CXG

Report Available: Key Themes Driving the Future Luxury Market: 2025 and Beyond The luxury market is poised for significant transformation between 2025 and 2027 in response to structural and consumer pressures. This report looks at the evolving luxury market in 2025 and beyond, examining key factors such as regional growth variations, shifting consumer behaviors, and the increasing influence of digitally native and regional luxury brands. It explores how brands can navigate this landscape by balancing personalization, global consistency with local relevance, and sustainability to remain competitive in a changing market. Download the report by visiting: https://lnkd.in/d-qr85x8 #CXG #CX #Customerexperiencegroup #customerexperience #industryreport #luxurytrends #marketprediction #luxurybrands #Luxurysector #luxuryindustry #luxury #thoughtleadership

We want to extend our warmest wishes to all of our clients, partners, and friends observing the holy month of Ramadan. May it bring blessings of peace, prosperity, and togetherness. Ramadan Kareem! رمضان كريم🌙 #CXG #customerexperiencegroup #customerexperience #cx #ramdan #ramadankareem

Our CXG Chief Customer Officer Thibaut Fromageau, and MEIA Regional Vice President Alastair Tocher, were recently invited to speak at the L'Oréal Middle East CPD Beauty Summit 2.0 in Dubai! Our colleagues shared valuable insights touching on GCC customers' expectations, the importance of data collection, and how to transform insights into impactful actions! Click through the photos below for a glimpse into the event! #CXG #CX #Customerexperiencegroup #loreal #LorealBeautySummit #customerexperience #customerexperiencegroup #cxexperts #customerexperienceexperts #dubai

Puig, the Spanish beauty and fashion group, which counts Dr Barbara Sturm, Byredo, Rabanne, Christian Louboutin, and Charlotte Tilbury among its headline brands, has posted robust double-digit growth for FY 2024 with accelerated growth in the last two quarters of 2024.    The company reported net revenues of €4.8 billion, representing a 11.3% increase at reported rates (10.9% like-for-like growth). The company's strong performance was underpinned by a robust gross profit margin of 74.9%, generating €3,588 million in gross profit. Adjusted EBITDA reached €969 million, yielding a 20.2% margin, while adjusted net profit reached €551 million, with a respective 11.5% margin. Notably, the fourth quarter demonstrated healthy 14% revenue growth.   Geographically, EMEA emerged as the primary growth driver, with a 12.8% reported revenue increase and reaching €2,620 million. The Americas also delivered strong results, with 11% reported growth and €1,715 million in net revenues. APAC revenues reached €455 million, representing 3.7% growth.   In terms of segments, the Fragrance & Fashion division showcased outstanding performance, in keeping with the beauty industry’s momentum currently seen in fragrance, with a 13.6% increase in revenue reaching €3,538 million. The performance in these two segments was driven in particular by the three brands, Carolina Herrera, Jean-Paul Gaultier and Rabanne, which rank among the world’s top10 fragrance brands. Together, the Fragrance and Fashion segments contributed 73% of the company's total revenue. The Makeup segment experienced a marginal contraction, with a 1.3% decrease, resulting in €763 million in net revenues, and representing 16% of total revenue.   In comparison, the Skincare division stood out as the fasting growing segment in the Group exhibiting substantial growth, with a 19.8% reported increase, to reach €516 million in net revenues. In this segment the Company was able to tap into multiple streams of growth and diversified offerings to great success.   Some of the year’s highlights included the Company’s IPO in 2024 on the Spanish stock exchange, the majority acquisition of the skincare brand Dr Barbara Sturm, as well as the increased shareholding in Charlotte Tilbury, and the accelerated buyout of Byredo to reach 100% ownership.   For the medium term, the Company highlighted it was expecting high single digit like-for-like growth, still outperforming the broader premium beauty market growth. Management stressed that it would continue to pursue a strategy of considering highly selective acquisitions with a good strategic and financial fit. #CXG #CX #Customerexperiencegroup #customerexperience #PUIG #financialresults #industrynews #luxuryindustry #luxuryretail #luxurybrands #luxury #financialnews #businessupdates

Our NPS Pulse solution tailors your NPS program to seamlessly fit your CX strategy, offering personalized program design, and expert guidance. Unlike pure SaaS providers that only visualize NPS data, we partner with you at every stage—from setting the CX vision and designing the program to turning data into actionable insights for CX excellence. Start your NPS Pulse Program today. Visit https://lnkd.in/d4thb_yn #CXG #CX #customerexperiencegroup #customerexperience #luxury #luxurybrands #nps #npspulse #npsprogram #luxuryindustry #luxurysector #luxuryexperts #cxexperts #customerfeedback #luxurybrands

Are You in on Luxury Retail’s Biggest Transformation?   In 2025, CXG is joining forces with top luxury brands and tapping into the insights of 20,000+ Client Advisors to uncover the real challenges of retail’s frontline—and decode what truly drives performance.   💡 The best client experiences? They start with teams that feel heard, valued, and equipped to excel. Forward-thinking brands are already embracing listening, acting, and empowering their teams in ways that set them apart. Brands are stepping up. Will yours? Don’t get left behind. Start your VoT Program today. Visit: https://lnkd.in/d3pjrAWz #CXG #CX #Customerexperiencegroup #customerexperience #VoT #voiceoftheteam #employeeexperience #luxury #luxurybrands #luxuryindustry #luxurysector

From haute couture debuts to major acquisitions in luxury! A renowned French luxury house is set to enter the haute couture world, debuting its first collection at Paris Haute Couture Week in 2026-2027. Meanwhile, a luxury retail group revises its vendor payment terms, shifting to a 90-day payment model. In sportswear, an athletic giant collaborates with a shapewear brand to launch a new fitness line. Get the latest updates in luxury business! Link in comments. 👇 #CXG #CX #Customerexperience #Customerexperiencegroup #Luxury #Luxurybrands #Industrynews #Hermes #Saksglobal #Nike #Skims #Prada #DolceandGabbana #Kering #Hudabeauty

At CXG, we believe that a successful customer experience is an ecosystem where every element must work together seamlessly to create an unforgettable experience for your customers. In today’s competitive luxury industry, this isn’t just an advantage – it’s an absolute necessity to stay competitive. Swipe through to discover the important elements that make up the CX ecosystem and start your project today by visiting: https://lnkd.in/dm7xiNf6 #CXG #CX #customerexperiencegroup #customerexperience #cxecosystem #luxury #luxurybrands #luxuryindustry #employeeexperience #EX

Last week, I had the opportunity to join the Forvis Mazars Group Leadership Team gathering in Dubai, where I led a session on something I believe is at the core of every successful business—customer experience.   What made this conversation so exciting is that Forvis Mazars, a leader in financial and advisory service, is putting a strong focus on CX. In an industry often defined by regulations and numbers, it’s a powerful reminder that at the heart of every process is people. Seeing a firm like Forvis Mazars emphasize this shift shows how CX is becoming a game-changer—even in highly structured, B2B environments.   Customer experience isn’t just about meeting expectations; it’s about understanding clients beyond the transactions and creating meaningful engagement.    It was a pleasure exchanging insights with leaders who recognize that investing in CX isn’t just an extra step—it’s what drives lasting impact. A special thank you to this incredible group of leaders and to Laurent Choain for his invitation. Looking forward to keeping this discussion going! #CustomerExperience #ForvisMazars

A CXG Report: Key Themes Driving the Future Luxury Market: 2025 and Beyond This report looks at the evolving luxury market in 2025 and beyond, examining key factors such as regional growth variations, shifting consumer behaviors, and the increasing influence of digitally native and regional luxury brands. It also explores how brands can navigate this landscape by balancing personalization, global consistency with local relevance, and sustainability to remain competitive in a changing market. Download the full report by visiting: https://lnkd.in/dVKpj6Un #CXG #CX #customerexperiencegroup #customerexperience #luxury #luxurybrands #luxurytrends #2025trends #thoughtleadership #industryreport #report #luxuryindustry