For Donna Morris, Executive Vice President and Chief People Officer at Walmart, striking a balance between technology and people is critical in the AI age.
In a conversation with Stephan Meier, the James P. Gorman Professor of Business at Columbia Business School, Morris explained how tech-savvy leadership and a people-focused strategy have been a core component of Walmart’s success as a global retailer.
“We are absolutely a digital company at Walmart. We frame ourselves as people-led, tech-powered,” Morris said during the conversation, hosted by CBS’s Distinguished Speaker Series.
During their conversation, Morris offered business leaders insight from her experience managing a workforce of more than 2 million Walmart associates globally, and building a workplace culture that empowers employees and unlocks their potential through the implementation of digital tools.
People-Led, Tech-Powered
At Walmart, technology is not merely an enabler; it is the backbone of the retailer’s operating model, according to Morris. The company has built custom applications that streamline everything from scheduling to performance management. One such application is the My Assistant tool, an internal generative AI framework designed to support employees across various functions. The platform helps managers craft effective performance discussions, set clear goals, and even obtain real-time insights on operational performance at individual store levels.
Morris noted that the role of AI extends far beyond automation, however. Rather than viewing AI as a replacement for human talent, she sees it as a powerful augmentation tool. “Why wouldn't we want the ability to have something that's going to allow me to be more productive and be able to optimize my time so that I'm actually working on the highest value proposition area, or the area that I have the greatest strengths,” Morris said.
Overall, the company’s objective is to democratize technology by giving every employee — whether on the frontline or in back-office roles — access to intelligent AI agents that can help optimize their work.
Frontline employees, for instance, benefit from real-time translation capabilities built into Walmart’s app, enabling them to communicate effectively with customers who speak different languages. Simultaneously, office-based employees use AI to offload routine tasks and concentrate on higher-value activities.
Communication and Culture
Effective communication lies at the heart of successful digital transformation, according to Morris. Both she and Meier underscored that no technological innovation can succeed without a clear, coherent strategy and continuous dialogue with employees.
When rolling out new tools or processes, Walmart adopts a multifaceted communication approach that includes road shows, boot camps tailored to specific functions, and competitive scorecards that track usage and outcomes according to Morris. This layered strategy ensures that every employee understands not only how to use the new technology but also why it matters.
In large organizations where diverse teams and cultures coexist, communication takes on an even more critical role. Walmart’s workforce spans a wide range of functions — from traditional brick-and-mortar operations to digital advertising — but the company’s core values remain a unifying force.
Morris noted that principles such as integrity, excellence, service, and respect are embedded in every layer of the organization. By consistently reinforcing these values through targeted communications and training programs, Walmart creates an environment where different cultural elements can coexist and thrive alongside one another.
The Future of AI-Enabled Work
As AI plays an increasingly greater role in reshaping jobs and work processes, fears that AI will lead to headcount reductions have become commonplace. However in Morris’ view, AI is changing how jobs are performed, rather than eliminating them altogether.
“There will be areas where jobs will be reshaped. It's not clear to me right now that jobs will actually fully go away,” Morris said. “I think it will just be a change in the ratio of how many jobs you need versus jobs plus technology to advance the work that you have.”
By enabling employees to offload routine tasks, Morris explained, AI allows them to focus on strategic, high-impact work that leverages their unique strengths. For business leaders, this means that the focus should not be on reducing headcount but on rethinking job roles and creating opportunities for professional growth.
Morris also emphasized that the implementation of AI requires both technological readiness and a strong human-centered approach. It is not enough to simply deploy an AI tool; organizations must also invest in training and support to help employees integrate these tools into their daily workflows. The ultimate success of digital transformation, she emphasized, hinges on a dual investment in technology and talent.
