Technology transforms people's lives. From mitigating poverty to simplifying processes, ending corruption to providing better services, technology is omnipresent. It has become the single-most important instrument of human progress.

Customer satisfaction has always been the number one goal for retailers, and in the future, customers will be more empowered than ever to drive the change they want, as they get more control over their shopping experience.

Change based on principle is progress. Constant change without principle becomes chaos.

One of the biggest areas of change in the last decade is related to associates that work in our stores, picking orders for delivery and pickup for our customers. And we have something north of 200,000 people doing that job, and yet we have about the same (total) number of people working in Walmart U.S.

As I look across our company, we have everything from store associates to supply chain associates. Of the 2.1 million people (globally), something less than 75,000 of them are home office jobs. All the other ones are working in a store, a club, a distribution center. And I think those jobs change more gradually. We are still going to want to serve customers and members with people. The change as it relates to the home office jobs probably happens faster.

Always thinking about the customer value proposition is including price, assortment, experience, and trust, and all of those have been changed by technology and been changed by e-commerce, and so leading up to the moment when I took this role, there was an understanding that we needed to invest in e-commerce, grow e-commerce, but we didn't take it seriously enough.