Miamo: Technology Innovation & AI Transformation
Selected results shared with client permission.
The company
Miamo is an Italian functional cosmetics brand. As CIO (Technology Innovation Director) and Digital Director, I lead the company’s technology and innovation strategy.
The challenge
Integrate Artificial Intelligence with core enterprise platforms, specifically Salesforce CRM and Magento, transforming pre- and post-sale digital processes and building internal technology innovation capability.
The approach
Salesforce Service Cloud AI
The integration of Generative AI into Salesforce Service Cloud is the cornerstone project. The goal is to sustain brand growth while reducing the operational workload of the Customer Care and Digital Content Creation teams.
This is not about replacing people with AI, but about amplifying existing team capability, automating repetitive activities and focusing human work on high-value interactions.
Predictive analytics
Predictive models analyze customer behavior to anticipate needs and optimize business decisions. Predictive analytics is integrated into daily decision-making processes, not confined to a monthly report.
Virtual twinning
Virtual twinning applies digital models to business processes to simulate scenarios and optimize operations. This approach allows testing business hypotheses with real data before implementing changes.
Advanced BI and autonomous agents
The evolution of Business Intelligence and the construction of autonomous agents represent the project’s frontier. AI agents collaborate with human teams on operational activities, creating a hybrid model where intelligent automation frees time for strategic work.
The technology
- CRM: Salesforce Service Cloud with Generative AI
- E-commerce: Magento with AI integration
- AI/ML: predictive models, autonomous agents
- Data: data governance, advanced BI
- Process: virtual twinning, operational simulation
The results
The project has built an internal technology innovation capability that did not exist before. The Miamo AI department, founded and led as part of this role, consolidates technology competencies and accelerates the transition toward an AI-driven business model.
Key results include improved customer experience, increased operational efficiency and the creation of an innovation culture that promotes collaboration between technology, marketing and customer experience.
Key takeaways
- Enterprise AI works when integrated into existing platforms, not when it is a separate project
- Data governance is a prerequisite, not an afterthought
- Change management is as important as the technology
- An internal AI department builds competencies that an external vendor cannot replace