Transforming customer support through intelligent AI operations

Client: ServiceNow

Lenovo is a global technology powerhouse focused on “delivering smarter technology for all.” In the AI era, that means making AI accessible and beneficial to everyone. To deliver on this promise, Lenovo partnered with ServiceNow to revolutionize its customer support experience on one AI platform. As technology evolves and customer expectations grow, seamless customer experiences are a must—but legacy systems can’t keep up. AI is redefining what’s possible.

We visited Lenovo’s ANZ headquarters in North Sydney, Australia, and Lenovo’s client services center in Bengaluru, India, to tell the global impact story of how AI is reshaping customer service and turning reactive customer support into proactive, personalized service. To frame ServiceNow as a thought leader, we positioned ServiceNow not just as a vendor or enabler, but as the strategic brain behind the transformation. The story not only focused on Lenovo’s success, but ServiceNow’s vision for the future of enterprise AI and how it’s shaping that future with industry leaders. Insight from ServiceNow’s executives and experts spoke to the broader AI challenges and how ServiceNow is helping enterprises leverage AI as a value differentiator. We captured the human side of this transformation: customer support agents in action, both Lenovo and ServiceNow teams collaborating on the ground, and a company using AI to support the growth of their employees and optimizing how they can better serve customers globally. In the month following launch, social engagement with the film trailer exceeded 13x Fortune’s benchmark, with video completion rate for the content at 3.4x benchmark.