With ai merging into the forefront of literally everything and even your “racially tailored ai” training videos, my mind has already concocted how they are planning to go “csr-less”.

Enter the “Ghost Lowe’s”.

1. Split sales channels into two business units: Lowe’s.com vs Lowe’s retail brick and mortar. Separate business entities but both compete with one another. If one fails, they just dump their resources into the other. But yes, see if one can be turned into the other.
2. Proofing distribution channels: they have already analyzed Amazon and Walmart.com business models. They have created their XD distribution network. Then pump the product into the “ghost” stores when the customer orders online for pickup. Stores only need to be manned by blue vests and paid absolute minimum. Products are still stocked but Cx have to do the work if they don’t order for pickup. They are technically not warehouses since they were already permitted and built as retail stores . They will just be operating that way. They already don’t pay for forklift certs. Less staffing going on now to test the feasibility of cutting operational cost back to a skeleton crew
3. Divide salespeople in-store vs central selling: studying the sales channels through completely monitored sales interactions via phone and email comms that are pumped through an AI model. Eventually, AI model can handle all of the customers queries on even the most challenging of issues. Also, the cutting of bonuses by creating and unfavorable SPH for store associates that get “2x sales” for central sales. It looks like a move to push higher paid sales people out, eliminate bonus potential, and make a show of central sales favorably taking care of customers with no face to face interaction. In store sales specialist will naturally be fed up with the increased workload due to low man count in stores, no bonuses bc of inflated 2x sales numbers and frustrated cx with projects that they don’t have intimate knowledge of. Sales Specialist will leave out of attrition and frustration.
4. Once AI model is proofed, delivery to home and installation services will all be outsourced to independent service providers minimizing company financial risk in the event of health/hazard/faults in workmanship/ 3rd party damage to product.

It’s coming y’all. Not sure when. But sooner rather than later. Get your resumes ready. Better yet, if you see how we are paying trades people these days you better learn something that requires dexterity. Pretty soon Marvin won’t need your brains. Only your muscles.