Dive Brief:
- Lowe’s AI investments are driving improved sales online and customer metrics in stores, President and CEO Marvin Ellison said on a Q1 2026 earnings call Wednesday. The results suggest that “a well-designed agentic AI experience can be a clear driver in the purchasing decision.”
- Customers who use the Mylow AI shopping assistant online convert at three times the rate of customers who don’t use the tool, according to Ellison. Mylow handles more than 1 million customer inquiries per month.
- Mylow Companion, an AI tool designed to support associates and help them assist customers, is driving a 2% increase in in-store customer satisfaction scores when used, according to Ellison.
Dive Insight:
Lowe’s is aiming to build relationships with its DIY customers, and AI is just one element of the strategy. The home improvement’s associates and loyalty program also have roles to play.
While many of Lowe’s CX upgrades have been focused on courting professional contractors, the retailer sees amateur home improvement projects as essential to its future, according to Ellison.
“We're just embracing the fact that the majority of our customers are do-it-yourself customers, and we think that this is something that's unique and differentiated that doesn't exist in the marketplace,” Ellison said on the call. “But it's early. It's a long-term play.”
One area seeing positive comparable sales is appliances, where Lowe’s has positioned itself for a strong omnichannel experience, according to EVP of Merchandising William Boltz. The retailer is positioning itself as a destination for urgent replacements, as about 7 in 10 appliances are purchased under duress.
“Customers can research appliances online, come into the store and work with a knowledgeable red vest associate, and then choose to complete the transaction wherever and however they prefer,” Boltz said. “This is where Lowe's continues to stand out.”
Lowe’s is also the only retailer that can deliver and install a major appliance the next day in almost any U.S. ZIP code, according to Boltz.
The company is adding new features to the MyLowe’s Rewards program aimed at DIY customers as well. In March, Lowe’s launched HomeCare+, a paid subscription that offers members two in-home visits per year for assistance with tasks like HVAC air filter replacement or electric water heater flushing.
“We think it gives us a unique opportunity to leverage our loyalty platform, MyLowe's Rewards, offering a unique subscription service at a great value, leveraging trained local associates that customers will now trust and have confidence in,” Ellison said.
Lowe’s is already benefiting from its home services and appliances businesses, according to Ellison. And while the home improvement retailer is shoring up its DIY customer relationships, its current strength with professional contractors was a major contributor to its solid results.
Comparable sales rose 0.6% year over year in the first quarter of 2026, according to an earnings report. Net sales rose 10.3% year over year to $23.1 billion.
