustainability culture position it as a fertile ground for business growth. While operational inefficiencies exist, they were viewed as opportunities for reinvention and transformation for organizations willing to adapt and innovate.

A Forum for Insight and Connection

Both Lisa and Denis shared positive feedback on the FCCCO’s role within the business community. The Chamber was recognized as a trusted platform for collaboration, knowledge sharing, and meaningful connections between France linked brands and Canadian opportunities.

The CXO Rendez-Vous continues to provide leaders with a space to exchange perspectives, challenge conventional thinking, and gain practical insights into the evolving business landscape.

We extend our sincere thanks to Lisa and Denis for their valuable contributions and to all participants whose engagement made this discussion both insightful and impactful.

Join us at the next CXO Rendez-Vous as we continue exploring the ideas and leadership practices shaping the future of business.