"This is not an efficiency play - this is a growth play. This is an empowerment play. We will not have fewer associates in clubs." Sam's Club CEO Chris Nicholas emphasizes that automation is designed to enhance worker roles, not reduce them, highlighting their focus on creating better customer experiences rather than cutting jobs.
"We've taken 100 million tasks out of associates' hands this year, but we've got more associates. Our job is to create delightful experiences for our members." Nicholas highlights the positive impact of removing mundane tasks from employees, allowing them to focus on engaging with customers and improving member experiences.
"When people are walking around with clipboards, or redoing work, or being really inefficient, they can't spend time solving problems for members." This statement reinforces the company's motivation behind automation, which is to streamline operations and enable staff to contribute more effectively to customer service.
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