The Challenge

YSL Beaute's key challenges are around increasing sales in the US and Europe, continuing to build momentum inChina, and boosting market share over the next 3 years.

The Approach

Core to this is aligning their global markets. Our strategic and creative responsibilities firstly included setting a vision for the entire omnichannel experience (across key markets).Including, a comprehensive Customer Experience (CX) map that illustrated the desired interactions and touchpoints across the entire customer lifecycle. Our goal was to envision an optimal omnichannel journey that seamlessly integrates online and offline experiences, ensuring a cohesive and engaging brand experience between the digital and physical world's. By leveraging insights from our research, we identified key moments of opportunities for enhancing customer satisfaction and loyalty that fed into additional streams of work serving as a blueprint, guiding the creation of immersive and personalised experiences that resonate with YSL Beauty's diverse customer base.