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Salesforce And L’Oréal: Gold standard in Customer Experience?

L’Oréal, the world’s top beauty company, is embracing a “Beauty Tech” transformation. It uses technology to deliver personalised beauty experiences while safeguarding data privacy through Salesforce Customer 360, reinforcing its commitment to innovation and individualised solutions.

Salesforce empowers L’Oréal to achieve enhanced personalization, relevance, and customer satisfaction in the midst of an evolving and intricate consumer journey:

L’oreal and Salesforce Customer 360

Marketing Cloud

L’Oréal employs AI-driven Marketing Cloud for personalized beauty journeys, using data for tailored recommendations and re-engagement through features like automated cart emails, enhancing consumer satisfaction.

Commerce Cloud

L’Oréal enhances consumer engagement through Commerce Cloud, offering personalized shopping experiences powered by AI-driven recommendations, resulting in double-digit increases in average order value (AOV) on its B2C websites. 

AI-powered Einstein Product Recommendations boosted sales for a L’Oréal brand by 15-20%.

Service Cloud

L’Oréal streamlines consumer service with Service Cloud, consolidating data from various channels into a single view for agents, enabling proactive issue resolution. Einstein chatbots and email classification enhance the employee experience, resulting in a 70% increase in agent satisfaction and improved consumer care.

Appexchange partner app SightCall 

L’Oréal, embracing innovation, introduced AI-powered Virtual Try On, enabling users to test cosmetics virtually, resulting in over one billion try-ons. Virtual beauty consultations through Appexchange partner app SightCall led to a 336% surge in L’Oréal Paris hair dye try-ons.

Consumer Good Cloud

 L’Oréal Professional Water Saver 

L’Oréal is dedicated to environmental sustainability, partnering with Swiss start-up Gjosa to develop the L’Oréal Professional Water Saver in 2021. 

This innovation, recognized in TIME’s 100 Best Inventions of 2021, reduces water consumption by 60% through specialized showerhead technology. 

It helps save water by using smaller droplets, making hair rinsing more efficient. This can potentially save billions of litres of water each year, especially if it is implemented in many salons. It’s a small step towards fighting climate change and water scarcity.

“L’Oréal Water Saver is the result of an exemplary exclusive partnership, which joins a century-long legacy of innovation in haircare with cutting edge technology. It represents a new type of sustainable experience for consumers, and one we look forward to seeing activated around the world.”

Amin Abdulla, Co-founder of Gjosa

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