The Gartner Supply Chain Podcast

L’Oréal’s CSCO on Adapting to Customer Expectations

Feb 20, 2024

Damien Decouvela, L’Oréal's CSCO, discusses how L’Oréal stays agile to meet customer needs, e-commerce operations, handling volatility, building products as experiences, and recommendations for supply chain leaders to adapt to customer expectations.

22:43

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Episode guests

Damien Decouvela

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Episode notes

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Quick takeaways

Adapting to evolving customer expectations through customization and e-commerce tools is vital for supply chain success.

Prioritizing resilience and agility in supply chain operations helps L’Oréal navigate volatile demands and disruptions effectively.

Deep dives

Adapting to Changing Consumer Expectations

Consumer expectations and purchasing behaviors have drastically evolved due to global trends like social commerce and sustainability demands. L'Oreal, being consumer-driven, has identified five major trends impacting their supply chain, such as the globalized demand driven by social networks, the growth in e-commerce and social commerce, the shift towards experiential consumer expectations, and the increased focus on sustainability and talent shortage. To adapt, L'Oreal is undergoing massive transformation programs with data and tech as a common enabler.

Introduction

2min

Adapting to Consumer Trends: L'Oreal's Supply Chain Transformation

8min

Navigating E-commerce Challenges and Supply Chain Transformation

4min

Adapting Supply Chain to Customer Expectations

7min

Exploring Evolving Customer Needs in Supply Chain Operations

2min

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.

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The Gartner Supply Chain Podcast

L’Oréal’s CSCO on Adapting to Customer Expectations

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Adapting to Changing Consumer Expectations

E-commerce Strategy and Operations

Resilience and Agility in Supply Chain Operations

Remember Everything You Learn from Podcasts