[14:31] Follow the Shopper Into the Agentic Era — Sephora does not expect every beauty journey to begin on Sephora.com. Emmy says the brand wants to be wherever people are shopping for beauty, which now includes AI-powered environments. Sephora has an app inside ChatGPT and a Google Agentic Checkout partnership that lets consumers discover and purchase without leaving those platforms. The strategy is less about protecting a destination and more about protecting relevance.

[18:12] Client-Friendly Decisions Are Not Always the Easy Ones — Emmy’s leadership philosophy comes back to a question she encountered early at Sephora: “Is this client friendly?” The answer can create additional operational complexity. Birthday gifts, rewards, and loyalty experiences require coordination across multiple departments, but Emmy argues that advocating for what clients genuinely want is part of the job, even when the simpler internal answer would be easier to execute.