Offering Data & AI AI in E-Commerce

AI Customer Experience Consulting for E-Commerce

AI Customer Experience Consulting for E-Commerce

Use AI to create personalized, dynamic shopping experiences. From generative interfaces to intelligent recommendations, improve the customer journey and drive lasting gains in conversion and loyalty.
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How can you improve your customer journey?

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Customer journeys feel disconnected

Adapt content, recommendations, and interfaces to individual needs and real-time purchase intent.

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Complex purchase decisions hold back conversion

Guide customers to the right solution through clear, conversational experiences.

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Automation puts trust and loyalty at risk

Apply AI where it adds value and involve people where human support matters.

Diconium approach

AI solutions for better customer experiences 

Solutions

Generative User Interfaces
Conversational Commerce 2.0
AI‑Ready Commerce Stack
AI‑Augmented CRM & Loyalty
Human‑Centred AI

Generative User Interfaces

Move from static grids to intent‑aware product discovery by implementing a generative user interface which recognizes your customers’ needs and reacts proactively by dynamically adjusting layouts and components based on their real‑time behavior.

How we help: We build generative UIs that use multimodal inputs (text, voice, images) to interpret user intent and dynamically compose personalized product experiences by generating the most relevant content, data, and visuals.

What you get: Interfaces that dynamically compose maximum human‑centric experiences based on real‑time intent instead of just displaying static database queries.

Start with "NEVO"

Conversational Commerce 2.0

Turn shopping into a dialogue and simplify your purchase process by integrating chatbots, voice assistants, and agent interfaces that increase engagement on your website and make the purchase process more intuitive.

How we help: We design intuitive conversational flows for product discovery and checkout to remove friction from your sales funnel.

What you get: A dialogue‑based shopping experience accessible via chat, voice, and smart interfaces like NEVO AI.

Start with Conversational Commerce

AI‑Ready Commerce Stack

Build future-proof, AI-ready architectures for headless commerce, restructuring monoliths and legacy systems into composable building blocks where AI services for personalization, pricing, and content operate as independent, interoperable microservices.

How we help:  We compose modular AI services across the core commerce stack (PIM, payments, search, pricing, and content) by identifying the technology partners that best fit your business. Integrating best-of-breed capabilities into enterprise ecosystems such as commercetools, Salesforce, SAP, Adobe, and Magnolia. Where off‑the‑shelf solutions fall short, we build domain‑specific AI microservices to implement tailored business logic.

What you get: A scalable, reliable platform where AI services can be updated or expanded without impacting your core commerce engine.

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AI‑Augmented CRM & Loyalty

Anticipate your customers' needs and prevent churn before it happens. We combine predictive modeling with emotional intelligence to enhance your CRM.

How we help: We implement Predictive Churn and CLV models to identify high‑value moments and risks. By using a Customer Data Platform (CDP) like Salesforce Data Cloud (Data360) or Tealium, we unify your data pools to power Salesforce Agentforce. This allows us to automate real‑time hyper‑personalization through dynamic segmentation, next‑best‑actions, and individualized content across marketing, commerce, and service. It also supports predictive retention and value growth with models for churn, Customer Lifetime Value, affinity, and propensity.

What you get:A proactive loyalty engine that strengthens relationships and builds community through anticipatory engagement, hyper-personalized experiences and emotionally intelligent interactions.

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Human‑Centred AI

Design AI that people actually trust and want to use. We apply proven Human-Centred Design principles to AI-driven systems ensuring your AI features stay intuitive, transparent, and aligned with real human needs.

How we help: We identify meaningful AI use cases through user research, co-creation, and context analysis. We design clear, supportive AI interactions that account for the unique unpredictability of AI-driven systems, and embed explainability, feedback loops, and user control to build genuine trust. Through iterative prototyping and user testing, we validate usability and acceptance in real-world contexts. We also enable your teams to apply Human-Centred Design methods to AI ensuring sustainable, user-focused development long after we're gone.

What you get: AI features that are intuitive, trustworthy, and truly valuable. Precise enough to scale, human enough to connect, and designed to amplify the one thing AI will never replace: the human element.

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How to get started

Our AI Commerce Experience products

AI Commerce Experience

NEVO - Conversational AI

Your personal conversational sales assistant for e-commerce, built on agentic AI.
Discover Nevo

Benefits of our customer experience consulting

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Higher conversion and stronger customer loyalty

Make purchasing decisions easier with personalized recommendations, dynamic interfaces, and conversational guidance. Reduce friction and abandonment while creating relevant experiences that keep customers coming back.

Element 2@2x

Intelligence across the entire customer journey

Move beyond isolated AI features. Connect data, channels, and processes from product discovery and purchase through CRM, loyalty, and service.

Element 3@2x

AI Commerce Experience end-to-end

Get consulting, experience design, and technical implementation from one partner, from research and prototyping to integration across your commerce, CRM, and data landscape. Turn a relevant use case into an implemented solution.

Element 4@2x

Start with the right priorities and scale

Invest where customer experience creates real value. With more than 30 years of commerce experience, vendor-neutral consulting, a strong partner network, and global delivery, we implement the right solution efficiently.

Working with Diconium allows us to visualize the future potential of AI across our commerce platform. The concept study clearly demonstrates how we can create personalized, real-time experiences for our customers, an important building block in the continued evolution of uCommerce.
Peter_Wei-1

Peter Weisbach,

Senior Vice President uCommerce, CANCOM SE

Start into the new era of commerce with us

Choose the entry point that best fits your current situation. We will get back to you with concrete next steps within 2-3 business days.

FAQ

What does customer experience mean in e-commerce?

Customer experience includes every interaction a customer has with a company throughout the customer journey, from product discovery and guidance to purchase, service, and loyalty. The key is for touchpoints, content, processes, and systems to work together as one connected experience.

How does AI improve the customer experience in e-commerce?

AI can adapt content, recommendations, and interfaces to a customer’s current purchase intent and context. It supports product discovery, simplifies complex decisions, and enables more relevant interactions throughout the customer journey.

How can AI increase e-commerce conversion?

AI helps customers find the right product faster and make decisions with greater confidence. Personalized recommendations, conversational guidance, and dynamic interfaces reduce friction and abandonment. Data quality and access to relevant product, marketing, and service information also influence whether AI systems consider and recommend products.

What are generative user interfaces?

Generative user interfaces dynamically adapt content, functionality, and presentation to a user’s current intent. Instead of showing every customer the same static interface, they create an individualized experience with the information and offers that matter in that moment.

What is conversational commerce?

Conversational commerce turns product discovery and shopping guidance into a dialogue. Customers can ask questions in natural language, compare products, and move step by step toward the right solution through chat, voice, or other intelligent interfaces.

How does AI improve customer loyalty?

AI connects customer, commerce, and behavioral data to identify relevant moments earlier and tailor interactions more precisely. CRM and loyalty become more important because every direct interaction should build trust, deliver on the brand promise, and create reasons to buy again.

What is Human-Centered AI?

Human-Centered AI combines artificial intelligence with human-centered design principles. AI systems are designed so their interactions remain understandable and controllable while supporting people in meaningful ways. This includes user research and testing, clear decision boundaries, and planned handoffs to human advisors.

Should AI completely replace personal guidance?

No. AI can reliably handle simple, repetitive tasks. For complex, emotional, or high-risk decisions, human accountability and personal support remain essential. Companies should decide early where AI can lead and when a person needs to take over.

How can AI be integrated into existing commerce systems?

AI applications require structured data, connected systems, and suitable interfaces. A shared data and context layer connects commerce, CRM, product data, and other systems, enabling consistent customer journeys.

How does Diconium improve customer experience with AI?

Diconium supports companies from customer journey analysis and use-case selection through experience design, prototyping, and technical implementation. We connect customer experience, commerce, data, and AI to create seamless, relevant shopping experiences rather than isolated features.