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Kumar\u8bf4\uff0c\u5728\u75ab\u60c5\u671f\u95f4\u6c83\u5c14\u739b\u7684\u5ba2\u6237\u4e00\u76f4\u4e13\u6ce8\u4e8e\u4ef7\u503c\u548c\u4fbf\u5229\uff0c\u4f46\u8d8a\u6765\u8d8a\u5173\u5fc3\u5b89\u5168\u95ee\u9898\u3002<\/p>\n\n\n\n
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\u4eca\u5e74\u6625\u5b63\uff0c\u6c83\u5c14\u739b\u5bf9\u5176\u53d6\u8d27\u548c\u914d\u9001\u670d\u52a1\u4ee5\u53caWalmart Pay\u505a\u51fa\u4e86\u4e00\u4e9b\u8c03\u6574\uff0c\u8ba9\u4eba\u4eec\u53ef\u4ee5\u5728\u5e94\u7528\u4e2d\u9009\u62e9\u4e00\u79cd\u652f\u4ed8\u65b9\u5f0f\uff0c\u7136\u540e\u626b\u63cf\u6536\u94f6\u673a\u4e0a\u7684\u4e8c\u7ef4\u7801\u7ed3\u8d26\uff0c\u8ba9\u8d2d\u7269\u8fc7\u7a0b\u53d8\u5f97\u66f4\u52a0\u96f6\u63a5\u89e6\u3002<\/p>\n\n\n\n
\u5c55\u671b\u672a\u6765\uff0cKumar\u8bf4\uff0c\u6c83\u5c14\u739b\u4e0d\u4ec5\u5c06\u7ee7\u7eed\u503e\u542c\u6765\u81ea\u5728\u7ebf\u8d2d\u7269\u987e\u5ba2\u6216\u8005\u5e97\u5185\u8d2d\u7269\u987e\u5ba2\u7684\u610f\u89c1\uff0c\u800c\u4e14\u8fd8\u5c06\u89c2\u5bdf\u5176\u4ed6\u516c\u53f8\u5728\u505a\u4ec0\u4e48\u3001\u6709\u54ea\u4e9b\u8d8b\u52bf\u3001\u793e\u4ea4\u5a92\u4f53\u4e0a\u6b63\u5728\u70ed\u8bae\u4ec0\u4e48\uff0c\u4ee5\u786e\u5b9a\u4e0b\u4e00\u9879\u6570\u5b57\u5316\u521b\u65b0\u3002CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
$\"\"\/$ <\/figure>\n\n\n\n
\u7ffb\u8bd1\uff1a<\/h2>\n\n\n\n
Walmart has long been known for embracing digital innovations, from making deliveries with drones and self-driving cars to adding automated micro-delivery capabilities to dozens of stores.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
In the past few months, Walmart has announced that it will be testing a Text to Shop tool to further integrate its app with universal search and checkout processes, while Sam’s Club is working on a new version of its Scan & Go technology and testing a feature called Scan & Ship. Allows shoppers to select the items they want in-store and have them delivered to their homes.<\/p>\n\n\n\n
Walmart is using technology and its size as a competitive advantage, especially in its competition with e-commerce giant Amazon. In an interview at the Tech Leadership Forum last week, Suresh Kumar, Walmart’s global chief technology officer and chief development officer, described how the retailer is innovating digitally as it hones its omnichannel strategy.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Decision: whether to build or cooperate<\/h3>\n\n\n\n
Walmart has a number of well-known technology partners, including Adobe and Ford; It has also terminated contracts with a number of partners, such as the cancellation of self-pickup kiosks made by Estonian company Cleveron and distributed by Bell & Howell, and the discontinuation of the use of shelf scanning robots from Bossa Nova Robotics for inventory management.<\/p>\n\n\n\n
“Given our size, we want to develop and focus our technology on the core areas of our business, and having autonomy in those areas will allow us to adapt our software to our business needs.”CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
But when in-house software is too expensive to deploy in certain regions or markets, Wal-Mart chooses commercial software that meets their needs, he said.<\/p>\n\n\n\n
“It’s not just about building our own technology, it’s not about taking technology, modularizing it, using it to provide services, and making it available to others. It’s about building the whole ecosystem so that everything is built on top of that ecosystem so that everyone can benefit from it.”<\/p>\n\n\n\n
Kumar noted that Walmart will also turn technology into a revenue stream. For example, Walmart, through its partnership with Adobe, began offering cloud-based pickup, delivery, and fulfillment services to other retailers. This summer, Walmart also began selling its own white label delivery platform to other businesses.<\/p>\n\n\n\n
No cash register technology available<\/h3>\n\n\n\n
While some retailers like Amazon are dabbling in cashierless stores, Walmart has opted to offer a variety of checkout options.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Tapeless technology plays an important role, Kumar said, because Walmart wants to reduce friction and make the checkout process as simple as possible. Scan & Go technology, which is available to both Sam’s Club and Walmart+ members, has so far solved the pain points of long lines for customers, he said.<\/p>\n\n\n\n
Walmart has also been testing cashier-free technology in its stores, including replacing cashiers with self-checkout at several stores in Canada, creating an “experimental checkout experience” at a supermall in Fayetteville, Arkansas, and opening a cashier-free Neighborhood Market store in Florida.<\/p>\n\n\n\n
But Kumar points out that not all customers will want to use some or all of these technologies, so they will still need cashiers.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
“We will continue to offer all these options,” Kumar said of the way tapeless technology is combined with cashiers.<\/p>\n\n\n\n
The checkout area of a Walmart store in Fayetteville, Arkansas<\/p>\n\n\n\n
Explore the disruptive technologies of the future<\/h3>\n\n\n\n
Walmart has become a leader in using technology to disrupt the retail industry, and Kumar noted that Walmart is exploring some of the technologies that could be the most disruptive in the coming years.<\/p>\n\n\n\n
Voice technology is a “very natural extension” of reducing customer friction, he said, and Walmart already offers it to its employees: Ask Sam, a voice-activated personal assistant, is included in the Me@Walmart app, which was previously offered as a separate app to some employees.<\/p>\n\n\n\n
“I think the most natural way for you to interact with a system — including shopping — over a period of time is through voice.”CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
And he’s excited to see that Walmart is ramping up blockchain technology to ensure transparency in food, especially leafy greens. “If there is an industry recall, you can determine very. Very quickly whether Walmart has received products from the affected source.”<\/p>\n\n\n\n
He said Walmart is considering blockchain technology in a number of areas “as a mechanism to automate transactions between suppliers, carriers, logistics,” noting that blockchain traceability and transparency may be linked to resource regeneration and sustainability measures.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Kumar said Walmart already offers virtual fitting for clothing and is also using augmented and virtual reality technology for furniture and outdoor goods.<\/h4>\n\n\n\n
“You can take a piece of furniture and put it in your living room. Let’s say you want to buy a tent. But you don’t want to actually buy it and set it up only to find out it doesn’t suit you.”<\/p>\n\n\n\n
As technology continues to evolve, it can eventually make the shopping experience easier and more enjoyable.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
“I mainly look at technology in terms of, does it reduce customer friction? Did it make shopping easier for them? Does the back end give us better and faster insights and the ability to reason about data more effectively?”<\/p>\n\n\n\n
Me@Walmart Voice features on the app<\/p>\n\n\n\n
Use machine learning and artificial intelligence technology<\/h3>\n\n\n\n
Kumar said Walmart is already using machine learning and artificial intelligence to help save money. Create personalized experiences at scale, and improve employee productivity.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Walmart, for example, has a “prediction basket” feature that uses machine learning and artificial intelligence to understand shoppers’ histories, preferences, and what they typically buy to create additional experiences.<\/p>\n\n\n\n
Not only that, Walmart is building the ability to do omnichannel category planning, determining which stores want which items out of Walmart’s millions of items and how to introduce them in stages. “Machine learning and artificial intelligence give you the ability to aggregate all this information together, synthesize that information, and get insights from it” for more dynamic management, he said.<\/p>\n\n\n\n
Walmart is also using these technologies to make the jobs of its store employees easier. The Me@Walmart app, which Walmart launched in June, was originally developed in-house and uses machine learning, augmented reality, camera vision and artificial intelligence to let U.S. employees clock in, see upcoming shifts and request schedule changes from their mobile devices, among other things. Kumar said Walmart is working on a tool for employees similar to Me@Walmart.<\/p>\n\n\n\n
Machine learning and artificial intelligence are also helping Walmart save money. Kumar said that using machine learning to lower prices on goods has saved Walmart more than $30 million. Earlier this year, Walmart said it had nearly doubled customer acceptance of alternatives — once a tricky part of online orders — since it began using deep learning AI for online department store orders, which mimics the way the human brain processes data and can learn without human supervision. This can lead to problems such as lost sales and dissatisfied customers.<\/p>\n\n\n\n
Fourth, pay more attention to safety<\/h3>\n\n\n\n
Kumar said Walmart’s customers have been focused on value and convenience during the pandemic, but are increasingly concerned about safety.<\/p>\n\n\n\n
He highlighted several ways Walmart uses technology to address safety concerns. For example, in December Walmart added curbside pickup for pharmacy items and rolled out mobile Scan & Go (a feature available to Walmart+ members) at all locations.<\/p>\n\n\n\n
This spring, Walmart made some changes to its pickup and delivery services and Walmart Pay, allowing people to choose a payment method in the app and then scan a QR code on the cash register to pay, making the shopping process more contactless.<\/p>\n\n\n\n
Looking ahead, Kumar said Walmart will not only continue to listen to customers who shop online or in-store. But will also look at what other companies are doing, what are the trends. And what is being talked about on social media to identify the next digital innovation.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
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\u5982\u9700\u52a0\u5165 CXO UNION\uff08CXO\u8054\u76df\uff09<\/a>\u9ad8\u7ba1\u793e\u7fa4\uff0c\u8bf7\u8054\u7cfb\u793e\u7fa4\u5c0f\u4f19\u4f34\u54e6~<\/p>\n\n\n\n
$\"\"\/$ <\/figure>\n\n\n\n
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Kumar\u8bf4\uff0c\u6c83\u5c14\u739b\u5df2\u7ecf\u63d0\u4f9b\u4e86\u670d\u88c5\u865a\u62df\u8bd5\u7a7f\u529f\u80fd\uff0c\u4e5f\u5c06\u589e\u5f3a\u73b0\u5b9e\u548c\u865a\u62df\u73b0\u5b9e\u6280\u672f\u8fd0\u7528\u5230\u5bb6\u5177\u548c\u6237\u5916\u5546\u54c1\u9886\u57df\u3002CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
\u201c\u4f60\u53ef\u4ee5\u53d6\u4e00\u4ef6\u5bb6\u5177\uff0c\u7136\u540e\u653e\u5728\u4f60\u7684\u5ba2\u5385\u91cc\u3002\u5047\u5982\uff0c\u4f60\u60f3\u4e70\u4e00\u4e2a\u5e10\u7bf7\uff0c\u53ef\u4f60\u5e76\u4e0d\u60f3\u771f\u5f97\u628a\u5b83\u4e70\u4e0b\u6765\u7136\u540e\u6446\u653e\u597d\u624d\u53d1\u73b0\u5b83\u5e76\u4e0d\u9002\u5408\u4f60\u3002\u201d<\/p>\n\n\n\n
\u968f\u7740\u6280\u672f\u7684\u4e0d\u65ad\u53d1\u5c55\uff0c\u6280\u672f\u6700\u7ec8\u80fd\u591f\u8ba9\u8d2d\u7269\u4f53\u9a8c\u53d8\u5f97\u66f4\u52a0\u8f7b\u677e\u6109\u5feb\u3002<\/p>\n\n\n\n
\u201c\u6211\u4e3b\u8981\u4f1a\u4ece\u4ee5\u4e0b\u65b9\u9762\u6765\u5ba1\u89c6\u6280\u672f\uff0c\u5b83\u662f\u5426\u51cf\u5c11\u4e86\u987e\u5ba2\u6469\u64e6\uff1f\u662f\u5426\u8ba9\u4ed6\u4eec\u8d2d\u7269\u66f4\u8f7b\u677e\u4e86\uff1f\u5728\u540e\u7aef\u662f\u5426\u8ba9\u6211\u4eec\u66f4\u597d\u66f4\u5feb\u5730\u83b7\u5f97\u6d1e\u5bdf\uff0c\u5e76\u80fd\u591f\u66f4\u6709\u6548\u5730\u5bf9\u6570\u636e\u8fdb\u884c\u63a8\u7406\uff1f\u201d<\/p>\n\n\n\n
$\"\"$
Me@Walmart\u5e94\u7528\u4e0a\u7684\u8bed\u97f3\u529f\u80fd<\/figcaption><\/figure>\n\n\n\n
\u56db\u3001\u5229\u7528\u673a\u5668\u5b66\u4e60\u548c\u4eba\u5de5\u667a\u80fd\u6280\u672f<\/h2>\n\n\n\n
Kumar\u8bf4\uff0c\u6c83\u5c14\u739b\u5df2\u7ecf\u5728\u4f7f\u7528\u673a\u5668\u5b66\u4e60\u548c\u4eba\u5de5\u667a\u80fd\u6765\u5e2e\u52a9\u8282\u7701\u8d44\u91d1\u3001\u5927\u89c4\u6a21\u5730\u521b\u9020\u4e2a\u6027\u5316\u4f53\u9a8c\u3001\u540c\u65f6\u63d0\u9ad8\u5458\u5de5\u7684\u5de5\u4f5c\u6548\u7387\u3002CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
\u4f8b\u5982\uff0c\u6c83\u5c14\u739b\u6709\u4e00\u4e2a\u201c\u9884\u6d4b\u7bee\u5b50\u201d\u529f\u80fd\uff0c\u5b83\u5229\u7528\u673a\u5668\u5b66\u4e60\u548c\u4eba\u5de5\u667a\u80fd\u6765\u4e86\u89e3\u8d2d\u7269\u8005\u7684\u5386\u53f2\u3001\u504f\u597d\u4ee5\u53ca\u901a\u5e38\u4f1a\u8d2d\u4e70\u54ea\u4e9b\u4e1c\u897f\uff0c\u4ee5\u521b\u9020\u9644\u52a0\u4f53\u9a8c\u3002CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
\u4e0d\u4ec5\u5982\u6b64\uff0c\u6c83\u5c14\u739b\u8fd8\u5728\u6253\u9020\u5168\u6e20\u9053\u5206\u7c7b\u89c4\u5212\u7684\u80fd\u529b\uff0c\u786e\u5b9a\u54ea\u4e9b\u5546\u5e97\u9700\u8981\u6c83\u5c14\u739b\u6570\u767e\u4e07\u79cd\u5546\u54c1\u4e2d\u7684\u54ea\u4e9b\u5546\u54c1\uff0c\u4ee5\u53ca\u5982\u4f55\u5206\u9636\u6bb5\u5730\u5f15\u5165\u8fd9\u4e9b\u5546\u54c1\u3002\u4ed6\u8bf4\uff0c\u201c\u673a\u5668\u5b66\u4e60\u548c\u4eba\u5de5\u667a\u80fd\u8ba9\u4f60\u80fd\u591f\u5c06\u6240\u6709\u8fd9\u4e9b\u4fe1\u606f\u805a\u5408\u5728\u4e00\u8d77\uff0c\u7efc\u5408\u8fd9\u4e9b\u4fe1\u606f\uff0c\u5e76\u4ece\u4e2d\u83b7\u5f97\u6d1e\u5bdf\u201d\uff0c\u4ece\u800c\u5b9e\u73b0\u66f4\u52a8\u6001\u7684\u7ba1\u7406\u3002<\/p>\n\n\n\n
\u6c83\u5c14\u739b\u8fd8\u5229\u7528\u8fd9\u4e9b\u6280\u672f\u8ba9\u5e97\u5458\u7684\u5de5\u4f5c\u66f4\u8f7b\u677e\u3002\u6c83\u5c14\u739b\u4eca\u5e746\u6708\u521a\u521a\u4e0a\u7ebf\u7684Me@Walmart\u5e94\u7528\uff0c\u6700\u65e9\u662f\u5185\u90e8\u5f00\u53d1\u7684\uff0c\u4f7f\u7528\u4e86\u673a\u5668\u5b66\u4e60\u3001\u589e\u5f3a\u73b0\u5b9e\u3001\u76f8\u673a\u89c6\u89c9\u548c\u4eba\u5de5\u667a\u80fd\u7b49\u6280\u672f\uff0c\u8ba9\u7f8e\u56fd\u5458\u5de5\u53ef\u4ee5\u901a\u8fc7\u79fb\u52a8\u8bbe\u5907\u8fdb\u884c\u6253\u5361\uff0c\u67e5\u770b\u5373\u5c06\u5230\u6765\u7684\u73ed\u6b21\uff0c\u5e76\u8bf7\u6c42\u66f4\u6539\u65f6\u95f4\u8868\u7b49\u3002Kumar\u8868\u793a\uff0c\u6c83\u5c14\u739b\u76ee\u524d\u6b63\u5728\u5f00\u53d1\u4e00\u6b3e\u6709\u4e9b\u7c7b\u4f3c\u4e8eMe@Walmart\u7684\u3001\u9762\u5411\u4f01\u4e1a\u5458\u5de5\u7684\u5de5\u5177\u3002<\/p>\n\n\n\n
\u673a\u5668\u5b66\u4e60\u548c\u4eba\u5de5\u667a\u80fd\u4e5f\u5e2e\u52a9\u6c83\u5c14\u739b\u8282\u7701\u4e0b\u4e0d\u5c11\u8d44\u91d1\u3002Kumar\u8bf4\uff0c\u4f7f\u7528\u673a\u5668\u5b66\u4e60\u8fdb\u884c\u5546\u54c1\u964d\u4ef7\u4e3a\u6c83\u5c14\u739b\u8282\u7701\u4e863000\u591a\u4e07\u7f8e\u5143\u3002\u4eca\u5e74\u65e9\u4e9b\u65f6\u5019\uff0c\u6c83\u5c14\u739b\u66fe\u8868\u793a\uff0c\u81ea\u4ece\u9488\u5bf9\u5728\u7ebf\u767e\u8d27\u8ba2\u5355\u5f00\u59cb\u4f7f\u7528\u6df1\u5ea6\u5b66\u4e60AI\uff08\u6a21\u4eff\u4eba\u7c7b\u5927\u8111\u5904\u7406\u6570\u636e\u7684\u65b9\u5f0f\uff0c\u5e76\u4e14\u53ef\u4ee5\u5728\u65e0\u4eba\u5de5\u76d1\u7763\u7684\u60c5\u51b5\u4e0b\u8fdb\u884c\u5b66\u4e60\uff09\u4ee5\u6765\uff0c\u987e\u5ba2\u5bf9\u4e8e\u66ff\u4ee3\u54c1\u7684\u63a5\u53d7\u5ea6\u51e0\u4e4e\u7ffb\u4e86\u4e00\u756a\uff0c\u800c\u8fd9\u4e2a\u95ee\u9898\u66fe\u7ecf\u662f\u5728\u7ebf\u8ba2\u5355\u5f88\u68d8\u624b\u7684\u4e00\u4e2a\u90e8\u5206\uff0c\u53ef\u80fd\u5bfc\u81f4\u9500\u552e\u635f\u5931\u548c\u987e\u5ba2\u4e0d\u6ee1\u7b49\u95ee\u9898\u3002CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
\u4e94\u3001\u66f4\u52a0\u6ce8\u91cd\u5b89\u5168<\/h2>\n\n\n\n
Kumar\u8bf4\uff0c\u5728\u75ab\u60c5\u671f\u95f4\u6c83\u5c14\u739b\u7684\u5ba2\u6237\u4e00\u76f4\u4e13\u6ce8\u4e8e\u4ef7\u503c\u548c\u4fbf\u5229\uff0c\u4f46\u8d8a\u6765\u8d8a\u5173\u5fc3\u5b89\u5168\u95ee\u9898\u3002<\/p>\n\n\n\n
\u4ed6\u5f3a\u8c03\u4e86\u6c83\u5c14\u739b\u4f7f\u7528\u6280\u672f\u89e3\u51b3\u5b89\u5168\u95ee\u9898\u7684\u51e0\u79cd\u65b9\u5f0f\u3002\u4f8b\u5982\uff0c\u53bb\u5e7412\u6708\u6c83\u5c14\u739b\u589e\u52a0\u4e86\u836f\u623f\u5546\u54c1\u7684\u8def\u8fb9\u53d6\u8d27\u529f\u80fd\uff0c\u5e76\u5728\u6240\u6709\u5730\u70b9\u63a8\u51fa\u4e86\u79fb\u52a8Scan & Go\u529f\u80fd\uff08Walmart+\u4f1a\u5458\u53ef\u4ee5\u4f7f\u7528\u7684\u529f\u80fd\uff09\u3002<\/p>\n\n\n\n
\u4eca\u5e74\u6625\u5b63\uff0c\u6c83\u5c14\u739b\u5bf9\u5176\u53d6\u8d27\u548c\u914d\u9001\u670d\u52a1\u4ee5\u53caWalmart Pay\u505a\u51fa\u4e86\u4e00\u4e9b\u8c03\u6574\uff0c\u8ba9\u4eba\u4eec\u53ef\u4ee5\u5728\u5e94\u7528\u4e2d\u9009\u62e9\u4e00\u79cd\u652f\u4ed8\u65b9\u5f0f\uff0c\u7136\u540e\u626b\u63cf\u6536\u94f6\u673a\u4e0a\u7684\u4e8c\u7ef4\u7801\u7ed3\u8d26\uff0c\u8ba9\u8d2d\u7269\u8fc7\u7a0b\u53d8\u5f97\u66f4\u52a0\u96f6\u63a5\u89e6\u3002<\/p>\n\n\n\n
\u5c55\u671b\u672a\u6765\uff0cKumar\u8bf4\uff0c\u6c83\u5c14\u739b\u4e0d\u4ec5\u5c06\u7ee7\u7eed\u503e\u542c\u6765\u81ea\u5728\u7ebf\u8d2d\u7269\u987e\u5ba2\u6216\u8005\u5e97\u5185\u8d2d\u7269\u987e\u5ba2\u7684\u610f\u89c1\uff0c\u800c\u4e14\u8fd8\u5c06\u89c2\u5bdf\u5176\u4ed6\u516c\u53f8\u5728\u505a\u4ec0\u4e48\u3001\u6709\u54ea\u4e9b\u8d8b\u52bf\u3001\u793e\u4ea4\u5a92\u4f53\u4e0a\u6b63\u5728\u70ed\u8bae\u4ec0\u4e48\uff0c\u4ee5\u786e\u5b9a\u4e0b\u4e00\u9879\u6570\u5b57\u5316\u521b\u65b0\u3002CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
$\"\"\/$ <\/figure>\n\n\n\n
\u7ffb\u8bd1\uff1a<\/h2>\n\n\n\n
Walmart has long been known for embracing digital innovations, from making deliveries with drones and self-driving cars to adding automated micro-delivery capabilities to dozens of stores.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
In the past few months, Walmart has announced that it will be testing a Text to Shop tool to further integrate its app with universal search and checkout processes, while Sam’s Club is working on a new version of its Scan & Go technology and testing a feature called Scan & Ship. Allows shoppers to select the items they want in-store and have them delivered to their homes.<\/p>\n\n\n\n
Walmart is using technology and its size as a competitive advantage, especially in its competition with e-commerce giant Amazon. In an interview at the Tech Leadership Forum last week, Suresh Kumar, Walmart’s global chief technology officer and chief development officer, described how the retailer is innovating digitally as it hones its omnichannel strategy.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Decision: whether to build or cooperate<\/h3>\n\n\n\n
Walmart has a number of well-known technology partners, including Adobe and Ford; It has also terminated contracts with a number of partners, such as the cancellation of self-pickup kiosks made by Estonian company Cleveron and distributed by Bell & Howell, and the discontinuation of the use of shelf scanning robots from Bossa Nova Robotics for inventory management.<\/p>\n\n\n\n
“Given our size, we want to develop and focus our technology on the core areas of our business, and having autonomy in those areas will allow us to adapt our software to our business needs.”CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
But when in-house software is too expensive to deploy in certain regions or markets, Wal-Mart chooses commercial software that meets their needs, he said.<\/p>\n\n\n\n
“It’s not just about building our own technology, it’s not about taking technology, modularizing it, using it to provide services, and making it available to others. It’s about building the whole ecosystem so that everything is built on top of that ecosystem so that everyone can benefit from it.”<\/p>\n\n\n\n
Kumar noted that Walmart will also turn technology into a revenue stream. For example, Walmart, through its partnership with Adobe, began offering cloud-based pickup, delivery, and fulfillment services to other retailers. This summer, Walmart also began selling its own white label delivery platform to other businesses.<\/p>\n\n\n\n
No cash register technology available<\/h3>\n\n\n\n
While some retailers like Amazon are dabbling in cashierless stores, Walmart has opted to offer a variety of checkout options.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Tapeless technology plays an important role, Kumar said, because Walmart wants to reduce friction and make the checkout process as simple as possible. Scan & Go technology, which is available to both Sam’s Club and Walmart+ members, has so far solved the pain points of long lines for customers, he said.<\/p>\n\n\n\n
Walmart has also been testing cashier-free technology in its stores, including replacing cashiers with self-checkout at several stores in Canada, creating an “experimental checkout experience” at a supermall in Fayetteville, Arkansas, and opening a cashier-free Neighborhood Market store in Florida.<\/p>\n\n\n\n
But Kumar points out that not all customers will want to use some or all of these technologies, so they will still need cashiers.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
“We will continue to offer all these options,” Kumar said of the way tapeless technology is combined with cashiers.<\/p>\n\n\n\n
The checkout area of a Walmart store in Fayetteville, Arkansas<\/p>\n\n\n\n
Explore the disruptive technologies of the future<\/h3>\n\n\n\n
Walmart has become a leader in using technology to disrupt the retail industry, and Kumar noted that Walmart is exploring some of the technologies that could be the most disruptive in the coming years.<\/p>\n\n\n\n
Voice technology is a “very natural extension” of reducing customer friction, he said, and Walmart already offers it to its employees: Ask Sam, a voice-activated personal assistant, is included in the Me@Walmart app, which was previously offered as a separate app to some employees.<\/p>\n\n\n\n
“I think the most natural way for you to interact with a system — including shopping — over a period of time is through voice.”CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
And he’s excited to see that Walmart is ramping up blockchain technology to ensure transparency in food, especially leafy greens. “If there is an industry recall, you can determine very. Very quickly whether Walmart has received products from the affected source.”<\/p>\n\n\n\n
He said Walmart is considering blockchain technology in a number of areas “as a mechanism to automate transactions between suppliers, carriers, logistics,” noting that blockchain traceability and transparency may be linked to resource regeneration and sustainability measures.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Kumar said Walmart already offers virtual fitting for clothing and is also using augmented and virtual reality technology for furniture and outdoor goods.<\/h4>\n\n\n\n
“You can take a piece of furniture and put it in your living room. Let’s say you want to buy a tent. But you don’t want to actually buy it and set it up only to find out it doesn’t suit you.”<\/p>\n\n\n\n
As technology continues to evolve, it can eventually make the shopping experience easier and more enjoyable.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
“I mainly look at technology in terms of, does it reduce customer friction? Did it make shopping easier for them? Does the back end give us better and faster insights and the ability to reason about data more effectively?”<\/p>\n\n\n\n
Me@Walmart Voice features on the app<\/p>\n\n\n\n
Use machine learning and artificial intelligence technology<\/h3>\n\n\n\n
Kumar said Walmart is already using machine learning and artificial intelligence to help save money. Create personalized experiences at scale, and improve employee productivity.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
Walmart, for example, has a “prediction basket” feature that uses machine learning and artificial intelligence to understand shoppers’ histories, preferences, and what they typically buy to create additional experiences.<\/p>\n\n\n\n
Not only that, Walmart is building the ability to do omnichannel category planning, determining which stores want which items out of Walmart’s millions of items and how to introduce them in stages. “Machine learning and artificial intelligence give you the ability to aggregate all this information together, synthesize that information, and get insights from it” for more dynamic management, he said.<\/p>\n\n\n\n
Walmart is also using these technologies to make the jobs of its store employees easier. The Me@Walmart app, which Walmart launched in June, was originally developed in-house and uses machine learning, augmented reality, camera vision and artificial intelligence to let U.S. employees clock in, see upcoming shifts and request schedule changes from their mobile devices, among other things. Kumar said Walmart is working on a tool for employees similar to Me@Walmart.<\/p>\n\n\n\n
Machine learning and artificial intelligence are also helping Walmart save money. Kumar said that using machine learning to lower prices on goods has saved Walmart more than $30 million. Earlier this year, Walmart said it had nearly doubled customer acceptance of alternatives — once a tricky part of online orders — since it began using deep learning AI for online department store orders, which mimics the way the human brain processes data and can learn without human supervision. This can lead to problems such as lost sales and dissatisfied customers.<\/p>\n\n\n\n
Fourth, pay more attention to safety<\/h3>\n\n\n\n
Kumar said Walmart’s customers have been focused on value and convenience during the pandemic, but are increasingly concerned about safety.<\/p>\n\n\n\n
He highlighted several ways Walmart uses technology to address safety concerns. For example, in December Walmart added curbside pickup for pharmacy items and rolled out mobile Scan & Go (a feature available to Walmart+ members) at all locations.<\/p>\n\n\n\n
This spring, Walmart made some changes to its pickup and delivery services and Walmart Pay, allowing people to choose a payment method in the app and then scan a QR code on the cash register to pay, making the shopping process more contactless.<\/p>\n\n\n\n
Looking ahead, Kumar said Walmart will not only continue to listen to customers who shop online or in-store. But will also look at what other companies are doing, what are the trends. And what is being talked about on social media to identify the next digital innovation.CXO UNION CXO\u8054\u76df cxounion.cn<\/mark><\/p>\n\n\n\n
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