Managing Director & Senior Partner
Karen Lellouche Tordjman is a member of BCG X, Boston Consulting Group’s tech build and design unit, specifically leading efforts in driving breakthrough innovations using behavioral and human-centered design. She is BCG Fellow and a core member of the firm’s Marketing, Sales & Pricing, and Industrial Goods practices. Karen also leads BCG’s Pricing Enablement Center in Paris.
Since joining BCG in 2004, Karen has worked across the spectrum of the automotive sector, implementing major transformation programs and focusing on digital issues. Her recent client work includes developing and supporting the implementation of a digital customer experience program for an OEM. During this case, she helped design a seamless customer journey and CRM program, define a mobile strategy, and execute a new communications strategy.
She has also worked extensively on a large number of marketing, sales, and pricing projects across various industries, with a focus on marketing analytics, digitalization, and multichannel customer experience.
Prior to joining BCG, Karen completed internships as Air Liquide and Credit Agricole.
Touchpoint-centric engagement could unleash massive value for customers and businesses. Taking just a few key steps will help companies reap the rewards.
The evolution of the metaverse could be a disruptive event requiring dramatic changes to the way you do business. Is your company ready?
Chronic new-vehicle shortages, the EV transition, and the rise of digital retail are disrupting the traditional business models of brick-and-mortar dealerships. Many are underprepared.
Retailers and service providers should rethink where and how they deploy their sales agents in light of data that shows current approaches aren’t delivering the experiences consumers want.
Advanced analytics (AA) is a powerful tool for automotive OEMs and dealer groups to boost sales and improve operating margins. However, few players are leveraging AA to its fullest. Based on our study of more than 200 AA use cases within the auto industry, we have identified the use cases and key enablers that allow OEMs and dealer groups to overcome the obstacles and transform into bionic organizations that successfully merge AA and human capabilities.
What will the next generation of digital helpers look and sound like? BCG managing director and partner Karen Lellouche Tordjman breaks down the two critical challenges engineers need to crack before they can usher in a new age of smart voice assistants.
A new CX paradigm for driving business value could be the biggest growth opportunity to come along in decades.
When introducing new online sales channels, weigh the opportunities against the potential friction with existing channels.
To remain viable over the next decade, leading brands must reconceive the physical store by focusing on four functions where the in-person experience provides customers with clear and defendable value.
Consumer preferences are changing rapidly, outpacing companies’ traditional abilities to track and respond to trends. Data and AI can provide new eyes and ears.
Autos represent one of the last areas of almost exclusively physical sales. The first companies to sell new cars online will be able to improve their market share and profit margins and reduce incentive spending.