Titan: The meet of the Titans

Solution Requirement

To achieve success while fending off new online competitors, Titan needs to re-energize its 1500 brick & mortar stores, build the online presence and continue to inspire and excite its 11 million current customers to drive more frequent sales from each, while at the same time, attract new customers to the brand. In fact, India’s robust economic growth and rising household incomes are expected to increase consumer spending to US$ 3.6 trillion by 2020.

Solution Deployment

Titan Company is using IBM Watson Customer Engagement and cloud-based solutions to increase annual sales from its 11 million loyalty customer base while attracting new consumers to Titan’s unique line of products. A multi-category, multi-brand global lifestyle products manufacturer
of watches, jewellery, eyewear, fragrances and more, the Bengaluru, India-based Titan Company
Limited recognized a tremendous opportunity—the Indian e-commerce market is set to overtake the US and become the second largest in the world in less than two decades.

Titan is currently beginning to integrate IBM Watson Customer Engagement solutions to serve as the backbone of its online platform, enabling the company to tailor online campaigns that are unique to their customers--not just taking into account preferences and past purchases (what they spent previously, what deals sparked action), but also leveraging analytics to examine their real-time-behavior (i.e. what items are being looked at most, what channels are customers buying through, why cart was abandoned, etc…), so campaigns can be tailored on the fly to help
drive a purchase.

Solution Benefits

Through its work with IBM, Titan aims to energize its current customer base, who on average make 1.5 purchases a year, into regular buyers who buy three times as many items annually, whether through the browser, their mobile device or in a Titan store.

Titan aims to use IBM’s platforms to drive visitors to its brand websites as well as footfall into its 1500 retail stores and 10,000 multi-brand outlets located across India. In these store locations, sales associates will have mobile apps to provide them with details on each shopper (from past purchases to style preferences and more) so they can maintain highly-customized and personalized relationships.