Case Study: TAG Heuer achieves faster digital growth and personalized customer engagement with IBM

Confronting disruptions with a digital engagement engine

TAG Heuer, the Swiss luxury watchmaker, needed to accelerate its shift to digital and strengthen direct-to-consumer engagement as retail disruptions and the COVID-19 pandemic challenged its traditional sales model. IBM helped TAG Heuer use Salesforce and IBM iX consulting to create a more connected consumer experience across e-commerce, marketing, customer care, and service.

IBM implemented a cross-cloud digital transformation that included a new guided online purchasing journey built in just three weeks, along with more personalized services and a 360-degree customer view. The results included 3x growth from personalization efforts and triple-digit growth in 2020, while TAG Heuer expanded multilingual sites to cover 95% of its international footprint.

TAG Heuer

Alexandre Regard

IT Digital Manager