Global Cosmetics Brand Scales Digital Commerce and Personalization with FirstHive CDP
Customer since
2024
Region
AMER
Industry
Technology
Key use cases
Customer profile unification
14%
Conversion Rate on the newly launched digital commerce store
2.5x
Increase in Daily Web Traffic via personalized, multichannel campaigns
Boost
In Repeat Purchases, driven by churn prediction and targeted re-engagement
A leading global consumer goods enterprise, best known for its high-end skincare and cosmetics portfolio, sought to extend its luxury retail experience into the digital realm. The brand aimed to build an immersive online storefront that mirrored its offline prestige, while unlocking direct customer engagement and new revenue streams.
Business Challenges
Despite strong brand equity and a loyal customer base, the company faced critical digital hurdles:
- Limited Online Engagement: The brand’s existing digital touchpoints lacked personalization, resulting in low engagement and underutilized marketing efforts.
- Disjointed Customer Journeys: Customer data was fragmented across marketing campaigns, offline purchases, and digital interactions—making it difficult to deliver unified messaging.
- Inflexible Infrastructure: Existing e-commerce capabilities were insufficient for high-volume traffic, product catalogue complexity, and end-to-end fulfillment.
- No Data-Driven Targeting: Without behavioral insights, the brand could not proactively retain or upsell to online visitors or loyal offline buyers.
Solution Provided by FirstHive
To help the brand scale its digital commerce and drive deeper customer engagement, FirstHive deployed a white-labeled e-commerce storefront integrated with its AI-powered Customer Data Platform (CDP). This unified platform enabled real-time insights, personalized engagement, and consistent experiences across all digital touchpoints.
Unified Digital Commerce Infrastructure
FirstHive laid the foundation for a seamless commerce experience by integrating storefront, logistics, and service layers into a cohesive ecosystem.
- White-labeled storefront reflecting the brand’s luxury aesthetic and optimized for mobile and desktop.
- Integrated Order Management System (OMS) for seamless logistics, returns, and fulfillment.
- Connected customer service and sampling channels to support end-to-end journey management.
Intelligent Campaign & Engagement Automation
To deepen engagement and boost campaign ROI, FirstHive enabled intelligent automation across all outreach channels.
- Omnichannel marketing via SMS and email, triggered by real-time behavior and transaction data.
- AI-driven personalization, including:
- Tailored product recommendations
- Dynamic basket analysis for promotions
- Churn prediction and automated re-engagement
Scalable Data & Activation Layer
To ensure precision and agility, FirstHive unified and activated customer data in real time across all systems.
- Real-time data ingestion from browsing, purchasing, and campaign interactions.
- Automated cohort creation for segmentation and targeting, eliminating manual effort.
- User enablement across CRM, digital marketing, and fulfillment teams with dashboards and campaign tools.
Business Impact
By transitioning to FirstHive’s CDP-powered digital commerce infrastructure, the brand achieved:
- 14% Conversion Rate from the newly launched digital store
- Thousands of daily website hits generated through personalized campaigns
- Higher Customer Retention, driven by churn prediction and timely re-engagement triggers
- Upsell and Cross-sell Lift, powered by dynamic basket analysis and tailored product recommendations
- Consistent Brand Experience across all digital touchpoints, improving customer satisfaction and repeat visits
This transformation highlights how FirstHive’s CDP and AI capabilities enabled a traditional luxury brand to evolve into a data-driven digital powerhouse. By merging seamless commerce with intelligent automation, the brand unlocked deeper customer relationships, measurable sales growth, and a scalable foundation for future product lines and markets.