Total Retail Talks How Lowe’s is Reimagining the Digital Customer Journey
7 snips
Nov 24, 2025 Joe Cano, Senior Vice President of Digital Commerce at Lowe's, shares insights on transforming the digital shopping journey for DIYers and pros. He explains how Lowe's utilizes real-time data for personalized experiences and introduces Milo, an AI tool offering step-by-step guidance and product recommendations. Cano discusses strategies for improving product discovery, vetting sellers in their closed marketplace, and enhancing fulfillment options like two-hour delivery. His insights into loyalty programs reveal techniques to drive repeat business.
AI Snips
Chapters
Transcript
Episode notes
Distinct Paths For DIY And Pro Shoppers
- Lowe's separates digital experiences for DIY and Pro customers to surface highly relevant products and reorders.
- The company aims to guide customers with 'next best action' recommendations across the journey.
Leverage AI Assistants To Boost Conversion
- Use AI assistants to reduce shopper uncertainty and increase conversion by giving step-by-step help and product recommendations.
- Promote tools like Milo to surface tutorials and higher purchase likelihood for users who engage with them.
Guide Customers From Outcome To Parts
- Many customers know the desired outcome but not the parts or steps, so Lowe's asks diagnostic questions and surfaces guided solutions.
- They combine browsing signals, chat prompts, and follow-ups to raise conversion and measure Likelihood To Recommend (LTR).