Home Depot and Stellantis Executives Detail AI Customer Experience Innovations

Executives from The Home Depot and Stellantis highlighted their companies' innovative uses of artificial intelligence to advance customer experiences at the Fast Company Innovation Festival in New York on Thursday. Fran Bell, EVP and chief technology officer at The Home Depot, and Eugene Nikolavsky, chief information officer of North America at Stellantis, were recognized as "Pacesetters" for their leadership in applying AI for business innovation. Both executives emphasized that AI's role extends beyond workflow optimization to fundamentally reshaping customer interactions.

At The Home Depot, Bell explained the development of the Magic Apron generative AI shopping assistant and project guide, designed to serve both professional contractors and DIY enthusiasts. This AI tool aims to assist customers both before and after purchases, and to enhance the in-person shopping experience. Bell articulated her belief that AI's greatest value lies in augmenting human ingenuity and empowering store associates. The technology enables associates to quickly locate products within the store; for instance, by taking a picture of a light bulb, an associate can instantly determine its aisle and bay location, or check online availability and estimated delivery times for customers. This capability streamlines the customer journey by providing rapid and accurate information, thereby improving the overall in-store experience.

Eugene Nikolavsky discussed Stellantis's approach to AI within the automotive sector, a company that manufactures brands such as Jeep, Ram, Dodge, and Chrysler. While the provided text cuts off before detailing Stellantis's specific AI initiatives for customer journeys, the context suggests a focus on leveraging AI to improve how customers engage with the brand and its vehicles throughout their lifecycle. The "Pacesetters" recognition signifies a broader trend among leading companies to integrate AI not just for internal efficiencies but as a core component of their customer-facing strategies, aiming to create more personalized, responsive, and intuitive experiences. The festival served as a platform for these leaders to share insights into how AI is driving tangible business outcomes and setting new benchmarks for customer engagement in their respective industries.