Malabar Gold & Diamonds enhances customer engagement with Capillary

Jewellery retailer Malabar Gold & Diamonds, with a strong retail network of over 220 outlets across nine countries, has partnered with Capillary Technologies to upscale its omnichannel customer engagement initiatives. Capillary Technologies helps consumer businesses achieve digital transformation using its Artificial Intelligence (AI) Powered technology platform.

With big data gaining momentum, Malabar Gold & Diamonds has tapped a range of AI powered solutions by Capillary Technologies to analyse data resulting in better and seamless customer experience with personalization. Capillary will help Malabar Gold & Diamonds to capture omnichannel consumer data across stores and online to understand consumer behaviour at various touchpoints.

Commenting on the partnership, Shamlal Ahamed, managing director – International Operations of Malabar Gold & Diamonds, says, “We have been operating outside of India for the last 10 years. During this period, we have continued to acquire and increase our customer base. Over time, the data has grown to over 3.5 million verified customers. We understand that we have not been utilising this strength, possibly due to lack of technology and expertise in this space. We are happy to partner with Capillary Technologies in helping us make sense of our big data and use it to give better service value to our customers.”

“The global retail landscape continues to change every quarter and it has become a way of life. We do take steps to adapt to these changes, but the fundamentals of retail remain the same, the right location, right product, right price and right promotion. If we get the fundamentals right, generating walk-ins will not be a challenge. We need to depend on customer data to design the right value promotions for them,” he adds.

“Malabar Gold & Diamonds is one of the most trusted jewellery brands in GCC Region. With millions of walk in and repeat customer data, it is difficult to keep a track of the needs of every individual. We have stepped in to help the brand unlock opportunities, to enhance sales and customer experience through Insights+ Platform and our big data expertise,” states Sunil Suresh, CMO & Global VP Strategy, Capillary Technologies. “This partnership will empower Malabar Gold & Diamonds to manage their customers’ lifecycle through a data driven approach.”

With a strong presence in the MENA region, Capillary Technologies works with 400 brands including Pizza Hut, Al-Futtaim, RedTag, Majid Al Futtaim, Walmart, KFC, Samsung and Aster Pharmacy across 30 countries.