Diamonds Direct

To revolutionize the fragmented digital ecosystem of Diamonds Direct, we built a next-gen digital experience platform that delivers a luxury shopping experience across the channels.

Overview
Services
How We Did It
Impact

Services

Overview

Diamonds Direct is a premier luxury jewelry brand headquartered in Charlotte, North Carolina, with 22 US locations and a robust online presence through DiamondsDirect.com and ecjluxenc.com. As consumer expectations evolved, the brand struggled with disjointed systems and outdated technologies that limited their ability to harness data, streamline operations, and deliver personalized customer experiences.

Determined to redefine luxury retail in a digitally disruptive era, Diamonds Direct partnered with us to consolidate their technology landscape. Our goal was to unify their digital assets, automate manual processes, and generate real-time insights, empowering them to offer a cohesive, customer-centric shopping experience that reinforces their leadership in the luxury market.

Services

To elevate Diamonds Direct’s digital capabilities and drive sustainable business growth, we deployed a portfolio of advanced solutions engineered for scalability, personalization, and operational excellence.

Our strategic implementation of Experro’s Headless CMS streamlined content management and empowered rapid storefront updates, ensuring a dynamic and engaging online presence.

Simultaneously, integrating Salesmate CRM centralized customer data across all channels, unlocking actionable insights that drive targeted engagement and informed decision-making. Complementing these initiatives, our bespoke AI-driven personalization engine refined search functionality, merchandising strategies, and product recommendations, ensuring every interaction resonates with the luxury market.

By harnessing real-time analytics and automation, Diamonds Direct now delivers an agile, immersive digital shopping experience that marries premium craftsmanship with innovative technology, effectively exceeding the evolving expectations of discerning customers.

Core Highlights

Next-gen Content Management System

By implementing Experro - a state-of-the-art headless CMS, we enabled the Diamonds Direct team to manage and update their marketing content effortlessly. This solution allows for agile control of their online storefront, product listings, and promotional campaigns without the constant need for developer intervention, ensuring that the brand remains responsive and competitive in a fast-paced digital landscape.

Personalized Customer Experiences

We developed AI algorithms that can gather data from various channels, including email, text, web, chat, and in-store interactions. These algorithms are flexible enough to adapt to changing customer preferences and industry trends. By analyzing customer behavioral data, Diamonds Direct can provide personalized recommendations, enhance search functionality, optimize merchandising experiences, and ultimately improve the overall customer experience. By implementing this solution, customer engagement and conversion rates have improved, and the average order value has increased.

Enterprise Transformation

Diamonds Direct underwent a major transformation by integrating various technologies and services, which resulted in increased efficiency, automation of manual processes, cost-cutting, and improved productivity. By consolidating all the data in one place, they have been able to get a 360-degree view of their customers, resulting in a significant tenfold improvement in site speed. This has led to a beautiful and blazing-fast shopping experience, contributing to the growth of their online revenue. Furthermore, this has empowered the company to provide a better in-store experience powered by data and insights, setting them up for leadership in the luxury industry for years to come.

With the support of Experro, we were able to boost our online presence and exceed expectations, offering personalized customer journeys, heightened engagement, and full flexibility on both ends.

Rachel Scholan

VP of Digital Strategy / Diamonds Direct

Impact

Diamonds Direct now stands on a robust digital foundation, empowered to lead the luxury jewelry market with a seamless, data-driven customer experience that truly sets them apart.

Our comprehensive digital transformation for Diamonds Direct delivered measurable, transformative results:

205k

Increase in traffic

90%

Improvement in performance

30%

Uplift in customer retention

40%

Growth in revenue