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Ensuring Customer-Centric Technology at Walmart: A Look into the CTO’s Approach

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How Walmart’s CTO gets tech to adapt to the customer

Walmart’s Chief Technology Officer, Suresh Kumar, shares insights on the retail giant’s innovative approach to technology in an interview with Mint. Kumar, an IIT-Madras graduate, emphasizes Walmart’s focus on blending advanced technologies like artificial intelligence and generative AI with their ‘adaptive retail’ strengths.

Kumar discusses Walmart’s evolution in the industry, highlighting the shift towards social commerce and product discovery beyond traditional e-commerce search. He also mentions the impact of technologies like augmented reality, robotics, digital twins, AI, and GenAI on enhancing customer experiences and operational efficiencies.

The key to Walmart’s success lies in their customer-centric approach, with a strong emphasis on understanding customer preferences through data analysis and AI models. Kumar explains how Walmart continuously refines their technology offerings to eliminate friction in the customer experience, from finding products to delivery.

One notable example is Walmart’s home-delivery service, where associates deliver products directly into customers’ homes and refrigerators, emphasizing trust and personalized service. The integration of GenAI across various areas, including customer experience, internal applications, and supply chain optimization, has significantly boosted productivity and efficiency.

In addressing concerns about data privacy and security with advanced technologies like GenAI, Walmart prioritizes building trust with customers and associates. The company’s India centers play a crucial role in implementing emerging technologies, collaborating with global teams to drive innovation.

Moreover, Walmart’s investments in automation and robotics aim to enhance productivity in the supply chain while providing associates with opportunities for upskilling and career advancement. Kumar’s advice to CXOs emphasizes the importance of empowering skilled teams, focusing on solving real customer problems, and starting small to test and learn before scaling up technology implementations. With a customer-centric approach and a strategic focus on technology integration, Walmart continues to lead the retail industry in innovation and customer satisfaction.

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