L’Oréal, which recently announced a 48.5% increase in global ecommerce revenue for the first half of 2019, uses Salesforce to gain a 360-degree view of customers across commerce, marketing, sales and service
L’Oréal, the world’s leading beauty company, is using Salesforce to expertly blend beauty and technology, making it easier for consumers around the world to discover, share and buy beauty products online. Michael Kingston, CIO of L’Oréal Americas, will be on stage today during the Dreamforce Commerce Keynote.
“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.”
Today, Salesforce powers L’Oréal brands including Kiehl’s, Lancôme and Yves Saint Laurent Beauté, spanning more than 150 ecommerce sites in 63 global markets and customer service centers in more than 10 countries. As a result of its ongoing digital transformation, L’Oréal increased its ecommerce revenue by 48.5% in the first half of 2019, which represents more than 13% of the Group’s total sales.
With Salesforce, L’Oréal is able to stitch together individual moments into one cohesive, end-to-end shopping journey that is unique to each and every customer. Rich data augmented by artificial intelligence (AI) enables L’Oréal to engage consumers with predictive and relevant product messaging, recommendations and offers across ecommerce, marketing, social media and more. 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—all powered by Salesforce.
“Digital transformation starts and ends with the customer, and they want smarter, faster, always-on experiences,” said Alex Dayon, president and chief strategy officer, Salesforce. “With Salesforce, L’Oréal is able to deliver a frictionless shopping journey way before and long after the transaction, driving increased engagement, loyalty and growth.”
L’Oréal’s partnership with Salesforce includes Commerce Cloud, Community Cloud, Einstein Analytics, Marketing Cloud, Sales Cloud, Service Cloud and Success Cloud.
Experience L’Oréal at Dreamforce 2019
Michael Kingston, the CIO of L’Oréal Americas, will speak in the Commerce Keynote on Wednesday, November 20 at 1 p.m. PT. To tune into the keynote live stream, please visit: https://www.salesforce.com/live. In addition, Keihl’s will be featured in an interactive, immersive brand experience at the Retail Lodge at Dreamforce, located in the Palace Hotel, Level One. The experience will include a “Refresh & Revive” station where Dreamforce attendees can freshen up with lotions, sprays, balms and more, while also learning about how Kiehl’s is using technology to be a market leader and deliver innovative customer experiences.
Dreamforce is the world’s largest software conference with more than 171,000 registered attendees and 13 million online viewers. Bringing together thought leaders, industry pioneers, and Trailblazers, Dreamforce is the ultimate expression of Salesforce’s values of trust, customer success, innovation and equality. With more than 2,700+ sessions, Trailblazers in every role and industry will learn how to achieve a 360-degree view of their customers and get hands-on with Salesforce’s latest product innovations including AI, voice, integration and online learning. To learn more, please visit: www.salesforce.com/dreamforce.