Live from the LEAD Summit, Sandy Hernandez sits down with Sarah Angelmar, Executive Director of Customer Experience at Clarins Group, the brand that helped define “clean beauty” before it was a trend.

From their AI chatbot "Cara" to the emotional science behind loyalty, Sarah reveals how Clarins blends 71 years of family heritage with bold CX innovation.

Timestamps

[02:00] – Clarins’ roots: From plant science to prestige skincare

[05:30] – "Cara": The AI chatbot that supports (not replaces) beauty advisors

[08:15] – Why Clarins became a B-Corp, and what it means for customers

[11:45] – Rethinking loyalty: No points. No gimmicks. Just trust.

[15:20] – How customer emotion informs CX design

[19:10] – Family-owned in a corporate world: Moving fast without losing soul

✨ “We don’t want to be transactional. We want to be unforgettable” — Sarah Angelmar

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