Case Study: Sephora achieves higher campaign response rates and faster analysis with Adobe Experience Cloud

Leading retail beauty chain drives customer loyalty with timely, targeted campaigns both in-store and online

Sephora, the global beauty retailer, needed a way to unify customer data across in-store, web, and call center channels so it could run more targeted campaigns and better understand loyalty and buying behavior. Working with Adobe Experience Cloud, specifically Adobe Campaign within Adobe Marketing Cloud, Sephora sought a scalable solution to centralize campaign management while still supporting local execution across multiple countries.

Adobe Experience Cloud implemented Adobe Campaign alongside IBM SPSS Modeler to consolidate data, enable cross-channel segmentation, and track responses and ROI more accurately. The results included a 70% productivity gain in direct mail campaign creation and execution, doubled response rates without increasing spend, and campaign analysis time cut from five days to one, along with measurable ROI by brand, geography, and channel.

Sephora

Rachel Marouani

Director of Customer Marketing and e-Commerce