CHRIST Juwelier - SAP Commerce Cloud and Emarsys AI Deployment

CHRIST Juwelier, a German retail jeweler with approximately 2,400 employees, increased revenue by 30-40% year-over-year and improved customer retention by deploying SAP Commerce Cloud together with SAP Emarsys to unify customer data and deliver personalised omnichannel experiences across email, web, web-push and mobile-wallet channels, with WhatsApp planned. "By integrating SAP Commerce Cloud with SAP Emarsys, we turned occasional gift buyers into repeat customers," said Michael Berghoff, Chief Digital Officer at CHRIST Juwelier. Before the deployment, CHRIST faced fragmented data silos and integration challenges that limited both performance and personalised customer engagement. The jeweller needed a way to turn occasional gift buyers into repeat customers — a hard problem given how rarely most consumers buy jewellery. KPS implemented an SAP Commerce Cloud webshop integrated with SAP Emarsys to optimise data usage and deliver personalised experiences across every customer touchpoint. The SAP Commerce Cloud webshop has held more than 99.9% uptime and handled approximately half a million peak-season orders, while SAP Emarsys drove a 10-15% uplift in email open rates and a 30-40% year-over-year revenue increase — up to +40% reported — alongside 60,000 orders shipped from 200+ stores during the holiday peak. Channels activated so far include email, web, web-push and mobile-wallet, with WhatsApp on the roadmap. Looking ahead, CHRIST plans to extend the same data-unification and personalisation pattern into additional customer engagement scenarios across the retail footprint.