Case Study: L’Occitane achieves 4× email conversion and double‑digit e‑commerce revenue growth with Adobe Marketing Cloud

L’Occitane - Customer Case Study

L’Occitane, the global luxury cosmetics and well-being brand, faced fragmented customer data and siloed marketing—email, direct mail, in‑store and service interactions were disconnected, limiting personalization, automation, and campaign scale. To gain a consistent 360° view of customers and orchestrate cross‑channel campaigns, L’Occitane selected Adobe and deployed Adobe Campaign as part of the Adobe Marketing Cloud with support from Adobe Consulting.

Adobe implemented a cloud‑based Adobe Campaign solution (integrated with partners such as Experian and Pitney Bowes) to consolidate customer profiles, deduplicate and enrich data, manage offers, and enable real‑time, cross‑channel orchestration and automated campaigns. The results include four times higher conversion rates for personalized email, up to 40% increases in email revenue in some countries, up to 18.5% higher multi‑buyer frequency in Germany, direct‑mail revenue gains of up to 4%, double‑digit e‑commerce growth, 20+ automated campaigns launched, and 20–100% growth in omnichannel engagement—demonstrating Adobe’s measurable impact.

L'Occitane

Mathieu Staat

Director for Digital in Europe and CRM Worldwide