New Delhi: Joyalukkas has partnered with Zoho to deploy its Customer Experience (CX) Platform across more than 175 retail outlets in 11 countries.
The initiative is aimed at centralising customer insights, streamlining operations, and delivering more consistent engagement across markets.
The transformation began in India, where the platform was implemented in over 100 stores, before expanding to international locations including the UAE, US, UK, Singapore, and Malaysia. As Joyalukkas continues to grow its omnichannel retail operations, the company opted for a system that goes beyond conventional CRM, focusing instead on real-time, data-led customer engagement.
By integrating contextual intelligence and extended data sources, the platform allows Joyalukkas to tailor interactions based on regional preferences while maintaining standardised service processes. The approach supports the company’s broader goal of shifting from transactional interactions to proactive, insight-driven engagement.
“With millions of customer touchpoints across markets, we needed a solution that supports both scale and local relevance,” said John Paul Alukkas, Managing Director, Joyalukkas. “Zoho’s platform offers the foundation to build on that.”
Zoho’s Enterprise Business Solutions team led the implementation through a phased, consulting-led model customised for Joyalukkas’ operational needs. The deployment reflects an increasing trend among global retailers to invest in integrated technology platforms that support consistent customer experiences while adapting to local market dynamics.
The move also underscores a strategic shift in retail operations, where digital systems are being used not only to improve service efficiency but also to drive long-term customer engagement across geographies.
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