PersistentBeauty Brief

Strategic exploration — unofficial prototype

Original editorial close-up of an adult woman with natural skin texture and a deep red lip against black.

Strategic exploration — unofficial prototype

The persistentbeauty brief

What multimodal commerce changes when meaning survives the moment.

Internal strategy experienceDeloitte 2026 · MECCA

02Three layers

  1. 01

    Multimodality

    How should the customer express something or receive an answer?

    The Expression layer

    • Voice
    • Image
    • Text
    • Generated imagery
    • Conversation
    • Comparison
  2. 02

    Agency

    What may the AI decide, prepare or execute?

    The Action layer

    • Explain
    • Recommend
    • Prepare
    • Coordinate
    • Act
    • Hand over
  3. 03

    Continuity

    What understanding should survive?

    The Understanding over time layer

    • Across modalities
    • Across moments
    • Across channels
    • Across devices
    • Across people
    • Across a relationship

03What is the value of a Multimodal AI for MECCA?

The value is not that customers can talk, upload images and receive generated pictures.

The value is not more formats.

03Thesis

The value is that MECCA can maintain a shared understanding of what the customer is trying to achieve.

Even as the user changes modality, device, channel, location and helper.

04The translation burden

Today, customers continually translate themselves into the language of commerce.

  1. 01A lived situation

    a search query

  2. 02A desired feeling

    a product category

  3. 03A visual reference

    filters and keywords

  4. 04A long explanation

    a story repeated to another person

  5. 05A recommendation

    an anonymous cart with no record of why

05Reverse the relationship

Original overhead still life of unbranded cosmetic forms, cream swatches and deep cherry pigment on warm paper.

Multimodal AI potentially reverses that relationship.

Instead of the customer translating themselves into catalogue language, MECCA translates a user's real-world context into products, knowledge, services and actions.

06Continuity has different depths

Four levels.
Two familiar.
Two genuinely new.

Most omnichannel experiences reach level one or two. A multimodal AI proposition changes at levels three and four.

  1. 01
    Channel continuity

    “My conversation is available on another device.”

  2. 02
    State continuity

    “My shortlist, image, routine, booking and basket move with me.”

  3. 03
    Semantic continuity

    “MECCA remembers why these choices were made.”

  4. 04
    Relationship continuity

    “MECCA learns what worked and applies it appropriately.”

07The continuity horizon

How long should the understanding live?

RelationshipLearn across needs over time
MissionContinue until the need is resolved
MomentUnderstand this interaction

08Why beauty

Beauty intent is often tacit, emotional and difficult to express.

01“I want to look polished but not overly made-up.”
02“My skin has felt strange since I changed something.”
03“I like this look, but not on me exactly.”
04“This product technically works, but I never reach for it.”
05“I need to feel like myself at this event.”

08From expression to judgment

Original photograph of two adult hands exchanging an unbranded mirror, with subtle cosmetic swatches visible.

These are not conventional search queries.

They may require voice, images, comparison, dialogue, memory and human judgment before they can become a responsible recommendation.

VoiceImageCompareDialogueMemoryHuman

09Customer postures

Not every journey should be made efficient.

  1. 01Exploring

    Expand possibilities; make browsing pleasurable

  2. 02Working it out

    Ask, interpret, explain; reduce uncertainty

  3. 03Accomplishing

    Coordinate products, services, inventory and action

  4. 04Living with it

    Teach, follow up, learn and adapt

An agent that relentlessly shortens every journey could damage the pleasure, identity play and serendipity that make beauty compelling.

09The agency principle

Agency

Agency should increase when the customer wants progress, not simply because the technology can act.
ExploreProgress

10The strategic tension

The same capability can take very different strategic positions.

  1. 01Salesperson

    Optimise conversion

  2. 02Retail expert

    Represent MECCA’s point of view

  3. 03Creative collaborator

    Help customers imagine

  4. 04Customer-side advocate

    Work within MECCA for the customer

  5. 05Delegated agent

    Complete a task

Each role produces a different experience—and a different trust model.

11What advocacy sounds like

It should sometimes say:

  • 01
    “You already own the best product for this.”
  • 02
    “You probably don’t need all three.”
  • 03
    “I’m not confident enough to assess that from this image.”
  • 04
    “A host would be better placed to help here.”
  • 05
    “This is the lower-cost option and the trade-off is…”
  • 06
    “I can prepare that purchase, but you need to approve it.”

11The trust exchange

Original close photograph of two hands passing a small oval mirror between them.

Trade a transaction for a relationship.

Advocacy may sacrifice an occasional transaction while strengthening the relationship.

It also provides a more credible reason for customers to grant the system memory, images and agency.

Earned trust↔Granted context

12The knowledge underneath

The meaning is in the relationships.

The experience needs more than information. It needs to understand how it connects.

  1. Productcontributes toLook
  2. Productworks withProduct
  3. Customeralready ownsProduct
  4. ProductmatchesPreference
  5. Alternativeachieves similarOutcome
  6. Productavailable beforeMoment

Price · online and in-store availability · delivery timing · relevant services · MECCA expertise

12The knowledge underneath / 02

Those relationships turn MECCA’s content and data into meaning.

Connected meaning lets the experience understand intent, work with what the customer already has and respond to what is possible now.
  1. MECCA content + data
  2. Relationships
  3. Meaning
  4. Multimodal experience

13A better way to think toward concepts

Start with a real beauty situation. Ask five questions.

Real beautysituation
  1. 01
    Expression

    What is difficult to communicate through conventional ecommerce?

  2. 02
    Understanding

    What must MECCA know to understand the situation properly?

  3. 03
    Representation

    What could MECCA show, say or generate to improve judgment?

  4. 04
    Continuity

    What meaning should persist—and what should be forgotten?

  5. 05
    Agency

    What should the system explain, prepare, execute or hand to a person?

14Three contrasting situations

One lens. Three very different situations.

  1. 01Open exploration

    Expand possibility ↗

  2. 02Bounded mission

    Resolve the need ↗

  3. 03Ongoing relationship

    Learn with care ↗

14Situation 01 / Open exploration

01Open explorationMoment-led
“I want something new, but I don’t know what.”

Expand possibilities; make browsing pleasurable.

14Situation 02 / Bounded mission

02Bounded missionMission-led
“Help me get ready for this particular situation.”

Coordinate judgment, products, services and action.

14Situation 03 / Ongoing relationship

03Ongoing relationshipRelationship-led
“Help me understand and maintain what works for me.”

Teach, follow up, learn and adapt with care.

Deloitte / MECCA / 2026

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