About us

With more than 40 years of combined international experience, Anne-Charlotte and Emilie bring the rare ability to transform Customer Experience into a measurable engine of growth. They combine strategy, systems thinking, with behavioural expertise and AI automation to create a unified methodology: The Presence Engine™️.

Anne-Charlotte Desruelle

Anne-Charlotte brings 20 years of experience building systems, teams, and brands that scale. As co-founder and CEO of Soft Paris, she grew a niche concept into a multimillion-euro organisation, leading a sales force of 11,000 women across Europe and delivering consistent, high-performance customer experience.

Her expertise lies in transforming vision into repeatable processes—engineering sales models, training frameworks, and operational systems that create consistency, eliminate chaos, and accelerate growth. As a qualified lawyer in two jurisdictions, an INSEAD MBA and international leadership background, she advises CEOs and startups on strategy, AI-enabled efficiency, and organisational clarity.

Her approach blends rigorous systems thinking with insight into human behaviour, with one goal: turning Customer Experience into a scalable engine of growth.

Emilie Cousteau

Luxury CX strategist, INSEAD researcher & AI-driven transformation expert. Émilie brings a rare hybrid expertise at the intersection of luxury customer experience, behavioural precision, and AI-enabled operational excellence.

A graduate of INSEAD, she spent years researching how brands create emotional impact, narrative power, and customer loyalty—work that led to academic collaborations, business cases, and a deep understanding of what makes experiences unforgettable at scale.

Before co-founding Presence Agency, Émilie designed and delivered CX transformation programs for global luxury houses across Europe and the Middle East. Her work with retail teams, brand directors and C-level leaders consistently demonstrated one thing: Customer Experience is a profit centre—when engineered with method and rigour.

Her specialty lies in turning intuition and high-end service codes into systems, behaviours, and AI micro-tools that teams actually use. She builds the frameworks, SOPs, and service rituals that remove chaos, elevate teams, and increase EBITDA.