Success Story

Top 20 beauty brand, L’Occitane, switches to Insider One from Adobe, increasing AOV by 27% and purchase frequency by 32% in the first three months

Migration
Architect
Email
SMS

18%

increase

in CLTV

27%

increase

in AOV

32%

increase in
purchase frequency

Industry

Retail – Beauty & Cosmetics

Themes

Customer Experience
Omnichannel Marketing
Personalization

Channels

Email
SMS
Web personalization
Smart Recommender

Tools

Architect
Email
SMS
Migration

Switching from Adobe to Insider One transformed how we engage customers. We achieved a 27% AOV lift, stronger CLTV, and launched campaigns faster with less IT support. Insider One’s migration and ongoing support has exceeded expectations, helping us unify journeys and drive measurable ROI.”

Vice President of Merchandising

Executive summary

To improve personalization and efficiency, L’Occitane replaced Adobe with Insider One. The switch enabled faster campaign execution, reduced IT dependency, and unified customer journeys across channels. Within weeks, L’Occitane achieved a 27% AOV increase, higher CLTV, and improved purchase frequency. Insider One quickly proved its value as a scalable growth platform for global beauty retail.

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About L’Occitane

L’Occitane is a global beauty brand renowned for premium skincare, fragrances, and personal care products. With a strong omnichannel presence, the brand focuses on delivering high-quality, personalized experiences that deepen customer loyalty worldwide.

Why Insider One?

L’Occitane chose Insider One after struggling with Adobe’s limited personalization options and high operational costs. Insider One’s automated migrators, contract buyout, and enterprise scalability removed the risk and cost barriers holding them back. Insider One covered the remaining Adobe contract, eliminating financial friction from the decision. Insider One’s white-glove onboarding approach gave L’Occitane the confidence to unify engagement on one platform and unlock faster time to value.

SUCCESS STORY #1

Insider One’s customer success team reduces TCO with Adobe migration

The challenge

As L’Occitane scaled its digital marketing efforts, rising platform costs and heavy IT dependency made Adobe increasingly difficult to sustain. Campaign launches required multiple teams, long lead times, and significant engineering effort. While Adobe initially appeared cost-effective, incremental usage fees, extended implementation cycles, and ongoing technical support costs led to unpredictable and growing total cost of ownership (TCO).
L’Occitane needed an enterprise-grade engagement platform that could migrate quickly, simplify operations, and deliver measurable business value without disrupting live campaigns or increasing operational risk.

The solution

Insider One partnered closely with L’Occitane to execute a phased, low-risk migration from Adobe using automated migration tools and a clear implementation roadmap. Contract buyout support removed financial risk, while intuitive workflows eliminated IT dependency on tasks like data preparation and segmentation. Insider One’s retail-ready data model ensured continuity and faster activation across teams. White-glove migration, onboarding, and support were included at no additional cost.

The results

40%

reduction in TCO

60%

faster campaign execution

~45%

reduction in IT dependency

SUCCESS STORY #2

Driving AOV growth with Insider One’s Smart Recommender

The challenge

Adobe lacked advanced personalization and channel breadth, limiting product discovery and cross-channel consistency. Fragmented tools created disjointed journeys, reducing relevance and impacting AOV and purchase frequency across both web and email touchpoints.

The solution

L’Occitane deployed Insider One’s Smart Recommender across web and email to deliver AI-powered, behavior-driven product recommendations at every stage of the customer journey. By unifying behavioral and transactional data across channels, Insider One enabled consistent, real-time personalization, including discovery, cart value, and engagement. Transparent pricing allowed L’Occitane to scale recommendations without fear of message overages.

The results

27%

increase in AOV

18%

increase in CLTV

32%

increase in purchase frequency

Summary

By switching from Adobe to Insider One, L’Occitane unified customer engagement, reduced costs, and accelerated ROI. Automated migration, expert support, and AI-driven personalization enabled measurable gains in AOV and CLTV. Insider One empowers beauty brands to scale personalization and cross-channel growth with speed and confidence. The switch was protected by Insider One’s $0 Migration Guarantee, ensuring zero risk during the first three months.

Looking ahead

L’Occitane plans to adopt Insider One’s Shopping Agent to drive shoppers to discover products they are looking for faster by understanding intent and improving AOV with timely recommendations through richer conversational engagement.

Favorite feature

Smart Recommender

L’Occitane’s favorite feature is Smart Recommender, which delivers highly relevant product recommendations using real-time behavior to increase AOV while requiring minimal reliance on IT and data teams.

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