Partner & Director
At Boston Consulting Group, Dag Fredrik Bjørnland has focused extensively on client work with the firm's Telecommunications, Media & Technology, Public Sector, and Health Care practices. Dag leads BCG's customer experience topic, covering issues such as customer-experience-driven transformations, brand advocacy, loyalty, omnichannel marketing, and connected channels.
Dag Fredrik has acquired experience across a broad range of operational issues, including organizational development, large-scale transformations and efficiency programs, sales and marketing efficiency, and IT operations and governance. He is also an expert in key strategic issues such as digital advantage, adaptive strategy, and business model innovation.
Before joining BCG, Dag Fredrik worked as the director of the TMT division in the specialist ICT consultancy company Teleplan. He has also acquired experience working in R&D as well as board experience working with technology start-ups, a major ICT installation company, and venture capital.
Technology can help companies improve customer service by tracking the channels customers have used and the information they’ve shared about their needs and problems.
BCG’s Brand Advocacy Index shines a spotlight on the companies that excel in creating positive customer experiences. See the survey’s results for eight countries and seven industries.
Word-of-mouth recommendations offer a critical way to measure and improve a company’s performance—and ultimately to boost growth.