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L’Oreal creates foundation for unified digital engagement

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A global beauty brand is leveraging artificial intelligence (AI) to ensure an appealing online customer experience.

L’Oreal is utilizing a variety of cloud-based enterprise and CRM solutions from Salesforce to make it easier for customers around the world to discover, share and buy beauty products online. L’Oréal brands including Kiehl’s, Lancôme, and Yves Saint Laurent Beauté employ Salesforce modules including Commerce Cloud, Community Cloud, Einstein Analytics, Marketing Cloud, Sales Cloud, Service Cloud, and Success Cloud.

In total, L’Oreal has rolled out Salesforce technology in more than 150 e-commerce sites in 63 global markets, and customer service centers in more than 10 countries. As a result of this ongoing digital transformation, L’Oréal reports that it increased e-commerce revenue by 48.5% in the first half of 2019, which represents more than 13% of the company’s total sales.

Supported by Salesforce technology, L’Oréal is able to link individual engagements with a customer into a unique, cohesive, end-to-end shopping journey. Rich data augmented by AI enables L’Oréal to engage consumers with predictive and relevant product messaging, recommendations and offers across channels including e-commerce, marketing, and social media. 

Furthermore, intelligent customer service tools such as AI-powered bots allow L’Oréal to quickly and accurately assist customers on the channels of their choice, including phone, mobile messaging, live chat and more.
“L’Oréal has been focused on digital transformation for the better part of a decade, and our effort is entirely focused on creating added value for our consumers,” said Michael Kingston, CIO, L’Oréal Americas. “Year after year, we have continued to grow our partnership with Salesforce because the platform allows us to move fast, innovate constantly and reach consumers across different points of engagement. Whether it’s in-store or online, it’s all about using technology to create a consistent shopping journey and deliver personalized beauty experiences at scale.”

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