ON-DEMAND PANEL SESSION

In the world of health and beauty, change is constant. Whilst 2020 will be remembered as one of the most turbulent and disruptive years the industry has endured, its growth shows no signs of abating and brands must evolve quickly.

Pre-pandemic, the profile of this sector was changing; becoming more inclusive, expansive and representative of individuals. Post-pandemic, health and beauty proves its resilience and not only adapts to the changing retail landscape, but continues to thrive with strong and consistent growth.

British Beauty Council CEO, Millie Kendall MBE, LiveArea’s Elliott Jacobs and Samantha Gray and PFS’ Ben Scherpenbergs uncovered the current disruptions within the industry and gave exclusive insight into the opportunities brands have to elevate the customer experience at every touch point to thrive in today’s ever-evolving climate.

How can brands be seen as a differentiator in such a crowded market? 

Understand challenges faced by health and beauty brands in delivering a differentiated brand and customer experience

How to build trust and understand the expectations of the new consumer both online and in-store

How the crisis could fundamentally change the industry in the long term

As founder and CEO of the British Beauty Council, Millie leads the non-profit organisation in supporting a successful, innovative, and inclusive British beauty industry. With over 30 years’ experience in retail, brand, PR and marketing, Millie has championed some of beauty’s most exciting brands and, in 2007, was awarded an MBE for her services to the industry. Millie has been instrumental in the success of brands including Shu Uemura, Aveda, Tweezerman, L’Occitane, Ruby & Millie and BeautyMART, as well as launching PR agency BRANDstand Communications.

Elliott is an experienced global eCommerce and multi-channel retail professional, with expertise in supporting B2C and B2B companies achieve measurable success by identifying and capitalising on emerging digital opportunities across a variety of sectors. Based in London, Elliott heads the LiveArea EMEA agency offering, encompassing digital marketing, trading and strategic services.

Samantha has over 20 years’ experience in digital product management, digital and business transformation, consulting and client services across a variety of B2B and B2C verticals including retail, health and beauty, fashion and apparel, financial services, healthcare and IT. Responsible for the implementation of eCommerce and customer experience solutions for LiveArea’s EMEA business, Samantha works closely with stakeholders at leading brands to help them connect with customers through creative and innovative commerce experiences.

Ben's expertise lies in post-click eCommerce operations. Through his role at PFS, Ben helps leading international brands develop highly-branded eCommerce programs that inspire lasting loyalty. Ben and his team manage the day-to-day activities involved with order-to-cash processes, fulfilment and customer service operations for clients across a range of B2B and B2C industry verticals, including multiple beauty and cosmetics brands.

LiveArea is a full-service, award-winning global customer experience and commerce agency. We bring together a broad portfolio of services for end-to-end solutions – from data-driven marketing and omni-channel experience design through technology selection and platform implementation, fulfillment, customer care, and orchestrated services, the next evolution of managed services. Clients cover a variety of verticals, including health and beauty; fashion and apparel; luxury; consumer packaged goods, retail; automotive; and business to business.

PFS is a proven Global Commerce Operations Partner with scalable solutions spanning branded fulfilment, high-touch customer care, payment processing, and omnichannel technologies. PFS supports B2B and DTC clients with technology, personalisation and fulfilment expertise. Our innovative solutions deliver intelligent commerce operations and shape brand experiences for the digital age. 

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