Why agentic is about re-wiring the enterprise brain?

Lowe's deployed an AI companion across its stores and expected new hires to adopt it first. Tenured associates who spent years in a single department became the fastest adopters instead, using the tool to confidently serve customers across all categories in a 100,000 square foot store.

Chandhu Nair, SVP of Stores, Data, AI and Innovation at Lowe's, walks Prat through the rollout of Milo Companion, the 60% accuracy starting point, the voice pivot that came from real floor feedback, and his new book's thesis that AI represents the third great enterprise decoupling.

Topics discussed:

• The Enterprise Brain thesis on AI as the third decoupling

• Deploying Milo Companion as an in-store AI agent

• Pivoting to voice after associates preferred speaking over typing

• Why tenured employees adopted the AI tool fastest

• Setting expectations at 60% accuracy from day one

• Tracking 200 basis point improvement in likelihood to recommend

• Running leadership in the age of AI executive programs

• Why 70% of AI transformation is change management