Lenovo, a $69 billion tech company operating in 180 markets, links growth to customer experience. Its Total Experience strategy unites customer, employee, user, and digital operations to reduce churn, raise satisfaction, and drive accountability company-wide.
This week on The Modern Customer Podcast, Dilip Bhatia, Lenovo’s Chief Experience Officer, explains how Lenovo ties customer experience directly to business outcomes—and why simplicity, speed, and measurable impact matter more than ever.
Highlights of Lenovo’s Total Experience strategy:
- Culture & accountability — 95% of employees carry a CX KPI tied to their bonus, aligning every department around customer experience.
- Inclusive design & testing — accessibility features shaped with input from a school for the blind and ThinkPads rigorously tested to 20+ military standards.
- AI-powered personalization — GenAI accelerates content creation, localized AI safeguards privacy, and sellers are equipped with data for a 360° customer view.
Lenovo builds loyalty and growth by making experiences effortless. Don’t miss this episode—see how its Total Experience turns CX into measurable outcomes.
Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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