A great customer experience helps build a customer’s confidence in you. According to research from Gartner, customer experience (CX) “drives over two-thirds of customer loyalty”. Thus, it is imperative to get CX right! I recently connected with my colleague, Renée Ure, to discuss the key drivers of loyalty for our…

A customer-first organization is one that listens to their customers and acts on the insights they uncover. To do that, my team relies on many tools to listen to our own customers. …

A useful habit of mine is to consider the ways our world is getting better. That habit counters the negative news cycle and reveals what opportunities exist to make further improvements in the lives of everyone. One thing that convinces me the world is on the right track is the…

I previously sat down with Lenovo’s Kurt, Amy and Geriel to discuss customer experience. …

Today, customers can purchase from many different brands, in many different mediums, and through many different channels. They equate brands with experiences, so we need to be thoughtful in how we deliver our services and products and make an impression because that matters more than ever. The customer needs to…

As Lenovo’s Chief Customer Experience (CX) Officer, I have the pleasure of working with some of the smartest minds in customer experience. We listen to our customers, collect and analyze millions of data points and use our insights to create memorable experiences for them, and improve their experiences with us. …

The evening meal is my favorite time of day. My family and I sit down together and talk about everything from the kids’ day at school to what’s going on in the world. Often, questions arise about a fact, stat, or piece of trivia. …

Where we used to trade in commodities and goods, as an economy, we are now moving towards creating great experiences — whether you are an end-user, a customer, an employee or all of the above. …

Dilip Bhatia in conversation with Joel Collins, Human Factors Engineer As Lenovo’s Chief Customer Officer, I’m deeply interested in what our customers say about our products. To this end, my team analyzes hundreds of thousands of customer comments to identify the top issues for each product in our portfolio. After…