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DeBeers in Discussion: VIP customer journeys online and the future of connected customer experiences – Webinar

Famed for their high-end fine jewellery and iconic in store experiences, De Beers had a vision to coordinate every customer touchpoint and transaction beyond their physical shops. They realised customers don’t respect channels, but rather see one brand and expect you to act like one brand, regardless of what department they’re interacting with.

Join Paul Skeldon, M-Retailing Editor at InternetRetailing, Michel Tjoeng, Head of Digital & Customer Experience at DeBeers and Grace Meldrum, Product Marketing Manager at Salesforce as they discuss De Beers’ transformation to a customer centric company, who have used the Salesforce Customer 360 to create seamless experiences across every channel. 

In the webinar we will discuss how De Beers have:

  • Elevated the customer experience in store by arming their team with insights
  • Driven loyalty and engagement with customers through personalised, cross-channel journeys
  • Bridged the gap between all touchpoints to provide seamless customer service everywhere
  • Used ecommerce and virtual interactions to stay connected to customers through the crisis


Michel Tjoeng is Head of Digital and Customer Experience at De Beers, where he is globally responsible for all websites, ecommerce channels, online client services and the omnichannel customer experience. Here he has recently led the charge on a large scale digital transformation programme, expanded the ecommerce capability internationally to 14 new markets and continues to find innovative ways to bring this fantastic brand to life through digital means.

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