Altagracia Jolly is a visionary strategist in customer experience reinvention, digital transformation, and innovation-led business growth. As a Senior Principal Consultant at P&C Global, she works at the intersection of Strategy & Innovation and Digital Transformation, helping global clients redefine customer engagement models, elevate brand interactions, and develop next-generation CX ecosystems. With industry expertise spanning Manufacturing, Financial Services, Travel & Hospitality, Luxury Retail, and Global Logistics, Altagracia is a trusted advisor to organizations looking to transform their customer experience (CX) strategy into a competitive advantage.
A French national now based in Paris with her Italian husband and family, Altagracia’s professional journey is shaped by a lifelong passion for creativity, human connection, and strategic reinvention. Growing up, she was immersed in cultural diversity, artistry, and strategic thinking, thanks to her family’s rich history in both fashion and logistics—two industries that require a deep understanding of consumer behavior, operational excellence, and brand storytelling. This unique background shaped her approach to customer experience reinvention—one that blends analytical rigor, emotional intelligence, and digital-first innovation.
Altagracia has held senior leadership roles at top-tier consulting firms and multinational corporations, where she has designed and executed customer experience transformation strategies for some of the world’s most recognizable brands. As Director of Customer & Digital Experience at Accenture Strategy & Consulting , she led global CX transformation projects, helping Fortune 500 companies redefine their customer engagement frameworks through AI-driven personalization and omnichannel integration. As Head of CX Innovation at LVMH Group, she developed luxury retail’s first predictive personalization model, leveraging data-driven insights and behavioral analytics to enhance brand-client interactions across LVMH’s flagship brands. As Senior CX Strategist at Air France-KLM Digital Strategy Division, she spearheaded customer experience reinvention initiatives that improved traveler loyalty, digital self-service capabilities, and personalized in-flight experiences, leading to a 22% increase in customer satisfaction scores.
Altagracia’s ability to merge digital innovation with human-centric strategy has positioned her as one of the foremost experts in CX reinvention and digital transformation.
At P&C Global, Altagracia is at the forefront of helping global enterprises reimagine customer engagement models in a digital-first world. Her leadership has resulted in:
- A 25% increase in customer lifetime value (CLV) for clients by implementing AI-powered, predictive CX frameworks.
- The design and execution of next-generation customer engagement platforms, enhancing loyalty, personalization, and omnichannel experience across retail, financial services, and travel brands.
- The transformation of traditional client service models into data-driven, digitally augmented customer journeys, improving both efficiency and brand perception.
Her expertise in behavioral analytics, CX strategy, and digital transformation ensures that P&C Global’s clients remain market leaders in experience-driven business growth.
Altagracia’s commitment to continuous learning and thought leadership is reflected in her elite academic background and globally recognized certifications. She earned her Bachelor of Business Administration in Marketing & Consumer Behavior from HEC Paris. In addition Altagracia holds a Master of Science in Organizational Behavior & Human Capital Strategy from the London Business School and a Master of Business Administration in Strategy & Innovation from MIT Sloan School of Management.
These highly esteemed credentials reinforce Altagracia’s expertise in CX innovation, experience-led business strategy, and digital transformation leadership—positioning her as a leading authority in customer engagement reinvention.
Altagracia’s passion for understanding human behavior and crafting transformative experiences extends beyond her professional life. She was raised in a family deeply rooted in the worlds of luxury, art, and commerce, and her appreciation for storytelling, culture, and strategic reinvention was shaped from an early age.
“Customer experience is more than a journey—it’s a story. Every brand interaction, every touchpoint, every engagement is an opportunity to create something memorable, something personal. The most successful businesses aren’t just selling products or services; they’re creating experiences that leave a lasting impact.”
Outside of work, Altagracia is an avid traveler, an art enthusiast, and a passionate mentor to rising female leaders in business strategy and innovation. Whether she’s studying behavioral economics, exploring emerging trends in consumer psychology, or designing strategies that shape the future of CX, she brings an unmatched level of passion, precision, and forward-thinking leadership to everything she does.
Her blend of analytical depth, creative intuition, and digital-first mindset makes her an indispensable leader at P&C Global, ensuring that organizations worldwide redefine customer experience as a core driver of strategic growth and innovation.
Altagracia’s passion for customer experience reinvention is not just the result of professional training—it is deeply embedded in her heritage and upbringing, shaped by a family that has long been at the crossroads of luxury, art, and commerce.
She was born into a family that bridged two distinct but complementary worlds—the world of high fashion and luxury retail, and the world of global logistics and supply chain mastery. Her mother, a renowned luxury brand strategist, worked with some of France’s most prestigious fashion houses, helping to craft their brand narratives, curate their in-store experiences, and define the emotional connection between haute couture and its clientele. She believed that luxury was not just about the product—it was about the story, the craftsmanship, and the way a brand could transport its customers into a world of aspiration and exclusivity.
Meanwhile, her father was a visionary entrepreneur in global logistics, specializing in the intricate supply chain mechanics that enabled high-end goods to seamlessly move across continents while maintaining their exclusivity. He worked closely with elite European brands, ensuring that every element of their distribution—from packaging to last-mile delivery—preserved the sense of prestige and allure that defined luxury retail.
From an early age, Altagracia was immersed in this dynamic world where art, commerce, and experience converged. She spent her childhood watching master artisans at work in luxury ateliers, observing how their painstaking attention to detail elevated ordinary materials into something extraordinary. She also accompanied her father to warehouses and distribution centers, learning how precision, efficiency, and logistical expertise played just as crucial a role in shaping the customer experience as the artistry of the product itself.
Her family’s legacy taught her a profound lesson—that the ultimate customer experience is not just about what people buy, but how they feel at every stage of the journey. Whether it was the anticipation of a custom-tailored garment arriving in perfect condition or the immersive ambiance of a flagship boutique on Avenue Montaigne, she learned that the most successful brands don’t just sell products—they create emotions, memories, and experiences that leave a lasting impact.
This unique upbringing shaped Altagracia’s career path and her philosophy on customer experience reinvention. She developed a deep understanding of how strategy, design, and logistics must align to create a seamless, elevated customer journey, whether in luxury retail, financial services, global logistics, or hospitality. Today, as a Senior Principal Consultant at P&C Global, she applies these principles to help businesses redefine customer experience as a strategic differentiator, crafting innovative, end-to-end solutions that blend technology, data, and human intuition.
Her ability to balance creativity with operational precision—a skill instilled in her from childhood—makes her an indispensable leader in strategy and digital transformation. With a career dedicated to reinventing customer engagement across industries, Altagracia continues to uphold her family’s legacy, ensuring that businesses around the world don’t just deliver products or services, but truly unforgettable experiences.
