Rick Castanho

Customer Experience Architecture & Engagement
Lowe’s Companies, Inc.

Rick Castanho focuses on Customer Experience Architecture & Engagement for Lowe’s Home Improvement. He has spent the last 4 plus years with Lowe’s designing and implementing customer experiences while cultivating a customer-focused approach to experience design within Lowe’s. As Intent Architect for MyLowe’s, Rick was instrumental in the strategy, design, and rollout of Lowe’s customer facing digital environment in 2011. He also served as Intent Architect for Product Locator, an in-store product finding feature integrated into Lowe’s consumer & associate facing mobile applications released in 2013. He is currently leading efforts to align and activate Customer Experience Strategy and Design into great omni-channel customer experiences. Rick is very passionate about the emerging fusion of the Digital and Physical worlds as a platform on which to evolve the Home Improvement shopping experience for Lowe’s customers and to deliver to them great experiences time and time again. Prior to Lowe’s, Rick most recently was Director of Global User Experience at Monster.com. While there he led the development of a global UX discipline responsible for the redesign and launch of their customer facing website in 2009, which achieved a Webby Award. Rick has had extensive experience working with startups and as well as established leaders in designing digital and multi-channel experiences across a number of industries, including government, advertising, recruiting, financial services, news & media, and software. Rick is innovative, strategic, and very focused on creating great customer experiences. He thrives on uncovering disruptive models that change the way customers shop and experience their world. Rick earned Bachelor of Fine Arts degree from UMASS, Dartmouth. Rick enjoys spending time with his family and pursuing his passion for painting in his free time.

Check out the incredible speaker line-up to see who will be joining Rick.

Download The Latest Agenda

Back To The Future Store: The Digital Evolution Of The Brick & Mortar

Tuesday, December 6th, 2016

11:40 Panel Discussion: “Battling” Showrooming—Embracing The Way Consumers Shop Today

Consumers have multitudinous options for how they want to shop and showrooming has become commonplace. Early on, retailers sought out ways to combat showrooming, but it has become apparent that it’s here to stay. As a result, retailers are responding to the showroom showdown by creating unique customer experiences in-store. You don’t want to miss this panel discussion as the panelists tackle the challenge of eliminating/embracing showrooming to increase sales and loyalty.

• Strategies to drive the customer to be excited and enticed to
store locations
• Continuing to roll out brick and mortar stores and sustain
competitiveness while online continues to grow
• Offering cutting edge technology to complement the shopping
experience
• Transitioning to an environment that’s fully available to the
customer all the time

Cross-Channel Technology Enablement

Friday, January 6th, 2017

13:35 Panel Discussion: Improving Engagement, Loyalty And Overall Shopping Experience For Consumers In-Store

Without customer loyalty what do you have? The answer is simple, not much. As retailers seek to engage consumers in new and exciting ways, it is easy to forget to take cues from your shoppers. In an age where it’s natural to want to follow the leader, this panel will remind you to let your customer be your guide. Find out methods for improving customer engagement and experience, and how to create an unbreakable link to loyalty.

• Employing next generation customer analytics to discern shopper
movement
• Providing a matchless customer experience through superior
supply chain and inventory management, POS and digital
advancements
• Crafting quicker and easier in-store customer transactions
• Back to basics: deriving loyalty from customer service and an
engaging customer experience