Case Study: L'Oréal Paris achieves 20% higher online customer satisfaction and 75% more opt-ins with Verint Systems' Predictive Experience

L’Oréal Paris Delivers a Beautiful Web Experience for Consumers

L'Oréal Paris, the world's leading total beauty brand, relied on its website as the primary channel for consumer education and personalization but found the site wasn't connecting deeply with visitors: consultation tools were hard to find and navigation, browsing and search weren’t meeting customer needs. The company needed to improve engagement and better capture consumer data to support personalized marketing.

Using Verint Predictive Experience to measure visitor satisfaction and prioritize fixes, L'Oréal redesigned navigation, product browsing and search and simplified sign-up flows. The changes delivered a 20% increase in overall satisfaction (navigation +10%, search +8%), a 20% rise in time on site, a nearly 75% jump in opt-in registrations, doubled repeat visits, a tenfold increase in use of onsite consultations, and clearer links between site engagement and in‑store purchases.

L’Oreal Paris

Annamarie Bermundo

Assistant Vice President of Digital and CRM Platforms