Sébastien Videt: Customer First Program, Pragmatic AI, and B2C Standards in Transportation (Heppner)

In this episode of Transformation Heroes, Baptiste Hingre welcomes Sébastien Vidé, Group Director of Sales, Marketing, and Communication at Heppner.

Sébastien wears a triple strategic hat within a century-old family business that has become a key player in transport and logistics in Europe and internationally. Today, he leads the customer experience transformation in a sector where operational excellence is the norm, but where B2B customer expectations are evolving at lightning speed.

In this very concrete conversation, we analyze how an industrial company is adapting to the new standards set by B2C giants like Amazon. Sébastien takes us behind the scenes of the "Client First" program, a major initiative designed to align the headquarters' vision with the reality on the ground.

We discuss the real "pain points" of transport: claims management and tracking. Sébastien explains why digitalizing these painful journeys is essential to provide the radical transparency clients demand, without sacrificing the human proximity that is Heppner's strength.

Artificial intelligence and data play a central role in the discussion. Far from the hype, Sébastien shares a pragmatic and structured approach: cleaning and organizing data before deploying generative AI, and using technology to translate "operational language" into understandable customer language.

Finally, we address the challenges of the energy transition in logistics and the crucial importance of discipline over motivation to successfully lead long-term transformations.

Linkedin de Sébastien

Linkedin de Baptiste