As an industry leader in cosmetics, L’Oréal has long recognized the importance of digital channels when it comes to reaching out to and engaging consumers. In 2016, online sales represented 1.7 Billion€ (6.5% of the group consolidated sales), and there were one billion visits through its owned websites alone. Competing with other brands online demands that L’Oréal offers the best possible digital customer experience. This means combining rich content with online platforms that are highly responsive and fast. Monitoring and analyzing performance is critical to the brand, which is why L’Oréal chose to invest in a digital customer experience monitoring solution to constantly assess strengths and weaknesses, and take immediate action to remedy any issues that arise in any location around the globe.


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