Moderator:
Arthur Pascoal, Senior Director Digital & Efficiency Transformation, Walmart Canada

Abstract:
Digital transformation meets efficient process design. This session will showcase Walmart Canada’s customer experience journey from traditional Lean Six Sigma process improvement, through the integration of robotic process automation, contemporary design, and delivery methodologies to becoming a digital first organization.

Key Take-Aways:

• An approach to using digital tools and more efficient process design to eliminate non-value-added work and unlock capacity, improve quality, and increase employee engagement
• Insights on digital & efficiency transformation applied to the customer care function