The prestigious World CX Summit, organized by Trescon in Bengaluru, served as a dynamic hub for over 200+ C-level executives, uniting business leaders to exchange groundbreaking insights, uncover the latest customer experience trends, and celebrate industry excellence. This insightful gathering offered a unique platform for thought-provoking discussions shaping CX’s future.
As a proud media partner, Business Review Live had the privilege of participating in this influential event. During the summit, we seized the opportunity to sit with Kalyani Seshadri, the Lead for Customer Experience at Tanishq, for an exclusive interview. Let’s explore the invaluable insights she shared during our conversation. As a key speaker, Kalyani shared her expertise in delivering exceptional customer experiences, blending luxury and personalization in a rapidly evolving digital landscape. Her insightful responses shed light on how Tanishq stays ahead in maintaining a seamless, personalized, and exclusive customer journey across both physical stores and online platforms. This interview has valuable takeaways for our readers looking to elevate their customer experience strategies.
With the rise of online shopping, how has Tanishq adapted its customer experience approach to ensure that the digital journey reflects the same luxury and personal touch as the physical store experience?
We work every day to understand our customers better—what they prefer to buy, where they shop, and what they search for online. Like many businesses, we focus on tracking their behavior, but our key differentiator is listening closely to our customers. We monitor the points they visit most, what they search for, and where they feel gaps in their experience. We continuously refine our approach by gathering regular feedback to improve the overall customer experience.
How does Tanishq balance data usage with customer privacy and empathy to create a personalized online experience?
At Tanishq, jewelry is a highly personalized business, and we aim to maintain that personal touch in our digital journey. We handle large amounts of data but prioritize privacy and trust. We ensure that we collect only the data required to craft a personalized experience while safeguarding our customers’ privacy. Jewelry purchases are emotional and significant, so we approach each interaction with care and empathy. Balancing smart data use with genuine empathy is an ongoing challenge, but it’s crucial for delivering a seamless and meaningful experience, both online and in-store.
This balance is a challenge we face daily at Tanishq. We actively listen to our customers in both our online and in-store experiences. We aim to understand their needs, their expectations, and how we can improve. Whether it’s through design, process, or policy, we continuously strive to do better.
The possibilities for improvement are endless. Customers are evolving every day, and TRESCON’s forum has opened our eyes to areas we haven’t yet explored. Ultimately, it’s about finding the perfect balance between data and empathy. At the end of the day, it’s about people—those selling and those buying. We can’t have one without the other. Balancing this is the key to success.
How does Tanishq integrate customer feedback into its jewellery design process to ensure that new collections meet customer preferences and trends?
There has always been a deep understanding in the jewelry market of the importance of reviving traditional arts and crafts that reflect our country’s heritage. At Tanishq, we strive to bring these back for our customers. For instance, with our Alekhya collection, there were only about 12 craftsmen across the entire country capable of creating this art. Feedback indicated that customers wanted to see more designs in enamel, so with Alekhya, we integrated Kundan Polki, where each piece was crafted using techniques like Piroi and Enamel. We are committed to showcasing the incredible craftsmanship that exists in India.
Our customers push us to innovate as well. They seek something different—designs rooted in tradition but also modern and beautiful. Their constant demand motivates us to create something new and exciting, blending heritage with a contemporary touch. Customer feedback plays a crucial role in guiding our designs and inspiring how we approach each collection.
How does Tanishq maintain a consistent and high-quality customer experience across its various channels, including online and in-store?
Tanishq ensures a consistent and high-quality customer experience across all online and in-store channels by focusing on one fundamental principle: listening to customers. This approach is common among organizations prioritizing customer experience, and it’s our mantra.
The more we listen to our customers, the better we can serve them. Whether it’s a frontline salesperson, the CEO, or a regional sales head, everyone listens to the customer. We can continuously improve our processes and standardizations to meet their needs when we truly listen.
At the end of the day, when the customers shop, they want to leave with what they planned to buy—and feel happy about it. If they receive a little extra, like a warm smile or thoughtful gesture, it adds to the experience. It’s about building an emotional connection with customers and delivering exactly what they need at the right time. This is the foundation of our customer experience strategy.
How does Tanishq ensure its customer service aligns with the brand’s commitment to luxury and exclusivity, and what training or strategies exist to achieve this?
Tanishq ensures its customer service aligns with the brand’s commitment to luxury and exclusivity by staying intensely customer-focused. Our approach is simple but powerful: we put customers at the heart of everything we do. This focus on customer centricity drives Tanishq and the entire Titan Company Limited.
Everything we do revolves around solving for our customers and bringing them exciting new experiences. Our training, brand philosophy, and ethos are all rooted in this belief. We continuously strive to improve by listening closely to our customers, understanding their expectations, and meeting their aspirations. This dedication pushes us to deliver better service each time, maintaining the exclusivity and luxury our brand promises.
