Lowe’s Companies has successfully leveraged innovative technology solutions to drive digital transformation, improving customer experience, operational efficiency, and sales performance.
Lowe’s, in its earnings report, said sales for the fourth-quarter were $18.6 billion (up 0.2 percent), driven by high-single-digit Pro and online sales. Lowe’s operated 1,748 stores. Lowe’s is aiming to achieve sales of $83.5 billion – $84.5 billion in 2025 against $83.674 billion in 2024. Lowe’s is targeting capital expenditures of approximately $2.5 billion in 2025.
Lowe’s remains committed to leveraging technology to enhance the shopping experience, drive operational efficiencies, and strengthen customer engagement, ensuring continued growth in both digital and physical retail spaces.
Lowe’s digital transformation initiatives are led by Seemantini Godbole, Chief Digital and Information Officer. She is responsible for technology strategy, product road maps and development, and technology operations across all channels, including digital, while also overseeing the customer experience on Lowes.com.
Below are key areas of focus and achievements:
Digital Transformation and AI Integration
Lowe’s has enhanced its online presence, leading to increased online sales and improved customer service efficiency.
The upcoming launch of the AI-powered Home Improvement Virtual Adviser on Lowes.com, in collaboration with OpenAI, will provide project know-how and product recommendations, streamlining the customer journey from advice to checkout.
Associates utilize the same AI technology in their store companion app, ensuring a seamless and informed customer interaction experience.
Loyalty Program Enhancements
The MyLowe’s Rewards DIY loyalty program has grown to 30 million members, who outspend non-members by nearly 50 percent.
The redesigned Pro Loyalty program, MyLowe’s Pro Rewards, now caters specifically to small-to-medium professional customers, offering exclusive perks, volume discounts, and a suite of business solutions.
Both loyalty programs run on the same platform and currency (MyLowe’s Money), simplifying the customer experience and enhancing marketing effectiveness through better data utilization.
Operational Efficiency and Freight Flow Improvements
Lowe’s has optimized its freight flow process using advanced technology, redesigned labels, and efficient cart-loading techniques, reducing manual handling and improving shelf stocking speed.
Enhanced visibility tools allow associates to track incoming shipments, enabling faster and more precise product placement.
E-Commerce and Omnichannel Success
Online sales grew by 9.5 percent in Q4, driven by an improved user experience, enhanced AI features, and same-day delivery options.
Lowe’s has achieved record-breaking sales during Black Friday and Cyber Monday, indicating strong customer engagement with digital initiatives.
The Lowe’s mobile app has been recognized by Forrester as the overall digital experience leader in U.S. retail mobile apps, with AI-enabled solutions such as Style Your Space helping customers visualize home improvements.
Buy Online Pickup in Store (BOPIS) process enhancements led to higher customer satisfaction scores, making in-store pickup faster and more efficient.
Investment in Technology and Future Growth
Lowe’s has invested $548 million in tech-driven productivity projects and key growth initiatives during the last quarter of 2024. Lowe’s Innovation Labs accelerates the futureof home improvement retail－ through the lens of emerging technology.
By integrating omnichannel experiences, AI-driven tools, and enhanced loyalty programs, Lowe’s continues to position itself as a leader in home improvement retail.
Lowe’s, a Fortune 50 retailer, continues to position itself as a leader in home improvement retail by integrating omnichannel experiences, AI-driven tools, and enhanced loyalty programs.
Baburajan Kizhakedath
