Lenovo Partners with Medallia for Customer-Centric Transformation
SAN MATEO, Calif., March 9, 2018—Medallia, Inc. (www.medallia.com), the leading provider of customer experience management software, today announced that Lenovo, one of the world’s largest technology vendors known for its popular ThinkPad and IdeaPad personal computers, has partnered with Medallia on a global customer-centric transformation initiative. Lenovo selected Medallia Experience Cloud™ and Deloitte Digital to implement a customer feedback program designed to embed the pulse of the customer throughout the organization.
“As the consumer and commercial technology market evolves from being a product-focused business model to a customer-centric driven model, enterprise feedback programs, such as Lenovo is leading, will lay the foundation for this business model transformation,” said Tim Greulich, senior manager, Deloitte Consulting LLP and leader of Deloitte’s Operational Customer Experience Practice.
With Medallia, Lenovo can focus its efforts on understanding the Lenovo experience through the eyes of its customers and distributing these insights across the enterprise in real-time, renewing its commitment to providing best-in-class customer experiences. By delivering relevant, real-time customer feedback, Lenovo can activate employees around the world with customer insights and workflows that drive action.
“Lenovo has always benefited from a global customer base that has provided us with valuable feedback in our surveys. With Medallia, we now have the opportunity to show those customers how much we value their feedback and that we do use it to improve the customer experience,” said Dilip Bhatia, Vice President, Customer Experience, Lenovo. “We’re already reaping the benefits as our teams are energized and empowered to achieve our vision of becoming a customer experience leader.”
Lenovo is expanding Medallia Experience Cloud across its entire Global and Enterprise account management group. This expansion follows a successful pilot project within two call centers and several global commercial sales and account management teams. Also during the pilot, account management teams were alerted to any accounts at risk of churn or in need of immediate assistance and identified better ways to serve their customers.
“Lenovo is the world leader in technology products for businesses and consumers, with millions of customers in 160 countries,” said Borge Hald, CEO and Co-Founder, Medallia. “Customer experience is today’s most important battleground, and we arm Lenovo not just to compete but to win.”
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Learn more at www.medallia.com.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.