Teaneck-based Cognizant has expanded its partnership with Lineage, the world’s largest global temperature-controlled warehouse REIT, to advance Lineage’s ongoing customer service transformation.
Aimed at delivering enhanced resources, reliable service models, and cutting-edge technologies, such as Agentic AI solutions, to empower the customer care organization that serves Lineage’s customers the collaboration will result in Lineage’s customers receiving an elevated level of service with deep-seated cold chain expertise.
“Together with Lineage, we look forward to building a service model that defines the standard for customer service excellence in cold chain logistics,” Surya Gummadi, president of Americas, Cognizant said. “Cognizant’s depth in the logistics domain and Agentic AI technologies, implemented in close collaboration with Lineage and guided by their strategic priorities, will empower customer care professionals to perform their work and create an elevated and differentiated experience for Lineage’s customers.”
“The customer service team plays a mission-critical role in how Lineage delivers value every day,” Tim Smith, chief commercial officer of Lineage said. “We have continuously worked to respond to our customers’ call for a more unified and user-friendly experience across our diverse network. Our work with Cognizant allows us to take everything we’ve built to date—the tools, the team, and the processes—and elevate them to new levels of consistency, quality, and innovation. Everything we do at Lineage is in service of our customers, and we’re thrilled to partner with the market leader to deliver at a higher standard for them.”
Lineage has worked to redefine its customer experience over the past several years. It has evolved from the best practices of its legacy companies and has culminated in a “One Lineage” framework that emphasizes a single, simplified set of tools and processes.
Lineage’s relationship with Cognizant represents both a step-change enhancement in the company’s customer service offering as well as a shared vision to create a new standard in cold chain customer care.
