This report delves into Unilever plc's customer experience strategies, beginning with an examination of its value proposition, emphasizing the provision of quality products at reasonable prices, driven by market research and customer needs. It identifies key customer demographics through segmentation, targeting, and positioning (STP) strategies, focusing on income and quality preferences. The report applies the six pillars of customer experience model—defining goals, understanding customers, simplifying processes, leveraging technology, personalizing interactions, and prioritizing customer service—to Unilever's operations. Furthermore, it explores the implications of digital disruption on Unilever's customer experience delivery, highlighting the need for adaptation. The report concludes with recommendations for enhancing customer experience, emphasizing its importance in organizational success. This student-contributed assignment is available on Desklib, a platform providing study tools and resources for students.