Personalizing the Consumer Relationship with GenAI

Born from a dream to bring service to a self-service world, L’Oréal teamed up with BCG to create Beauty Genius—an AI-powered virtual beauty assistant, available 24/7, that offers customized advice and recommendations. Part of a longer conversation with the Custom Content Studio from The Wall Street Journal, L’Oréal's Othman Bennis shares the company's initial vision, the journey from idea to reality, and the biggest lessons learned along the way.