Shapers of the Future: The Customer Understanders - Fielmann wins back disaffected customers with digital tools
Every year, the optician lost 700,000 customers due to waiting times that were too long. With the help of AI, Fielmann is now simplifying eye checks and glasses purchases, and has thus increased its market share.
Fielmann's flagship store in Hamburg's Mönckebergstraße serves nearly 45,000 people a year, with 1,200 to 1,500 customers visiting daily. The optician's branch, which has 90 employees, generates double the annual revenue of its previous 5 million euros with 110 employees. Fielmann, a leading optician with over 600 locations in Germany, has implemented digital tools and artificial intelligence to minimize wait times and improve service quality.
The company's digital strategy has contributed to a record 2.4 billion euros in revenue and 205 million euros in annual surplus in 2025, a 7.4% and 33% increase respectively. Fielmann aims to reach 4 billion euros in revenue by 2030.
Written by urgent.news from Handelsblatt's report — not a translation of it. Machine-written — may contain errors; check the original before relying on it.
