How Salesforce is helping the jewellery industry redefine connected digital retail
- InspireXT Consulting
The moment of realisation
For generations, the jewellery industry has thrived on tradition — family-owned showrooms, heritage designs, and the irreplaceable charm of in-person shopping. But then came a shift. Subtle at first, then undeniable.
A loyal customer, who once brought their spouse to your store each anniversary, now browses designs on Instagram. A young groom doesn’t walk in to enquire about rings — he compares reviews, styles, and price ranges across websites. A one-time buyer doesn’t come back — not because your pieces weren’t exquisite, but because no one followed up.
It’s not a lack of craftsmanship. It’s a gap in connection — a disconnect between timeless elegance and evolving expectations.
And that’s what digital transformation is about — rebuilding connections in the modern world and unlocking the power of Connected Customers.
Why the Jewellery Industry needs to adapt
The numbers speak for themselves. According to Technavio, the global online jewellery market is growing at a pace of nearly 20% annually, and digitally native brands are attracting a new generation of buyers — those who seek transparency, convenience, and a brand that truly “gets” them.
Jewellery is still emotional — perhaps more than ever — but the way people experience that emotion has changed.
As a jeweller, you’ve already created moments. What’s needed now is a system to capture, continue, and scale those moments — consistently and intelligently. That’s where Salesforce steps in — enabling transformation in motion with every customer interaction.
And with expert Salesforce partners like InspireXT, this transformation becomes not just possible — but smooth, scalable, and aligned to your unique brand.
The heart of the solution: InspireXT's Connected Customer Solution
In luxury retail — especially jewellery — mass marketing simply doesn’t cut it. Over 70% of high-end shoppers now expect deeply personalised experiences, and poor personalisation alone can result in a loss of up to 20% in potential revenue. InspireXT understands this shift — and meets it with an intelligent, connected solution based on Salesforce platform that enables you to craft truly individual customer journeys, seamlessly bridging every touchpoint from discovery to advocacy.
This level of experience isn’t just expected — it drives impact. According to Harvard Business Review, omnichannel luxury shoppers spend over 200% more than single-channel customers. That’s why partnering with retail technology experts like InspireXT’s becomes critical. With a deep understanding of both the technical architecture and the emotional nuance of luxury retail, InspireXT helps brands design, deploy, and optimise their Salesforce ecosystem — reflecting their craftsmanship, vision, and growth plans while delivering transformation in motion.
Know your customers, truly
With Customer 360, every touchpoint — online searches, past purchases, birthday reminders, style preferences — is brought together in one place.
Your team no longer guesses what a customer might like. They already know — because they’re working with Connected Customers, not just leads in a database.
Offer seamless experiences
A customer browses a pendant online, books an appointment through your mobile app, tries it in-store, and completes the purchase later via email.
With InspireXT’s Connected Customer solution, all of this is possible beyond expected.
This is the essence of connecting commerce to operations — ensuring that marketing, inventory, logistics, and sales all speak the same language.
Talk like you remember them
Our expertise in deploying Marketing Cloud as part of the Connected Customer solution empowers businesses to transcend generic messaging and foster genuine customer engagement. We enable the precise delivery of timely, relevant messages, like a new arrival notification perfectly matched to a previous order, transforming potential spam into thoughtful, trust-building nudges. This strategic deployment is the after-effect of our meticulous execution, ensuring your communications build long-term brand affinity and drive sustained growth.
Support that feels personal
Luxury buyers expect world-class service. Our Service Cloud offering ensures every enquiry, return, and post-sale care request is tracked, prioritised, and resolved — creating a support experience as refined as the jewellery itself.
And with Agentic AI capabilities built into the Salesforce platform, your teams can go beyond reactive service to proactive solutions — anticipating needs, offering recommendations, and delivering truly memorable experiences.
What transformation feels like
Let’s paint a picture.
You launch a new bridal collection. Instantly, your loyal customers receive personalised previews — based on their past purchases and preferences. The bride sees a design she loves and books a video consultation. The stylist, already familiar with her taste, shows complementary sets. She places an order, receives a care guide, and later, a note reminding her of free lifetime polishing — all automated through the Connected Customer platform.
Now imagine doing this not just for one customer, but hundreds at once, without compromising quality or authenticity.
With the right implementation and ongoing support — this vision becomes an operational reality.
It’s not just transformation. It’s transformation in motion, designed to amplify the customer experience at every stage.
Why this matters now
Digital transformation isn’t a trend — it’s a strategic necessity. As more consumers shift online and competition intensifies, being digitally capable isn’t enough. You need to be digitally intelligent, personal, and agile.
Connected Customer is not just a platform. It’s a partner in progress — helping you:
- Understand and retain customers
- Deliver consistent experiences across every channel
- Launch new campaigns or collections faster
- Optimise inventory and operations
- Provide service that feels bespoke — every time
And with InspireXT’s deep expertise in Salesforce and experience across luxury, retail, and commerce, your transformation journey is guided by those who understand both technology and business outcomes.
Closing thought: It's time to shine online
The world hasn’t stopped valuing jewellery — it’s simply redefined how it experiences it.
Connected Customer helps you carry forward your legacy into the future — by combining the soul of your craftsmanship with the intelligence of modern technology. It doesn’t replace what makes your brand special; it amplifies it.
And with InspireXT as your digital transformation partner, you’re not just investing in tools — you’re investing in a strategy designed to help you scale, connect, and shine across every touchpoint.
Whether you’re a heritage jeweller or an emerging brand, the next chapter of your growth will be written digitally.
With InspireXT by your side — you’re not just adapting. You’re leading.
Request for
services
Find out more about how we can help your organisation navigate its next. Let us know your areas of interest so that we can serve you better.