Digital Transformation of Walmart

1. Introduction:
Walmart (NYSE: WMT), the foremost physical retailer in the United States, has achieved
remarkable growth through its EDLP pricing strategy and customer-centric brand image.
Recent years have witnessed the retail giant's strategic focus on digitalization, aiming to
enhance sales and elevate customer service. While its global e-commerce sales continue to
surge, Walmart distinguishes itself with a comprehensive digital transformation strategy,
prioritizing superior associate performance, heightened customer satisfaction, and robust
financial returns. The integration of cloud technology plays a pivotal role in propelling this
transformation, aligning with industry trends. Walmart's CEO, Doug McMillon, underscores
significant milestones achieved through substantial investments in digital transformation,
with the company surpassing $100 billion in global e-commerce sales. This report delves into
Walmart's digital journey, examining key facets of its transformation, its impact on associate
performance, customer satisfaction, and its strategic use of cloud technology. Walmart's
outstanding performance in prominent online shopping festivals, such as Big Billion Days,
further underscores its digital prowess in key markets, including the United States, Mexico,
Canada, and India.

2. Walmart Before Digitalization (AS IS):

 Inventory Management:
- Walmart relied heavily on manual processes for inventory tracking and management.
- Employees used pen and paper to record stock levels and sales data.
- Inventory levels were often inaccurate due to human error and lack of real-time data.
- Overstocking and stockouts were common issues, leading to inefficiencies and lost
sales.

 Supply Chain and Logistics:

- Walmart's supply chain was largely decentralized and lacked coordination.
- Communication between suppliers, distribution centers, and stores was predominantly
through phone calls and fax machines.
- Delivery schedules were planned manually, making it challenging to optimize
transportation routes and minimize costs.
- Lack of visibility into real-time inventory levels and demand patterns made it
difficult to respond quickly to changes.

 In-Store Operations:
- Checkout processes were entirely manual, with cashiers scanning and keying in
prices for each item.
- Price changes and promotions had to be manually updated on shelf labels and point-
of-sale systems.
- Customer service relied heavily on in-person interactions and paper-based records.
- Workforce management, such as scheduling and task assignment, was a manual
and time-consuming process.

• Data Collection and Analysis:

- Walmart collected sales data manually from individual stores, often leading to
delays and inaccuracies.
- Data analysis was limited due to the lack of centralized and digitized data sources.
 - Decision-making processes were largely based on intuition and past
experiences rather than data-driven insights.
- Identifying trends and forecasting demand was a challenging task without advanced
analytical tools.

 Customer Experience:
- In-store shopping experience was purely physical, with limited ability to
check product availability or pricing online.
- Online shopping and home delivery services were non-existent.
- Customer feedback and complaints were handled through traditional channels, such as
phone calls or in-person interactions.

 Operational Efficiency:
- Walmart's operations were labor-intensive, with a significant portion of
tasks performed manually.
- Communication and coordination between different departments and stores were
often slow and prone to errors.
- Paperwork and administrative tasks consumed a substantial amount of time
and resources.
- Identifying and addressing inefficiencies or bottlenecks in processes was
challenging without data-driven insights.

 Financial and Reporting:

- Financial records and reporting were predominantly paper-based and manual.
- Consolidating data from multiple stores and departments for financial reporting was
a time-consuming process.
- Real-time visibility into financial performance and profitability was limited.

3. Drivers of Walmart's Digital Transformation:

Walmart's success lies in a continuous history of incremental innovation and a culture
focused on growth. Walmart's digital transformation was driven by a confluence of factors,
including demographic shifts, evolving consumer expectations, the rise of mobile
computing, the need for heightened efficiency, competitive pressures from Amazon, and the
accelerated impact of the global pandemic. These drivers propelled Walmart towards
embracing
digitalization as a strategic imperative for sustained growth and relevance in the modern retail
landscape.

1. Changing Demographics:
 Evolving US population demographics, notably the dominance of
Millennials, necessitated a shift in Walmart's operating model.
 Millennials, the largest segment, exhibit distinct preferences, requiring a tech-savvy
and digitally-driven retail approach.

2. Shift in Consumer Habits:

 Rapid changes in consumer habits and expectations demanded a reevaluation of
Walmart's traditional model.
 The rise of e-commerce altered shopping behaviors, emphasizing the need for a more
agile and digitally-driven retail strategy.
3. Mobile Computing Advancements:
 The surge in mobile computing usage played a pivotal role in driving Walmart's
digital transformation.
 Customers increasingly rely on smartphones for price comparisons,
influencing purchasing decisions.

4. Demand for Speed and Efficiency:

 A growing need for enhanced speed and efficiency in customer service spurred
Walmart's pursuit of digitalization.
 Technology-driven solutions became essential to maximize customer
satisfaction, reflecting the influence of computers, the internet, and data
analytics.

5. Competitive Challenge from Amazon:

 The formidable rise of Amazon posed a significant competitive challenge to Walmart.
 Amazon's aggressive stance in e-commerce compelled Walmart to invest substantially
in digital technology to maintain its competitive edge.

6. Pandemic Acceleration:
 The COVID-19 pandemic accelerated the urgency for digital
transformation, reshaping consumer buying habits.
 The emphasis on online shopping and digital solutions became paramount,
prompting Walmart to prioritize digital initiatives to meet evolving consumer needs.

4. Walmart's Digital Transformation Journey:

The First Steps: 1996

In 1996, when Walmart stood as the fourth-largest company in the United States, it
embarked on its first digital transformation. The retail giant introduced online platforms for
Walmart and Sam’s Club, an exclusive members-only retail warehouse division.

This initial move was more of an experiment than a full-fledged commitment to establishing
a lasting online presence. Walmart's CEO, David Glass, approached this cautiously,
anticipating that the online store might not surpass the sales of the prominent Sam’s Club
warehouse. With Walmart already achieving substantial $100 billion in brick-and-mortar
sales, Glass was not overly optimistic about the long-term potential of online retail.
Interestingly, Amazon, a future competitor, was then grappling with the challenges of being a
fledgling online bookseller, with a modest revenue of $148 million.

Despite these cautious steps, Walmart faced obstacles in its early e-commerce journey when
Amazon started recruiting key executives, including the software engineer crucial to
developing their website. This unexpected development posed a challenge to Walmart's initial
digital efforts.

The relaunch: 2000

Following a two-year hiatus, Walmart.com was relaunched in 2000, experiencing notable

success as it achieved $1 billion in sales within five years. By early 2005, the website
attracted over 440 million monthly visits, securing the eighth position globally, just two spots
below Amazon.

However, despite these achievements, Walmart failed to fully leverage this growth. Amazon’s
substantial investment in their infrastructure overshadowed Walmart’s efforts.

Walmart's e-commerce platform maintained a simplistic and less efficient design, with search
engine results lacking precision (for instance, a search for "cotton socks" might yield cotton
candy and yarn). Seamless integration with stores and the broader supply chain proved
challenging for Walmart.

Revamped Era of Digital Advancements, Acquisition, and Strategic Collaborations:

2010

In 2010, Walmart initiated a digital revamp, establishing a global e-commerce division and
Walmart Labs—an incubator focusing on innovative digital products. Initially concentrating
on website enhancement, the lab developed advanced features like a search engine and
personalized mobile apps. Its scope expanded to include advancements in the supply chain,
cloud computing, and data analytics.

To fortify digital strategies, Walmart acquired tech startups, notably Jet.com, resulting in a
176% surge in online sales in three years. Despite successes, unprofitable ventures like
Bonobos and Modcloth led to Jet.com's closure and the sale of these acquisitions.

Collaborating with Microsoft, Walmart utilized cloud, IoT, machine learning, and
AI solutions for an enhanced shopping experience. Outsourcing finance and
accounting functions aimed at streamlining operations and reducing costs.

Through strategic acquisitions, partnerships, and outsourcing, Walmart speed up its digital
transformation, leveraging external expertise to fortify capacity and focus on pivotal
areas.

Advancements in the Mobile Application: 2012

Walmart's e-commerce revival gained momentum with the success of their mobile app,
marking a shift from early experiments to impactful features. In 2014, the introduction of
Savings Catcher, comparing prices and rewarding customers for lower competitor prices,
propelled the Walmart app's user base from 4 million to 14 million in a month. Walmart Pay,
integrated with the app, allowed in-store payments via smartphones.

Capitalizing on this success, Walmart enhanced the in-store experience through the app,
introducing features like an updated store map and "Check Out With Me" for streamlined
purchases. By 2019, the app claimed the top spot on Black Friday, temporarily surpassing
Amazon in the U.S. mobile shopping landscape.

Despite its features, the app lacked a crucial function—groceries. Walmart addressed this
with the standalone Walmart Grocery app. During the COVID-19 surge, the grocery app
experienced a surge in downloads, prompting Walmart to integrate it into the flagship app,
offering customers a unified platform for all Walmart products.

Tightening of the Hold in Pandemic with Walmart+ and other initiatives: 2019
While the mobile app played a vital role in attracting customers.

 Strategic Initiatives: They expanded their Buy Online, Pick up In-Store (BOPIS)
service to 1,000 locations, capitalizing on their extensive physical presence.
 Walmart+ Membership: To rival Amazon Prime, Walmart introduced Walmart+,
offering unlimited same-day delivery for tech products and groceries at a $40
lower annual fee.
 Enhanced delivery convenience: Walmart launched InHome, where vetted associates
enter customers' homes, placing products in designated areas like the fridge,
cupboards, or garage. To ensure security, associates receive one-time access and
wear body cams recording the entire delivery process.

Last-mile delivery capabilities: 2022

Walmart's expansive network, encompassing 4,700 stores and 31 e-commerce fulfillment

centers, facilitated swift shipping. Expanding their capabilities, the company is
constructing four advanced fulfillment centers integrating robotics and machine learning.
This initiative aims to offer next-day and two-day shipping to 95% of Americans, with 80%
eligible for same-day delivery.

In the realm of last-mile delivery, Walmart excels through its drone program, ensuring
deliveries within 30 minutes of ordering. Remarkably, Walmart achieved over 6,000
drone deliveries across seven states in 2022, surpassing Amazon, which reached its 100th
drone delivery in May 2023. This highlights Walmart's forefront position in pioneering
efficient last-mile delivery solutions.

Complete Transformation with Salesforce: 2023

Walmart Commerce Technologies and Salesforce recently announced a groundbreaking

partnership set to revolutionize the customer-retailer interaction. This collaboration enables
retailers to utilize Walmart’s GoLocal delivery service, ensuring swift delivery to customers'
doors, along with the Store Assist app for streamlined order management and tracking.

Retailers, leveraging the same advanced technologies powering Walmart’s omnichannel

capabilities, can enhance efficiency, ensuring prompt delivery irrespective of location. The
partnership facilitates personalized commerce experiences with real-time order visibility,
local pickup, and reliable delivery. Retailers using Salesforce’s e-commerce platforms can
seamlessly integrate Walmart’s GoLocal and Store Assist services, offering accelerated order
pickups and same or next-day deliveries to online customers.

This collaboration focuses on enhancing the digital experience for e-commerce retailers,
driving efficiency, and profitability across all channels. The alliance aims to elevate customer
experience, expand digital capabilities, and reinforce data analytics. Notably, Walmart gains
access to Salesforce's CRM platform, enhancing understanding of customer preferences and
trends.

5. Challenges Faced:
 1. Competition from e-commerce giants like Amazon: Walmart faced intense
competition from Amazon, which had a significant head start in online retail and
was continuously innovating its e-commerce platform.

2. Unprofitable acquisitions: Among several acquisitions that were made for the
digital transformation by Walmart, some resulted to be unprofitable and were
offloaded by the organisation. Jet.com, Bonobos and Modcloth are examples of
such acquisitions.

3. Technical shortcomings: Walmart's online retail platform retained a rudimentary and

cumbersome design, characterized by a basic and clunky user interface. The search
engine functionality was subpar, producing unsatisfactory outcomes; for instance, a
search query for "cotton socks" resulted in matches for cotton candy and yarn.
Additionally, the integration between the online platform and physical stores, as
well as the supply chain, lacked seamless connectivity.

4. Shift in consumer behavior: With consumers increasingly preferring the convenience

of online shopping, Walmart had to adapt to this changing behavior and provide a
seamless omnichannel experience.

5. Legacy infrastructure and culture: As a traditional brick-and-mortar retailer,

Walmart had to overcome the challenges of transitioning its legacy systems and
processes to embrace digital technologies.

6. Supply chain and logistics: Integrating online and offline operations, optimizing
inventory management, and ensuring efficient delivery posed significant
challenges for Walmart's supply chain and logistics operations.

6. Walmart’s Scenario After Digitalization (TO BE)

Walmart has implemented a range of digital technologies to transform its business: -
 Unified Online and In-Store Inventory Management: Walmart implemented an omni-
channel inventory management system that provides real-time visibility into inventory
across stores, warehouses and online. This is enabled by IoT sensors on shelves that
monitor stock levels and predictive analytics algorithms that forecast demand.
 Automated Warehouses: Walmart has retrofitted many of its warehouses and
distribution centres with autonomous robots that can pick, pack and transport
items efficiently. This has increased the speed of fulfilling online orders.
 Pickup Towers for Online Grocery: Customers can place grocery orders online and
pick them up from automated pickup towers located across store parking lots. This
provides a seamless click-and-collect experience.
 Scan-and-Go Mobile Checkout: Walmart's scan-and-go app allows customers to
scan items with their phones while shopping. It eliminates checkout lines and
facilitates contactless payments. Computer vision tech ensures scanning accuracy.
 Supply Chain Analytics: Walmart uses AI powered systems to gain real-time visibility
into its supply chain. This allows optimizing delivery routes, automating reorder
decisions and forecasting demand.
  Global E-commerce: The acquisition of Flipkart has allowed Walmart to expand its
e- commerce operations into India. This reaches millions of new digitally savvy
customers.
 Strategic Acquisitions: Walmart's acquisition of e-commerce players like Jet.com and
Flipkart allowed them to rapidly expand their online presence and reach new customer
segments, particularly digitally savvy urban consumers.

a. New Technologies Implemented as Part of Digitalization:

 Internet of Things (IoT) sensors for real-time inventory tracking and shelf monitoring
 Autonomous robots for warehouse and distribution center automation
 Computer vision and AI for self-checkout (Scan & Go app) and inventory management
 Predictive analytics and machine learning for demand forecasting and supply
chain optimization
 Omnichannel inventory management system for seamless online and in-store
integration
 Automated pickup towers for online grocery orders
 Voice ordering capabilities through partnerships (e.g., Google Assistant)

6.2 Team Structure for Digitalization:

 Walmart Global Tech: Responsible for driving digital transformation, exploring

emerging technologies, and developing innovative solutions
 Data and Analytics Teams: Focused on leveraging data, predictive analytics, and
machine learning for decision support and personalization
 Supply Chain and Operations Teams: Implementing automation, robotics, and
IoT solutions for optimized logistics and warehouse operations
 Customer Experience Teams: Enhancing omnichannel experiences, developing
mobile apps, and exploring new customer touchpoints (AR/VR, voice interfaces)
 Cybersecurity and Compliance Teams: Ensuring data privacy, security, and
regulatory compliance across digital initiatives

6.3 Benefits Accrued After Digitalization:

1. 74% increase in Walmart's online sales in Q2 2020 compared to the previous year.
2. 500% increase in click-and-collect grocery orders during the COVID-19 pandemic.
3.Up to 65% reduction in checkout time using the Scan & Go mobile app.
4.Improved inventory visibility and accuracy across channels
5.Enhanced supply chain efficiency and reduced operational costs.
6.Expanded customer reach through e-commerce platforms like Flipkart in India
7.Improved customer experience through personalized recommendations and
frictionless shopping

7. SMAC Implementations:
1. Social:
 Walmart invested in social media platforms to engage with customers,
gather feedback, and promote its products and services.
  The company leveraged social media analytics to understand customer preferences
and sentiment.

2. Mobile:
 Walmart developed a robust mobile app that allowed customers to shop online,
view product information, locate stores, and access digital coupons and discounts.
 The company implemented mobile payment solutions, such as Walmart Pay,
to streamline the checkout process.

3. Analytics:
 Walmart implemented advanced analytics solutions to gain insights into
customer behavior, demand patterns, and supply chain optimization.
 The company leveraged machine learning and predictive analytics to personalize
product recommendations and improve inventory management.

4. Cloud:
 Walmart adopted cloud computing to scale its e-commerce operations and
enable greater agility and flexibility.
 The company migrated its data centers to the cloud, leveraging cloud-based services
for various applications and workloads.
 Walmart partnered with cloud providers like Microsoft Azure to enhance its
cloud capabilities and leverage advanced technologies like artificial intelligence
and machine learning.

8. Lessons from Walmart's Digitalization:

Walmart's journey towards digitalization has been a remarkable one, offering valuable
lessons for businesses across industries. As one of the world's largest retailers, Walmart has
embraced digital transformation to streamline operations, enhance customer experience,
and stay ahead in an increasingly competitive landscape.
Few of the lessons are:

 Leverage Data for Informed Decision-Making

Walmart's success in digitalization is heavily underpinned by its data-driven approach. The

company has invested heavily in data analytics, leveraging vast amounts of customer and
operational data to drive strategic decisions. According to a report by McKinsey & Company,
Walmart's data-driven initiatives have helped the company reduce inventory costs by $3.8
billion annually.

 Embrace Omnichannel Retailing

Recognizing the shifting consumer behavior towards online shopping, Walmart has focused
on building a robust omnichannel presence. According to Walmart's financial reports, the
company's e-commerce sales grew by an impressive 79% in the fiscal year 2021, driven by
the surge in online shopping during the COVID-19 pandemic. Walmart's omnichannel
strategy has allowed it to cater to customers' evolving preferences, providing a seamless
shopping experience across multiple channels.

 Prioritize Customer Experience

Walmart's digitalization efforts have been heavily centered on improving customer

experience. The company has launched various initiatives to enhance convenience,
personalization, and overall shopping satisfaction. For instance, Walmart's mobile app allows
customers to create digital shopping lists, access personalized product recommendations,
and even navigate through stores using indoor mapping. Additionally, the retailer has
introduced services like Pickup Today and Delivery Unlimited, catering to customers'
demands for speed and convenience.

 Foster a Culture of Innovation

Walmart's success in digitalization can be attributed to its willingness to embrace

innovation and experiment with new technologies. The company has established dedicated
innovation teams and partnerships with technology companies to explore and implement
cutting-edge solutions. For example, Walmart has partnered with Microsoft to develop a
cloud-based solution for managing its vast supply chain and logistics operations.
Additionally, the retailer has implemented automation and robotics in its distribution
centers, improving efficiency and reducing costs.

 Invest in Digital Talent and Upskilling

Recognizing the importance of digital talent, Walmart has made significant investments in
attracting and retaining skilled professionals in areas such as data analytics, software
engineering, and digital marketing. The company has established dedicated training
programs to upskill its existing workforce, ensuring they are equipped with the necessary
digital skills.

In summary, Walmart's digitalization journey offers valuable lessons for businesses striving
to adapt to the digital age. By embracing data-driven decision-making, omnichannel
retailing, customer experience enhancement, innovation, and talent development, Walmart
has solidified its position as a leading retailer in the digital era. These lessons serve as a
blueprint for businesses seeking to navigate the ever-evolving digital landscape and remain
competitive in their respective industries.
 9. Bridging the Gaps in the Transformation Journey:
In navigating its digital transformation, Walmart strategically addressed gaps through diverse
initiatives:
1. Strategic Acquisitions and Partnerships:
Walmart strategically acquired tech startups like Jet.com, Bonobos, and Modcloth,
rapidly expanding its online footprint. Collaborations with Microsoft and other companies
enriched the shopping experience through cloud computing, IoT, machine learning, and AI
solutions.
2. Outsourcing and Collaborations:
To enhance operational efficiency, Walmart outsourced functions like finance and
accounting. Collaborations with Salesforce integrated delivery services and order
management systems into Salesforce's e-commerce platforms.
3. Progressive Integration:
Adopting a progressive stance, Walmart bridged the gap between legacy systems and digital
technologies. This involved reconfiguring existing products and acquiring digital native
companies such as Jet.com and Flipkart to expedite transformation.
4. Dedicated Digital Teams:
Walmart established specialized teams like "Walmart Global Tech" to drive innovation and
explore emerging technologies. Teams focused on data analytics, supply chain, operations,
customer experience, and cybersecurity were instrumental in executing the long-term digital
strategy.
5. Phased Approach:
Walmart undertook a phased approach, commencing with omnichannel capabilities
and progressing through automation, analytics, personalization, experience
enhancement, and eventual ecosystem integration using technologies like blockchain.
6. SMAC Implementations:
By employing a multifaceted strategy involving strategic acquisitions, partnerships,
outsourcing, dedicated teams, a phased approach, and SMAC implementations, Walmart
effectively addressed gaps and navigated challenges in its digital transformation
journey.

10.Recommendations For Next Phase of Digitalisation for Walmart:

Based on current tactics and trends, the following suggestions can be taken into consideration
to advance Walmart's digitalization:

 The Internet of Things (IoT) emerges as a transformative megatrend that could

present a competitive advantage for companies like Walmart. Leveraging IoT in their
operations can enhance digital integration, amplifying service effectiveness while
reducing operational costs. Walmart could apply IoT in automated checkouts,
utilizing
 tag readers with customized point-of-sale systems for swift service during peak hours.
Amid COVID-19, IoT enables contactless shopping for a safer experience, a strategy
proven successful by Amazon's Amazon Go stores. Integrating IoT with existing
systems allows personalized discounts, leveraging data insights for tailored shopping
experiences. RFID tags further deter shoplifting, streamline inventory control, and
optimize operations, ultimately elevating the customer experience.

 Boost In-retail Efficiency: Expanding these technologies can help with inventory
management, cut expenses, and improve the overall shopping experience.
Walmart has focused on micro-fulfilment centres and automated storage systems
to increase retail efficiency.

 Being Customer-Centric: Walmart should keep investing in data analytics to

better understand consumer behavior, tailor offerings, and guarantee a seamless
omnichannel experience as part of its emphasis on meeting customer requirements
and expectations.

 New business opportunity: Walmart can use its current infrastructure and
customer base to venture into new opportunities and businesses to expand its
presence. This type of strategy has also been adopted by companies like Amazon.

 Providing Technologies to Other Companies Under their Supervision: Walmart

has the potential to enhance its digital capabilities by helping other companies under
its ownership navigate their own digital revolutions. This would allow Walmart to
keep its competitive edge in the retail sector by contributing to the larger digital
ecosystem in addition to improving its own digital footprint through the sharing of
its technology and capabilities.

By concentrating on these suggestions, Walmart can maintain its competitiveness in

the changing retail market while fortifying its position in the digital sphere, fostering
innovation, enhancing operational effectiveness, and providing customers with greater
value.

11.Conclusion
Walmart, the world's foremost physical retailer, has adeptly navigated a remarkable digital
transformation, ensuring its competitiveness in an increasingly digital landscape. Faced with
shifting consumer preferences and the disruptive force of e-commerce, Walmart strategically
embraced digitalization, harnessing cutting-edge technologies and innovative business
models.

This transformation was fueled by a convergence of factors, including changing

demographics, shifts in consumer habits, advancements in mobile computing, demand for
speed and efficiency, competition from Amazon, and the accelerating impact of the COVID-
19 pandemic. Walmart's multifaceted response included strategic acquisitions (such as
Jet.com and Flipkart), partnerships with tech giants like Microsoft, outsourcing non-core
functions, dedicated digital teams, and implementing SMAC (Social, Mobile, Analytics, and
Cloud) technologies.
Through acquisitions, Walmart rapidly expanded its online presence, reaching new
customer segments. Collaborations with technology partners enabled the integration of
cloud computing, IoT, machine learning, and AI, enhancing the shopping experience.
Outsourcing and Salesforce's e-commerce platforms facilitated operational efficiency.

Walmart's commitment to innovation and data-driven decision-making has been pivotal.

Heavy investment in data analytics has enabled strategic decision-making, reduced inventory
costs, and personalized product recommendations. Embracing omnichannel retailing through
mobile apps, pickup towers, and scan-and-go checkout prioritized customer experience.

Cutting-edge technologies like IoT sensors, autonomous robots, computer vision, and
predictive analytics revolutionized operations. Real-time inventory tracking, automated
warehouses, and supply chain optimization increased efficiency and enhanced the overall
customer experience.

As Walmart continues its digital transformation, it remains well-positioned to capitalize on

emerging trends. Recommendations include further IoT integration, in-retail efficiency
enhancements, a customer-centric approach, and exploration of new business opportunities.

In conclusion, Walmart's digital transformation exemplifies adaptability, innovation, and

commitment to evolving customer needs. Through digitalization, data-driven insights, and a
culture of continuous improvement, Walmart has solidified its leadership in the digital retail
era, setting a benchmark for businesses across industries.
Bibliography:

1. “Taking on Amazon: How Walmart Embraced Digital Transformation to

Keep the E-Commerce Race Alive”- Howard Tiersky, August, 2023
https://www.linkedin.com/pulse/taking-amazon-how-walmart-embraced-
digital-keep-race-alive-tiersky/
2. “5 takeaways on digital innovation from top Walmart execs” -
Catherine Douglas Moran, June, 2023.
https://www.retaildive.com/news/walmart- top-digital-innovation-
online-shopping-execs/653558/
3. “Retail Digital Transformation Trends: Salesforce and Walmart” – Apty,
May, 2023. https://www.apty.io/blog/retail-digital-transformation-trends-
salesforce-and-walmart/
4. “Digital Transformation Megatrend: A Case of Walmart”
https://www.theunitutor.com/digital-transformation-megatrend-a-case-of-
walmart/
5. “Digital Transformation at Walmart” - Sahil Lakhmani.
https://www.scribd.com/document/603834616/Digital-Transformation-at-
Walmart
6. “Walmart To Offer Technologies and Capabilities To Help Other
Businesses Navigate Their Own Digital Transformation” –
Walmart,
2021. https://corporate.walmart.com/news/2021/07/28/walmart-to-offer-
technologies-and-capabilities-to-help-other-businesses-navigate-their-
own-digital-transformation
7. Primary data collection

8. Questionnaire for customers:

1. What is your age group?
a) 18-25
b) 26-35
c) 36-45
d) 46-55
e) 56 and above

2. How often do you shop at Walmart?

a) Weekly
b) Monthly
c) Quarterly
d) Annually
e) Rarely

3. Which channels do you typically use for shopping at Walmart? (Check all that apply)
a) In-store
b) Online
c) Mobile app
d) Click and Collect
e) Other (specify)

4. Are you aware of the various digital initiatives implemented by Walmart in

recent years? (e.g., mobile apps, self-checkout, online ordering, etc.)
a) Yes
b) No

5. If yes, how did you become aware of these digital initiatives? (Check all that apply)
a) In-store signage/displays
b) Walmart's website/app
c) Social media
d) Word of mouth
e) Other (specify)

6. Have you utilized any of Walmart's digital services or platforms? (e.g., online
ordering, mobile app, self-checkout, etc.)
a) Yes
b) No

7. If yes, which digital services or platforms have you used? (Check all that apply)
a) Online ordering
b) Mobile app
c) Self-checkout
d) Click and Collect
e) Other (specify)

8. How would you rate your overall experience with Walmart's digital services
or platforms?
a) Excellent
b) Good
c) Average
d) Poor
e) Very Poor

Section C: Impact and Expectations

9. How has Walmart's digitalization efforts impacted your shopping experience?
(Check all that apply)
a) Increased convenience
b) Time-saving
c) Personalized recommendations
d) Improved product availability
e) Other (specify)

10. What are your expectations from Walmart regarding further digital
transformation? (Check all that apply)
a) Faster and more efficient checkout
b) Enhanced in-store navigation
c) Augmented/Virtual Reality experiences
d) Improved supply chain transparency
e) Other (specify)

11. Would you be willing to share your data (e.g., purchase history, preferences)
with Walmart if it leads to a more personalized and convenient shopping
experience?
a) Yes
b) No
c) Maybe

12. Do you have any concerns or reservations regarding Walmart's digitalization

efforts? (e.g., data privacy, job displacement, etc.)
a) Yes (please specify)
b) No

13. Please provide any additional feedback or suggestions you may have for
Walmart regarding their digitalization journey.