Gartner Research

Video: Lenovo’s Journey From Product-Centric to Customer-Centric

Published: 05 March 2019

ID: G00388264

Analyst(s): Supply Chain Community Contributors

Summary

As supply chains face increasingly complex demands from customers, they also need to adapt their business models. To facilitate the change, Lenovo engaged directly with its customers to understand what they truly want, then it set about enabling its workforce to act as customer advocates. The result is both increased customer satisfaction and an empowered workforce. In this webinar, Dilip Bhatia, Lenovo’s Chief Customer Experience Officer, takes you through its product-centric to customer-centric transformation.

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