2018 Winner Profile

Lenovo Group

Project Description:
As the fight for mobile customers and revenue growth intensifies, the cost to acquire new customers is steadily increasing. Lenovo's Mobile Business Group (MBG) sought to accelerate revenue growth in Brazil, the company's top market, by increasing customer retention and recommendation rates. To achieve this, Lenovo built an end-to-end platform leveraging the cloud, big data, analytics and Android to provide a consistent and personalized customer experience. In addition, the company developed a mobile push application, named Engage, based on the Google Cloud Platform. The application enables personalized customer communications, enhanced consumer relationships, increased engagement and frictionless ordering. The end-to-end platform delivery in Brazil was completed in late 2017 and Lenovo has seen a significant increase in customer engagement. The overall customer engagement rates in Brazil have increased sixfold since the implementation of the end-to-end platform. The Brazil Mobile Business Group also achieved its highest revenue in history, in part due to this new IT service.
Business Goal:
Customer Experience
Arthur Hu, Senior Vice President and Global CIO
Yuanqing Yang, President and CEO
Morrisville, N.C.
Computer Hardware
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