The chief information officer of luxury retail group LVMH has said he believes agentic AI is the “future of sales” and will transform the customer experience.
Speaking at the Cegid Connections Retail 2026 where Retail Week was in attendance, Franck Le Moal revealed how the parent group of retailers and brands such as Sephora, Louis Vuitton, Loewe, Benefit, and many more, is leveraging agentic AI.
“Agentic AI, which can facilitate all different types of interactions, is the future of sales,” Le Moal said on stage.
“In the luxury industry, it will enable us to provide the best possible experience to our customers, before, during and after, (the shopping journey) and that’s key in a very complex market.”
He went on to explain that the group is undergoing a tech transformation across “the whole of the value chain”, and that it is investing in areas such as back to stores, data, AI, supply chain and cyber protection.
“We can’t build high-performance retail without a very solid background of foundations,” Le Moal continued.
“Retail is complicated at the moment. We need to be very agile, we need to be responsive, we need to forecast, we need to be able to reallocate stock, and change stock. We can’t do that without having a solid foundation.”
On agentic AI, Le Moal added that the group is embracing its integration and that the tech would not be replacing sales teams, rather equipping them with tools to interact with customers effectively.
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