Marvin Ellison, CEO of Lowe’s, emphasizes the importance of maintaining customer focus amid AI disruption in retail. He argues that while AI will significantly impact jobs by 2025, businesses that stay closely connected to their customers’ needs will thrive. Ellison highlights that AI should be viewed as a tool to enhance customer service rather than completely replace human interaction. He shares his experience of starting as a security guard at Target and rising to CEO at Lowe’s, using this background to stress the importance of understanding ground-level customer interactions. The CEO warns against over-relying on technology at the expense of customer relationships, suggesting that successful companies will be those that balance AI implementation with maintaining personal connections. Ellison predicts that while AI will eliminate some jobs, it will also create new opportunities, particularly in roles that require emotional intelligence and customer service skills. He emphasizes that Lowe’s approach to AI adoption focuses on augmenting human capabilities rather than replacing workers entirely. The article concludes with Ellison’s advice to business leaders to remain grounded in customer needs while embracing technological advancement, suggesting that this balanced approach is crucial for long-term success in an AI-transformed retail landscape.
Source: https://www.businessinsider.com/lowes-ceo-advice-stay-close-to-customer-ai-job-disruption-2025-6