Yang Lu, Chief Information Officer at Tapestry, shares her transformation and innovation journey within the retail sector. As the driving force behind Tapestry’s digital evolution, Lu has redefined what it means to blend technology with customer-centric strategies.
This exclusive feature will highlight her outstanding contributions to the success of iconic brands such as Coach, Kate Spade and Stuart Weitzman. It promises to provide readers with an inside look at her leadership philosophy, strategic vision and the initiatives that have positioned Tapestry as a leader in the retail industry.
Determination, Innovation and a Passion for Technology
When I immigrated to the U.S. at the age of 12, I didn’t speak a word of English. It was a challenging transition, but I quickly realized that technology could be a great equalizer. I discovered a passion for programming and problemsolving, which eventually led me to pursue a tech career.
Today, I lead Tapestry’s global technology operations, overseeing digital transformation initiatives that enhance customer experiences and empower employees through data-driven tools. I’m proud our team has ushered in a new era of productivity and engagement across Tapestry’s iconic brands.
Adapting to Retail Challenges with Technology and Sustainability
The retail landscape is evolving rapidly, with challenges including the rise of direct-to-consumer brands and changing customer expectations. At Tapestry, we tackle these challenges by investing in an unified customer engagement platform and end-to-end technology transformation. This platform integrates ERP, OMS, eCommerce, retail and analytics, offering critical insights through our Customer 360, Product 360 and Inventory 360. These innovations enable smarter decisionmaking and drive better outcomes for our brands.
To meet this demand, we’ve launched initiatives like Coach’s ‘Re-loved’ program and Coachtopia, a circular sub-brand made entirely from recycled materials
Sustainability is another key focus. Today’s consumers, especially Gen Z, value purpose-driven brands. To meet this demand, we’ve launched initiatives like Coach’s ‘Re-loved’ program and Coachtopia, a circular sub-brand with products made entirely from recycled materials. These efforts reflect our commitment to designing a better-made future and building a resilient business.
Embracing Change through Agile Transformation
Adaptability is essential in a fast-paced retail environment. Transitioning Tapestry's development approach to Agile methodology was one of the most challenging yet rewarding decisions I’ve made.
This shift required my team and me to embrace imperfection, prioritize iterative improvements and adopt a test-and-learn culture. We’ve cultivated an environment where innovation thrives and challenges become growth opportunities, by focusing on resilience and adaptability.
AI-Driven Innovation and Personalization
Artificial intelligence plays a crucial role in our technology strategy for Tapestry. By analyzing vast amounts of data from a variety of sources, we’ve been able to personalize shopping experiences and create meaningful interactions.
For example, AI-generated keywords such as ‘sleek’ or ‘workbag’ make product descriptions more relatable, improving site search functionality, boosting conversions and increasing revenue. These innovations are driving measurable results while making our customers’ experiences more engaging and intuitive.
Exploring Experiential Retail
One of my favorite projects is how we transformed traditional retail spaces into experiential hubs. Initiatives like Coach Coffee Shops allow us to connect with customers on a deeper level by creating memorable, sensory experiences. These cozy spaces, where shoppers can enjoy espresso and treats, help forge emotional connections with our brand and foster lasting loyalty.
Preparing for Future Trends
The retail industry is constantly evolving, shaped by technological advancements, AI and shifting consumer behaviours. I see trends like ‘phygital’ experiences—a blend of physical and digital shopping—alongside influencerdriven purchases and innovations in payment systems like digital wallets. To stay ahead, we’re investing in cuttingedge technology, integrating seamless online and in-store experiences and leveraging AI to better understand and serve our customers.
My Advice for Aspiring Retail Leaders
To those aspiring to lead in the retail industry, I recommend adopting a servant leadership style. Empower your teams by fostering psychological safety and collaboration—when people feel supported, innovation flourishes. Additionally, commit to lifelong learning.
Stay informed about industry trends and emerging technologies so you can make bold, informed decisions that propel your organization forward.
