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As artificial intelligence continues to reshape the global workforce, Marvin Ellison, CEO of Lowe’s, has a clear message for employees and companies alike: those who stay close to their customers will thrive even in the age of automation.
With decades of leadership experience at companies like Home Depot, Target, and now Lowe’s, Ellison has witnessed multiple waves of transformation. But in 2025, he sees the changes brought on by AI as more rapid and far-reaching than anything the retail industry has seen before.
And yet, he’s optimistic if people are willing to adapt.
The AI Disruption Isn’t Coming—It’s Here
From AI-powered chatbots to predictive inventory systems and robotic automation in logistics, artificial intelligence is already redefining how retail businesses operate.
At Lowe’s, Ellison says AI has become a critical tool, helping to forecast demand, manage supply chains, and personalize customer service. But he’s quick to note that technology is only part of the equation.
“AI will change jobs, not eliminate them if we evolve with it,” Ellison said.
According to him, the key lies in how businesses train and reskill workers, and how employees focus on human-centered roles that machines can't replicate.
Why “Customer Obsession” Is the Ultimate Job Security
While AI can analyze data and streamline operations, it still lacks one critical trait: empathy.
Ellison believes that human connection remains irreplaceable, especially in retail. Whether it's a store associate helping a first-time homeowner or a designer walking a client through a kitchen remodel, those one-on-one moments build trust and brand loyalty in ways no algorithm can match.
“If you understand your customer, if you solve their problems, you’ll always have a place,” he explained.
That’s why Ellison is urging his team and the broader workforce to double down on soft skills, like communication, problem-solving, and emotional intelligence. These aren’t just “nice to have” skills in the age of AI they’re essential differentiators.
Training the Workforce of Tomorrow
Lowe’s has already taken steps to prepare its workforce for the future. The company offers programs to upskill employees, helping them learn new technologies, digital tools, and customer engagement techniques.
Ellison argues that other businesses should follow suit: not just replacing roles with tech, but investing in people to work with that tech.
This approach, he says, isn’t just good ethics it’s good business.
“When employees feel supported and equipped, they deliver better customer service. And that’s how you grow a company, even in tough times,” he noted.
What Other Leaders Can Learn
In an era where headlines are dominated by layoffs, job automation, and tech disruptions, Ellison stands out by focusing on long-term workforce development rather than short-term cost cutting.
He believes the companies that keep their employees and customers at the center of their strategy and who lean into change rather than fear it will be the ones that emerge stronger from the AI revolution.
And for employees across every industry, the advice is simple yet powerful: stay curious, stay adaptable, and always stay connected to the human side of your work.
The Future of Work Is Human + AI
Ellison’s vision isn’t about resisting automation or pretending that AI won’t reshape the job market. It’s about finding the balance between human and machine using tech to make people better, not replace them entirely.
In the future, he imagines teams where AI handles the background noise, while humans focus on relationships, strategy, and creative problem-solving.
That’s not just survival it’s a blueprint for thriving in the next generation of work.
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