How Lowe’s taps channel data to improve in-store and online CX

Hear how Lowes leverages customer feedback from multiple channels to improve CX online and off

By embracing customer feedback from diverse channels, Lowe’s has developed a comprehensive and strategic approach to Voice of the Customer (VoC) based on empathy and action. Drawing on insights from surveys, contact center complaints, in-store feedback and social media, Lowe’s ensures a 360-degree view of customers that drives meaningful outcomes for customers and employees alike.

In this session from All Access: Voice of the Customer 2025, Sahil Shetty, senior business intelligence analyst at Lowe’s, shares insights into how the DIY giant integrates feedback from diverse customer touchpoints – including surveys, social media and contact center interactions – to create a comprehensive VoC strategy. 

Sahil will discusses the challenges of managing feedback across multiple channels and highlights how actionable insights drive meaningful outcomes for both customers and employees. The session also explores how this approach has led to a stronger connection between in-store employees and customers, fostering a more personalized and effective shopping experience.

Discover more insights from Sahil here and find out more about the event from senior producer, Chloe Chappell, here.