Gaelle Devins

Chief Customer Officer / Member of the Executive Board Breitling

Gaelle Devins is Chief Customer Officer and a Member of the Executive Board at Breitling, where she leads the brand’s global direct-to-consumer strategy across internal and external boutiques, e-commerce, call centres, CRM, customer experience, training, performance, analytics, and digital platforms. With 27 years of leadership experience spanning the luxury, advertising, and FMCG sectors, Gaelle has built a career shaped by extensive global exposure, having spent much of her life working across continents. Her work centres on aligning commercial performance with human-centred leadership.

Summit Day One - Tuesday, 6th October 2026 [CET]

15:50 Panel Discussion: Who Owns the Customer in Modern Organisations?

Customer functions are increasingly expected to influence strategy across marketing, product, service, and operations. Yet achieving genuine cross-functional integration remains challenging. This keynote panel delves into the evolving role of CX leaders in driving organisational impact, exploring how accountability, strategic alignment, and innovative governance can shape the future of customer-centric organisations.

Learning Objectives

Unpack how the CX role is evolving within organisations
Discover approaches to integrating CX across departments
Evaluate leadership strategies for increasing CX influence

Key Takeaways

Viewpoints on the future role of CX leadership
Inspiration for achieving cross-functional alignment
Considerations for strengthening CX governance

Summit Day Two - Wednesday, 7th October 2026 [CET]

9:40 Fireside Chat: From Customer-Centric Vision to Business-Wide Transformation

Customer-centricity becomes meaningful when it shapes the strategic choices an organisation makes, not simply the experiences it delivers. In this fireside chat, explore how senior leaders turn customer ambition into business-wide transformation, influencing strategy, investment, propositions and organisational priorities. Drawing on their leadership experiences, they will discuss how to create lasting momentum behind customer-centric change while balancing commercial objectives, organisational complexity and the evolving expectations of customers.

Learning Objectives

Examine how senior leaders translate customer ambition into a broader business strategy and transformation agenda
Explore how customer priorities can influence strategic choices around investment, propositions, technology and organisational change
Understand the leadership principles required to sustain customer-centric transformation at scale

Key Takeaways

Define the strategic role customer-centricity should play within an organisation's wider transformation agenda
Identify where customer priorities can shape major business and investment decisions
Develop a clearer leadership approach for embedding customer-centricity as a long-term organisational capability

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

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