As the world’s largest PC maker, Lenovo ships tens of millions of devices each year across personal computers, servers, monitors, and smartphones. With such a vast product portfolio, personalizing the Lenovo.com experience at scale is both critical and complex.
For Lenovo’s Global eCommerce team, optimizing customer journeys is a key driver of business growth. To gain a clearer view of how customers navigate its digital experiences — and where complexity can be reduced — Lenovo’s digital and analytics teams prioritized solutions that deliver realtime, actionable customer insight, and used AI to make data and analytics more accessible across marketing and the business.
Derek Gominger, COO, Global eCommerce at Lenovo, believes that understanding customer behavior is essential to informing the design of digital journeys. He invokes a familiar analogy: while architects design college campuses with brick walkways, students often carve out their own routes by foot over time. Affectionately known as “desire paths,” these natural dirt paths reflect how humans naturally and most efficiently move through a space.
Similarly, instead of attempting to define customer behavior on Lenovo.com, the data-driven insights and agentic capabilities in Adobe Customer Journey Analytics provide Lenovo with cross-channel data analysis so that marketers can fully understand their customers’ cross-channel journeys. Instead of dictating customers’ “desired path,” these capabilities enable Lenovo to uncover the optimal paths to purchase and build personalized customer experiences that will drive operational efficiency and growth.
Answering critical business questions instantly.
Historically, Lenovo’s data analytics team invested considerable time in creating reports, dashboards, and trend visualizations for stakeholders across the business.
By adopting Adobe Data Insights Agent within Adobe Customer Journey Analytics, Lenovo’s ecommerce team is shifting this workflow dramatically and evolving how insights are shared and acted on across the business — accelerating data democratization and enabling faster, more confident decision-making.
Powered by generative and agentic AI, the agent allows marketers to use natural language prompts to explore data, build visualizations with auto-generated intelligent captions, and answer critical business questions with greater ease. This approach complements the work of analysts while extending actionable insights to a broader set of business users, helping teams uncover trends, identify optimal paths to purchase, and continuously optimize customer journeys.
“We want teams across Lenovo to engage with data more naturally and ask better questions, faster,” said Gominger. “Adobe Data Insights Agent helps us scale insights beyond specialists — so marketers and business leaders can move from curiosity to action without friction, while our analytics experts continue to guide and validate the work.”
Empowering teams across markets and experience levels.
Lenovo has identified a significant advantage in the capacity of Data Insights Agent to engage users across varying skill levels.
Whether it’s a seasoned analyst or a beginner exploring Customer Journey Analytics for the first time, the agent meets the user where they are and effectively reduces the learning curve to accelerate broader adoption. During onboarding, Lenovo analysts provide training and live demonstrations of the agent, allowing new users to pose questions and interact with data more confidently from day one.
Furthermore, the agent serves as a reliable resource throughout data analysis by delivering immediate answers and facilitating productive discussions and brings specialization to smaller teams or markets.
The agent doesn’t just answer questions — it understands intent, acts, and guides teams, sparking new ideas. If asked a question that does not have enough context to answer or is too generic, Data Insights Agent responds with a clarifying question or suggested options. For instance, when asked, “Which source drives the highest conversions?”, the agent responded with clarifying prompts like:
- “Which cart source contributes the most?”
- “Which URL or version performs the best?”
These suggestions open new dimensions for analysis, helping Lenovo uncover insights they might not have considered initially.
“Data Insights Agent has been a major unlock for our organization so far,” added Gominger. “Not only has data analyst productivity surged by 30% with more time for deeper and strategic analysis work, but it is democratizing access to critical data across the company, including our smaller regional markets. By empowering our marketers to self-serve with the agent, they have immediate access to insights that will help them orchestrate frictionless journeys for our customers across channels.”
Expertly orchestrating purpose-built AI agents.
Adobe Enterprise applications integrate data, content, and customer journey workflows with advanced features enabled by Adobe’s AI platform. For Lenovo, this includes Adobe Experience Platform Agent Orchestrator, the foundational capability for businesses to orchestrate purpose-built AI agents that engage directly with customers and support the daily work across Adobe applications and third-party ecosystems.
Gominger’s team is working to deepen the integration of Data Insights Agent into workflows, including dashboard creation, business reviews, and ad hoc analysis, and extend the agent to other applications like Adobe Mix Modeler for attribution insights.
Powering the next phase of growth.
By making insights and trends more accessible across the organization, Lenovo is empowering teams to make faster, smarter decisions with confidence. With a clear focus on simplifying and optimizing the customer journey to fuel growth, Lenovo’s early adoption of Data Insights Agent underscores how AI can transform analytics into a strategic driver of business impact.
Looking ahead, Gominger imagines an agentic customer experience on Lenovo.com that makes choice effortless. Much like a sommelier guiding a diner through an extensive wine list, this experience would ask a few thoughtful questions to help customers quickly navigate Lenovo’s vast product catalog — cutting through complexity to surface the right options based on individual needs, preferences, and context. It’s a vision of AI not just informing decisions, but shaping more intuitive, human-centered digital experiences.
Sunil Menon is Vice President, Experience Cloud Portfolio at Adobe. In this role, Sunil is responsible for portfolio strategy and messaging, defining the future of Adobe Experience Cloud in an AI-first world.
Sunil operates at the intersection of product strategy, innovation, and business strategy, working closely with cross-functional teams within Adobe. Sunil is responsible for driving innovation, product incubation, product operations, and managing shared services for the product organization. Additionally, Sunil also manages strategic technology partnerships and reseller partners for Experience Cloud.
Sunil joined Adobe in 2017 and over the past nine years has worked in product management, strategy, and product marketing leadership roles. Sunil has over 27 years of experience working in various product management, general management, and product marketing roles. He joined Adobe from OpenText where he led Product Management and Strategy for the Digital Experience portfolio and prior to that he was the Worldwide Head for the Digital Experience Management business at HP Software.
Sunil holds engineering degrees from the Indian Institute of Technology, Madras and Kansas State University and is a co-inventor of US Patent US20180181556 - SYSTEMS AND METHODS FOR CONVERSION OF WEB CONTENT INTO REUSABLE TEMPLATES AND COMPONENTS.
