The CPG Guys

Enterprise Business Services with Walmart's Dave Glick

Date: October 25, 2025
Host: Sri Rajagopalan
Guest: Dave Glick, SVP of Enterprise Business Services, Walmart

Episode Overview

This episode features a deep dive into how Walmart is leveraging artificial intelligence (AI) and enterprise technology to drive operational excellence and empower associates. Sri Rajagopalan leads an engaging conversation with Dave Glick, exploring the development and deployment of AI super agents, the distinctions between types of AI, strategies for data management, change leadership, and the transformation of foundational business processes like claims and disputes. Throughout the episode, Dave emphasizes curiosity, tenacity, and a people-led approach to technology adoption.

Key Discussion Points & Insights

1. Dave Glick’s Role at Walmart (03:06)

• Scope: Dave leads Enterprise Business Services overseeing corporate functions including finance, technology and services, global governance, customer care, payments, fraud, directed spend, and IT.
• Quote (03:19):
  "We ring the registers, we pay the employees, the associates, and we close the books. So what else do you need to run a company?" — Dave Glick
• Day in the Life:
  Dave enjoys diving deep with his team on operational tech solutions and makes time for personal wellbeing.

2. Demystifying AI: ML, Generative, Agentic, Predictive (06:58)

ML (Machine Learning) vs. AI:

• ML: Pattern matching using numeric variables; traditional AI used neural nets to uncover patterns in large sets.
• AI Today: Expansion to generative AI (creating new content), then to agentic AI (machines taking actions).

GAP Framework (09:08):

• Generative AI: Creates new content based on prompts.
• Agentic AI: Performs autonomous actions based on SOPs (Standard Operating Procedures).
• Predictive AI: Pattern matching from historical data to forecast future events.
• Quote (07:16):
  “With GenAI, we're creating something new... And then we started with agentic AI now, and agentic AI is...the machine taking actions.” — Dave Glick

3. Walmart’s Unified AI Framework & The Four Super Agents (10:03)

Strategic Rationale:

• Problem: Standalone agents/tools were hard for employees to find/use.
• Solution: Super agents—centralized AI personas, connected to thousands of task-specific nano agents, for streamlined access.

The Four Super Agents:

• Sparky: For consumers, via Walmart’s app/web.
• Vibey: For developers, focusing on tools and productivity.
• Marty: For suppliers, enabling campaign setup and other actions.
• Associate Agent: (Name TBD) For internal associates, managing work tasks, benefits, data queries, etc.
• Quote (10:18): "The idea is the super agents are one place where you can go for your job and touch any of the agents..." — Dave Glick
• Status (12:46):
  Sparky and Vibey are live; the Associate Agent is rolling out imminently.

4. Data Quality & Model Architecture (13:39)

• Approach: Start from the business problem or action and work backward to identify and improve data. Manual and AI-assisted audits help ensure quality.
• LLMs (Large Language Models):
  Uses multiple hyperscaler LLMs, selected per task; behind each super agent is a network of nano agents, each with potentially different underlying models.
• Quote (13:39):
  "Every single person who's done ML will tell you data cleansing is the hardest part.” — Dave Glick
• Nano Agents (15:23):
  Micro-agent architecture allows for highly specialized, task-focused automation.

5. Empowering Associates Through AI (16:54)

Hackathons & Low-Barrier Development

• Associates are building their own agents to automate tasks using simple tools. No advanced coding required; curiosity is key.
• Quote (18:42): "Six months ago, you would have had to be an engineer... One of the non-engineers... built her own agent to do some accounting work." — Dave Glick
• Feedback:
  High engagement and empowerment—significant time savings, more interesting work, organizational excitement.

6. Change Management & Culture (21:17)

• Leadership Example: Doug McMillon, Walmart CEO, champions AI adoption.
• Change Management:
  Bringing engineers and non-engineers together in live demos/town halls to build agent solutions fosters accessibility and excitement.
• Quote (21:17): “I used to think that engineering was the hard part of transformation... but over the last year I've realized... bringing people along is.” — Dave Glick

Cultivating Curiosity & Ownership

• Associates are encouraged to be curious, empowered to experiment, and take control of change.
• Persistent, gritty, and resilient characteristics are valued over technical prowess.
• Quote (24:22): "People who dive in and are curious always come back and say, thank you. I'm having more fun at work than I've ever had before." — Dave Glick

7. AI-Powered Transformation of Claims & Disputes (27:03)

• Kaizen Workshops: Cross-functional sessions (from Toyota/Lean Six Sigma) to map processes and uncover inefficiencies.
• Gemba Approach: Bringing together operators and engineers for real-world problem solving.
• Results: Massive reduction in claims volume (e.g., from eight-figure to four-figure dispute counts).
• Quote (28:23): “If we conquer [claims and disputes] for vendors, it's a game changer for the industry.” — Sri Rajagopalan

8. Leadership Philosophy and Mentorship (30:43)

• "Stop Being Nice, Start Being Kind": Honest, constructive feedback is essential to growth.
• Long-Term Mentorship:
  Dave maintains ongoing mentoring relationships, fostering talent circles.
• Quote (32:07): "It's kind to address, give feedback, and help people grow because it's the most important thing you can do to help people grow." — Dave Glick

9. Looking Forward: The Next 18 Months of AI at Walmart (34:10)

• Focus:
  Instead of predicting tech trends, Dave stays anchored in customer needs and operational excellence.
• AI’s Pace:
  AI progress is “not overhyped—it's underhyped,” enabling rapid solution deployment.
• Quote (34:46): “Things that would take us a year to do can often be done in a week... this is just another tool in my toolbox.” — Dave Glick
• Advice:
  Anyone with curiosity—not just programmers—can now harness AI to solve pressing problems, starting with everyday tasks.

Memorable Quotes & Moments

• On Data:

  “Every single person who's done ML will tell you data cleansing is the hardest part.”
  — Dave Glick (13:39)

• On Building Agents:

  "The future belongs to the curious."
  — Dave Glick (19:16)

• On Feedback:

  "It's kind to address, give feedback, and help people grow..."
  — Dave Glick (32:07)

• On Empowerment:

  "If we can make people feel like they have agency and they're empowered and they're able to control the future, I think that's what I think of when I think of people led." — Dave Glick (23:28)

• On Perseverance:

  "Tenacity and grit... Commitment, commit, stay tenacious, stay gritty, Deliver what you commit to." — Sri Rajagopalan (35:24)

Notable Segments & Timestamps

• [03:06] Dave’s role and day-to-day at Walmart
• [06:58] Clarifying ML vs AI, introduction to agentic, generative, predictive AI
• [10:03] Unification via super agents, strategic rationale, and personas
• [16:54] Associates building agents and hackathon impacts
• [21:17] Leading broad organizational change/adoption
• [27:03] Claims and disputes, Kaizen process improvement
• [30:43] Feedback culture, mentorship philosophy
• [34:10] Predictions and pace of AI evolution in enterprise services

Takeaways for CPG & Retail Leaders

• AI Integration at Scale: Walmart’s approach—modular, persona-driven, centered on real-user needs—can serve as a model for the industry.
• Empowerment over Replacement: Agent AI is positioned as an enhancer, not a replacer, for employees.
• Curiosity as Key Differentiator: Encourage exploration and low-barrier entry to AI tools.
• Operational Focus: Streamlining core processes, such as claims, can have transformative and immediate business impact.
• Continuous Change Management: Leadership and cross-functional engagement are critical for sustained AI adoption.

Final Thought

"You can do it. Be tenacious and gritty. Overcome AI by being curious."
— Sri Rajagopalan (37:45)

For more on Dave Glick or Walmart’s enterprise transformation, check the episode digital notes for links.