Speaker Bio
Profile summary
Karen is a Managing Director & Senior Partner at BCG. She joined BCG in 2004 as an Associate in Paris office, worked in New York office in 2008 and 2009, and has worked in Mexico City office since 2019, covering clients in the US and in Mexico.
She leads BCG Customer Experience topic globally, with a focus on: digital customer journeys, e-commerce, omnichannel, loyalty, customer satisfaction improvement & measurement, cultural change towards customer centricity.
Relevant BCG Experience:
- Launched a GenAI transformation of the call centers for a North American airlines carrier
- Defined digital strategy for a Latin America Telco company, and supported the implementation of key digital use cases: ecommerce, churn reduction, top-up increase
- Implemented a data platform for a Telco player, as well as AI tools (DEEP.AI) to identify customers with highest probability to churn and relevant actions for them
- Defined network strategy for a global Telco player: identification of sites with low network quality, identification of network coverage opportunities, and definition of action plan to improve both quality and coverage
- Defined and supported the implementation of a digital program for a European OEM, by implementing a new CRM, new tools for the branches, a new website, and for call center
- Defined a mobile strategy, including mobile apps for a European OEM
- Designed a CX transformation for a North American airlines carrier
Publications:
Karen has published several articles on the future of Customer Experience (including in Forbes and HBR), she is a TED Talk speaker and has been invited to speak at several global conferences (CES, Shoptalk, etc.)
Prior experience and education
Karen graduated from French business school HEC in 2004.