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Customer Journey in e-commerce: 5 tips for an outstanding experience
Optimize the Customer Journey in e-commerce with digital product advisor for an outstanding user experience.
The Future of E-Commerce: How Miele reshapes the eCommerce experience with AI and increase sales.
Discover how Miele revolutionizes the e-commerce landscape with Neocom's AI Shopping Assistants, doubling conversion rates and average order value!
In this masterclass from OMR 2025, we share insights and strategies from working with Miele on the shopping experience of the future.
🔍 What you'll learn:
- How AI shopping assistants optimize the customer journey for complex products
- Live insight into implementation at Miele across 29 countries and 22 languages
- Concrete results: 100% increase in conversion rate and average order value
- Insights into the future of product discovery with generative AI
Lorenzo De Paolis, E-Commerce Manager at Miele
Dana Nedamaldeen, CEO & Co-Founder of Neocom
Thomas Pellmeyer, VP Customer Success at Neocom
Key Takeaways
Data quality beats data quantity:
The most important factor is feeding the AI with comprehensive product information, manuals, FAQs, and brand knowledge - volume of relevant content matters more than perfectly structured databases.
Mobile-First Is Non-Negotiable:
With 80% of adviser interactions happening on mobile devices, the solution had to work seamlessly on smartphones where traditional filtering becomes nearly impossible. This mobile-first approach wasn't just an optimization - it was fundamental to the entire user experience design.
Complex products need conversational commerce:
Higher complexity, price points, and catalog size drive better adviser performance. Conversational interfaces excel where traditional e-commerce fails - when customers need to understand technical differences for high-investment decisions.
Watch the recording on YouTube 👇 