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Using AI in supply chains to elevate the customer experience

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Unilever is transforming the way it serves customers through AI integration and data-driven partnerships. The aim is to ensure shoppers can get the high-quality products they want, when they want them, in-store or online. Watch this interview to find out more.

A customer warehouse with products packaged on shelves

As part of her Voices in Transformation podcast, supply chain influencer Maria Villablanca speaks to Graham Sommer, Unilever’s Head of Customer Operations, and Micaela Costantini, Planning Director, Home Care Europe. They explain how technology is enabling seamless access to our brands at the point-of-sale through partnerships and data-sharing with key customers such as Amazon, Walmart and Tesco. They also discuss how Unilever’s DigiOps people programme is upskilling teams on crucial tech skills to support new innovations.

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Since we set up the Customer Operations team about two and a half years ago, it has delivered over €1.7 billion of value for the business: by enhancing service, reducing inventory and improving efficiency.

Graham Sommer, Unilever’s Head of Customer Operations
Key highlights

00:14 What Customer Operations means for Unilever

00:55 Three core areas: planning, logistics, customer service

01:38 Our end-to-end technology framework and seven global hubs

02:17 The impact of technology on the customer experience

05:49 Future goals and developments

07:38 Embracing Agentic AI

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