L’Oréal on how tech enhances the customer bond


Technology emphasizes the bond of customer experience, says Stephane Lannuzel, operations chief digital officer at L’Oréal, on the latest episode of the Innovators podcast by TheCurrent Global.

“Every CEO should be consumer-oriented, and technology can reinforce that link,” he explains.

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For years L’Oréal has been on an innovation path that has seen the group heavily invest in technologies that help personalize the consumer experience across the spectrum – from fully customized products to monitoring tools. At the heart of this is the importance of the shopping experience, Lannuzel notes.

He references Lancôme’s custom foundation, Le Teint Particulier, which makes use of a machine expertly mixing a formula to perfectly suit the individual consumer’s skin tone. He explains that at the end of the purchase journey, what consumers remember is not the technology itself, but the fact that they were made to feel special. This, he concludes, is the ultimate luxury experience, only enhanced by the use of tech.

Liz Bacelar and Stephane Lannuzel

There are plenty of challenges to working within such a large organization such as L’Oréal, but part of Lannuzel’s role is to make it move faster. Slowly but surely, the company is thinking digital-first; so much so that the group’s CEO, Jean Paul Agon, has said that digital is no longer the cherry on the cake for the company, but rather the whole cake itself.

The group approaches digital innovation through the lens of key trends as opposed to the technology itself, Lannuzel further explains. This includes looking at how to reduce a product’s time to market; the role of connected products and experiences; more agile operations; and the need for personalization.

During this conversation with TheCurrent Global’s Liz Bacelar, Lannuzel also talks about the huge role data and AI is playing in all of this – from manufacturing to consumer-facing interactions – and why there is a sweet spot when jumping on a new technology.

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Catch up with all of our episodes of the Innovators podcast by the Current Global, here. The series is a weekly conversation with visionaries, executives and entrepreneurs. It’s backed by the Current Global, a consultancy transforming how consumer retail brands intersect with technology. We deliver innovative integrations and experiences, powered by a network of top technologies and startups. Get in touch to learn more.