Conversational Commerce: At Lowe's, digital development isn't all about that tech
Augmented reality, virtual reality and artificial intelligence are all defining the home improvement retailer's future. But there's one thing that's more important.
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They say the amount of change that's happened since 2000 outstrips the amount of change that has occurred within the entire last century.
If you ask Gihad Jawhar, head of digital development at Lowe's, the pace of change will only accelerate in the next decade. And it's his job to place his bets in the right spaces now to keep the home improvement retailer ahead of the curve in the future.
To him, augmented reality and virtual reality are just two tools that will help keep the company relevant — just so long as they're being used to make life easier for customers and employees. This time on the podcast, Retail Dive Reporter Corinne Ruff sat down with Jawhar to talk about the interplay between technology and customer experience.
"It's about elimination of the friction points of traditional retail and we need to transform what retail is about," he said. "There's many accepted things that happen in the brick-and-mortar retail space that shouldn't be accepted. With the location awareness, mobility of it, AI and where that's headed, now virtual reality, augmented reality — [technology] is just a an outstanding tool to solve customer problems."
This episode of Conversational Commerce is brought to you by Synchrony. You can learn more about Synchrony’s data, analytics and insights on store experiences and customer engagement here. Synchrony has no influence over Retail Dive's coverage, and content does not reflect the views or opinions of Synchrony or its employees.
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