HX SUPERHEROES PODCAST
Episode 03: Dilip Bhatia | Lenovo
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How to build a customer-centric business culture
Dilip Bhatia is the Chief Customer Experience Officer and Vice President of User and Customer Experience at Lenovo. In this episode he tells us what it takes to build a successful, customer-centric organization, discussing the importance of leadership commitment, cross-functional structure, and human resources – all crucial to the successful CX program.
Discover how Lenovo’s customer-centric approach led to the creation of Lenovo Legion, a product with the highest overall satisfaction ratings, and how the listening to their customers drove the development of the ThinkPad X1 Carbon, their flagship premium product.
Lenovo now uses over 90 different surveys to gather customer feedback, whilst closing the loop within 48 hours with truly effective response rates.
Dilip shares the importance of data democratization at Lenovo, which enables all 82,000 employees to hear the voice of their customers and empower them to meet their designated CX KPIs.
Don’t miss this insightful episode on transforming customer experience and building a powerful, customer-driven organization.
Timestamp
- 0:00 Teaser
- 1:00 Intro
- 3:30 Customers are God
- 4:36 Dilip’s early career
- 5:53 The culture at Lenovo
- 7:30 Lenovo’s CX strategy
- 8:50 Dilip’s leadership style
- 11:58 How to look at data
- 14:21 Analyzing loyalty drivers
- 15:09 Proving the value of CX
- 16:52 Biggest leadership influences
- 17:40 Proudest career moments
- 18:59 Running the Thinkpad Division
- 21:25 Keys to driving innovation
- 25:41 Importance of CX during turbulent times
- 26:54 Predicting customer churn
- 28:03 Views on AI and ChatGPT
- 29:33 Advice for other CX professionals
- 29:55 Lenovo Legion
- 31:48 Dilip’s best customer experience
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