{"id":77571,"date":"2024-05-22T05:00:00","date_gmt":"2024-05-22T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=77571"},"modified":"2024-09-16T06:19:55","modified_gmt":"2024-09-16T13:19:55","slug":"miller-knoll-customer-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/miller-knoll-customer-news\/","title":{"rendered":"Salesforce Helps MillerKnoll Design AI-Powered, Modern Shopping Experiences"},"content":{"rendered":"\n<p><a href=\"https:\/\/www.millerknoll.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">MillerKnoll<\/a>, a collective of brands that design and manufacture furnishings for office and home, is using Salesforce across brands including <a href=\"https:\/\/www.dwr.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Design Within Reach<\/a> (DWR), <a href=\"https:\/\/store.hermanmiller.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Herman Miller<\/a>, and <a href=\"https:\/\/www.knoll.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Knoll<\/a> to deliver AI-powered, actionable insights, cross-brand unified experiences, and tailored communications to shoppers across channels.&nbsp;<\/p>\n\n\n\n<p><strong>The challenge:<\/strong> Starting in 2020, MillerKnoll experienced a dramatic surge in online demand driven by homeowners prioritizing home improvement. To accommodate this increase in online sales, and support their 42 retail studios more effectively, MillerKnoll turned to Salesforce to modernize their processes and the DWR online experience.&nbsp;<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tGrow revenue everywhere with Commerce Cloud.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Scale commerce with confidence on the most complete platform, powered by Einstein 1 \u2014 the #1 AI CRM and trusted platform for your customer data.<\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/commerce\/?d=cta-body-promo-8%20\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE <\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>The impact:<\/strong> By leveraging Salesforce solutions \u2013 including <a href=\"https:\/\/www.salesforce.com\/form\/commerce\/conf\/commerce-cloud-overview-demo\/?leadcreated=true&amp;redirect=true&amp;sfuuid=947c074b-e2a8-49e3-ad9a-d964c772d8be&amp;d=7013y000002ExfZAAS&amp;nc=7013y000002EyS2AAK&amp;utm_source=google&amp;utm_medium=paid_search&amp;utm_campaign=21128504065&amp;utm_content=7013y000002ExfZAAS&amp;utm_term=salesforce+connected+commerce&amp;gclid=Cj0KCQjw_-GxBhC1ARIsADGgDjvwxtMeoLVa4Jc0S9tDSEmIroE5Ysy3VahtKwoPfu2EBjd6jsU89sMaAnjVEALw_wcB\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Commerce Cloud Einstein<\/a>, <a href=\"https:\/\/www.salesforce.com\/products\/marketing\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Marketing Cloud<\/a>, <a href=\"https:\/\/www.google.com\/aclk?sa=l&amp;ai=DChcSEwiL76HVyPqFAxVF1cIEHWSDDm0YABAAGgJwdg&amp;ase=2&amp;gclid=Cj0KCQjw_-GxBhC1ARIsADGgDjuYkYxKYs_k1qUE14Z_tL6wBbx8bM7hnfEOaLq23o3OAMXd2iDszGMaAqEXEALw_wcB&amp;sig=AOD64_2H-KpC7iUV41HrEAGx_f7_GV4BHQ&amp;q&amp;nis=4&amp;adurl&amp;ved=2ahUKEwif4ZnVyPqFAxXQAzQIHSeUAfAQ0Qx6BAgJEAE\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, and <a href=\"https:\/\/www.google.com\/aclk?sa=l&amp;ai=DChcSEwi_gefByPqFAxVhGq0GHYo4AccYABAAGgJwdg&amp;ase=2&amp;gclid=Cj0KCQjw_-GxBhC1ARIsADGgDjvPvM7rD4barl42Uf9Miic44PK4hY24-PMLcojYZZE1YEg0hkg8hiwaAnZJEALw_wcB&amp;sig=AOD64_3whN2ovHqeI7NYeuG60fFQB6WxbA&amp;q&amp;nis=4&amp;adurl&amp;ved=2ahUKEwik_97ByPqFAxXnHDQIHdNpAY0Q0Qx6BAgJEAE\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> \u2013 MillerKnoll transformed DWR, enhancing its look and feel, personalization capabilities, and sales metrics. Specifically, MillerKnoll focused on:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Thoughtful, frictionless website design: <\/strong>MillerKnoll enhanced the aesthetics and user interface of the DWR website with <a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=cc.b2c_commerce_cloud_einstein.htm&amp;language=en_US&amp;type=5\" target=\"_blank\" rel=\"noreferrer noopener\">Commerce Cloud Einstein<\/a>, creating a visually appealing shopping experience with automated, AI-powered product merchandising.&nbsp;<\/li>\n\n\n\n<li><strong>Personalized shopping experiences: <\/strong>MillerKnoll uses AI-powered product recommendations that are grounded in customer and company data, suggesting designs to DWR customers based on their browsing history, preferences, and behaviors. Live Chat powered by <a href=\"https:\/\/www.google.com\/aclk?sa=l&amp;ai=DChcSEwiL76HVyPqFAxVF1cIEHWSDDm0YABAAGgJwdg&amp;ase=2&amp;gclid=Cj0KCQjw_-GxBhC1ARIsADGgDjuYkYxKYs_k1qUE14Z_tL6wBbx8bM7hnfEOaLq23o3OAMXd2iDszGMaAqEXEALw_wcB&amp;sig=AOD64_2H-KpC7iUV41HrEAGx_f7_GV4BHQ&amp;q&amp;nis=4&amp;adurl&amp;ved=2ahUKEwif4ZnVyPqFAxXQAzQIHSeUAfAQ0Qx6BAgJEAE\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> enables customers to easily connect with a DWR design expert to answer any product questions they might have.<\/li>\n\n\n\n<li><strong>Campaign experimentation: <\/strong><a href=\"https:\/\/www.salesforce.com\/products\/marketing\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Marketing Cloud<\/a> enables MillerKnoll to develop targeted campaigns on DWR that are tailored for specific audience segments. Depending on how the campaigns perform, the company might consider expanding them to other MillerKnoll brands. The company is also working with <a href=\"https:\/\/www.google.com\/aclk?sa=l&amp;ai=DChcSEwi_gefByPqFAxVhGq0GHYo4AccYABAAGgJwdg&amp;ase=2&amp;gclid=Cj0KCQjw_-GxBhC1ARIsADGgDjvPvM7rD4barl42Uf9Miic44PK4hY24-PMLcojYZZE1YEg0hkg8hiwaAnZJEALw_wcB&amp;sig=AOD64_3whN2ovHqeI7NYeuG60fFQB6WxbA&amp;q&amp;nis=4&amp;adurl&amp;ved=2ahUKEwik_97ByPqFAxXnHDQIHdNpAY0Q0Qx6BAgJEAE\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> to track leads, manage accounts, and close deals efficiently across all of its brands.<\/li>\n<\/ul>\n\n\n\n<p><strong>Customer perspective: <\/strong>\u201cWe knew we needed to offer a white glove experience to shoppers,\u00a0personalized to each and every customer to meet their unique needs. Embracing Salesforce\u2019s AI-powered capabilities has given us an opportunity to create a unified experience across our portfolio of brands, including Herman Miller, Design Within Reach, and Knoll. We\u2019re already seeing the increase in online sales and customer delight.\u201d \u2013 Frank DeMaria, Vice President of Digital Engineering &amp; Platforms at MillerKnoll<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Embracing Salesforce\u2019s AI-powered capabilities has given us an opportunity to create a unified experience across our portfolio of brands, including Herman Miller, Design Within Reach, and Knoll.<\/p>\n<cite>Frank DeMaria, Vice President of Digital Engineering &amp; Platforms at MillerKnoll<\/cite><\/blockquote>\n\n\n\n<p><strong>Salesforce perspective: <\/strong>\u201cWe\u2019re proud to partner with visionary companies like MillerKnoll, whose dedication spans designing high quality products to always putting their shoppers first. By modernizing their online experience, MillerKnoll continues to deliver elevated customer touchpoints that match the caliber of the company\u2019s iconic furniture designs.\u201d \u2013 Michael Affronti, SVP &amp; GM of Commerce Cloud at Salesforce<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"91836\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/google-universal-commerce-protocol-support-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Support for Google&#039;s Universal Commerce Protocol\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=300&amp;h=169 300w, 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read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/77571\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-further\"><strong>Go further:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Follow news from <a href=\"https:\/\/www.salesforce.com\/connections\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Connections 2024<\/a>, taking place May 22 and 23, 2024 in Chicago&nbsp;<\/li>\n\n\n\n<li>Learn more about Commerce Cloud Einstein <a href=\"https:\/\/help.salesforce.com\/s\/articleView?language=en_US&amp;id=cc.b2c_commerce_cloud_einstein.htm&amp;type=5\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n\n\n\n<li>Learn about the future of business with CRM + AI + Data + Trust <a href=\"https:\/\/www.salesforce.com\/news\/ai-data-crm-media-resource\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>MillerKnoll, a collective of brands that design and manufacture furnishings for office and home, is using Salesforce across brands including Design Within Reach (DWR), Herman Miller, and Knoll to deliver AI-powered, actionable insights, cross-brand unified experiences, and tailored communications to shoppers across channels.&nbsp; The challenge: Starting in 2020, MillerKnoll experienced a dramatic surge in online [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":77576,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1735],"sf_theme":[1912],"sf_topic":[1737,1744,1726],"sf_product":[1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[13879],"sf_visibility":[],"coauthors":[],"class_list":["post-77571","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-highlights","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-customer-success","sf_topic-digital-transformation","sf_product-salesforce-platform","sf_location-global","sf_collection-connections-2024"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Helps MillerKnoll Design AI-Powered, Modern Shopping Experiences - Salesforce<\/title>\n<meta name=\"description\" content=\"MillerKnoll, a collective of brands that design and manufacture furnishings for office and home, is using Salesforce across brands including Design Within\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/news\/stories\/miller-knoll-customer-news\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Helps MillerKnoll Design AI-Powered, Modern Shopping Experiences\" \/>\n<meta property=\"og:description\" content=\"MillerKnoll, a collective of brands that design and 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