This episode features Joe Cano, SVP of Digital Commerce at Lowe's, discussing the company's digital transformation, focusing on the successful launch and expansion of its marketplace. He highlights the importance of customer obsession, adapting to change, and leveraging consumer data to drive omnichannel growth. The conversation provides valuable insights into building and scaling a robust digital commerce strategy within a large retail organization.
Key takeaways
Lowe's leverages its marketplace to fill product white spaces identified through null searches, offering a wider assortment to meet customer demand beyond in-store offerings.
The marketplace success has led to bringing top-selling online items into physical stores, demonstrating a strategy for scaling smaller brands and creating an omnichannel experience.
Lowe's emphasizes customer obsession and embracing change as core tenets for innovation, even for a century-old company.
The AI-powered tool, Milo, reduces reliance on human agents by providing instant solutions for customer inquiries, from order tracking to DIY project guidance, improving efficiency and customer satisfaction.
Joe Cano's diverse career in retail, spanning luxury to mass markets and startups, illustrates the value of varied experience in building a comprehensive understanding of customer needs and market dynamics.
Digital transformation in retail is no longer optional, and few leaders have had a front-row seat to its evolution quite like Joseph Cano, senior vice president of digital commerce at Lowe’s. With technology evolving daily and customer expectations rising just as fast, success comes down to one thing — staying relentlessly focused on the customer. That mindset has shaped every step of Cano’s career, with each experience reinforcing the same lesson: When the customer is at the center, navigating new business models and constant disruption becomes easier.(00:00:00) From retail stores to digital leadership(00:07:19) Launching Lowe’s Marketplace at speed(00:10:13) How AI is reshaping the customer experience(00:16:00) A leadership style built on trust and transparency(00:18:59) Inside the culture driving Lowe’s forward(00:21:25) Staying ahead in a constantly evolving retail landscape(00:23:51) A 10-year prediction for the future of retailThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Lowe’s Mylo AI Shopping Assistant• Lowe’s Marketplace• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find m
What does this episode say about retail & omnichannel?
Lowe's leverages its marketplace to fill product white spaces identified through null searches, offering a wider assortment to meet customer demand beyond in-store offerings.
What does this episode say about brand & content?
The marketplace success has led to bringing top-selling online items into physical stores, demonstrating a strategy for scaling smaller brands and creating an omnichannel experience.
What does this episode say about ai & automation?
Lowe's emphasizes customer obsession and embracing change as core tenets for innovation, even for a century-old company.
What does this episode say about amazon & marketplaces?
The AI-powered tool, Milo, reduces reliance on human agents by providing instant solutions for customer inquiries, from order tracking to DIY project guidance, improving efficiency and customer satisfaction.
What does this episode say about retail & omnichannel?
Joe Cano's diverse career in retail, spanning luxury to mass markets and startups, illustrates the value of varied experience in building a comprehensive understanding of customer needs and market dynamics.
