Ulta reached 65,000 employees and couldn't keep throwing headcount at HR
Rachel Williamson · How A Beauty Company Built An AI Agent — With Rachel Williamson and Josh Siebert · Jun 8, 2026 · at 18:48
Rachel Williamson, VP of People Strategy at Ulta Beauty, explains why the company had to turn to ServiceNow AI automation after reaching organizational capacity limits.
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“We've grown so much, and we had 65,000 associates that we were supporting, and we no longer could throw more headcount at our support processes, and we could no longer add more work to my team's plate.”
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