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

Livemint · 9m

Walmart is investing billions of dollars in technology to enhance the online shopping experience and automate two-thirds of its stores by the end of 2026. Suresh Kumar, Walmart's Global Chief Technology Officer, explains that the company focuses on reducing friction for customers through technologies such as AI and GenAI. Examples of Walmart's innovative solutions include virtual fitting rooms, personalized advertising campaigns, and an internal application called Sidekick that helps store associates become more effective. The company also emphasizes the importance of data privacy, security, and trust when deploying new technologies. The Indian Development Centre plays a significant role in implementing emerging technologies, and Walmart aims to share information and best practices across its subsidiaries such as Flipkart, Myntra, and PhonePe. Automation and robotics are utilized to automate parts of the supply chain and improve productivity, while also providing a safer and better working environment for associates. Walmart acknowledges that job roles may change due to automation but believes that it presents an opportunity for upskilling. Kumar advises CXOs to have skilled teams, stay focused on customer needs, and start small when implementing new technologies.