Case Study: MYER boosts conversions and slashes zero-result searches with Crownpeak AI Search

Enhancing Myer’s Online Customer Experience with AI Search

Myer, one of Australia’s leading department stores with 56 locations and a broad online range across fashion, beauty, homewares and more, faced the challenge of serving more than 68 million annual searches that used diverse, regional and evolving terms (e.g., “swimmers,” “togs,” “bathers”). The retailer needed to help customers find the right products faster, deliver personalized search results and reduce search friction to boost satisfaction and conversions.

By implementing Crownpeak’s AI Search—an NLP- and image-aware, self-learning search solution—Myer delivered hyper-relevant results regardless of phrasing and automated ongoing optimizations. Over a 16-week analysis, zero-result searches fell 93%, “add to bag” actions rose 14%, e-commerce conversions improved 11.8%, rephrased searches dropped 16%, result-page views per search increased 10.4%, and teams gained actionable insights and operational time savings.

MYER

Dominic Morgan

Senior Product Manager