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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.
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
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
Unilever is a partner in 100+ Accelerator, which matches FMCG companies with start-ups to find supply chain and R&D sustainability solutions. Read how a pilot using liquid technology and AI helped us save time, water, energy and significant costs.
Amazon is one of Unilever’s most valued e-commerce retailers. We’ve been working together to ensure our supply chain is as seamless as possible – a move that’s better for both businesses.
AI is fundamentally shifting how we work with our customers. Learn how we’re digitising and optimising our end-to-end value chain and leveraging data to ensure our brands are always available when consumers need them.
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