Formulating the Customer Experience

Formulating the Customer Experience

24 Oct 2018, 12:30 - 12:50

Grange Tower Bridge Hotel

This high-level talk addresses the digital disruption of the beauty and skincare industry - and how to embrace the opportunities that come with change.

Customers know more than ever, expect more, exchange more with each other and want to experience more. In return, they are happy to provide their data. This disruption does not make our life more difficult; on the contrary it offers fantastic new ways to engage with customers, create value for them, and drive sustainable business growth.

By striking the balance between data collection and respect for privacy, and by organizing ourselves to create meaningful propositions based on collected data and individualised insights, skincare brands and companies can offer their customers more relevant products and services that could become fully personalised: not only the formulation but the entire customer experience across all products, services, messages and interactions.

Come and listen to this inspiring talk by marketing strategist Rogier van der Heide that has the following objectives:

  • to provide and introduction to the possiblities of today's digital cosmetics business
  • to provide the understanding that formulations and products are only a small part of the entire customer experience and that customers expect us to formulate not only cream but their entire journey with our brands
  • to introduce the concept of data-driven formulations: personalised products and skincare solutions that form a seamless part of a much larger customer journey with the brand
  • to discover examples of a full digital approach with great customer intimacy
  • to offer a view into our future, to give you a sense of direction as well as some examples in other industries


  • Rogier van der Heide


    Chief Strategist

    Curiosity Group

    Rogier is a recognized C-suite executive and specializes in enabling sustainable business growth by design, innovation and creativity. He has a 20...

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