Loyalty360 Reads: January 22 | Lowe’s Working with Google Cloud on Customer Experience, Love’s Previews Growth, and More

Customer Experience

Google Cloud Helps Lowe’s Build a True ‘Channel-less’ Customer Experience

Google Cloud and Lowe’s recently announced they are creating “a best-in-class technology foundation to help Lowe’s deliver exceptional customer experiences and empower store associates with tools to better serve customers, regardless of how they shop,” according to a Google release. This will include new investments toward modernizing Lowes’ e-commerce, merchandising, supply chain management, and pricing systems, with the goal of providing a more fluid, “channel-less” customer experience. “We are making substantial investments in technology to modernize our platforms and advance our digital capabilities to better serve customer needs and deliver the best service and value across every channel,” Seemantini Godbole, executive vice president and chief information officer of Lowe’s, said in the release. “Partners like Google Cloud provide the innovative tools and support we need to execute our digital transformation.”


Love’s Travel Stops previews 2020 growth, customer-experience initiatives

Love’s Travel Stops & Country Stores recently announced it plans to open up to 40 stores and add about 3,000 parking spots and 2,500 jobs this year. Love’s opened its 500th store and raised a record $3.75 million for Children’s Miracle Network Hospitals during its annual campaign in 2019. “We enter 2020 with lots of momentum that we'll continue through customer-experience enhancements, product offerings and the best value on the road,” Love's President Shane Wharton said in a company release. “We'll open stores from coast to coast, continue to provide products and services that our customers depend upon and enhance our reputation as the company known for Highway Hospitality.” Additional expected plans include continuing to enhance the Love's Connect mobile app and unveiling a mobile app for Love’s Financial.



Amazon working to connect credit card information to your hand

According to the Wall Street Journal, Amazon is attempting to turn your hand into a credit card. Amazon, working to allow customers to connect their credit card information to their palms, has filed a patent for a "non-contact biometric identification system.” Similar technology already is in use in financial services, with iProov introducing a palm verification service in February 2019. The WSJ reported Amazon is working with Visa on the project, with Mastercard, JPMorgan and Wells Fargo also involved in preliminary discussions.


Pandora to set up new digital group

Pandora is creating a group to boost its digital presence, omnichannel expertise and use of data. Software engineers, designers and analysts, located at the company’s Copenhagen headquarters, will focus on digital customer experience and driving sales through digital channels. The group also will improve Pandora’s ability to gather customer data and use it for better personalization of the customer experience. “How we derive the benefits from technology and data to create a great customer experience is key for us as a global brand. Today marks the next stage in Pandora’s digital transformation, as we make this significant investment in our technological capabilities,” David Walmsley, Chief Digital and Omnichannel Officer, said in a company release. Pandora expects to hire around 80 new employees in 2020 and expand further in 2021.


Corporate Social Responsibility

Greif Earns Two Recognitions for Corporate Social Responsibility Performance

Greif, Inc., an industrial packaging products and services company, was recognized twice in December 2019 for its corporate social responsibility efforts. MSCI gave Greif an “A” rating in sustainability performance – reflecting the company’s attempt to reduce its environmental impact and advancing responsible business practices. Additionally, Newsweek placed Greif on its premiere list of America's Most Responsible Companies 2020. “We are proud that Greif was again recognized for our leadership in corporate social responsibility," Pete Watson, Greif's President and Chief Executive Officer,” said in a company release. “Our global team is focused on being a leader in sustainable business performance and we appreciate that our progress is being recognized by respected outside organizations.”

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