Studying the impact of innovation on business and society

Repeat Customer Podcast: How Sephora created a futuristic, omnichannel customer experience

Brian Solis was recently featured on Zendesk’s “Repeat Customer” podcast, giving the hosts a behind-the-scenes look at cosmetics success story Sephora.


Cosmetics and beauty products might seem like a tactile pleasure best sampled and enjoyed with one’s own hands, but Sephora has completely transformed the way we buy not just makeup, but also retail in general, with a digital-first, omnichannel customer experience. Altimeter’s principal analyst Brian Solis and TechRepublic’s Alison DeNisco Rayome take us behind-the-scenes of Sephora’s Innovation Lab.

Listen to entire podcast (7/29/18 episode; Solis interview begins at 13:13)

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