Ever wonder why your size is never on the rack when the website says "in stock"? That frustrating disconnect between what retailers think they have versus what's actually available has plagued the industry for decades—until RFID technology changed everything.
In this revealing conversation with retail veteran Mike Graen, we explore how a single technology implementation transformed Walmart's apparel business and set new standards across the retail landscape.
With 42 years of experience spanning Procter & Gamble, Walmart, and consulting roles, Mike provides a masterclass in how technology adoption must be driven by customer needs, not the other way around.
The journey began when Walmart's apparel department faced exclusion from the company's growing curbside pickup services due to notoriously inaccurate inventory. With inventory accuracy hovering around 60% (meaning 4 out of 10 items shown as available actually weren't), the customer experience was suffering.
When RFID was finally implemented, it revealed actual inventory was 30% lower than shown in systems—a sobering reality check that ultimately led to better customer experiences and increased sales.
What makes this story particularly valuable is how it demonstrates the critical importance of cross-functional leadership. This wasn't just a technology project—it was a change management initiative requiring buy-in from merchandising, store operations, IT, and suppliers. The implementation transformed not just inventory accuracy but how teams worked together across traditional organizational boundaries.
Looking ahead, Mike shares exciting possibilities for retail technology: truly frictionless checkout experiences, AI-powered inventory management, and a future where store associates are freed from data collection tasks to focus entirely on customer service.
Whether you're a retail professional, technology enthusiast, or curious consumer, this episode offers valuable insights into how businesses can successfully navigate technological transformation.
