Transforming CX with AI: Because Your Customers are Worth it

Remember the last time you tried to contact a company's customer service? Perhaps you started with an email, switched to social media when that didn't work, and finally resorted to a messaging app in frustration. This modern consumer journey, jumping between channels in search of answers, has become all too familiar.

But what if customer service wasn't just about solving problems, but about creating experiences that rival the satisfaction of walking into your favorite beauty store?

This is exactly what L'Oréal set out to achieve. In an era where consumer care is often relegated to the background as a mere cost center, the beauty giant is rewriting the rulebook.

As Laura Burns, the global digital experience director at L’Oreal, puts it: “By placing customer care at the heart of its consumer-centric strategy, L'Oréal is transforming how they connect with their customers across multiple channels.”

With consumers now using an average of seven different channels to interact with brands, L'Oréal has recognized that the complexity of modern customer service requires more than just traditional support systems.

The challenge is substantial: how to improve its CX offerings with AI? Here’s what L’Oreal did.

Conclusion

Just as L'Oréal's scientists blend precise ingredients to create the perfect formula for your hair or skin, its customer experience strategy combines technology, human expertise, and AI-driven insights in exactly the right proportions.

Through Sprinklr's platform, it has discovered that the secret ingredient in modern customer care isn't just responding to queries — it's anticipating needs, personalizing interactions, and turning every touchpoint into an opportunity for connection. The results speak for themselves: a 96% reply rate, 60% faster handling times, and the transformation of WhatsApp from a simple messaging tool into a virtual beauty counter.

Perhaps the most beautiful transformation of all is how L'Oréal has redefined what customer care means in the digital age. It's no longer just about solving problems — it's about creating moments that make customers feel "worth it," one interaction at a time.

After all, in the world of beauty, the perfect formula changes everything. And in the world of customer experience, L'Oréal and Sprinklr have found theirs.

For more insights, watch the full video here: