Dive Brief:
- Lowe’s deployment of Mylow Companion, an AI-powered app designed to support associates, led to higher satisfaction scores, according to executives on a Q2 2025 earnings call Wednesday.
- The home improvement retailers’ workers have adopted the app faster than expected, according to EVP of stores Joe McFarland. Mylow Companion is helping new hires build confidence while letting veteran associates expand their knowledge across departments.
- Associates play a key role in the retailer’s strategy. “Their extensive knowledge of home improvement, relentless customer focus and willingness to adopt new technology are driving measurable impact across the business,” McFarland said during the call.
Dive Insight:
Lowe’s is leaning into the power of technology to drive better customer experiences for DIY and professional contractors alike.
Mylow Companion, which uses the same technology as the Mylow app, helps workers guide customers across departments, according to McFarland. For instance, a paint department associate can use it to calculate how much mulch a customer in the garden center needs for their project.
Customer satisfaction scores for associate helpfulness and knowledge in particular saw “significant” improvements since the rollout, according to McFarland.
Lowe’s agreement to acquire interior building products distributor Foundation Building Materials, which was announced Wednesday, also has a CX element — with an eye toward serving professional customers. The company’s MyFBM mobile app is “best in class,” Lowe’s President and CEO Marvin Ellison said.
The app offers real-time insights on pricing, inventory availability and order deliveries, according to Ellison. These features can be quickly plugged into Lowe’s own professional customer services.
“The ability to get [FBM] connected to our endless aisle at our pro desk from a product and fulfillment standpoint, we think will immediately benefit some of our medium pro customers and some of the large customers that come in that we can't service at a high level,” Ellison said during the call.
Lowe’s saw 1.1% comparable year-over-year sales growth in the second quarter of 2025, according to a company earnings report.
Digital sales were up 7.5%, according to Ellison. The channel’s performance benefited from more immersive shopping experiences and increased traction from the Lowe's Rewards loyalty program, which were points of focus during the first half of the year.
