Focus will be on adaptive retail for customers, workforce and society
Walmart president and CEO, Doug McMillon energized the Consumer Electronics Show (CES) delivering a keynote this week about the company’s new type of commerce, describing it as “customer-centric, interconnected, frictionless and one that consistently exceeds expectations”.
He also outlined the company’s plan for ongoing innovation that will create technology for the benefit of customers, members, its associate team and society.
“Walmart’s purpose is to help people live better and, today, more than ever, advances in technology make it feel like anything is possible. Our technology roadmap is compelling and we’re very excited about it, but we’re clear that we are a people-led, tech-powered company. People, our customers and associates, come first and we’ll put technology to work to serve them better than ever,” said McMillon.
Focusing on the leading technologies impacting business and society, Walmart showcased innovations centered around AI, GenAI, and AR that are enhancing Walmart as a shopping destination. Included is a new GenAI-powered search experience currently available to iOS customers. Customers are able to search by use case such as “football watch party” as opposed to individual items such as chip, wings and TVs. This search generates relevant, cross-category results.
The world’s largest retailer previewed a beta social commerce platform called Shop with Friends. Using AR, shoppers share with friends the virtual outfits they create, gaining their feedback while adding excitement to their fashion finds.
Looking forward, Walmart is developing a service called InHome Replenishment—that uses AI in combination with Walmart’s replenishment expertise to significantly change their customers’ shopping experience. In the future customers will receive their online orders via timeline delivery to their refrigerator in a kitchen or garage.
Walmart views these innovations as a seamless integration of the online and offline shopping experiences. Adaptive retail goes beyond search, focusing on creating shopping experiences that are “personalized, seamless and flexible” from start to finish. The company seeks to meet rising customer expectations about technology and how those offered are able to provide a convenient and enjoyable shopping experience.
“While omnichannel retail has been around for decades, this new type of retail – adaptive retail – takes it a step further,” said Suresh Kumar, global chief technology officer and chief development officer, Walmart Inc. “It’s retail that is not only eCommerce or in-store, but a single, unified retail experience that seamlessly blends the best aspects of all channels. And for Walmart, adaptive retail is rooted in a clear focus on people.”
In addition to giving an exciting view of Walmart’s ongoing commitment to innovation for its customers, McMillon shared initiatives that are enhancing its 2.1 million global Walmart associates as well as society at large. Last summer it launched a GenAI tool for U.S. and Canada campus-based associates called My Assistant.
Across the enterprise, the app will remove friction, offer a personalized interface and deliver tools to company associates through their handheld device. My Assistant is streamlining the associate experience using technology—with more to come.
For society and on the global front, Walmart is furthering the commitment it made to reduce the impact its operations is having on the environment that began in 2005. The company now powers 47% of its operations with renewable energy and is on track to power more than 50% by 2025 and 100% by 2035.
Championing greater access to clean energy in local communities, Walmart plans to unlock up to two gigawatts of new solar projects around the U.S. These projects will drive more clean energy into the grid and also save consumers money on their electricity bills.
“The role we play in our communities provides us with a tremendous opportunity to help people transition to clean energy in a way that also helps them save money and live better,” said Vishal Kapadia, senior vice president, Energy Transformation for Walmart.
