Customer Experience Strategy & Clean Beauty Legacy

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 Join our global retail community: www.globalretailleaders.com