OPERATIONS

WHEN A CUSTOMER buys a product from Cartier, that purchase represents more than one person. With more than 175 years of history, Cartier is committed to preserving the history and legacy of its products as they are passed down through families – creating a customer journey that spans generations. Cartier protects this multi-generational customer experience by offering a blend of traditional, high-touch luxury customer service – such as consultations with staff and restoration for classic products – alongside the implementation of new technologies. This includes past partnerships with Snapchat to develop a virtual bracelet try-on, and developing an AI application with Google Cloud that can retrieve detailed information about specific watches, and suggest similar options. By implementing this technology, sales associates can help

BRAND PHILOSOPHY

Louis Ferla CEO

Cartier

customers find a specific watch they may not know the name of, offer more personalised recommendations and provide them with more information about the product they are interested in buying – creating a smoother in-store experience through digital technology.“ When clients walk into Cartier, they want to enjoy the moment of shopping for a special occasion,” Louis Ferla, CEO of Cartier, tells the New York Times.“ Our job is to make sure that when clients enter our boutique, they enjoy an experience full of pleasure and emotion.”

Using technology and a personalised in-store experience that can protect a generationslong customer journey.