Ken Feyder: Balancing Technology and Human Touch at Hermès
As the Chief Information Officer of Hermès, Ken Feyder stands at the intersection of luxury retail and cutting-edge technology. In a recent interview, Feyder shared insights into his role and the unique approach Hermès takes in integrating technology while preserving its renowned human touch.
Feyder's journey to Hermès was unconventional. With a background in economics and experience in various companies, he was drawn to Hermès because of its heartfelt "human" approach. Feyder highlighted a unique aspect of Hermès' approach to retail: each store owner gets to pick the products that they sell at their local store, from the stores in Paris to New York, as “they are the ones that know their customers best." This approach exemplifies Hermès' commitment to combining local expertise with global luxury.
At Hermès, Feyder emphasizes the importance of project management as a discipline. "Project management, in my mind, is one of the most important disciplines that I try to embed into everything that we do," he states. He views it as "the science of getting things done," crucial for the successful implementation of initiatives.
One of Feyder's key philosophies is to "manage by walking around." He believes that effective communication goes beyond project status reports, stressing the importance of subjective insights gained through personal interactions. "You have to be able to speak with everyone," Feyder asserts. "Not everything you're gonna need to know is gonna be in the project status report. That subjective sense of how things are going has to be incorporated into the reality of the project."
Feyder's team has implemented several innovative solutions to enhance customer experience. For instance, they transformed the company's data reporting system from cumbersome PDF reports to interactive, mobile-friendly dashboards. "We deployed a BI solution that is on your phone, interactive dashboard format and just tells you what you need to know with pictures, with graphs, and you can slice and dice the data any way you want," Feyder explains. This not only improved data accessibility but also enhanced security and real-time decision-making capabilities.
Despite these technological advancements, Feyder maintains that the core of Hermès' success lies in its people. He shared an anecdote that underscores this point: "My 10-year-old daughter was able to tell when I used ChatGPT for a tooth fairy message. It really drove home the importance of genuine human interaction and touch in everything we do, even in luxury retail."
Feyder is candid about both successes and failures. He recounted the BI interactive dashboard as one of Hermes’ significant successes, which allowed for more convenient and frequent customer interaction with their interface. However, he also acknowledged challenges, such as working across cultural differences in implementing global projects when choosing the global network provider, which led to significant technological delays but ultimately improved their holistic business approach.
On the topic of team management, Feyder advocates for breaking down traditional departmental silos. "I encourage what I'm calling talent marketplace, where we are all one team, and it doesn't matter who you're working for," he states. This approach fosters collaboration and innovation across the organization.
Cybersecurity is another critical area of focus for Feyder. He describes a comprehensive approach that includes a global Computer Systems Incident Response Team (CSIRT) and regular educational initiatives for employees. "At the end of the day, the weakest link in all of cybersecurity is the user," he notes, emphasizing the importance of human awareness even in technical domains.
When asked about his favorite part of the job, Feyder's response reflects his people-centric approach: "The favorite part of my job is to see my people growing professionally." This focus on personal and professional development ensures a strong foundation for Hermès' continued success and innovation.
As Hermès continues to navigate the digital age, Ken Feyder's leadership in IT demonstrates that even in a world of advancing technology, the human touch remains at the heart of luxury retail. His approach ensures that while Hermès embraces digital transformation, it never loses sight of the craftsmanship and personal connections that have defined the brand for generations.
"My goal, obviously, is to enable the business with technology, but also to give my team a platform for their career growth," Feyder concludes, encapsulating his vision for a technologically advanced yet deeply human Hermès.
To end this piece with a personal touch, when asked about his favorite Hermès product, Feyder's response reveals his appreciation for both craftsmanship and strategy – qualities that mirror his approach to technology leadership.
"The one product that comes to mind immediately is from our home decor line – the chess set," Feyder shares. "It's hand-carved wood, absolutely beautiful, with just the right weight. It's both modern and classical, a conversation piece with intrinsic value. It's not just for decoration." His admiration for the chess set seems to reflect his own strategic mindset in navigating the complex world of luxury retail technology.
"Maybe it's the chess and that's a little bit of connection there to ones and zeros," he muses, drawing a parallel between the game of chess and the binary world of technology. This personal insight offers a glimpse into how Feyder's appreciation for strategy, craftsmanship, and timeless design informs his leadership at Hermès, blending tradition with innovation in the digital age.