The beauty industry is evolving rapidly, driven by shifting market dynamics and the growing demand for personalized, digital-first experiences.
In response to these changes, Wella partnered with Infosys to transform its business model and empower salons and independent stylists. By moving away from a traditional sales approach, Wella embraced an advanced digital-first strategy, enhancing its B2B e-commerce platforms to deliver seamless services and tailored customer experiences across diverse target audiences. This transformation positions Wella at the forefront of innovation in the beauty industry, ensuring it meets the needs of today’s professionals while preparing for the future.
Key Challenges
- Adapting to the decline in traditional salon profitability as professionals shift to freelance models.
- Building a cohesive digital ecosystem to address fragmented operational processes and improve customer outreach.
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The Solution
Empowering Wella with Advanced Digital Solutions to Address Market Shifts
Wella partnered with Infosys to adapt and thrive in an evolving market and,
- Implemented a three-phase transformation: Initiate, Enhance, and Accelerate.
- Transitioned to a cutting-edge headless architecture for e-commerce platforms.
- Integrated advanced AI features to deliver tailored product recommendations.
- Formed strategic alliances for seamless payment processing.
- Empowered stylists and salons with:
- Omnichannel education.
- Robust operational tools.
- Personalized promotions.
- Created a cohesive, customer-centric digital ecosystem driving growth and innovation.
Driving Digital Transformation with Infosys
- Seamless integration with external eRetailers and omnichannel support.
- AI-driven product recommendations enhancing customer satisfaction and cross-sell opportunities.
- Strategic operational changes, including mobile app launches and education platforms.
Benefits
Enhanced customer experience via AI-powered personalized recommendations and streamlined processes.
A stronger digital platform supporting omnichannel operations, allowing Wella to cater to independent stylists and salon owners effectively.
