This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes.
Lenovo, a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of “Smarter Technology for All,” the company combines culture, design, and technology to turn experience into growth.
Here’s how Total Experience shows up at Lenovo:
👉 Culture & accountability — 95% of employees have a CX KPI tied to their bonus
👉 Inclusive design & testing — accessibility features shaped with input from a school for the blind and ThinkPads tested through 20+ military-grade tests
👉 AI-powered personalization — GenAI accelerates content creation, localized AI safeguards privacy, and sellers are equipped with data for a 360° customer view
🎧 Discover how Lenovo makes CX measurable, accountable, and effortless—building trust and growth. Tune in now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
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