Targeted Knowledge Transfer for Eucerin's Product Launch

Business Goals

Eucerin Brazil is one of the leading dermo-cosmetic brands in Brazil and focuses on scientifically proven skin care. For the launch of the innovative Epigenetic product line, the brand faced a specific challenge: How to optimally inform two very different target groups – medical professionals and end consumers – simultaneously?

Medical professionals require in-depth information about active ingredients, clinical studies and mechanisms of action. End consumers, on the other hand, seek understandable application-oriented benefits and practical guidance. Traditional communication channels do not allow this differentiated approach without high manual effort.

The goal was to provide both target groups with precisely the information they need – immediately, easily accessible and without long waiting times or complicated processes. The solution needed to be scalable and ensure consistent, high-quality communication throughout the entire product launch.

Results

With the conversational agent on the LoyJoy platform, Eucerin Brazil successfully implemented a differentiated communication strategy. The agent clearly segments users at the outset through a simple question: Are you a medical professional or a consumer?

This intelligent segmentation enables two tailored dialogue paths:

• For medical professionals: Detailed active ingredient analyses, study results and scientific background information that meet high professional standards.
• For consumers: Understandable product benefits, structured application instructions and practical advice for daily skincare routines.

The approach demonstrates how digital interaction creates value:

• For users: Immediate access to relevant information without having to search through generic content.
• For Eucerin Brazil: Efficient scaling of the product launch with consistent communication quality and positive brand experiences for both target groups.

The conversational interface ensures that each user receives exactly the information relevant to them. This creates a targeted, needs-based customer experience that strengthens trust in the brand and supports successful product introduction.

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