Joyalukkas taps Zoho for Global CX overhaul

Global jewellery retail giant Joyalukkas is partnering with Zoho to implement a transformational change in its global retail business. Over 175 showrooms in 11 countries, the brand has deployed Zoho’s Customer Experience Platform to integrate sales and service processes, centralise customer insights, and drive intelligent personalised engagement at scale.

The transformation started in India, where it rolled out to 100+ stores and successfully rolled out to 10 markets internationally, including UAE, US, UK, Singapore, Malaysia.

Joyalukkas is using contextual intelligence and extended data integration to offer tailored customer engagement that happens in real time and allows them to drive operations across borders. With the business growing across omni-channel retail, Joyalukkas wanted more than a standard CRM, but rather a scalable, insights-driven business tool that developed at pace with regional nuances and supported its global customer-first agenda.

“In a business like ours, where trust and emotional connection define the customer relationship, experience is everything,” said John Paul Alukkas, Managing Director, Joyalukkas. “With millions of touchpoints across diverse regions, we needed a solution that could go beyond transactions to deliver contextual, personalised engagement. Zoho’s platform gives us that foundation, helping us shift from reactive service to proactive, insight-led interactions.”

The transformation was led by Zoho’s Enterprise Business Solutions team, following a phased, consulting-led model tailored to Joyalukkas’ unique needs.

Mani Vembu, CEO, Zoho, commented, “Luxury retail sits at the crossroads of craftsmanship, quality, and emotion. For a globally respected brand like Joyalukkas, delivering a consistent and localised customer experience is vital. Our Customer Experience Platform is built for such complexity—offering scalability, intelligence, and deep integration. Joyalukkas' swift adoption reflects their strategic clarity and dedication to enhancing customer value.”

The partnership marks a significant milestone in Joyalukkas’ ongoing digital journey, reinforcing its commitment to innovation and excellence in customer engagement across the globe.