“The most effective technology is technology that no one sees, is always behind the scenes, is always behind the curtain and all the customer knows is they’ve made this really simple. Our innovation is focused on making things simple, without putting it in front of the customer or the associates, and that’s what good innovation looks like.” Marvin Ellison. CEO, Lowe’s, 2021
Taking a consumer-centric approach, the tech-related initiatives that Lowe’s implemented over the past year have been in response to how the retailer could better serve its customers, giving them the ability to shop anywhere, anytime, and through the safest channel possible. Digital improvements put in place prior to the pandemic helped support the retailer’s digital business as more consumers shifted spending online, but they’ve also helped to alleviate friction points within a hybrid customer journey, where online-to-offline and vice versa shopping is now the reality. For Lowe’s, this translated into accelerating the launch of curbside pickup in 2020 rather than 2021 as initially planned, as well as developing apps for
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