Personalizing the Consumer Relationship with GenAI
Born from a dream to bring service to a self-service world, L’Oréal teamed up with BCG to create Beauty Genius—an AI-powered virtual beauty assistant, available 24/7, that offers customized advice and recommendations. Part of a longer conversation with the Wall Street Journal, L’Oréal's Othman Bennis shares the company's initial vision, the journey from idea to reality, and the biggest lessons learned along the way.