Case Studies
How Walmart achieved enterprise transformation through digital experience innovation
Business success requires both innovation and consistent presence — and Walmart exemplifies both in this enterprise transformation success story.
In today’s fast-paced world, the ability to quickly understand customer behavior and adapt to customer expectations has become a priority for companies. This reality presents a major challenge for large corporations: the need to evolve and grow while remaining true to their core identity.
More than a customer experience challenge — an opportunity
With the rapid digitalization of life — and in a country where more than a third of the population shops online — corporations like Walmart have partnered with technology experts focused on improving digital customer experience strategy. Following a strategic partnership leveraging LivePerson’s technology, Nativa designed and implemented a comprehensive transformation of Walmart’s core business processes and customer experience, creating a business model that can organically respond to today’s needs.
Nativa enhanced omnichannel capabilities and strategically improved digital interaction touchpoints — customizing existing infrastructure and implementing new solutions — to exceed expectations for acquiring and retaining digital customers. Nativa’s first digital transformation initiative focused on improving the user experience (UX) by strategically customizing and integrating conversational technology into Walmart’s WhatsApp channel, aligning the solution to Walmart’s actual customer flows to make searches, inquiries, and purchases not only easier, but truly enjoyable.
With the FAQ-Transactional Bot developed, customized, and implemented by Nativa using LivePerson’s technology, the solution not only streamlined and enhanced virtual conversations for the brand online, but also delivered measurable business impact: a 60% increase in productivity, a +10 percentage point improvement in CSAT/NPS, and significant operational savings through automated customer service processes.
60%
increase in productivity
+10
percentage point improvement in CSAT/NPS
This demonstrates the effectiveness and positive adoption of the enterprise transformation solution, establishing Walmart as a leader in FAQ-Transactional Bots and seamless digital experience.
What’s next in enterprise transformation
Today, delivering exceptional digital customer experience solutions is one of the most dynamic, fast-moving challenges — and it demands immediate responses. New challenges and opportunities arise daily, and organizations must be ready to embrace them, ensuring customers feel supported and delighted along the way.
Nativa’s ongoing optimization work with Walmart continues to drive measurable improvements in customer journey performance, maintaining high satisfaction levels while delivering increased conversion rates and supporting one of the country’s most important conversational commerce platforms. After all, digital transformation never stops.
Supporting a retailer as important as Walmart with the digital technology and tools needed for a successful enterprise transformation demonstrates the power of strategic partnerships. The strategic partnership between LivePerson and Nativa represents a commitment that extends beyond technology provision to Nativa’s expert customization, implementation, and optimization of human-centered solutions designed to serve and improve lives.