Latest / Omni Talk Retail / Neelima Sharma & Joe Cano Explain How Lowe’s Is Personalizing the Home Improvement Journey | NRF

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Neelima Sharma & Joe Cano Explain How Lowe’s Is Personalizing the Home Improvement Journey | NRF · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone.
• 0:01
  Welcome
• 0:01
  back.
• 0:02
  We're
• 0:02
  still
• 0:02
  here
• 0:03
  out
• 0:03
  at
• 0:03
  NRF
• 0:04
  2026.
• 0:05
  This
• 0:05
  is
• 0:05
  Omnitalk
• 0:06
  Retail.
• 0:06
  I'm
• 0:06
  Anne
• 0:07
  Mazinga.
• 0:07
  And
• 0:07
  I'm
• 0:07
  Chris
• 0:08
  Walton.
• 0:08
  And
• 0:08
  we
• 0:08
  are
• 0:08
  coming
• 0:09
  to
• 0:09
  you
• 0:09
  live
• 0:09
  from
• 0:10
  the
• 0:10
  fusion
• 0:10
  booth,
• 0:11
  number
• 0:11
  4921.
• 0:13
  We
• 0:13
  have
• 0:13
  two
• 0:14
  very
• 0:14
  special
• 0:15
  guests,
• 0:15
  one
• 0:16
  returning
• 0:16
  guest
• 0:17
  and
• 0:17
  one
• 0:17
  first
• 0:18
  time
• 0:18
  guest
• 0:18
  from
• 0:19
  Lowe's.
• 0:20
  I'd
• 0:20
  like
• 0:20
  to
• 0:20
  introduce,
• 0:21
  standing
• 0:22
  right
• 0:22
  next
• 0:22
  to
• 0:22
  me
• 0:23
  first,
• 0:23
  Nelima
• 0:24
  Sharma,
• 0:25
  the
• 0:25
  SVP
• 0:26
  of
• 0:26
  tech
• 0:26
  technology
• 0:26
  for
• 0:27
  e
• 0:27
  commerce
• 0:27
  and
• 0:27
  omnichannel
• 0:28
  product
• 0:29
  at
• 0:30
  Lowe's.
• 0:30
  And
• 0:30
  then
• 0:31
  next
• 0:31
  to
• 0:31
  her
• 0:31
  we
• 0:32
  have
• 0:32
  Joe
• 0:32
  Cano.
• 0:33
  Joe
• 0:34
  is
• 0:34
  the
• 0:34
  SVP
• 0:35
  of
• 0:35
  digital.
• 0:36
  Welcome
• 0:36
  back
• 0:37
  to
• 0:37
  you
• 0:37
  both
• 0:38
  and
• 0:38
  thank
• 0:39
  you
• 0:39
  for
• 0:39
  taking
• 0:39
  the
• 0:39
  time.
• 0:40
  You,
• 0:40
  you've
• 0:40
  been
• 0:40
  all
• 0:41
  over
• 0:41
  nrf,
• 0:42
  so
• 0:42
  I'm
• 0:42
  really
• 0:42
  thankful
• 0:43
  that
• 0:43
  you
• 0:43
  can
• 0:44
  spend
• 0:44
  some
• 0:44
  time
• 0:44
  with
• 0:45
  us
• 0:45
  and
• 0:45
  our
• 0:45
  audience
• 0:45
  today.
• 0:46
  Yes.
• 0:46
  We're
• 0:46
  so
• 0:46
  excited
• 0:47
  to
• 0:47
  be
• 0:47
  here.
• 0:47
  Yes.
• 0:48
  Joe
• 0:48
  and
• 0:48
  I
• 0:48
  call
• 0:48
  ourselves
• 0:49
  the
• 0:49
  Digital
• 0:49
  Twins.
• 0:50
  Oh,
• 0:50
  that's
• 0:51
  a
• 0:51
  good
• 0:51
  name.
• 0:52
  That's
• 0:52
  a
• 0:52
  good
• 0:52
  name.
• 0:52
  Especially
• 0:52
  for
• 0:53
  Lowe's.
• 0:53
  I
• 0:53
  like
• 0:53
  that.
• 0:54
  All
• 0:54
  right,
• 0:54
  all
• 0:54
  right,
• 0:54
  all
• 0:54
  right,
• 0:55
  all
• 0:55
  right,
• 0:55
  all
• 0:55
  right.
• 0:55
  Well,
• 0:56
  like
• 0:56
  Ed
• 0:56
  said,
• 0:56
  we've
• 0:56
  interviewed
• 0:56
  you
• 0:57
  both
• 0:57
  before,
• 0:57
  so
• 0:58
  let's
• 0:58
  start
• 0:58
  with
• 0:58
  this
• 0:58
  because
• 0:59
  I
• 0:59
  think
• 0:59
  it's
• 0:59
  good
• 0:59
  to
• 0:59
  set
• 0:59
  the
• 1:00
  table
• 1:00
  on
• 1:00
  this
• 1:00
  question.
• 1:01
  Who
• 1:01
  owns
• 1:01
  what
• 1:02
  amongst
• 1:02
  these
• 1:02
  Digital
• 1:03
  Twins?
• 1:03
  Like,
• 1:04
  where
• 1:04
  do
• 1:04
  your
• 1:04
  words,
• 1:04
  where
• 1:05
  do
• 1:05
  your
• 1:05
  worlds,
• 1:05
  excuse
• 1:06
  me,
• 1:06
  overlap?
• 1:07
  And
• 1:08
  you
• 1:08
  know,
• 1:08
  is
• 1:08
  there
• 1:08
  any
• 1:08
  creative
• 1:09
  tension
• 1:09
  as
• 1:10
  this
• 1:10
  digital
• 1:10
  twin
• 1:11
  relationship
• 1:11
  continues
• 1:12
  to
• 1:12
  evolve?
• 1:12
  Neeliuma,
• 1:13
  let's
• 1:13
  start
• 1:13
  with
• 1:13
  you.
• 1:14
  You
• 1:14
  know,
• 1:14
  actually,
• 1:15
  I
• 1:15
  don't
• 1:15
  know,
• 1:15
  we
• 1:16
  call
• 1:16
  our
• 1:16
  worlds
• 1:17
  to
• 1:17
  overlap.
• 1:17
  I
• 1:18
  think
• 1:18
  we're
• 1:18
  like
• 1:18
  one
• 1:19
  world.
• 1:19
  Yes,
• 1:19
  one
• 1:20
  world.
• 1:20
  Okay.
• 1:21
  We're
• 1:21
  just
• 1:21
  making
• 1:21
  the
• 1:21
  whole
• 1:22
  world
• 1:22
  together.
• 1:22
  Like
• 1:23
  a
• 1:23
  black
• 1:23
  and
• 1:23
  white
• 1:23
  cookie.
• 1:24
  Yeah,
• 1:24
  yeah,
• 1:24
  yeah,
• 1:25
  yeah.
• 1:25
  All
• 1:25
  right.
• 1:26
  Exactly.
• 1:26
  We're
• 1:27
  all
• 1:27
  kind
• 1:27
  of
• 1:27
  marching
• 1:28
  together
• 1:28
  so
• 1:28
  that
• 1:28
  we
• 1:28
  could
• 1:29
  actually
• 1:29
  go
• 1:29
  deliver
• 1:30
  on
• 1:31
  yin
• 1:32
  and
• 1:32
  yang.
• 1:32
  Our
• 1:32
  goals,
• 1:33
  our
• 1:33
  objectives
• 1:33
  are
• 1:33
  OKRs,
• 1:34
  I.
• 1:34
  Would
• 1:34
  say
• 1:35
  because
• 1:35
  our
• 1:35
  teams
• 1:35
  are
• 1:36
  so
• 1:36
  ingrained
• 1:36
  within
• 1:36
  each
• 1:37
  other.
• 1:37
  Yeah.
• 1:37
  It's.
• 1:37
  Every
• 1:38
  decision
• 1:38
  we
• 1:38
  make
• 1:38
  is
• 1:39
  not
• 1:39
  a
• 1:39
  siloed
• 1:39
  of
• 1:40
  my
• 1:40
  decision
• 1:40
  and
• 1:40
  my
• 1:40
  team
• 1:41
  versus
• 1:41
  Nalima's
• 1:41
  team.
• 1:42
  It's
• 1:42
  our
• 1:42
  team.
• 1:42
  It's
• 1:42
  our,
• 1:43
  our
• 1:43
  teams
• 1:43
  are.
• 1:43
  I
• 1:44
  mean,
• 1:44
  every
• 1:44
  single
• 1:44
  meeting
• 1:45
  we
• 1:45
  have
• 1:46
  includes
• 1:46
  all
• 1:46
  of
• 1:47
  our
• 1:47
  team
• 1:47
  members,
• 1:47
  which
• 1:47
  is
• 1:47
  a
• 1:48
  amazing.
• 1:48
  And
• 1:48
  it's
• 1:48
  so
• 1:48
  funny
• 1:49
  that
• 1:49
  we
• 1:49
  find
• 1:49
  each,
• 1:50
  you
• 1:50
  know,
• 1:50
  ourselves
• 1:51
  completing
• 1:52
  each
• 1:52
  other's
• 1:52
  sentences.
• 1:53
  It's
• 1:53
  kind
• 1:53
  of
• 1:53
  weird
• 1:54
  sometimes.
• 1:55
  This
• 1:55
  is
• 1:55
  going
• 1:55
  to
• 1:55
  be
• 1:55
  a
• 1:55
  great
• 1:56
  interview.
• 1:56
  This
• 1:56
  can
• 1:56
  be
• 1:56
  good.
• 1:57
  But,
• 1:57
  but,
• 1:57
  but
• 1:58
  in
• 1:58
  all
• 1:58
  actuality
• 1:58
  though,
• 1:59
  just
• 1:59
  for
• 1:59
  the
• 1:59
  audience
• 1:59
  of
• 1:59
  our
• 2:00
  retail
• 2:00
  executives
• 2:01
  back
• 2:01
  at
• 2:01
  home,
• 2:01
  like
• 2:02
  one
• 2:02
  of
• 2:02
  you,
• 2:03
  like
• 2:04
  Lima,
• 2:04
  correct
• 2:04
  me
• 2:04
  from
• 2:05
  you
• 2:05
  focus
• 2:05
  more
• 2:05
  on
• 2:05
  the
• 2:05
  tech
• 2:06
  side
• 2:06
  of
• 2:06
  things.
• 2:06
  Right.
• 2:07
  So
• 2:07
  explain
• 2:07
  that.
• 2:08
  Yeah.
• 2:08
  So
• 2:08
  my
• 2:08
  team
• 2:09
  is
• 2:09
  responsible
• 2:09
  for
• 2:10
  building
• 2:11
  the
• 2:11
  technology,
• 2:12
  the
• 2:12
  architecture
• 2:12
  that
• 2:13
  goes
• 2:13
  with
• 2:13
  it,
• 2:14
  the
• 2:14
  experience,
• 2:15
  the
• 2:15
  product
• 2:15
  and
• 2:16
  the
• 2:16
  ux.
• 2:17
  And
• 2:17
  you
• 2:17
  know,
• 2:18
  so
• 2:18
  that's
• 2:18
  what
• 2:18
  we
• 2:19
  built.
• 2:20
  And
• 2:20
  Joe,
• 2:20
  you're
• 2:21
  the
• 2:21
  strategist.
• 2:21
  Right.
• 2:21
  So
• 2:22
  kind
• 2:22
  of
• 2:22
  strategy
• 2:23
  and
• 2:23
  front
• 2:23
  facing.
• 2:24
  So
• 2:24
  everything
• 2:24
  you
• 2:24
  see
• 2:24
  on
• 2:25
  the
• 2:25
  website,
• 2:25
  so
• 2:25
  things
• 2:26
  from,
• 2:26
  everything
• 2:26
  from
• 2:27
  PDP
• 2:28
  images,
• 2:28
  you
• 2:28
  know,
• 2:29
  my
• 2:29
  team
• 2:29
  can
• 2:29
  create
• 2:30
  that
• 2:30
  within
• 2:30
  our
• 2:30
  creative
• 2:31
  studios
• 2:31
  as
• 2:31
  well
• 2:32
  as
• 2:32
  saying,
• 2:32
  hey,
• 2:32
  what
• 2:32
  do
• 2:33
  customers
• 2:33
  want?
• 2:33
  What
• 2:33
  do
• 2:33
  they
• 2:34
  actually
• 2:34
  need?
• 2:34
  And
• 2:34
  then
• 2:34
  going
• 2:34
  to
• 2:34
  Lima
• 2:35
  and
• 2:35
  saying,
• 2:35
  this
• 2:35
  is
• 2:35
  the
• 2:35
  customer
• 2:36
  problem
• 2:36
  that
• 2:36
  we
• 2:36
  have.
• 2:37
  How
• 2:37
  can
• 2:37
  we
• 2:37
  actually
• 2:37
  build
• 2:38
  that
• 2:38
  tech
• 2:38
  to
• 2:38
  solve
• 2:38
  that?
• 2:39
  And
• 2:39
  then
• 2:39
  we
• 2:39
  work
• 2:39
  together,
• 2:39
  together
• 2:39
  on
• 2:40
  building
• 2:40
  a
• 2:40
  roadmap
• 2:41
  to
• 2:41
  get
• 2:41
  there.
• 2:42
  So
• 2:42
  that's
• 2:42
  the
• 2:42
  kind
• 2:43
  of
• 2:43
  differentiating
• 2:44
  kind
• 2:44
  of.
• 2:44
  Yes.
• 2:45
  Well,
• 2:45
  I
• 2:45
  want
• 2:45
  to
• 2:46
  talk
• 2:46
  a
• 2:46
  little
• 2:46
  bit
• 2:46
  more
• 2:47
  about
• 2:47
  the
• 2:47
  consumer.
• 2:48
  Joe,
• 2:49
  you've.
• 2:49
  You.
• 2:50
  How
• 2:50
  long
• 2:50
  have
• 2:50
  you
• 2:50
  been
• 2:51
  now
• 2:51
  at
• 2:51
  Lowe's?
• 2:51
  It.
• 2:52
  I
• 2:52
  just
• 2:52
  hit
• 2:52
  my
• 2:52
  one
• 2:52
  remark
• 2:53
  about
• 2:53
  10
• 2:53
  years
• 2:53
  ago.
• 2:54
  Exciting.
• 2:55
  Okay,
• 2:56
  so
• 2:56
  in
• 2:57
  that
• 2:57
  time
• 2:57
  and
• 2:57
  then
• 2:57
  Nelima,
• 2:58
  in
• 2:58
  your
• 2:58
  time,
• 2:58
  how
• 2:58
  long
• 2:58
  have
• 2:59
  you
• 2:59
  been
• 2:59
  at
• 2:59
  Lowe's?
• 2:59
  You.
• 2:59
  Eight
• 3:00
  years.
• 3:00
  Eight
• 3:00
  years.
• 3:01
  Okay.
• 3:01
  You
• 3:01
  both
• 3:02
  have
• 3:02
  seen
• 3:02
  a
• 3:03
  lot
• 3:03
  of
• 3:03
  change,
• 3:03
  I
• 3:04
  imagine,
• 3:04
  with
• 3:04
  how
• 3:04
  the.
• 3:05
  Your
• 3:05
  customers
• 3:06
  shopping
• 3:06
  you.
• 3:07
  I'd
• 3:07
  love
• 3:07
  for
• 3:07
  each
• 3:08
  of
• 3:08
  you
• 3:08
  to
• 3:08
  kind
• 3:08
  of
• 3:09
  pick
• 3:09
  apart
• 3:09
  maybe
• 3:10
  one
• 3:10
  of
• 3:10
  your
• 3:10
  favorite
• 3:11
  things
• 3:11
  or
• 3:11
  favorite
• 3:11
  examples
• 3:12
  of
• 3:12
  how,
• 3:13
  what,
• 3:13
  what
• 3:14
  your
• 3:14
  customers
• 3:14
  changing
• 3:15
  expectations
• 3:16
  have
• 3:16
  been
• 3:16
  in
• 3:16
  the
• 3:17
  last
• 3:17
  year
• 3:17
  to
• 3:17
  eight
• 3:18
  years.
• 3:18
  And
• 3:19
  then
• 3:19
  also,
• 3:19
  you
• 3:19
  know,
• 3:20
  what
• 3:20
  you're
• 3:20
  doing
• 3:20
  to
• 3:20
  kind
• 3:21
  of
• 3:21
  accommodate
• 3:22
  that
• 3:22
  personalized
• 3:23
  experience
• 3:23
  for
• 3:23
  them,
• 3:24
  whether
• 3:24
  they're
• 3:24
  coming
• 3:25
  on
• 3:25
  to
• 3:25
  find
• 3:25
  something,
• 3:26
  they
• 3:26
  know
• 3:26
  exactly
• 3:26
  what
• 3:27
  they're
• 3:27
  looking
• 3:27
  for,
• 3:27
  or
• 3:27
  they're
• 3:28
  expecting
• 3:28
  you
• 3:29
  to
• 3:29
  know
• 3:29
  that
• 3:29
  they're
• 3:30
  renovating
• 3:30
  their
• 3:30
  bathroom
• 3:31
  and
• 3:31
  you
• 3:31
  need
• 3:31
  to
• 3:31
  have
• 3:31
  all
• 3:31
  the
• 3:31
  details.
• 3:32
  So,
• 3:32
  Joe,
• 3:32
  maybe
• 3:33
  we'll
• 3:33
  start
• 3:33
  with
• 3:33
  you
• 3:33
  and
• 3:34
  then
• 3:34
  Noema,
• 3:34
  we'll
• 3:34
  go
• 3:35
  to
• 3:35
  you
• 3:35
  next.
• 3:35
  Absolutely.
• 3:36
  So
• 3:36
  I
• 3:36
  think
• 3:37
  the
• 3:37
  biggest
• 3:37
  thing
• 3:37
  in
• 3:38
  this
• 3:38
  year
• 3:39
  that
• 3:39
  I've
• 3:39
  learned
• 3:40
  is
• 3:40
  customers
• 3:41
  because
• 3:41
  they
• 3:41
  are
• 3:42
  so
• 3:42
  social
• 3:42
  first
• 3:43
  and
• 3:43
  socially
• 3:43
  led.
• 3:44
  They're
• 3:44
  used
• 3:44
  to
• 3:44
  video,
• 3:45
  they're
• 3:45
  used
• 3:45
  to
• 3:45
  like
• 3:45
  little
• 3:46
  snippets
• 3:46
  of
• 3:46
  things.
• 3:46
  They're
• 3:47
  used
• 3:47
  to
• 3:47
  getting
• 3:47
  things
• 3:47
  right
• 3:48
  at
• 3:48
  their
• 3:48
  fingertips.
• 3:49
  And
• 3:49
  so
• 3:50
  for
• 3:50
  us,
• 3:50
  you
• 3:50
  know,
• 3:50
  we
• 3:50
  can't
• 3:51
  just
• 3:51
  have
• 3:51
  a
• 3:51
  static
• 3:51
  image
• 3:52
  on
• 3:52
  a
• 3:52
  pdp.
• 3:53
  We
• 3:53
  actually
• 3:53
  have
• 3:53
  to
• 3:53
  have
• 3:53
  videos
• 3:54
  from
• 3:54
  our
• 3:54
  creator
• 3:55
  network.
• 3:55
  We
• 3:55
  have
• 3:56
  to
• 3:56
  have
• 3:56
  videos
• 3:57
  across
• 3:57
  the
• 3:57
  board.
• 3:57
  So
• 3:58
  you'll
• 3:58
  see
• 3:58
  that
• 3:58
  integrated
• 3:59
  throughout
• 3:59
  Lowe's
• 4:00
  website.
• 4:00
  Overall,
• 4:01
  that's
• 4:01
  a
• 4:01
  huge
• 4:02
  kind
• 4:02
  of
• 4:03
  differentiating
• 4:04
  factor
• 4:04
  that
• 4:05
  we
• 4:05
  have.
• 4:05
  Sure.
• 4:06
  And
• 4:06
  that's
• 4:06
  probably
• 4:07
  the
• 4:07
  biggest
• 4:07
  step
• 4:07
  change
• 4:08
  I've
• 4:08
  seen
• 4:08
  customers
• 4:09
  kind
• 4:09
  of
• 4:09
  look
• 4:09
  at
• 4:09
  and
• 4:10
  that
• 4:10
  behavior
• 4:11
  and
• 4:11
  also,
• 4:11
  you
• 4:12
  know,
• 4:12
  with
• 4:13
  Milo
• 4:13
  and
• 4:13
  kind
• 4:13
  of
• 4:14
  how
• 4:14
  they
• 4:14
  shop,
• 4:14
  what
• 4:14
  things
• 4:15
  they're
• 4:15
  actually
• 4:15
  asking
• 4:15
  in
• 4:16
  Milo,
• 4:16
  like
• 4:16
  We've
• 4:17
  linked
• 4:17
  our
• 4:17
  videos
• 4:17
  from
• 4:18
  our
• 4:18
  YouTube
• 4:18
  there.
• 4:18
  We
• 4:19
  also
• 4:19
  have
• 4:19
  voice
• 4:19
  to
• 4:20
  text
• 4:20
  on
• 4:20
  Milo
• 4:20
  as
• 4:20
  well
• 4:21
  now.
• 4:21
  So
• 4:21
  again,
• 4:21
  we're
• 4:22
  just
• 4:22
  looking
• 4:22
  at
• 4:22
  what
• 4:22
  customers
• 4:23
  are
• 4:23
  kind
• 4:23
  of
• 4:23
  looking
• 4:23
  towards
• 4:24
  and
• 4:24
  their
• 4:24
  shopping
• 4:25
  behaviors
• 4:25
  and
• 4:25
  trying
• 4:26
  to
• 4:26
  make
• 4:26
  sure
• 4:26
  that
• 4:26
  all
• 4:26
  the
• 4:26
  tools
• 4:27
  that
• 4:27
  we
• 4:27
  are
• 4:27
  co
• 4:27
  creating
• 4:28
  make
• 4:29
  sense
• 4:29
  for
• 4:29
  that
• 4:29
  customer
• 4:30
  journey.
• 4:31
  Right,
• 4:31
  right.
• 4:32
  And
• 4:32
  Malima,
• 4:33
  what
• 4:33
  would
• 4:33
  you
• 4:33
  add
• 4:33
  to
• 4:33
  what
• 4:33
  Joe
• 4:34
  said?
• 4:34
  You
• 4:34
  know,
• 4:34
  everything.
• 4:35
  I'm
• 4:35
  just
• 4:36
  going
• 4:36
  to
• 4:36
  take
• 4:36
  a
• 4:36
  little
• 4:36
  bit
• 4:36
  of
• 4:36
  a
• 4:36
  historical
• 4:37
  perspective
• 4:37
  as
• 4:37
  well
• 4:38
  as
• 4:38
  to
• 4:38
  what
• 4:38
  the
• 4:38
  journey
• 4:39
  has
• 4:39
  been
• 4:40
  over
• 4:40
  the
• 4:40
  last
• 4:40
  seven
• 4:41
  or
• 4:41
  eight
• 4:41
  years.
• 4:42
  I
• 4:42
  mean,
• 4:42
  if
• 4:42
  you
• 4:42
  think
• 4:42
  about
• 4:43
  it,
• 4:43
  when
• 4:43
  we
• 4:44
  came
• 4:44
  to
• 4:46
  Lowe's
• 4:46
  and
• 4:46
  it's.
• 4:47
  We
• 4:47
  talk
• 4:47
  a
• 4:47
  lot
• 4:47
  about
• 4:48
  it
• 4:48
  in
• 4:48
  2018,
• 4:48
  our
• 4:49
  second
• 4:49
  crashed
• 4:49
  on
• 4:50
  black
• 4:50
  Friday.
• 4:51
  So
• 4:51
  from
• 4:51
  that
• 4:51
  perspective.
• 4:52
  I
• 4:52
  can
• 4:53
  remember
• 4:53
  that.
• 4:53
  Okay.
• 4:53
  Yeah.
• 4:53
  Oh,
• 4:54
  yeah,
• 4:54
  right.
• 4:55
  Yeah,
• 4:55
  I
• 4:55
  didn't
• 4:55
  remember
• 4:55
  that.
• 4:56
  Yeah,
• 4:56
  that's
• 4:57
  all.
• 4:57
  I
• 4:57
  was
• 4:57
  like
• 4:57
  shopping
• 4:57
  for
• 4:58
  home
• 4:58
  improvement
• 4:58
  that
• 4:58
  year.
• 4:58
  Yeah,
• 4:59
  not
• 4:59
  that
• 4:59
  day,
• 5:00
  but,
• 5:00
  you
• 5:01
  know,
• 5:01
  so
• 5:02
  if
• 5:02
  you
• 5:02
  think
• 5:02
  about
• 5:02
  it,
• 5:02
  we
• 5:02
  actually
• 5:03
  had
• 5:03
  to
• 5:03
  really
• 5:03
  start
• 5:04
  from
• 5:04
  the
• 5:04
  ground
• 5:04
  up
• 5:05
  and
• 5:05
  actually
• 5:06
  build
• 5:06
  commerce
• 5:06
  from
• 5:07
  scratch.
• 5:07
  Create,
• 5:07
  you
• 5:08
  know,
• 5:08
  we
• 5:08
  partnered
• 5:08
  with
• 5:08
  Google.
• 5:09
  We
• 5:09
  actually
• 5:10
  built
• 5:10
  our
• 5:10
  own
• 5:10
  commerce
• 5:11
  stack
• 5:11
  API
• 5:12
  first
• 5:12
  economy
• 5:13
  that
• 5:13
  eventually
• 5:13
  we
• 5:13
  actually
• 5:14
  ended
• 5:14
  up
• 5:15
  using
• 5:15
  in
• 5:15
  our
• 5:16
  stores
• 5:16
  as
• 5:16
  well.
• 5:16
  And
• 5:17
  that
• 5:17
  allowed
• 5:17
  us
• 5:17
  to
• 5:17
  be
• 5:18
  able
• 5:18
  to
• 5:18
  create
• 5:18
  a
• 5:18
  continuous,
• 5:19
  frictionless,
• 5:19
  fluid
• 5:20
  experience
• 5:20
  across
• 5:21
  both
• 5:22
  digital
• 5:22
  and
• 5:23
  stores.
• 5:23
  And
• 5:24
  now,
• 5:24
  of
• 5:24
  course,
• 5:24
  services
• 5:25
  in
• 5:25
  home
• 5:25
  selling
• 5:26
  and
• 5:26
  other
• 5:26
  channels
• 5:27
  that
• 5:27
  we
• 5:27
  were
• 5:27
  working
• 5:27
  through.
• 5:28
  So
• 5:28
  that
• 5:28
  was
• 5:28
  the
• 5:29
  step
• 5:29
  number
• 5:29
  one.
• 5:30
  Then
• 5:30
  the
• 5:30
  second
• 5:30
  step
• 5:31
  was,
• 5:32
  you
• 5:32
  know,
• 5:32
  we
• 5:32
  actually
• 5:32
  had
• 5:33
  to
• 5:33
  rethink
• 5:34
  how
• 5:34
  our
• 5:34
  website
• 5:35
  should
• 5:35
  be.
• 5:35
  I
• 5:35
  mean,
• 5:35
  home
• 5:36
  improvement
• 5:36
  is
• 5:36
  a
• 5:36
  very
• 5:37
  complex
• 5:37
  business
• 5:38
  and,
• 5:39
  you
• 5:39
  know,
• 5:39
  so
• 5:39
  it's
• 5:40
  not
• 5:40
  one
• 5:40
  size
• 5:40
  fits
• 5:41
  all.
• 5:41
  So.
• 5:41
  So
• 5:41
  who
• 5:42
  is
• 5:42
  buying
• 5:42
  and
• 5:43
  what
• 5:43
  are
• 5:43
  they
• 5:43
  buying?
• 5:44
  So
• 5:44
  if
• 5:44
  you
• 5:44
  think
• 5:44
  about
• 5:44
  it,
• 5:45
  we
• 5:45
  have
• 5:45
  pro
• 5:45
  customers,
• 5:46
  we
• 5:46
  have
• 5:46
  DIY
• 5:46
  customers.
• 5:47
  Their
• 5:47
  needs
• 5:47
  are
• 5:47
  different,
• 5:48
  their
• 5:48
  considerations
• 5:49
  are
• 5:49
  different.
• 5:49
  What
• 5:49
  they're
• 5:50
  looking
• 5:50
  from
• 5:50
  Lowe's
• 5:50
  are
• 5:51
  different.
• 5:51
  How
• 5:51
  can
• 5:52
  the
• 5:52
  site
• 5:52
  be
• 5:53
  the
• 5:53
  same?
• 5:53
  If
• 5:54
  you
• 5:54
  look
• 5:54
  at
• 5:54
  it
• 5:55
  architecturally,
• 5:56
  it's
• 5:56
  the
• 5:56
  same
• 5:56
  site
• 5:57
  that's
• 5:58
  powering
• 5:58
  it.
• 5:58
  It's
• 5:59
  just
• 5:59
  personalizing
• 5:59
  based
• 6:00
  on
• 6:00
  who
• 6:00
  you
• 6:00
  are.
• 6:01
  But
• 6:01
  then
• 6:02
  it's
• 6:02
  also
• 6:03
  helping
• 6:03
  whether
• 6:04
  you
• 6:04
  look
• 6:04
  for
• 6:04
  a
• 6:04
  dishwasher.
• 6:05
  Your
• 6:06
  considerations
• 6:06
  are
• 6:07
  different,
• 6:07
  your
• 6:07
  buying
• 6:07
  journeys
• 6:08
  are
• 6:08
  different.
• 6:08
  You're
• 6:08
  remodeling
• 6:09
  the
• 6:09
  kitchen.
• 6:09
  Completely
• 6:10
  different
• 6:10
  thought
• 6:10
  process,
• 6:11
  completely
• 6:11
  different
• 6:11
  journey.
• 6:12
  So
• 6:13
  who's
• 6:13
  buying
• 6:13
  and
• 6:13
  what
• 6:13
  are
• 6:14
  they
• 6:14
  buying?
• 6:14
  So
• 6:14
  we
• 6:14
  actually
• 6:15
  personalized
• 6:16
  that
• 6:16
  whole
• 6:16
  experience
• 6:17
  and
• 6:17
  actually
• 6:18
  became
• 6:18
  a
• 6:19
  home
• 6:19
  improvement
• 6:20
  website
• 6:21
  and
• 6:21
  retail
• 6:22
  retailer
• 6:22
  because
• 6:23
  that's
• 6:23
  what
• 6:23
  we
• 6:23
  are.
• 6:24
  So
• 6:24
  I
• 6:24
  think
• 6:24
  those
• 6:24
  are
• 6:24
  the
• 6:25
  two
• 6:25
  big
• 6:25
  things
• 6:26
  that
• 6:26
  we
• 6:26
  did
• 6:26
  before.
• 6:26
  And
• 6:27
  then
• 6:27
  of
• 6:27
  course,
• 6:27
  as
• 6:28
  Joe
• 6:28
  mentioned,
• 6:29
  that
• 6:29
  with
• 6:29
  AI
• 6:29
  and
• 6:30
  conversational
• 6:30
  assistance
• 6:31
  and
• 6:31
  shopping
• 6:31
  assistance
• 6:32
  and
• 6:32
  AI
• 6:32
  assistance,
• 6:33
  Milo
• 6:34
  is
• 6:34
  really
• 6:34
  take.
• 6:35
  I
• 6:35
  mean,
• 6:35
  our
• 6:35
  Customers
• 6:35
  are
• 6:36
  really
• 6:36
  adopting
• 6:37
  at
• 6:37
  pace
• 6:38
  that
• 6:38
  we,
• 6:38
  frankly,
• 6:39
  they're
• 6:39
  surprising
• 6:40
  us.
• 6:40
  Our
• 6:40
  customers
• 6:41
  are
• 6:41
  surprising
• 6:41
  us.
• 6:42
  Really?
• 6:42
  Faster
• 6:42
  than
• 6:42
  you
• 6:43
  expected?
• 6:43
  Yes.
• 6:44
  And
• 6:44
  we
• 6:44
  love
• 6:45
  the
• 6:45
  kind
• 6:45
  of
• 6:45
  questions
• 6:46
  that
• 6:46
  they're
• 6:46
  asking
• 6:47
  us.
• 6:47
  We
• 6:47
  were
• 6:47
  just
• 6:48
  talking
• 6:48
  about
• 6:48
  it
• 6:48
  that
• 6:49
  on
• 6:49
  Black
• 6:49
  Friday,
• 6:49
  our
• 6:50
  customers
• 6:50
  were,
• 6:50
  you
• 6:51
  know,
• 6:51
  they
• 6:51
  were
• 6:51
  standing
• 6:52
  outside
• 6:52
  the
• 6:52
  line
• 6:53
  and,
• 6:53
  you
• 6:53
  know,
• 6:53
  when
• 6:53
  we
• 6:53
  were
• 6:53
  giving
• 6:54
  out
• 6:54
  those
• 6:54
  free
• 6:54
  buckets
• 6:55
  to
• 6:55
  few
• 6:55
  customers,
• 6:56
  and
• 6:57
  one
• 6:57
  of
• 6:57
  the
• 6:57
  customers
• 6:58
  actually
• 6:58
  asked
• 6:58
  Milo,
• 6:59
  hey,
• 6:59
  milo,
• 6:59
  I'm
• 7:00
  number
• 7:00
  22nd
• 7:00
  on
• 7:01
  the
• 7:01
  line,
• 7:01
  do
• 7:01
  you
• 7:02
  think
• 7:02
  I'll
• 7:02
  get
• 7:03
  this
• 7:03
  free
• 7:03
  bucket?
• 7:04
  Do
• 7:04
  you
• 7:04
  think?
• 7:05
  Wow,
• 7:05
  right?
• 7:06
  So
• 7:06
  look
• 7:06
  at
• 7:06
  the
• 7:06
  level.
• 7:07
  Very
• 7:07
  engaged
• 7:07
  customer,
• 7:08
  too.
• 7:08
  Very
• 7:09
  customers.
• 7:10
  And.
• 7:10
  But
• 7:10
  that
• 7:10
  also
• 7:11
  tells
• 7:11
  us
• 7:11
  that,
• 7:11
  you
• 7:12
  know,
• 7:12
  our
• 7:12
  customers
• 7:12
  are
• 7:12
  ready
• 7:13
  for
• 7:13
  this
• 7:13
  AI
• 7:14
  revolution.
• 7:15
  I
• 7:15
  love
• 7:15
  what
• 7:15
  you
• 7:15
  said
• 7:15
  there,
• 7:16
  too,
• 7:16
  because
• 7:16
  what
• 7:16
  it
• 7:16
  makes
• 7:17
  me
• 7:17
  think
• 7:17
  about
• 7:17
  is,
• 7:17
  you
• 7:18
  know,
• 7:18
  when
• 7:19
  you
• 7:19
  talk
• 7:19
  about
• 7:19
  E
• 7:19
  commerce,
• 7:19
  particularly
• 7:20
  in
• 7:20
  the
• 7:20
  digital
• 7:21
  age,
• 7:21
  not
• 7:21
  every
• 7:21
  product
• 7:22
  category
• 7:22
  is
• 7:22
  cut
• 7:23
  from
• 7:23
  the
• 7:23
  same
• 7:23
  cloth.
• 7:23
  Like,
• 7:24
  you
• 7:24
  know,
• 7:24
  you
• 7:24
  guys
• 7:24
  aren't
• 7:24
  selling
• 7:24
  box
• 7:25
  macaroni
• 7:25
  and
• 7:25
  cheese.
• 7:25
  You're
• 7:26
  selling
• 7:26
  dishwashers
• 7:27
  and
• 7:27
  home
• 7:27
  improvement
• 7:28
  items.
• 7:28
  So,
• 7:28
  all
• 7:28
  right,
• 7:29
  you
• 7:29
  mentioned
• 7:29
  Google,
• 7:29
  too.
• 7:30
  You
• 7:30
  guys
• 7:30
  have
• 7:31
  just
• 7:31
  recently
• 7:31
  expanded
• 7:32
  your
• 7:32
  partnership
• 7:33
  with
• 7:33
  Google.
• 7:33
  Like,
• 7:33
  why?
• 7:34
  What
• 7:34
  was
• 7:34
  the
• 7:34
  rationale
• 7:35
  behind
• 7:35
  that?
• 7:35
  And
• 7:35
  how
• 7:36
  is
• 7:36
  that
• 7:36
  going
• 7:36
  to
• 7:36
  change
• 7:36
  the
• 7:36
  shopping
• 7:37
  experience?
• 7:38
  Yeah,
• 7:39
  so
• 7:39
  I
• 7:39
  would
• 7:39
  say
• 7:39
  Google
• 7:40
  has
• 7:40
  been
• 7:40
  a
• 7:40
  trusted
• 7:41
  partner
• 7:41
  of
• 7:41
  ours
• 7:41
  for
• 7:42
  years.
• 7:43
  Obviously,
• 7:43
  we
• 7:43
  love
• 7:43
  working
• 7:43
  with
• 7:44
  Google.
• 7:44
  I've
• 7:44
  worked
• 7:44
  with
• 7:44
  Google
• 7:44
  many
• 7:45
  times
• 7:45
  in
• 7:45
  my
• 7:45
  past
• 7:46
  lives
• 7:46
  as
• 7:46
  well.
• 7:47
  And
• 7:47
  really
• 7:47
  what
• 7:48
  we
• 7:48
  wanted
• 7:48
  to
• 7:48
  do
• 7:48
  was
• 7:48
  say,
• 7:49
  okay,
• 7:49
  what
• 7:50
  are
• 7:50
  some
• 7:50
  of
• 7:50
  the
• 7:50
  things
• 7:50
  that
• 7:51
  is
• 7:51
  going
• 7:51
  to
• 7:51
  be
• 7:51
  easier
• 7:51
  for
• 7:52
  the
• 7:52
  customer
• 7:53
  to
• 7:53
  engage
• 7:53
  with
• 7:54
  us
• 7:54
  and
• 7:54
  Google?
• 7:54
  How
• 7:54
  do
• 7:55
  we
• 7:55
  partner
• 7:55
  better
• 7:55
  together?
• 7:57
  I
• 7:57
  want
• 7:57
  to
• 7:57
  steal
• 7:57
  too
• 7:57
  much
• 7:57
  for
• 7:58
  Thunder,
• 7:58
  because
• 7:58
  it's
• 7:58
  definitely
• 7:59
  a
• 7:59
  big
• 7:59
  part
• 7:59
  of
• 8:00
  her
• 8:00
  remit
• 8:00
  as
• 8:00
  well,
• 8:01
  but
• 8:01
  really
• 8:01
  excited
• 8:02
  to
• 8:02
  see
• 8:02
  how
• 8:02
  it's
• 8:03
  going
• 8:03
  to
• 8:03
  come
• 8:03
  to
• 8:04
  life
• 8:04
  on
• 8:04
  Google.
• 8:05
  So
• 8:05
  it's
• 8:05
  not
• 8:05
  just
• 8:05
  saying
• 8:05
  you
• 8:05
  have
• 8:05
  to
• 8:06
  come
• 8:06
  to
• 8:06
  Lowe's.
• 8:06
  You
• 8:07
  just
• 8:07
  have
• 8:07
  the
• 8:07
  intent
• 8:07
  of
• 8:08
  looking
• 8:08
  at
• 8:08
  Lowe's
• 8:08
  and
• 8:09
  actually
• 8:09
  engaging
• 8:09
  with
• 8:10
  both
• 8:10
  of
• 8:10
  these
• 8:10
  great
• 8:11
  powerhouse
• 8:11
  retailers.
• 8:12
  Yes.
• 8:13
  Actually,
• 8:13
  you
• 8:13
  know,
• 8:14
  so
• 8:14
  as
• 8:14
  Joe
• 8:15
  said
• 8:15
  today,
• 8:16
  as
• 8:16
  you
• 8:16
  know,
• 8:16
  in
• 8:16
  our
• 8:16
  keynote
• 8:17
  that
• 8:17
  we
• 8:17
  just
• 8:17
  heard
• 8:17
  this
• 8:18
  morning
• 8:18
  between
• 8:18
  Sundar
• 8:19
  Pichai,
• 8:19
  he
• 8:20
  kind
• 8:20
  of
• 8:20
  talked
• 8:20
  about,
• 8:20
  and
• 8:21
  he
• 8:21
  unveiled
• 8:22
  Google's
• 8:22
  business
• 8:22
  agent.
• 8:23
  And
• 8:23
  Lowe's
• 8:24
  is
• 8:24
  one
• 8:24
  of
• 8:24
  the
• 8:24
  few
• 8:25
  retailers
• 8:25
  who
• 8:25
  has
• 8:26
  actually
• 8:26
  unveiled
• 8:26
  a
• 8:27
  business
• 8:27
  agent,
• 8:27
  and
• 8:27
  it's
• 8:28
  actually
• 8:28
  now
• 8:28
  live.
• 8:29
  The
• 8:29
  whole
• 8:30
  idea
• 8:30
  there
• 8:30
  is
• 8:31
  that
• 8:32
  the
• 8:32
  brand's
• 8:33
  voice,
• 8:35
  you
• 8:35
  know,
• 8:35
  the
• 8:36
  way
• 8:36
  we
• 8:36
  converse
• 8:36
  with
• 8:37
  our
• 8:37
  customers,
• 8:38
  that
• 8:38
  all
• 8:39
  is
• 8:39
  available
• 8:40
  on
• 8:40
  Google
• 8:41
  itself.
• 8:41
  Right.
• 8:42
  So
• 8:42
  if
• 8:42
  you
• 8:42
  are.
• 8:43
  If
• 8:43
  a
• 8:43
  customer
• 8:43
  is
• 8:43
  on
• 8:44
  Google
• 8:44
  and
• 8:44
  they
• 8:44
  search
• 8:45
  for
• 8:45
  Lowe's,
• 8:46
  the
• 8:46
  button
• 8:46
  will
• 8:47
  be
• 8:47
  available
• 8:48
  where
• 8:48
  they
• 8:48
  can
• 8:48
  engage
• 8:49
  in
• 8:49
  conversation
• 8:51
  with
• 8:52
  sort
• 8:53
  of
• 8:53
  like
• 8:53
  the
• 8:53
  voice
• 8:53
  of
• 8:54
  Lowe's.
• 8:54
  The
• 8:55
  knowledge
• 8:55
  of
• 8:55
  Lowe's
• 8:56
  and
• 8:56
  actually
• 8:57
  within
• 8:57
  that
• 8:57
  browser
• 8:58
  session,
• 8:59
  be
• 8:59
  able
• 8:59
  to
• 8:59
  not
• 8:59
  only
• 9:00
  get
• 9:00
  the
• 9:00
  product
• 9:00
  knowledge,
• 9:01
  get
• 9:01
  your
• 9:01
  questions
• 9:02
  answered,
• 9:03
  and
• 9:03
  actually
• 9:03
  eventually
• 9:04
  make
• 9:04
  just.
• 9:04
  Have
• 9:04
  us
• 9:05
  do
• 9:05
  an
• 9:05
  integration.
• 9:05
  Basically
• 9:06
  meet
• 9:07
  the
• 9:07
  customers
• 9:07
  where
• 9:07
  they
• 9:08
  are.
• 9:08
  Exactly.
• 9:09
  Well,
• 9:09
  and
• 9:09
  Joe,
• 9:10
  I
• 9:11
  want
• 9:11
  to
• 9:11
  talk
• 9:11
  about
• 9:11
  little
• 9:11
  bit
• 9:12
  about
• 9:12
  your
• 9:12
  role
• 9:13
  too,
• 9:13
  as
• 9:13
  you
• 9:13
  continue
• 9:13
  to
• 9:14
  think
• 9:14
  about
• 9:14
  how
• 9:15
  the,
• 9:15
  the
• 9:15
  customer
• 9:16
  shopping,
• 9:16
  where
• 9:16
  they're
• 9:16
  starting
• 9:17
  their
• 9:17
  shopping
• 9:17
  journey.
• 9:18
  85%
• 9:20
  of
• 9:20
  sales
• 9:20
  are
• 9:21
  still
• 9:21
  done
• 9:21
  in
• 9:21
  store.
• 9:22
  Is
• 9:22
  that,
• 9:22
  that's,
• 9:23
  that's
• 9:23
  the
• 9:24
  data
• 9:24
  that
• 9:24
  I
• 9:24
  have
• 9:24
  in
• 9:24
  front
• 9:25
  of
• 9:25
  me
• 9:25
  right
• 9:25
  here.
• 9:25
  Yes,
• 9:26
  that
• 9:26
  is
• 9:26
  true.
• 9:27
  So
• 9:28
  how
• 9:28
  do
• 9:28
  you
• 9:28
  connect
• 9:29
  those,
• 9:29
  how
• 9:29
  do
• 9:29
  you
• 9:29
  connect
• 9:30
  those
• 9:30
  things
• 9:30
  that
• 9:30
  are
• 9:31
  happening
• 9:31
  outside
• 9:32
  and
• 9:32
  inside?
• 9:32
  Yes,
• 9:33
  it's
• 9:33
  a
• 9:33
  great
• 9:33
  stat.
• 9:34
  Most
• 9:34
  of
• 9:34
  our
• 9:34
  sales
• 9:35
  are
• 9:35
  in
• 9:35
  stores,
• 9:36
  but
• 9:36
  80%
• 9:37
  of
• 9:37
  those
• 9:37
  sales
• 9:38
  start
• 9:39
  up
• 9:39
  online.
• 9:39
  Right,
• 9:40
  right.
• 9:40
  So
• 9:40
  it's
• 9:40
  like
• 9:40
  Anchorman
• 9:41
  again,
• 9:41
  Second
• 9:41
  time
• 9:41
  today.
• 9:42
  Right
• 9:42
  back
• 9:42
  at
• 9:43
  you.
• 9:44
  So
• 9:44
  for
• 9:44
  me,
• 9:45
  it's
• 9:45
  again,
• 9:45
  meeting
• 9:46
  the
• 9:46
  customer
• 9:46
  where
• 9:46
  they're
• 9:46
  at.
• 9:47
  Usually
• 9:47
  you
• 9:47
  don't
• 9:47
  go
• 9:48
  into
• 9:48
  a
• 9:49
  store
• 9:49
  and
• 9:49
  say,
• 9:49
  well,
• 9:49
  I'm
• 9:50
  just
• 9:50
  going
• 9:50
  to
• 9:50
  look
• 9:50
  at
• 9:50
  every
• 9:50
  refrigerator
• 9:51
  they
• 9:51
  have
• 9:51
  in
• 9:52
  the
• 9:52
  store
• 9:52
  and
• 9:52
  spend
• 9:52
  three
• 9:53
  or
• 9:53
  four
• 9:53
  hours.
• 9:53
  I
• 9:53
  don't
• 9:53
  think
• 9:53
  anyone
• 9:54
  has
• 9:54
  the
• 9:54
  time,
• 9:54
  energy,
• 9:54
  or
• 9:54
  effort
• 9:55
  to
• 9:55
  do
• 9:55
  that.
• 9:56
  And
• 9:56
  so
• 9:56
  for
• 9:56
  us,
• 9:56
  we're
• 9:57
  really
• 9:57
  looking
• 9:57
  at
• 9:57
  where
• 9:57
  that
• 9:58
  customer
• 9:58
  journey
• 9:58
  is
• 9:58
  and
• 9:59
  how
• 9:59
  to
• 9:59
  kind
• 9:59
  of
• 9:59
  ingress
• 10:00
  that.
• 10:00
  How
• 10:00
  do
• 10:00
  we
• 10:00
  actually
• 10:01
  make
• 10:01
  it
• 10:01
  easier
• 10:01
  for
• 10:01
  that
• 10:01
  customer,
• 10:02
  no
• 10:02
  matter
• 10:02
  if
• 10:02
  they're
• 10:03
  shopping
• 10:04
  online
• 10:04
  or
• 10:04
  in
• 10:04
  store,
• 10:05
  Kind
• 10:05
  of
• 10:06
  go
• 10:06
  there.
• 10:06
  So
• 10:06
  some
• 10:06
  things
• 10:06
  that
• 10:07
  we
• 10:07
  launched
• 10:07
  this
• 10:08
  year
• 10:08
  was
• 10:08
  like
• 10:08
  a
• 10:08
  visualizer
• 10:09
  tool.
• 10:10
  So
• 10:10
  you
• 10:10
  can
• 10:10
  actually
• 10:11
  go
• 10:11
  in,
• 10:12
  take
• 10:12
  a
• 10:12
  snapshot
• 10:12
  of
• 10:13
  your
• 10:13
  bathroom.
• 10:14
  Okay,
• 10:14
  Go
• 10:14
  in
• 10:14
  and
• 10:15
  actually
• 10:15
  then
• 10:15
  put
• 10:15
  that
• 10:16
  bathroom
• 10:16
  together.
• 10:17
  And
• 10:17
  then
• 10:17
  you
• 10:17
  can
• 10:18
  save
• 10:18
  that.
• 10:18
  You
• 10:18
  can
• 10:18
  go
• 10:19
  in
• 10:19
  the
• 10:19
  store,
• 10:20
  buy
• 10:20
  some
• 10:20
  product
• 10:21
  there,
• 10:21
  you
• 10:21
  can
• 10:21
  buy
• 10:21
  it
• 10:21
  all
• 10:21
  online,
• 10:22
  but
• 10:22
  it
• 10:23
  saves
• 10:23
  it
• 10:23
  for
• 10:23
  you
• 10:23
  on
• 10:23
  your
• 10:24
  own
• 10:24
  profile.
• 10:25
  So
• 10:25
  things
• 10:25
  like
• 10:25
  that
• 10:25
  are
• 10:26
  going
• 10:26
  to
• 10:26
  be
• 10:26
  so
• 10:26
  amazing
• 10:27
  and
• 10:27
  easy.
• 10:27
  And
• 10:28
  we're
• 10:28
  launching
• 10:28
  more
• 10:29
  of
• 10:29
  that.
• 10:29
  More,
• 10:29
  more
• 10:29
  to
• 10:30
  come.
• 10:30
  This
• 10:30
  year
• 10:31
  we
• 10:31
  have
• 10:31
  a
• 10:31
  fun
• 10:31
  kitchen
• 10:32
  visualizer
• 10:32
  as
• 10:32
  well.
• 10:33
  So
• 10:33
  all
• 10:33
  those
• 10:33
  things
• 10:33
  are
• 10:34
  how
• 10:34
  we're
• 10:34
  bringing
• 10:34
  customers
• 10:35
  in
• 10:35
  no
• 10:36
  matter
• 10:36
  where
• 10:36
  they're
• 10:36
  starting
• 10:36
  their
• 10:37
  journey.
• 10:37
  And
• 10:37
  we
• 10:37
  see
• 10:38
  that
• 10:38
  that
• 10:38
  younger
• 10:38
  consumer,
• 10:39
  the
• 10:39
  Gen
• 10:39
  Z,
• 10:39
  the
• 10:40
  millennial
• 10:40
  consumer,
• 10:41
  they
• 10:41
  are
• 10:41
  so
• 10:42
  online
• 10:42
  friendly
• 10:43
  and
• 10:43
  they
• 10:43
  want
• 10:43
  to
• 10:43
  go
• 10:43
  there
• 10:44
  first.
• 10:44
  And
• 10:44
  something
• 10:44
  like,
• 10:45
  my
• 10:45
  parents
• 10:45
  might
• 10:45
  walk
• 10:46
  into
• 10:46
  a
• 10:46
  store
• 10:46
  first.
• 10:47
  That
• 10:47
  new
• 10:47
  generation
• 10:48
  is
• 10:48
  not
• 10:48
  doing
• 10:48
  that.
• 10:48
  They
• 10:49
  want
• 10:49
  to
• 10:49
  discover
• 10:49
  everything
• 10:50
  to
• 10:50
  drive
• 10:50
  them
• 10:50
  to
• 10:51
  a
• 10:51
  store.
• 10:51
  And
• 10:51
  that's
• 10:51
  what
• 10:51
  you
• 10:51
  want
• 10:52
  to
• 10:52
  do.
• 10:52
  Omnichannel
• 10:53
  or
• 10:53
  like
• 10:53
  a
• 10:53
  digital
• 10:53
  sales,
• 10:54
  really
• 10:54
  an
• 10:54
  omnichannel
• 10:55
  sales.
• 10:55
  That's
• 10:55
  how
• 10:56
  I'm
• 10:56
  thinking
• 10:56
  about
• 10:56
  it
• 10:56
  on
• 10:56
  the
• 10:56
  go.
• 10:57
  Right.
• 10:57
  And
• 10:57
  a
• 10:57
  continuation
• 10:58
  of
• 10:58
  an
• 10:58
  experience
• 10:59
  in
• 10:59
  both
• 10:59
  environments.
• 11:00
  And
• 11:00
  I
• 11:00
  imagine
• 11:01
  Nelima,
• 11:02
  the.
• 11:02
  The
• 11:02
  Google
• 11:02
  partnership
• 11:03
  would
• 11:03
  also
• 11:04
  support
• 11:04
  some
• 11:04
  of
• 11:05
  the
• 11:05
  work
• 11:05
  that
• 11:05
  Joe
• 11:05
  was
• 11:06
  just
• 11:06
  talking
• 11:06
  about.
• 11:06
  Yeah,
• 11:06
  actually,
• 11:06
  our
• 11:07
  kitchen
• 11:07
  visualizer.
• 11:07
  We
• 11:07
  are
• 11:07
  leveraging
• 11:08
  the
• 11:08
  Nano
• 11:08
  Banana
• 11:08
  models
• 11:09
  and
• 11:09
  we're
• 11:09
  so
• 11:10
  it's
• 11:10
  a
• 11:10
  Nano
• 11:10
  Banana
• 11:11
  Banana.
• 11:11
  Have
• 11:11
  you
• 11:11
  guys
• 11:12
  not
• 11:12
  heard
• 11:12
  of
• 11:12
  Banana
• 11:12
  Banana?
• 11:13
  Google
• 11:14
  it.
• 11:15
  So
• 11:15
  Nana
• 11:15
  Banana
• 11:16
  is
• 11:16
  now,
• 11:16
  you
• 11:16
  know,
• 11:17
  it's
• 11:17
  the
• 11:17
  official.
• 11:17
  I
• 11:17
  want
• 11:17
  to
• 11:17
  slip
• 11:18
  on
• 11:18
  that
• 11:18
  peel.
• 11:18
  But
• 11:18
  yeah.
• 11:19
  All
• 11:19
  right.
• 11:22
  So
• 11:23
  you'll
• 11:23
  have
• 11:24
  to
• 11:24
  edit
• 11:24
  that
• 11:24
  one.
• 11:25
  No,
• 11:25
  it's
• 11:25
  fine.
• 11:26
  Keep
• 11:26
  rolling.
• 11:27
  It's
• 11:28
  good.
• 11:28
  We're
• 11:28
  all
• 11:28
  friends
• 11:28
  here.
• 11:28
  It's
• 11:29
  fun.
• 11:29
  We're
• 11:29
  having
• 11:29
  a
• 11:30
  blast.
• 11:30
  This
• 11:30
  is
• 11:30
  a
• 11:30
  great
• 11:30
  conversation.
• 11:31
  Okay.
• 11:32
  Yeah.
• 11:32
  So
• 11:32
  the
• 11:32
  Nano
• 11:33
  Banana
• 11:33
  model.
• 11:33
  So
• 11:33
  we're
• 11:33
  actually
• 11:34
  leveraging
• 11:35
  the
• 11:35
  Nano
• 11:35
  Banana
• 11:35
  model.
• 11:36
  So
• 11:36
  you
• 11:36
  take
• 11:36
  a
• 11:36
  picture
• 11:36
  of
• 11:36
  your
• 11:37
  existing
• 11:37
  kitchen
• 11:38
  and
• 11:38
  just
• 11:38
  like
• 11:39
  Stitch
• 11:39
  fix,
• 11:39
  you
• 11:39
  may
• 11:40
  actually
• 11:40
  be
• 11:40
  able
• 11:40
  to
• 11:40
  say,
• 11:40
  you
• 11:40
  know
• 11:40
  what?
• 11:41
  I
• 11:41
  like
• 11:41
  that.
• 11:41
  I
• 11:41
  like
• 11:42
  that.
• 11:42
  I
• 11:42
  like
• 11:42
  that.
• 11:43
  We'll
• 11:43
  give
• 11:43
  you
• 11:43
  lots
• 11:43
  of
• 11:44
  options
• 11:44
  that
• 11:44
  we
• 11:44
  generate
• 11:45
  using
• 11:45
  AI
• 11:46
  and
• 11:46
  then
• 11:46
  we
• 11:47
  transform.
• 11:47
  Transform
• 11:47
  your
• 11:48
  current
• 11:48
  space
• 11:49
  into
• 11:49
  what
• 11:50
  could
• 11:50
  be
• 11:50
  your
• 11:50
  possibility.
• 11:51
  So
• 11:52
  your
• 11:52
  reality,
• 11:53
  your
• 11:53
  wish
• 11:53
  list.
• 11:54
  Google
• 11:54
  visualizer
• 11:55
  tool.
• 11:56
  This
• 11:56
  is.
• 11:56
  We
• 11:56
  built
• 11:57
  the
• 11:57
  Visualizer
• 11:58
  tool
• 11:58
  using
• 11:59
  Nano
• 11:59
  Banana
• 11:59
  models.
• 12:00
  Okay.
• 12:00
  Okay,
• 12:00
  got
• 12:01
  it.
• 12:01
  Yes.
• 12:02
  Okay.
• 12:02
  I
• 12:02
  was
• 12:02
  like,
• 12:02
  so
• 12:03
  again,
• 12:03
  strengthening
• 12:04
  that
• 12:04
  partnership.
• 12:06
  And
• 12:06
  I
• 12:07
  think,
• 12:07
  you
• 12:07
  know,
• 12:07
  and
• 12:08
  to
• 12:08
  the
• 12:08
  other
• 12:09
  point
• 12:09
  that
• 12:10
  Joe
• 12:10
  was
• 12:10
  just
• 12:11
  making
• 12:11
  in
• 12:11
  terms
• 12:11
  of
• 12:11
  the
• 12:11
  omnichannel,
• 12:12
  I
• 12:12
  mean,
• 12:12
  think
• 12:12
  about
• 12:13
  it,
• 12:13
  the
• 12:13
  connectivity.
• 12:14
  So
• 12:14
  if
• 12:15
  80%
• 12:15
  of
• 12:15
  our
• 12:15
  customers,
• 12:16
  or
• 12:16
  even
• 12:16
  if
• 12:16
  they're
• 12:17
  shopping,
• 12:17
  they're
• 12:18
  actually
• 12:18
  using
• 12:18
  their
• 12:19
  app
• 12:19
  as
• 12:19
  they're
• 12:20
  walking
• 12:20
  down
• 12:20
  the
• 12:20
  aisle.
• 12:20
  So
• 12:21
  we
• 12:21
  actually
• 12:21
  won
• 12:21
  this
• 12:21
  TV
• 12:22
  award
• 12:22
  for
• 12:22
  the
• 12:22
  best
• 12:22
  in
• 12:23
  store
• 12:23
  experience
• 12:23
  on
• 12:24
  our
• 12:24
  app
• 12:24
  as
• 12:24
  well.
• 12:25
  So
• 12:25
  we're
• 12:25
  bridging
• 12:26
  that
• 12:26
  gap
• 12:26
  between
• 12:27
  physical
• 12:27
  and
• 12:27
  digital.
• 12:28
  And
• 12:28
  what
• 12:28
  we
• 12:28
  call
• 12:29
  our
• 12:29
  app
• 12:30
  is
• 12:30
  like
• 12:30
  an
• 12:30
  amphibian
• 12:31
  app.
• 12:32
  It
• 12:32
  becomes
• 12:33
  your
• 12:33
  store
• 12:33
  assistant
• 12:34
  when
• 12:34
  you're
• 12:34
  inside
• 12:34
  the
• 12:35
  store,
• 12:35
  and
• 12:35
  it
• 12:35
  becomes
• 12:36
  a
• 12:36
  true
• 12:36
  digital
• 12:37
  platform
• 12:37
  when
• 12:37
  you're
• 12:38
  in
• 12:38
  the
• 12:38
  house.
• 12:38
  Right.
• 12:38
  So.
• 12:39
  So
• 12:39
  the
• 12:39
  whole
• 12:39
  idea
• 12:40
  is
• 12:40
  that
• 12:40
  it's
• 12:40
  actually
• 12:40
  guiding
• 12:41
  you
• 12:41
  along.
• 12:41
  It
• 12:42
  understands
• 12:42
  you
• 12:43
  as
• 12:43
  you're
• 12:43
  walking
• 12:43
  through
• 12:44
  the
• 12:44
  aisles.
• 12:44
  You
• 12:45
  can
• 12:45
  actually
• 12:45
  get
• 12:45
  product
• 12:46
  discovery.
• 12:46
  You
• 12:46
  can
• 12:46
  understand
• 12:47
  how
• 12:47
  customers
• 12:48
  are
• 12:48
  talking
• 12:48
  about
• 12:48
  that
• 12:48
  product,
• 12:49
  the
• 12:49
  ratings
• 12:50
  and
• 12:50
  reviews
• 12:50
  on
• 12:50
  that
• 12:51
  product,
• 12:51
  the
• 12:51
  location
• 12:51
  of
• 12:52
  that
• 12:52
  product,
• 12:52
  comparison
• 12:53
  of
• 12:53
  that
• 12:53
  product
• 12:53
  to
• 12:54
  other
• 12:54
  products.
• 12:54
  So
• 12:55
  all
• 12:55
  that
• 12:55
  is
• 12:55
  available
• 12:56
  to
• 12:56
  you.
• 12:56
  Okay.
• 12:57
  Okay.
• 12:57
  So
• 12:57
  I
• 12:58
  know
• 12:58
  Joel
• 12:58
  loved
• 12:58
  this
• 12:58
  one.
• 12:59
  So
• 12:59
  there's
• 12:59
  a
• 12:59
  lot
• 12:59
  to
• 12:59
  peel
• 12:59
  back
• 13:00
  there
• 13:00
  in
• 13:00
  what
• 13:00
  you
• 13:00
  just
• 13:00
  said.
• 13:01
  But,
• 13:02
  and
• 13:02
  particularly
• 13:02
  I
• 13:02
  want
• 13:03
  to
• 13:03
  dig
• 13:03
  in
• 13:03
  on
• 13:03
  one
• 13:03
  spot
• 13:05
  for
• 13:05
  sure,
• 13:05
  which
• 13:05
  is
• 13:05
  search.
• 13:06
  Yeah,
• 13:06
  it's
• 13:07
  been
• 13:07
  talked
• 13:07
  about.
• 13:07
  We
• 13:07
  kind
• 13:07
  of
• 13:07
  touched
• 13:08
  the
• 13:08
  edges
• 13:08
  of
• 13:08
  it
• 13:08
  so
• 13:08
  far
• 13:09
  in
• 13:09
  this
• 13:09
  conversation.
• 13:09
  But
• 13:10
  I
• 13:10
  want
• 13:10
  to
• 13:11
  know,
• 13:11
  how
• 13:11
  are
• 13:11
  you
• 13:11
  all
• 13:11
  personalizing
• 13:12
  the
• 13:12
  search
• 13:13
  experience
• 13:13
  and
• 13:13
  how
• 13:13
  are
• 13:14
  you
• 13:14
  evolving
• 13:14
  Evolving
• 13:15
  search
• 13:15
  both
• 13:15
  visually,
• 13:16
  because
• 13:16
  I
• 13:16
  think
• 13:16
  that's
• 13:17
  an
• 13:17
  important
• 13:17
  element
• 13:17
  of
• 13:17
  what
• 13:17
  you've
• 13:18
  been
• 13:18
  touching
• 13:18
  on
• 13:18
  as
• 13:18
  well
• 13:18
  as
• 13:19
  conversationally
• 13:19
  what
• 13:19
  you've
• 13:19
  also
• 13:20
  been
• 13:21
  talking
• 13:21
  about
• 13:21
  too.
• 13:22
  So
• 13:22
  you
• 13:22
  want
• 13:22
  to
• 13:22
  go
• 13:22
  there.
• 13:23
  Absolutely.
• 13:23
  So
• 13:24
  personalization
• 13:24
  has
• 13:24
  been
• 13:25
  really
• 13:25
  important
• 13:25
  to
• 13:25
  us.
• 13:25
  I
• 13:26
  was
• 13:26
  mentioning
• 13:26
  to
• 13:26
  you
• 13:26
  earlier
• 13:26
  that
• 13:27
  the
• 13:27
  same
• 13:28
  website
• 13:28
  supports
• 13:29
  both
• 13:29
  pro
• 13:30
  and
• 13:30
  DIY
• 13:30
  customers.
• 13:31
  It
• 13:31
  supports,
• 13:32
  understands
• 13:33
  your
• 13:33
  intent,
• 13:33
  and
• 13:33
  then
• 13:34
  actually
• 13:34
  curates
• 13:35
  a
• 13:35
  shopping
• 13:35
  journey
• 13:35
  which
• 13:35
  is
• 13:36
  meant
• 13:36
  for
• 13:36
  that
• 13:36
  category
• 13:37
  and
• 13:37
  that
• 13:37
  customer
• 13:38
  versus,
• 13:39
  you
• 13:39
  know,
• 13:39
  a
• 13:40
  brown
• 13:40
  box
• 13:41
  type
• 13:41
  of
• 13:41
  a
• 13:41
  purchase.
• 13:42
  So
• 13:42
  we're
• 13:43
  extending
• 13:43
  that,
• 13:43
  I
• 13:43
  think
• 13:44
  with
• 13:44
  AI.
• 13:44
  One
• 13:44
  of
• 13:45
  the
• 13:45
  things
• 13:45
  that
• 13:45
  I
• 13:45
  feel
• 13:45
  really
• 13:46
  excited
• 13:46
  about
• 13:46
  is
• 13:46
  that
• 13:47
  our
• 13:47
  ability
• 13:47
  to
• 13:48
  personalize
• 13:49
  to
• 13:49
  that
• 13:49
  segment
• 13:50
  of
• 13:50
  one
• 13:50
  aspiration
• 13:51
  that
• 13:51
  we've
• 13:51
  all
• 13:51
  had
• 13:51
  for
• 13:52
  so
• 13:52
  long,
• 13:52
  and
• 13:52
  it
• 13:53
  just
• 13:53
  kind
• 13:53
  of
• 13:53
  felt
• 13:54
  difficult
• 13:54
  to
• 13:54
  get
• 13:54
  to.
• 13:55
  I
• 13:55
  think
• 13:55
  we're
• 13:55
  closer
• 13:56
  to
• 13:56
  it
• 13:56
  than
• 13:57
  ever
• 13:57
  before.
• 13:58
  The
• 13:58
  other
• 13:58
  dimension
• 13:59
  that
• 13:59
  I
• 13:59
  want
• 13:59
  to
• 13:59
  add
• 13:59
  there
• 14:00
  is
• 14:00
  that
• 14:00
  not
• 14:01
  only
• 14:01
  who
• 14:01
  the
• 14:01
  customer
• 14:01
  is,
• 14:02
  what
• 14:02
  they're
• 14:02
  purchasing,
• 14:03
  but
• 14:03
  I
• 14:03
  think
• 14:03
  the
• 14:04
  other
• 14:04
  really
• 14:04
  important
• 14:05
  entity
• 14:05
  in
• 14:05
  our
• 14:06
  business
• 14:06
  is
• 14:06
  the
• 14:06
  home
• 14:08
  for
• 14:08
  what
• 14:09
  are
• 14:09
  they
• 14:09
  purchasing
• 14:10
  for?
• 14:10
  Right.
• 14:11
  If
• 14:11
  you
• 14:11
  have
• 14:11
  a
• 14:11
  home
• 14:12
  in
• 14:12
  Arizona
• 14:13
  and
• 14:14
  it's
• 14:14
  a
• 14:14
  farmhouse,
• 14:15
  it's
• 14:15
  in
• 14:15
  rural
• 14:15
  area,
• 14:16
  and
• 14:16
  it's
• 14:16
  single
• 14:17
  story
• 14:18
  versus
• 14:18
  you
• 14:19
  have
• 14:19
  a
• 14:19
  condo
• 14:20
  in
• 14:20
  New
• 14:21
  York
• 14:21
  City,
• 14:21
  and
• 14:22
  that's
• 14:22
  your
• 14:22
  home.
• 14:23
  So
• 14:23
  the
• 14:23
  needs
• 14:23
  are
• 14:23
  very
• 14:24
  different,
• 14:24
  the
• 14:24
  considerations
• 14:25
  are
• 14:25
  very
• 14:25
  different.
• 14:26
  And
• 14:26
  if
• 14:26
  we
• 14:26
  don't
• 14:26
  understand
• 14:27
  that
• 14:27
  intent
• 14:28
  and
• 14:28
  that
• 14:28
  context,
• 14:29
  we
• 14:29
  can't
• 14:29
  meet
• 14:30
  you
• 14:30
  where
• 14:30
  you
• 14:30
  are.
• 14:31
  So
• 14:31
  that
• 14:32
  is
• 14:32
  what
• 14:32
  we
• 14:32
  are
• 14:32
  also
• 14:33
  very
• 14:33
  much
• 14:33
  focused
• 14:33
  on
• 14:34
  in
• 14:34
  terms
• 14:34
  of.
• 14:35
  So
• 14:35
  search
• 14:35
  results
• 14:36
  are
• 14:36
  actually
• 14:37
  taking
• 14:37
  all
• 14:38
  those
• 14:38
  signals
• 14:38
  into
• 14:38
  account
• 14:39
  and
• 14:40
  actually
• 14:40
  provide
• 14:41
  knowing
• 14:41
  your
• 14:41
  context,
• 14:42
  knowing
• 14:42
  your
• 14:42
  intent,
• 14:43
  it's
• 14:43
  surfacing
• 14:44
  results
• 14:44
  that
• 14:45
  work
• 14:45
  for
• 14:45
  you.
• 14:45
  I
• 14:46
  actually
• 14:46
  personally
• 14:47
  feel
• 14:47
  that
• 14:48
  the
• 14:49
  endless
• 14:49
  scrolling,
• 14:50
  that
• 14:50
  that
• 14:51
  style
• 14:51
  of
• 14:51
  working
• 14:52
  is
• 14:52
  gone.
• 14:52
  It's
• 14:53
  old.
• 14:53
  Customers
• 14:54
  don't
• 14:54
  have
• 14:54
  the
• 14:54
  patience
• 14:55
  of
• 14:55
  that
• 14:55
  for
• 14:55
  that
• 14:56
  anymore.
• 14:56
  They
• 14:57
  want
• 14:57
  their
• 14:57
  problem
• 14:58
  to
• 14:58
  be
• 14:58
  solved.
• 14:59
  They
• 14:59
  want
• 15:00
  us
• 15:00
  to
• 15:00
  understand
• 15:01
  who
• 15:01
  they
• 15:01
  are,
• 15:02
  what
• 15:02
  they're
• 15:02
  looking
• 15:02
  for.
• 15:03
  And
• 15:03
  I
• 15:03
  think
• 15:03
  so.
• 15:03
  Our
• 15:04
  search
• 15:04
  is
• 15:04
  actually
• 15:04
  very
• 15:05
  much
• 15:05
  powered
• 15:05
  by
• 15:06
  our
• 15:06
  models,
• 15:06
  but
• 15:06
  also
• 15:07
  LLMs
• 15:07
  for
• 15:07
  that
• 15:07
  reason.
• 15:08
  That's
• 15:08
  really
• 15:08
  interesting
• 15:08
  because
• 15:09
  I
• 15:09
  was
• 15:09
  actually
• 15:09
  just
• 15:09
  yesterday
• 15:10
  thinking
• 15:10
  to
• 15:10
  myself,
• 15:10
  I'm
• 15:10
  getting
• 15:11
  frustrated
• 15:11
  by
• 15:11
  that.
• 15:11
  Even
• 15:11
  in
• 15:12
  ChatGPT,
• 15:12
  where
• 15:13
  it's
• 15:13
  like
• 15:13
  making
• 15:13
  me
• 15:13
  scroll
• 15:14
  through
• 15:14
  the
• 15:14
  answer
• 15:14
  and
• 15:14
  I
• 15:14
  just
• 15:15
  want
• 15:15
  the
• 15:15
  answering,
• 15:16
  yes,
• 15:16
  but
• 15:16
  Joe,
• 15:16
  what
• 15:16
  color
• 15:17
  would
• 15:17
  you
• 15:17
  add
• 15:17
  to
• 15:17
  what
• 15:17
  she
• 15:18
  just
• 15:18
  said?
• 15:18
  Yeah,
• 15:18
  so
• 15:18
  what
• 15:18
  I
• 15:19
  would
• 15:19
  add
• 15:19
  is
• 15:19
  from
• 15:19
  a
• 15:19
  content
• 15:20
  perspective,
• 15:20
  we're
• 15:20
  actually
• 15:21
  changing
• 15:21
  the
• 15:21
  way
• 15:21
  that
• 15:22
  the
• 15:22
  website
• 15:22
  actually
• 15:23
  looks
• 15:23
  and
• 15:23
  feels.
• 15:24
  So
• 15:24
  when
• 15:24
  you
• 15:24
  go
• 15:25
  from
• 15:25
  your
• 15:25
  search
• 15:25
  history
• 15:26
  versus
• 15:27
  where
• 15:27
  you
• 15:27
  look
• 15:27
  at
• 15:27
  it
• 15:27
  versus
• 15:28
  I
• 15:28
  look
• 15:28
  at
• 15:28
  it,
• 15:28
  it's
• 15:28
  all
• 15:28
  gonna
• 15:28
  look
• 15:28
  a
• 15:29
  little
• 15:29
  bit
• 15:29
  different.
• 15:29
  So
• 15:30
  we're
• 15:30
  Actually
• 15:30
  personalizing
• 15:31
  content
• 15:32
  for
• 15:32
  you.
• 15:33
  So
• 15:33
  if
• 15:33
  you're
• 15:33
  searching
• 15:34
  for
• 15:34
  a
• 15:34
  countertop,
• 15:35
  I'm
• 15:35
  not
• 15:35
  gonna
• 15:35
  serve
• 15:36
  you,
• 15:36
  maybe
• 15:36
  something
• 15:37
  for
• 15:37
  the
• 15:37
  bathroom.
• 15:37
  I'm
• 15:37
  gonna
• 15:38
  say,
• 15:38
  okay,
• 15:38
  you're
• 15:38
  looking
• 15:38
  for
• 15:39
  a
• 15:39
  kitchen.
• 15:39
  This
• 15:39
  is
• 15:39
  your
• 15:39
  intent.
• 15:40
  So
• 15:41
  what
• 15:41
  you
• 15:41
  will
• 15:41
  see
• 15:41
  will
• 15:42
  be
• 15:42
  surfaced.
• 15:42
  And
• 15:42
  all
• 15:42
  these
• 15:42
  algorithms
• 15:43
  are
• 15:43
  working
• 15:43
  in
• 15:43
  the
• 15:43
  background.
• 15:44
  So
• 15:44
  if
• 15:44
  you're
• 15:44
  not
• 15:44
  engaging
• 15:44
  with
• 15:45
  that
• 15:45
  content,
• 15:45
  we're
• 15:45
  like,
• 15:45
  okay,
• 15:46
  we're
• 15:46
  gonna
• 15:46
  switch
• 15:46
  that
• 15:47
  up.
• 15:47
  So
• 15:48
  all
• 15:48
  that
• 15:48
  kind
• 15:49
  of
• 15:49
  dovetails
• 15:49
  into
• 15:49
  some
• 15:50
  of
• 15:50
  our
• 15:50
  kind
• 15:50
  of
• 15:50
  vertical
• 15:50
  video.
• 15:51
  We're
• 15:51
  also
• 15:51
  integrating
• 15:52
  on
• 15:52
  homepage
• 15:53
  with
• 15:53
  our
• 15:53
  creators.
• 15:53
  So
• 15:54
  we're
• 15:54
  basically
• 15:54
  looking
• 15:54
  at
• 15:55
  you
• 15:55
  as
• 15:55
  a
• 15:55
  customer
• 15:56
  and
• 15:56
  trying
• 15:56
  to
• 15:56
  make
• 15:56
  sure
• 15:57
  that
• 15:57
  while
• 15:57
  search
• 15:58
  is
• 15:58
  that
• 15:58
  way,
• 15:59
  also
• 15:59
  the
• 15:59
  content
• 15:59
  that
• 16:00
  you
• 16:00
  see
• 16:00
  in
• 16:00
  the
• 16:00
  website
• 16:01
  almost
• 16:01
  feels
• 16:01
  tailored
• 16:02
  exactly
• 16:02
  for
• 16:03
  you.
• 16:03
  And
• 16:04
  so
• 16:04
  that's
• 16:04
  what
• 16:04
  we
• 16:04
  want
• 16:04
  to
• 16:04
  cut
• 16:04
  out
• 16:05
  is
• 16:05
  no
• 16:05
  one
• 16:05
  has
• 16:05
  time,
• 16:06
  energy,
• 16:06
  or
• 16:06
  effort
• 16:07
  to
• 16:07
  be
• 16:07
  endless
• 16:07
  scrolling.
• 16:07
  They
• 16:08
  want
• 16:08
  curation.
• 16:08
  They
• 16:09
  want
• 16:09
  to
• 16:09
  say,
• 16:09
  Lowe's,
• 16:10
  what
• 16:10
  do
• 16:10
  you
• 16:11
  think
• 16:11
  I
• 16:11
  need
• 16:11
  for
• 16:11
  my
• 16:11
  home?
• 16:12
  This
• 16:12
  is
• 16:12
  what
• 16:12
  I'm
• 16:13
  trying
• 16:13
  to
• 16:13
  do.
• 16:13
  And
• 16:13
  we're
• 16:13
  here
• 16:14
  to
• 16:14
  help.
• 16:15
  Love
• 16:16
  that.
• 16:16
  How
• 16:16
  are
• 16:16
  you.
• 16:17
  So
• 16:17
  how
• 16:17
  are
• 16:17
  you
• 16:17
  going
• 16:18
  to
• 16:18
  measure
• 16:18
  this?
• 16:19
  I
• 16:19
  mean,
• 16:19
  how
• 16:19
  are
• 16:19
  you
• 16:20
  both
• 16:20
  looking
• 16:20
  at.
• 16:21
  Okay,
• 16:21
  we
• 16:21
  know
• 16:22
  that
• 16:22
  sales
• 16:23
  are
• 16:23
  increasing
• 16:24
  because
• 16:25
  we
• 16:25
  personalize
• 16:26
  Ann's
• 16:27
  site
• 16:28
  to
• 16:28
  Ann
• 16:28
  and
• 16:29
  we
• 16:29
  know
• 16:29
  that
• 16:29
  she's
• 16:29
  looking
• 16:29
  at
• 16:30
  a
• 16:30
  kitchen
• 16:30
  and
• 16:30
  not
• 16:30
  a
• 16:31
  bathroom.
• 16:33
  Like,
• 16:33
  what
• 16:34
  are
• 16:34
  you
• 16:34
  planning
• 16:34
  to
• 16:35
  do
• 16:35
  there?
• 16:35
  And
• 16:36
  how
• 16:36
  do
• 16:36
  you
• 16:36
  really
• 16:36
  isolate
• 16:37
  that
• 16:37
  impact?
• 16:38
  And
• 16:38
  Lima,
• 16:38
  let's
• 16:38
  start
• 16:39
  with
• 16:39
  you
• 16:39
  first.
• 16:39
  Yeah.
• 16:40
  So
• 16:40
  we
• 16:40
  are
• 16:40
  a
• 16:41
  very
• 16:41
  data
• 16:41
  driven
• 16:41
  organization.
• 16:42
  We
• 16:43
  test
• 16:43
  and
• 16:43
  learn
• 16:43
  and
• 16:44
  we
• 16:44
  measure
• 16:44
  and
• 16:44
  we
• 16:44
  iterate.
• 16:45
  I
• 16:45
  mean,
• 16:45
  that's
• 16:45
  kind
• 16:46
  of
• 16:46
  in
• 16:46
  our
• 16:46
  DNA.
• 16:47
  So
• 16:47
  we've
• 16:47
  got
• 16:47
  a
• 16:47
  pretty
• 16:48
  robust
• 16:48
  process
• 16:50
  technology
• 16:50
  architecture
• 16:51
  and
• 16:51
  then
• 16:51
  measurement
• 16:53
  process
• 16:53
  along
• 16:53
  with
• 16:53
  it,
• 16:54
  that
• 16:54
  we
• 16:54
  isolate
• 16:55
  every
• 16:55
  change.
• 16:56
  We
• 16:56
  actually
• 16:56
  do
• 16:56
  random
• 16:57
  split
• 16:57
  of
• 16:57
  traffic.
• 16:58
  We,
• 16:58
  we
• 16:58
  watch
• 16:58
  how
• 16:59
  the
• 16:59
  performance
• 16:59
  is.
• 16:59
  We
• 17:00
  have
• 17:00
  predetermined
• 17:01
  OKRs
• 17:01
  that
• 17:01
  we
• 17:02
  are
• 17:02
  expecting
• 17:03
  and
• 17:03
  then
• 17:03
  we
• 17:03
  measure.
• 17:03
  And
• 17:04
  then
• 17:04
  not
• 17:05
  all
• 17:05
  experiments
• 17:05
  work,
• 17:06
  but
• 17:06
  the
• 17:06
  whole
• 17:06
  idea
• 17:07
  is
• 17:07
  that
• 17:07
  we
• 17:07
  are
• 17:07
  able
• 17:08
  to
• 17:08
  isolate
• 17:08
  every
• 17:09
  one
• 17:09
  of
• 17:09
  those
• 17:09
  changes
• 17:09
  and
• 17:10
  be
• 17:10
  able
• 17:10
  to
• 17:10
  attribute
• 17:10
  that
• 17:11
  to
• 17:11
  incrementality
• 17:12
  or
• 17:12
  degradation.
• 17:13
  If
• 17:14
  sometimes
• 17:14
  that
• 17:14
  happens
• 17:15
  too.
• 17:16
  But
• 17:17
  at
• 17:17
  the
• 17:18
  gist
• 17:18
  of
• 17:18
  it
• 17:18
  all,
• 17:19
  ultimately
• 17:19
  it's
• 17:19
  about
• 17:20
  customer
• 17:20
  LTR
• 17:20
  conversion
• 17:21
  and
• 17:21
  aov.
• 17:24
  And
• 17:24
  then
• 17:24
  depending
• 17:25
  on
• 17:25
  the
• 17:25
  feature
• 17:25
  capability
• 17:26
  that
• 17:26
  we're
• 17:26
  building,
• 17:27
  one
• 17:27
  way
• 17:28
  is
• 17:28
  better
• 17:28
  than
• 17:28
  the
• 17:29
  other.
• 17:29
  Right.
• 17:29
  And
• 17:29
  personalization
• 17:30
  is
• 17:30
  really
• 17:31
  kind
• 17:31
  of
• 17:31
  that
• 17:31
  key.
• 17:32
  Ultimately
• 17:33
  it's
• 17:33
  about
• 17:33
  personalization
• 17:34
  should
• 17:34
  lead
• 17:34
  to
• 17:35
  solving
• 17:36
  the
• 17:36
  problem
• 17:36
  faster,
• 17:37
  quicker,
• 17:37
  more
• 17:37
  accurately,
• 17:38
  more
• 17:38
  precisely,
• 17:39
  that
• 17:39
  means
• 17:39
  it
• 17:39
  should
• 17:39
  drive
• 17:40
  conversion,
• 17:41
  and
• 17:41
  if
• 17:41
  it
• 17:41
  drives
• 17:41
  conversion,
• 17:42
  it
• 17:42
  should
• 17:42
  drive
• 17:42
  sales.
• 17:42
  Right.
• 17:43
  And
• 17:43
  I
• 17:43
  imagine
• 17:43
  that
• 17:44
  the
• 17:44
  two
• 17:44
  of
• 17:44
  you
• 17:44
  having
• 17:45
  the
• 17:45
  relationship
• 17:45
  that
• 17:46
  you
• 17:46
  do,
• 17:46
  the
• 17:46
  digital
• 17:47
  twins
• 17:47
  that
• 17:47
  you
• 17:47
  Are
• 17:48
  that
• 17:49
  also
• 17:49
  kind
• 17:50
  of
• 17:50
  helps
• 17:50
  make
• 17:50
  sure
• 17:50
  that
• 17:51
  you
• 17:51
  guys
• 17:51
  are.
• 17:52
  Are
• 17:52
  going
• 17:52
  after
• 17:52
  the
• 17:52
  same
• 17:53
  thing.
• 17:54
  We
• 17:54
  can
• 17:54
  take
• 17:54
  a
• 17:54
  most
• 17:55
  complex
• 17:55
  thing
• 17:56
  that
• 17:56
  we
• 17:56
  need
• 17:56
  to
• 17:56
  align
• 17:57
  on
• 17:57
  over
• 17:57
  text.
• 17:58
  Yeah.
• 17:58
  We
• 17:58
  can
• 17:59
  distill
• 17:59
  it
• 17:59
  down.
• 17:59
  Literally.
• 18:00
  It's
• 18:00
  so
• 18:00
  easy
• 18:01
  for
• 18:01
  us.
• 18:01
  Yes.
• 18:01
  It's
• 18:01
  that
• 18:02
  the
• 18:02
  relationship
• 18:02
  has
• 18:03
  been
• 18:03
  probably
• 18:03
  one
• 18:04
  of
• 18:04
  the
• 18:04
  best
• 18:04
  that
• 18:04
  I've
• 18:04
  had.
• 18:05
  So
• 18:05
  it's
• 18:05
  great
• 18:06
  to
• 18:06
  kind
• 18:06
  of
• 18:06
  see
• 18:06
  us
• 18:07
  partner
• 18:07
  together
• 18:07
  and
• 18:07
  say,
• 18:08
  here's
• 18:08
  a
• 18:08
  problem,
• 18:08
  let's
• 18:08
  solve
• 18:08
  it.
• 18:09
  Here's
• 18:09
  how
• 18:09
  we're
• 18:09
  going
• 18:09
  to
• 18:09
  do
• 18:09
  it
• 18:09
  together.
• 18:10
  And
• 18:11
  to
• 18:11
  add
• 18:11
  on
• 18:11
  to
• 18:11
  Nelima's
• 18:12
  point,
• 18:12
  like
• 18:12
  looking
• 18:12
  at
• 18:12
  that
• 18:13
  ltr,
• 18:13
  which
• 18:14
  is
• 18:14
  like
• 18:14
  a
• 18:14
  likelihood
• 18:15
  to
• 18:15
  recommend
• 18:15
  or
• 18:15
  ltv.
• 18:16
  Was
• 18:16
  it
• 18:16
  lifetime
• 18:17
  out?
• 18:18
  Yes.
• 18:18
  So
• 18:18
  instead
• 18:18
  of
• 18:18
  looking
• 18:18
  things
• 18:19
  in
• 18:19
  short
• 18:19
  increments,
• 18:20
  I
• 18:20
  want
• 18:20
  to
• 18:20
  see
• 18:21
  is
• 18:21
  that
• 18:21
  customer
• 18:21
  coming
• 18:22
  back?
• 18:22
  Are
• 18:22
  they
• 18:22
  engaging
• 18:22
  with
• 18:23
  us?
• 18:23
  Are
• 18:23
  they
• 18:23
  talking
• 18:23
  about
• 18:23
  it
• 18:23
  with
• 18:24
  their
• 18:24
  friends?
• 18:24
  And
• 18:24
  so
• 18:24
  we
• 18:24
  get
• 18:25
  all
• 18:25
  of
• 18:25
  those
• 18:26
  little
• 18:26
  signals
• 18:27
  to
• 18:27
  not
• 18:27
  only
• 18:27
  look
• 18:27
  at
• 18:28
  that.
• 18:28
  Okay,
• 18:28
  is
• 18:28
  it
• 18:28
  ROI
• 18:29
  positive
• 18:29
  for
• 18:29
  this
• 18:30
  quarter?
• 18:30
  Right.
• 18:30
  How
• 18:31
  is
• 18:31
  this
• 18:31
  actually
• 18:31
  going
• 18:32
  to
• 18:32
  enhance
• 18:32
  that
• 18:32
  customer,
• 18:33
  to
• 18:33
  treat
• 18:33
  a
• 18:33
  customer
• 18:33
  like
• 18:33
  a
• 18:34
  real
• 18:34
  person?
• 18:34
  Yeah,
• 18:34
  that's
• 18:35
  what
• 18:35
  we're
• 18:35
  trying
• 18:35
  to.
• 18:36
  New
• 18:36
  metrics
• 18:37
  that
• 18:37
  make
• 18:37
  a
• 18:37
  lot
• 18:37
  more
• 18:38
  sense.
• 18:39
  And
• 18:39
  I
• 18:39
  think.
• 18:40
  I
• 18:40
  think
• 18:40
  the
• 18:40
  other
• 18:40
  piece
• 18:40
  that
• 18:41
  we're
• 18:41
  also
• 18:41
  working
• 18:41
  on
• 18:42
  is,
• 18:42
  as
• 18:42
  Joe
• 18:43
  mentioned,
• 18:43
  that
• 18:43
  80%
• 18:44
  of
• 18:44
  the
• 18:44
  services
• 18:45
  are
• 18:45
  starting
• 18:45
  online.
• 18:46
  So
• 18:46
  while
• 18:47
  a
• 18:48
  purchase
• 18:48
  may
• 18:48
  take
• 18:48
  place
• 18:49
  in
• 18:49
  store,
• 18:50
  the
• 18:50
  thing
• 18:50
  is,
• 18:50
  many
• 18:51
  times
• 18:51
  the
• 18:51
  discovery
• 18:52
  tools,
• 18:52
  the
• 18:53
  searchability
• 18:53
  on.com
• 18:54
  led
• 18:54
  to
• 18:55
  that
• 18:55
  purchase
• 18:56
  in
• 18:56
  the
• 18:56
  store.
• 18:57
  And
• 18:57
  that
• 18:57
  attribution
• 18:58
  also
• 18:58
  is
• 18:59
  really
• 18:59
  important.
• 18:59
  Right.
• 19:00
  So
• 19:01
  we
• 19:01
  can't
• 19:02
  look
• 19:02
  at
• 19:03
  things
• 19:03
  in
• 19:03
  silo
• 19:04
  or
• 19:05
  in
• 19:05
  one
• 19:05
  channel.
• 19:06
  Yeah,
• 19:06
  that's
• 19:06
  a
• 19:06
  very
• 19:06
  complicated
• 19:07
  problem.
• 19:07
  All
• 19:07
  right,
• 19:08
  well,
• 19:08
  let's
• 19:08
  get
• 19:08
  you
• 19:08
  two
• 19:08
  out
• 19:08
  of
• 19:08
  here
• 19:09
  on
• 19:09
  this
• 19:09
  has
• 19:09
  been.
• 19:09
  This
• 19:10
  is
• 19:10
  already
• 19:10
  in
• 19:10
  the
• 19:10
  running
• 19:11
  for
• 19:11
  my
• 19:11
  favorite
• 19:11
  interview
• 19:12
  of
• 19:12
  the
• 19:12
  year.
• 19:12
  This
• 19:12
  is
• 19:13
  my
• 19:13
  interview.
• 19:13
  Right.
• 19:14
  But
• 19:14
  I
• 19:15
  think
• 19:15
  it's
• 19:15
  got
• 19:15
  a
• 19:15
  strong
• 19:15
  lead.
• 19:16
  It's
• 19:16
  going
• 19:16
  to
• 19:16
  stay
• 19:16
  in
• 19:17
  that
• 19:17
  position
• 19:17
  for
• 19:17
  quite
• 19:18
  a
• 19:18
  while,
• 19:18
  I
• 19:18
  think.
• 19:19
  All
• 19:19
  right,
• 19:19
  let's
• 19:19
  get
• 19:19
  you
• 19:19
  both
• 19:19
  out
• 19:20
  of
• 19:20
  here
• 19:20
  on
• 19:20
  this.
• 19:20
  Joe,
• 19:20
  we'll
• 19:20
  start
• 19:21
  with
• 19:21
  you.
• 19:21
  If
• 19:21
  you
• 19:22
  put
• 19:22
  your
• 19:22
  prediction
• 19:22
  hat
• 19:23
  on
• 19:23
  for
• 19:23
  me.
• 19:23
  Yeah,
• 19:24
  right.
• 19:24
  All
• 19:24
  right.
• 19:25
  If
• 19:25
  you're
• 19:25
  looking
• 19:25
  out
• 19:26
  three
• 19:26
  years
• 19:26
  from
• 19:26
  now,
• 19:27
  how
• 19:27
  is
• 19:27
  the
• 19:28
  personalized
• 19:28
  experience
• 19:29
  at
• 19:29
  Lowe's
• 19:29
  different
• 19:30
  than
• 19:30
  it
• 19:30
  is
• 19:30
  today?
• 19:31
  Yeah.
• 19:32
  So
• 19:32
  what
• 19:32
  I
• 19:32
  would
• 19:33
  say
• 19:33
  is
• 19:34
  Lowe's
• 19:35
  right
• 19:35
  now,
• 19:36
  we're
• 19:37
  personalizing
• 19:37
  modules.
• 19:38
  I
• 19:38
  would
• 19:39
  say
• 19:39
  it's
• 19:39
  a
• 19:39
  prediction.
• 19:40
  You
• 19:40
  come
• 19:41
  to
• 19:41
  Lowe's
• 19:41
  and
• 19:41
  it
• 19:42
  is
• 19:42
  connected,
• 19:42
  completely
• 19:42
  skinned
• 19:43
  for
• 19:43
  you.
• 19:43
  It
• 19:44
  is
• 19:44
  like
• 19:44
  Joe's
• 19:45
  store
• 19:45
  for
• 19:45
  Lowe's.
• 19:46
  It
• 19:46
  is
• 19:46
  going
• 19:46
  to
• 19:46
  show
• 19:46
  you
• 19:46
  the
• 19:46
  exact
• 19:47
  product
• 19:47
  that
• 19:47
  I
• 19:47
  want
• 19:47
  so
• 19:48
  I
• 19:48
  don't
• 19:48
  have
• 19:48
  to
• 19:48
  actually
• 19:48
  search
• 19:49
  for
• 19:49
  Holy
• 19:49
  Grail.
• 19:49
  I
• 19:50
  know
• 19:50
  that
• 19:50
  I'm
• 19:50
  going
• 19:50
  there,
• 19:51
  and
• 19:51
  it
• 19:51
  is
• 19:51
  going
• 19:51
  to
• 19:51
  serve
• 19:52
  up
• 19:52
  to
• 19:52
  me.
• 19:52
  Joe,
• 19:52
  you
• 19:52
  need
• 19:53
  to
• 19:53
  buy
• 19:53
  this
• 19:53
  today.
• 19:53
  Your
• 19:54
  kitchen
• 19:54
  was
• 19:54
  renovated
• 19:54
  five
• 19:55
  years
• 19:55
  ago.
• 19:55
  I
• 19:55
  know
• 19:55
  that
• 19:55
  you
• 19:55
  like
• 19:56
  to
• 19:56
  be
• 19:56
  on
• 19:56
  trend,
• 19:56
  obviously,
• 19:57
  and
• 19:58
  so
• 19:58
  I
• 19:58
  need
• 19:58
  you
• 19:58
  to
• 19:58
  renovate
• 19:59
  that
• 19:59
  kitchen
• 19:59
  again.
• 19:59
  That.
• 20:00
  Those
• 20:00
  are
• 20:00
  the
• 20:00
  signals
• 20:00
  that's
• 20:01
  going
• 20:01
  to
• 20:01
  go.
• 20:01
  That
• 20:01
  is
• 20:01
  where
• 20:02
  I
• 20:02
  see
• 20:02
  this
• 20:02
  going,
• 20:03
  where
• 20:03
  you
• 20:03
  don't.
• 20:03
  You
• 20:03
  don't
• 20:03
  actually
• 20:04
  have
• 20:04
  to
• 20:04
  put
• 20:04
  any
• 20:04
  intent
• 20:04
  out
• 20:05
  there.
• 20:05
  The
• 20:05
  intent
• 20:05
  then
• 20:05
  comes
• 20:06
  to
• 20:06
  you
• 20:06
  because
• 20:06
  we
• 20:06
  know
• 20:07
  so
• 20:07
  much
• 20:07
  about
• 20:07
  you.
• 20:08
  Awesome
• 20:08
  Lima.
• 20:09
  That's
• 20:09
  well
• 20:09
  said.
• 20:10
  You
• 20:10
  know,
• 20:10
  so,
• 20:10
  yeah.
• 20:11
  Anything
• 20:11
  to
• 20:11
  add,
• 20:11
  or
• 20:12
  is
• 20:12
  it
• 20:12
  just
• 20:12
  like,
• 20:12
  mic
• 20:12
  drop?
• 20:13
  Should
• 20:13
  we
• 20:13
  just
• 20:13
  mic
• 20:13
  drop
• 20:13
  it?
• 20:14
  No.
• 20:14
  I
• 20:14
  have
• 20:15
  one
• 20:15
  more
• 20:15
  point,
• 20:16
  and
• 20:16
  the
• 20:16
  point
• 20:16
  is
• 20:16
  that,
• 20:17
  you
• 20:17
  know,
• 20:17
  see,
• 20:17
  our
• 20:17
  mission
• 20:18
  is
• 20:18
  solving
• 20:18
  problems
• 20:18
  and
• 20:19
  fulfilling
• 20:19
  dreams
• 20:19
  for
• 20:19
  the
• 20:20
  home.
• 20:20
  Right,
• 20:20
  Right.
• 20:20
  And
• 20:21
  personalization
• 20:21
  is,
• 20:21
  of
• 20:21
  course,
• 20:22
  core
• 20:22
  to
• 20:22
  that.
• 20:23
  But
• 20:23
  I
• 20:24
  actually
• 20:24
  also
• 20:24
  feel
• 20:25
  that
• 20:26
  as
• 20:26
  AI
• 20:26
  and
• 20:27
  agentic
• 20:27
  AI
• 20:28
  is
• 20:28
  taking,
• 20:29
  you
• 20:29
  know,
• 20:30
  us
• 20:30
  by
• 20:30
  the
• 20:30
  storm,
• 20:31
  and
• 20:31
  it's
• 20:31
  actually
• 20:31
  moving
• 20:32
  at
• 20:32
  a
• 20:32
  pace
• 20:32
  that
• 20:32
  we
• 20:32
  never
• 20:33
  anticipated.
• 20:34
  I
• 20:34
  really
• 20:34
  think
• 20:34
  that
• 20:35
  solving
• 20:35
  problems,
• 20:36
  I
• 20:36
  think
• 20:36
  Lowe's
• 20:37
  will
• 20:37
  be
• 20:37
  making
• 20:37
  more
• 20:38
  and
• 20:38
  more
• 20:38
  judgment
• 20:38
  calls
• 20:39
  on
• 20:39
  behalf
• 20:39
  of
• 20:39
  the
• 20:39
  customer.
• 20:40
  That
• 20:40
  trust
• 20:40
  will
• 20:41
  continue
• 20:41
  to
• 20:41
  grow,
• 20:42
  and
• 20:42
  we
• 20:42
  are
• 20:43
  actually
• 20:43
  going
• 20:43
  to
• 20:44
  allow
• 20:44
  customers
• 20:45
  more
• 20:46
  time
• 20:46
  to
• 20:46
  dream
• 20:47
  and
• 20:47
  less
• 20:48
  entangled
• 20:48
  in
• 20:49
  solving
• 20:49
  problems.
• 20:49
  And
• 20:50
  that's
• 20:50
  the
• 20:50
  goal.
• 20:51
  No
• 20:51
  more
• 20:51
  lists
• 20:52
  to
• 20:52
  scroll
• 20:52
  through,
• 20:53
  just
• 20:54
  only
• 20:55
  discovery.
• 20:55
  Only
• 20:56
  discovery.
• 20:57
  Yeah.
• 20:57
  Make
• 20:57
  your
• 20:57
  homes
• 20:58
  even
• 20:58
  more
• 20:58
  beautiful.
• 20:58
  Yes.
• 20:59
  Well,
• 20:59
  thank
• 21:00
  you
• 21:00
  both
• 21:00
  Nelema
• 21:01
  and
• 21:01
  Joe,
• 21:01
  so
• 21:02
  much
• 21:02
  for
• 21:02
  taking
• 21:02
  the
• 21:03
  time
• 21:03
  to
• 21:03
  join
• 21:04
  us
• 21:04
  here
• 21:04
  and
• 21:04
  to
• 21:05
  share
• 21:05
  your
• 21:05
  story
• 21:05
  with
• 21:05
  our
• 21:06
  audience.
• 21:06
  Thanks
• 21:07
  again
• 21:07
  to
• 21:07
  Vujin
• 21:08
  for
• 21:08
  making
• 21:08
  all
• 21:08
  of
• 21:08
  our
• 21:09
  coverage
• 21:09
  here
• 21:09
  at
• 21:09
  NRF
• 21:10
  possible.
• 21:10
  Stay
• 21:11
  tuned.
• 21:11
  We
• 21:11
  have
• 21:12
  several
• 21:13
  more
• 21:13
  interviews
• 21:13
  over
• 21:14
  the
• 21:14
  course
• 21:14
  of
• 21:14
  the
• 21:14
  next
• 21:14
  three
• 21:15
  days
• 21:15
  to
• 21:15
  bring
• 21:15
  you,
• 21:15
  and
• 21:16
  until
• 21:16
  then,
• 21:16
  be
• 21:17
  careful
• 21:17
  out
• 21:17
  there.