{"id":41649,"date":"2023-04-06T19:06:23","date_gmt":"2023-04-06T23:06:23","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/episode-03-dilip-bhatia-lenovo\/"},"modified":"2026-03-17T17:22:58","modified_gmt":"2026-03-17T21:22:58","slug":"episode-03-dilip-bhatia-lenovo","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/podcasts\/episode-03-dilip-bhatia-lenovo\/","title":{"rendered":"Episode 03: Dilip Bhatia | Lenovo"},"content":{"rendered":"\n<div class=\"wp-block-pg-theme-component sm3-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<div class=\"wistia_responsive_padding\" style=\"padding:56.25% 0 0 0;position:relative;\"><div class=\"wistia_responsive_wrapper\" style=\"height:100%;left:0;position:absolute;top:0;width:100%;\"><iframe loading=\"lazy\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/bthrs011ah?web_component=true&#038;seo=true\" title=\"Episode 03: Dilip Bhatia | Lenovo Video\" allow=\"autoplay; fullscreen\" allowtransparency=\"true\" frameborder=\"0\" scrolling=\"no\" class=\"wistia_embed\" name=\"wistia_embed\" width=\"100%\" height=\"100%\"><\/iframe><\/div><\/div>\n<script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<p class=\"is-style-paragraph-tiny is-style-paragraph-tiny--1 wp-block-paragraph\">Tune in to this episode wherever you get your podcasts. If you found this episode insightful please like and subscribe.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/podcasts.apple.com\/us\/podcast\/forsta-hx-superheroes\/id1654756284\" target=\"_blank\" rel=\"noreferrer noopener\">Apple<\/a><\/div>\n\n\n\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/open.spotify.com\/show\/6pjjqqYnkFrBekzAfKLb4L\" target=\"_blank\" rel=\"noreferrer noopener\">Spotify<\/a><\/div>\n\n\n\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.youtube.com\/@ForstaInfo\/podcasts\" target=\"_blank\" rel=\"noreferrer noopener\">YouTube<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<h2 class=\"wp-block-heading has-h-3-font-size\">How to build a customer-centric business culture&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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&nbsp;leadership commitment, cross-functional structure, and human resources \u2013 all crucial to the&nbsp;successful CX program. &nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Discover how Lenovo&#8217;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.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lenovo now uses over 90 different surveys to gather customer feedback, whilst closing the loop within 48 hours with truly&nbsp;effective response rates. &nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dilip shares the importance of data democratization at Lenovo, which enables&nbsp;all 82,000 employees to hear the voice of their customers and empower them to meet their designated CX KPIs.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Don&#8217;t miss this insightful episode on transforming customer experience and building a powerful, customer-driven organization.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<iframe data-testid=\"embed-iframe\" style=\"border-radius:12px\" src=\"https:\/\/open.spotify.com\/embed\/episode\/70ziOzKMM68suGhLrWyOMV?utm_source=generator\" width=\"100%\" height=\"352\" frameBorder=\"0\" allowfullscreen=\"\" allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\"><\/iframe>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":53,"featured_media":41650,"parent":0,"template":"","meta":{"disable_featured_image":false,"temp_reference":0,"temp_parent":0,"pathfactory_url":"https:\/\/fast.wistia.net\/embed\/iframe\/bthrs011ah?web_component=true&seo=true","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":""},"resource-category":[215],"resource-topic":[219],"class_list":["post-41649","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-podcasts","resource-topic-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/41649","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/53"}],"version-history":[{"count":0,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/41649\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/41650"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=41649"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=41649"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=41649"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}