Name: How Former PepsiCo CEO Indra Nooyi Inspired Dow’s Supply-Chain Overhaul
Uploaded: 2026-06-12T10:00:00Z
Duration: 1 min 38 s
Description: Inspired by consumer-goods tracking, Dow CEO Jim Fitterling spearheaded a major upgrade to the chemical giant's logistics visibility. He explains how adopting new customer-experience metrics and AI-driven capabilities allowed Dow to offer Amazon-style tracking and delivery windows for heavy industrial materials.

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Inspired by consumer-goods tracking, Dow CEO Jim Fitterling spearheaded a major upgrade to the chemical giant's logistics visibility. He explains how adopting new customer-experience metrics and AI-driven capabilities allowed Dow to offer Amazon-style tracking and delivery windows for heavy industrial materials. Photo: WSJ Leadership Institute

https://m.wsj.net/video/20260602/59e80039-f1a7-4441-bb82-33f50b168327/1/hls/manifest-hd-wifi.m3u8

Inspired by consumer-goods tracking, Dow CEO Jim Fitterling spearheaded a major upgrade to the chemical giant's logistics visibility. He explains how adopting new customer-experience metrics and AI-driven capabilities allowed Dow to offer Amazon-style tracking and delivery windows for heavy industrial materials.

How Former PepsiCo CEO Indra Nooyi Inspired Dow’s Supply-Chain Overhaul

I remember meeting Andrew, my predecessor, had and invited Andrew Newey from PepsiCo to come speak. And Andrew was talking about all the supply chain advancements at Pepsi Frito-Lay and what they were able to do, and I was leading the plastics business at the time and kind of doing some corporate development work. And I'm sitting up there listening to Indra and I'm going, what's wrong with this picture? Like, Indra can track a 69 cent bag of potato chips to a Walmart in Harlem, and I don't know where a 40 foot container of polyethylene is. There's something wrong with this picture. So we went back in, we put in Qualtrics CX metrics. Dan Futter and his team put in those metrics for all of our businesses. We turned the lights on, on all of the capabilities. So we have capabilities today, like Amazon would have for your order. You place an order on my account at Dow, you can see when it's gonna show up at your site, and usually you're gonna get an estimate of like a one hour time window when that truck is gonna come in. That's huge for our customers to be able to plan around that. We're able to put AI on top of that now and look at predictive capabilities. So we can tell our customer service reps, hey, somebody that's been ordering a certain amount of product every week is a little bit light, maybe we better reach out and talk to them, make sure that we don't miss something or we don't shut them down or something else is going on. So we're doing all kinds of things based on that foundation to keep the customers happy.

The WSJ Leadership Institute Presents: Leaders. A new podcast series bringing you revealing conversations with top executives shaping business today. Hosted by Alan Murray, president of the WSJ Leadership Institute, the series goes beyond headlines to explore how leadership really works in times of upheaval, transformation, and uncertainty. Our first episode was released Monday, Sept. 22, at 5:00 a.m. ET, with new episodes every other Monday.