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Infosys Consumer Goods Switzerland

Wella

Marketing Personalization

Wella needed to respond to changing beauty-market dynamics and declining traditional salon profitability as professionals shifted to freelance models. Its existing approach did not provide the cohesive digital ecosystem needed to improve customer outreach, serve salons and independent stylists effectively, and meet demand for personalized digital-first buying experiences.

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Reported impact

Business outcome

Wella gained a stronger omnichannel B2B platform that uses AI-powered recommendations to improve customer experience, support cross-sell opportunities, and better serve salons and independent stylists through streamlined digital processes.

  • Customer Experience
  • Revenue Growth

Solution

Infosys helped Wella rework its B2B commerce operation through a three-phase transformation - Initiate, Enhance, and Accelerate - that shifted the company from a traditional sales model to a digital-first architecture. The implementation moved Wella's e-commerce platforms to a headless architecture so storefront experiences, mobile channels, and partner touchpoints could evolve more flexibly. Within that commerce layer, Infosys integrated advanced AI features to generate tailored product recommendations for salon owners and independent stylists, using shopping-context signals from the digital experience to improve relevance and cross-sell potential. The program also connected external eRetailers, payment-processing partners, education platforms, personalized promotions, and operational tools into one omnichannel ecosystem. While the source does not identify a storage tier, it clearly describes an integrated serving and orchestration stack for B2B ordering and engagement.

Data flow

Salon and stylist interactions enter Wella's B2B commerce journeys through the headless storefront, connected eRetailers, and mobile channels. Infosys' AI features process that shopping context to serve tailored product recommendations, while payment integrations complete transactions and linked education, promotion, and operational tools extend the experience across Wella's omnichannel ecosystem.

Solution architecture

8 components · 5 layers
  1. Ingest
    • external eRetailers Extend the platform to connected retail channels as part of Wella's omnichannel commerce model.
  2. Compute
    • advanced AI features Generate tailored product recommendations for salons and independent stylists during digital buying journeys.
  3. Serving
    • headless architecture Provides the flexible B2B e-commerce foundation for Wella's digital-first storefront and omnichannel experience.
    • mobile app launches Bring Wella's B2B services and digital experiences to mobile users.
    • education platforms Deliver omnichannel education experiences to salons and stylists within the digital ecosystem.
    • personalized promotions Tailor promotional experiences for target audiences across the B2B platform.
  4. Orchestration
    • operational tools Support day-to-day workflows for salons and stylists using Wella's digital platform.
  5. Uncategorized
    • payment processing Supports seamless transaction handling inside Wella's B2B commerce flows.

Architecture clues

  • AI-driven product recommendations were embedded into the digital commerce experience.
  • Infosys transitioned Wella's B2B e-commerce platforms to a headless architecture.
  • The omnichannel ecosystem connected eRetailers, payment processing, mobile apps, education platforms, operational tools, and promotions.
  • The program followed three phases: Initiate, Enhance, and Accelerate.

Evidence from the source

AI-driven product recommendations enhancing customer satisfaction and cross-sell opportunities.
Adapting to the decline in traditional salon profitability as professionals shift to freelance models.
Building a cohesive digital ecosystem to address fragmented operational processes and improve customer outreach.
Enhanced customer experience via AI-powered personalized recommendations and streamlined processes.
Integrated advanced AI features to deliver tailored product recommendations.
Transitioned to a cutting-edge headless architecture for e-commerce platforms.
Transparency Evidence & methodology 70/100 reference value · 81% confidence · 3 sources

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value70/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact0/25
    0 metrics describe measurable impact.
  • Deployment scale5/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence81%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability23/25
    11 of 12 key fields link to a named source.
  • Direct evidence20/20
    6 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency10/10
    3 source references document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Infosys

    Wella's Journey to B2B Success: Driving Innovation in the Beauty Industry with Infosys

    First-party
    https://www.infosys.com/services/digital-experience/case-studies/driving-innovation.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Industry
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Architecture
    • evidence quotes
  2. Wella Company

    Contact Wella Company

    First-party
    https://www.wellacompany.com/contact-us

    The contact page footer says “© 2026 Wella International Operations Switzerland Sàrl.”

    Source type
    Official company website
    Supports
    • Region
  3. Highperformr

    Wella: Headquarters, Global Offices & Leadership Team

    Independent secondary
    https://www.highperformr.ai/company/wella

    The profile lists “Total employees” as 6000 and “Headquarters” as “Petit-Lancy, Geneva”.

    Source type
    Structured company profile
    Supports
    • Company size
    • Region

Date evidence

  • First archived Mar 19, 2025 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
Not separately sourced Metrics. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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