Sephora Is Using Personalization Tools To Enhance Customer Experience

Beauty retailer Sephora is focusing on personalization, using a range of tools across its channels, to meet growing consumer expectations for shopping experiences. These include the Virtual Artist try-on tool, applicable across various categories; the Beauty Insider Community, for followers of beauty trends to connect with others in real time; its mobile app and Store Companion tool, providing product recommendations and other useful information; guides for skincare and makeovers, including videos; and its new Skincare Advisor on Google Home, Sephora’s first voice tool, with which users can book in-store appointments, listen to beauty news and more.

"5 ways Sephora creates a seamless customer experience", National Retail Federation, July 23, 2018

Samantha Bort Talks About L’Oréal USA’s Focus On New Technology

In an interview with The Drum, Samantha Bort, manager of digital innovation and entrepreneurship for L'Oréal USA, discusses the importance of new technology at the company. She said new technology needs to answer some key questions: why it exists and how it will improve the consumer’s experience, and also do the developers have a long-term plan for it that will benefit L’Oréal. In Bort’s opinion, AI is an exciting opportunity, enabling the company to provide a personalized experience at scale, highlighting the 2017 launch in the USA of the company’s first chatbot, for Kiehl’s on Facebook Messenger. She is currently most excited about “conversational commerce”, with chat and voice bringing new opportunities, and blockchain.

"Q&A: L'Oréal USA innovation boss on new tech and conversational commerce", The Drum, August 02, 2018

New Study Highlights Growing Use Of Beauty Advisors

According to a new study by Automat, US beauty shoppers are embracing the use of advisors to provide tips and product recommendations. Beauty advice is now being channeled through new tools, including chat, as well as texting and live video. The survey found that 49% of respondents would definitely or likely use a virtual advisor when shopping online or offline, to help them navigate the growing number of options - 70% say they are overwhelmed by product choice. However, around two-thirds would prefer to browse in-store without an advisor, making it easier for advisors to reach consumers online. 78% prefer to look online before they buy in any channel. The study concluded that brands need to consider chatbots and artificial intelligence. 

"Beauty shoppers want virtual advisors", Business Insider, August 03, 2018

AI Advances Will Create New Opportunities Throughout The Beauty Supply Chain

The global cosmeceuticals is sector expected to attract over US$60 billion in sales by 2020, and artificial intelligence could provide an opportunity for more brands to offer customized beauty solutions. AI is already being adopted by some brands, with AI personal stylists, chatbots and product recommendations. The haircare category is one that is embracing the opportunities afforded by AI and machine learning developments to, for example, create a formulation personalized for the consumer’s hair type, and packaged with a personal touch, which will define new frontiers for the packaging industry too. In fact, AI will be increasingly integrated throughout the supply chain, and create the platform for even deeper communication with the consumer. 

"How Artificial Intelligence is Adding Glitter to the Beauty Industry", Analytics Insight, August 07, 2018

L’Oréal And Facebook Team Up For AR Makeup Experience Using Modiface

L’Oréal, using its recently-acquired ModiFace solution, is collaborating with Facebook on creating an augmented reality makeup try-on experience through the social media platform’s camera products. Facebook says this brings AR into the mainstream. L’Oréal’s Chief Digital Officer, Lubomira Rochet, said that the two companies share a belief that AR is becoming an increasingly crucial way for consumers to discover brands and products.

"L'Oreal's ModiFace launches long-term Augmented Reality collaboration with Facebook", L’Oreal, August 09, 2018

Virtual Beauty Try-Ons Could Be Available In-Flight

Augmented reality tools are becoming mainstream in travel retail stores in airports around the world. Sunglass Hut had a “magic mirror” in its store in Queen’s Terminal, London Heathrow, some four years ago. The trend is being extended to the airports’ beauty stores. Last year, the Lancôme holiday pop-up In Singapore Changi’s Terminal 3 allowed users access to the AR makeover app, Virtual Mirror, and in the new Terminal 2 building at Incheon International Airport in South Korea, Lancôme and Chanel stores are using interactive and virtual tools. AR technology in the duty-free shops is getting more sophisticated, and it could be extended to the air too, with travelers “trying on” and buying products in-flight. Qantas and Air France are among airlines testing AR entertainment systems.

"Beauty Boost: Duty-Free Shopping Now Includes Virtual Makeovers", Apex.aero, August 14, 2018

Shiseido Emphasizes Tech In Its Growth Strategy

Like some of its rivals, beauty brand Shiseido is looking for acquisitions to bolster its push into technology. It has acquired three US startups in the last 24 months. One is focused on artificial skin, one on personalized beauty; and the other on artificial intelligence. Shiseido has launched Optune, a device customers can lease monthly. It works via a smartphone app to scan and analyze skin condition and mood, taking weather conditions into account, to recommend a personalized combination of products. CEO Masahiko Uotani has pushed the company’s M&A strategy away from expanding scale to focusing instead on technology that can be used across its businesses. 

"Japan’s Shiseido touches up its M&A strategy", The Financial Times, August 19, 2018