At Walmart, “everybody’s using AI every day across the enterprise,” according to David Glick, senior vice president of the retail behemoth’s enterprise business services.
…it took a couple of years for the tools to get good enough, [to] hallucinate less, [to have] less bias, but also for us to get comfortable. And I think the beginning of this year was at the point where we started building agents
In a conversation on Wednesday with Atif Rafiq, founder of AI infrastructure startup Ritual, at the AI Infra Summit in Santa Clara, California, Glick explained that Walmart CEO Doug McMillon for the past few years has been pushing the company to go all-in on AI.
The hardest part of that transformation hasn’t been the technology. It’s been getting people to use it.
Glick recounted how a year ago at the same conference, he was preparing to go on stage and heard people in the preceding session talking about how the most challenging element of digital transformation is change management.
He explained, “I was standing in the back saying, ‘No, we’re engineering, and engineering does all the work. And that’s the hardest part, to actually write the code.’ And then as I thought about it throughout the day, I was like, actually, writing code, we know how to do that, and it’s getting easier and easier using AI. But it is, in fact, the change management.”
The issue in large companies, he said, is that everyone wants to be included, but “we’re moving people’s cheese” – in reference to a business leadership book on dealing with change.
To bring everyone along for the ride, Glick’s goal has been to make everyone use AI, not just software engineers.
“So the exciting part is not just engineers building things,” he said. “The engineers will build full enterprise-scale agents and whatnot. But every single person at Walmart is figuring out how to use AI in their jobs.”
Glick acknowledged that only 10 or 20 percent of Walmart’s associates – as employees are called – will do “vibe coding” or build software agents in their respective roles. But he suggested that AI tools are changing what Walmart looks for in its technical staff.
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“Like when I was writing code, it was ‘Can you put the semicolon in the right spot?’ Or ‘Can you close parentheses every time you open them?'” Glick explained. “And then it was like, ‘Can you malloc() and free()?’ And then you’re like, ‘Oh, Java, you don’t need to malloc() and free() anymore.’ And now it’s like, I think, it’s curiosity, persistence, resilience, tenacity, and grit.”
Glick argues that the “the future belongs to the curious.”
He explained, “What we found is the people, whether they’re in the product team or the design team or the engineering team or the business team, the people who are succeeding most with AI are the ones who are most curious.”
His approach at Walmart has been to dive in and try things, to iterate rapidly.
“I’ve been at Walmart a little over two and a half years, and ever since I started, we’ve been talking about Gen AI and how we need to be a leader in Gen AI and Doug has told us he wants everybody using AI every day,” he said. “And it took a couple of years for the tools to get good enough, [to] hallucinate less, [to have] less bias, but also for us to get comfortable. And I think the beginning of this year was at the point where we started building agents.”
The approach Glick advocates is cross-functional, mixing the roles of developer, designer, and product manager. “I think we don’t even have a new vernacular for this,” he said. “We start with vibe coding and vibe designing and vibe PRD (product requirements document) and this and that.”
Is that a “viber”? he wondered. A designer? Even Glick’s own role appears to be fluid – he said he feels like the chief marketing officer of AI at Walmart.
Walmart’s AI bet has been accompanied by a change in the business processes needed to deal with AI. Glick said Walmart has 14 separate security processes, one of which involved compliance and had a backlog of weeks or months before projects would be approved.
“So we called the chief compliance officer and said, ‘Hey, if we can build an agent in a week, it can’t take you two months to approve our agent,'” Glick recalled. “And so she went in and built a new process. It’s still equally as safe. It leveraged AI and leveraged technology, but now the backlog is zero days instead of 60 days. So that is a great example of push, push, push, and see what we can automate.”
In terms of change management, Glick said, “I like to say we’re running projects with a stopwatch instead of a calendar now because we can turn these things while we sit with the business users. And so one of the things I’ve tried very hard is to go sit with the business users and show them what this can do because they don’t really have any concept. All they know is that IT is the bottleneck or tech is the bottleneck … In six months or in a year, tech will not be the bottleneck.”
Glick described his goal as empowering engineers to be able to take a laptop to a store or fulfillment center and, before they come home, to have built an agent or something that makes the lives of the associates in that facility better.
“We have lots of things that we’re trying to do,” he said. “We’re trying to grow revenue. We’re trying to cut costs. But if you can change people’s lives, that’s better than all that stuff.” ®