The Gartner Supply Chain Podcast

L’Oréal’s CSCO on Adapting to Customer Expectations

Episode Summary

As fiscal conditions tighten and shopping habits change in response, supply chain leaders must adapt their operations to keep pace. This episode of the Supply Chain Podcast with L’Oréal’s Damien Decouvelaere explores how B2B and B2C customer expectations are driving change across the supply chain.

Episode Notes

This episode explores:

• How an organization of L’Oréal’s scale stays sufficiently agile to meet customer needs. (2:52)
• L’Oréal’s view on e-commerce operations and their evolution. (6:23)
• Handling volatility across plan, source, make and deliver capabilities and the wider ecosystem. (10:59)
• Building products as “experiences” through additional services. (14:51)
• Recommendations to help supply chain leaders keep pace with and adapt to customer needs. (18:42)

Host Thomas O’Connor and guest Damien Decouvelaere, global CSCO at L’Oréal, explore L’Oréal’s approach to profitably adapting to customer expectations despite significant volatility. Damien walks listeners through the five major trends impacting L’Oréal’s supply chain, most of which stem from evolving customer preferences. Thomas and Damien also discuss L’Oréal’s strategy for diversifying customer experience across distinct markets, especially through customization and e-commerce tools. The pair close the show with three recommendations for supply chain leaders to adapt their operations to customer expectations.