Integrating AI into our supply chain to elevate the customer experience | Unilever

Unilever’s customer operations department has generated 1.7 billion euros in value over two and a half years by synchronizing supply chain functions to enhance the customer experience. Graham Sommer and Micaela Costantini explain how the company transitioned from fragmented data to a unified "Sky 1.0" solution, which utilizes a single demand signal to align sell-out forecasts with manufacturing and replenishment. This integration addressed critical issues where service levels at the point of sale were below 90% and inventory levels exceeded 40 days. Future growth focuses on "perfect autonomous operations" driven by "DigiOps" professionals and agentic AI. Notable implementations include "Uli," an AI agent managing customer queries with fact-based speed, and a Digital Materials Planner that autonomously adjusts production schedules based on real-time material availability and demand shifts. These advancements ensure products remain available on shelves while optimizing global logistics and cash flow.