Walmart is the world’s largest private employer, with 2.1 million associates and thousands of stores generating over $600 billion in annual revenue. But behind that scale is a lesser-known story—one of frontline innovation, employee empowerment, and a bold shift in how work gets done.
While many companies still treat employee experience as an HR initiative, Walmart approaches it as a business strategy. By leveraging technology, AI, and real-time data, the company is reducing friction, boosting engagement, and creating better experiences for both associates and customers.
Walmart launched an AI assistant in just 63 days to streamline tasks and free up employees for more people-focused work. Additionally, through Qualtrics, they gathered feedback from over one million associates across 19 countries—then used those insights to drive meaningful change.
Store managers operate like entrepreneurs, overseeing $100M+ businesses and earning compensation to match—up to $620K annually. Meanwhile, the “Me@Walmart” app gives associates instant access to learning, scheduling, pay details, and team updates. As a result, powerful tools are now in the hands of the frontline.
In this episode of The Modern Customer Podcast, recorded live at the Qualtrics X4 event, we sit down with Donna Morris, Walmart’s EVP and Chief People Officer. She shares how employee experience is fueling customer experience—and what it takes to lead transformation at scale in today’s world of work.
Don’t miss this conversation on how the world’s largest employer is rewriting the rules of employee experience to drive lasting customer impact.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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