In a keynote speech at the Consumer Electronics Show on Tuesday, Walmart CEO Doug McMillon made the case for why technology investments should benefit both employees and customers.
“We love what technology can do,” he said. “But we’re building it in a way that creates better careers at the same time it creates better customer experiences and a stronger business.”
The head of the country’s biggest retailer said companies face a choice between optimizing technology regardless of its impact on people, or a “more nuanced” approach that uses “technology to serve people and not the other way around.”
The speech, given to an audience of unabashed tech enthusiasts, comes at a time when new investments in AI, automation, and robotics are causing some anxiety about the future of the workplace.
“No doubt some tasks will go away and some roles will change, and some of them should, like the ones that involve lifting heavy weights or doing repetitive tasks,” he said. “As that’s happening, we’re designing new roles that our associates tell us are more enjoyable and satisfying, and also often result in higher pay.”
Following these opening remarks, Walmart unveiled a number of tech upgrades across its omnichannel business operations, ranging from AR and generative AI solutions to new uses for robotics and drones. Here’s a quick rundown of the biggest announcements:
Seamless checkout: Walmart subsidiary Sam’s Club is expanding an existing technology called Scan & Go, which allows customers to check out on their phones. Previously, store employees would check customers’ receipts at the door to make sure they matched what was in their carts. Now AI-powered scanners will take a picture of the cart and automatically check whether it matches what the customer purchased. Sam’s Club said its membership model enables seamless exits.
Expanded drone delivery: Walmart’s drone delivery program is coming to the Dallas-Fort Worth metro area. The expansion will cover up to 75% of the local population and make deliveries possible within 30 minutes, according to Walmart. The company has steadily expanded its drone program over the past two years, and has so far completed 20,000+ safe deliveries.
AI-powered search: On the e-commerce front, Walmart made multiple announcements: One is a new generative AI-powered search engine that allows customers to look up products based on use cases, such as “football watch party.” Another is a program called InHome Replenishment, which allows customers to opt in to Walmart automatically delivering essential items to their homes. And lastly, a feature called Shop with Friends will allow shoppers to try on clothing virtually using a digital model matched to their size and shape, and then get feedback from friends.
Clean energy investments: Finally, the company announced a slew of energy investments, including generating one gigawatt of clean energy on-site at its facilities by 2030. It’s also investing in a number of off-site sustainable energy resources for customers, such as community solar projects and fast-charging stations for electric vehicles.