Walmart-owned Sam's Club has risen in customer satisfaction rankings, recently surpassing Costco. CEO Chris Nicholas attributes this to a strong focus on technology in retail, deploying AI-powered tools such as exit gateways and cashierless locations. With these innovations, the company aims to create a high-tech shopping experience and improve efficiency. Nicholas appointed Diana Marshall as Chief Experience Officer to further this strategy, showing a commitment to enhance customer experience through data and digital innovations, which has resulted in shoppers exiting faster and increasing overall satisfaction.
"This is all a result of working really hard at the inputs and then the outputs heal themselves. Because we're building digital products for our associates as well as for our members, it means you create connected experiences that allow people to see..."
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