Zoho drives global digital transformation for Joyalukkas with unified CX platform

Zoho has partnered with jewellery retailer Joyalukkas to deploy its Customer Experience Platform across the brand’s global retail network. This collaboration is part of a large-scale digital transformation led by Zoho, aimed at unifying sales and service operations, centralising customer data, and enabling personalised engagement at scale.

The rollout began in India, where Zoho's Customer Experience Platform was introduced across more than 100 stores. Following its implementation and integration in India, the platform has now been extended to Joyalukkas’ international operations in 10 countries, including the United Arab Emirates, United States, United Kingdom, Singapore, and Malaysia.

The platform offers a unified system for managing sales and service interactions. It allows teams to access centralised customer information and engage with customers in real time. By using data to understand customer behaviour and preferences, Joyalukkas aims to move from a reactive model of customer service to one that anticipates needs and responds proactively.

Zoho’s Enterprise Business Solutions team led the phased rollout. The system was tailored to fit the retail environments in each region and is designed to adapt to local operational requirements.

“With operations spanning diverse geographies and millions of touchpoints, we needed more than just a CRM. We needed a platform that could unify data, adapt to local nuances, and scale globally. Zoho’s Customer Experience Platform gives us that foundation. It enables our teams to engage with customers not just based on transactions, but with a deep understanding of their preferences, behaviours and context. This transformation is helping us transition from reactive service to proactive, insight-led engagement across every region we operate in,” said John Paul Alukkas, Managing Director, Joyalukkas.  

Mani Vembu, CEO, Zoho, said, “Our Customer Experience Platform is built to meet these demands, providing a unified view of the customer and enabling contextual, omnichannel engagement. With deep data unification and rapid implementation, the platform helps enterprises pivot quickly and drive meaningful customer interactions.”