More companies shift focus to customer journey, with Abhishek Dalmia and Varun Khurana
Connected & Ready
English - March 10, 2021 17:52 - 32 minutes - 29.5 MBBusiness Technology adapting business connected and ready resilience business transformation innovation adapting companies business business ideas microsoft power platform Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed
Gemma Milne talks with Abhishek Dalmia and Varun Khurana, of the Boston Consulting Group, about new perspectives on building a customer-centric business, reimagining the customer journey, factors currently driving the cost of customer acquisition, and the importance of data for creating and understanding customer engagement.
About Abhishek Dalmia:
Abhishek is a Managing Director and Partner in the BCG Seattle. He has deep consumer expertise with focus on Fashion/Apparel and deep functional expertise in Digital, Marketing and Data. He has 20+ years experience as a marketing executive in leading digital and direct to customer focused businesses, with specific focus on customer centered marketing, data analytics and marketing technology.
About Varun Khurana:
Varun is a Partner in BCG Seattle. He specializes in next-gen sales, go-to-market, customer experience, and customer support related topics in addition to being passionate about all things relating to technology and innovation. Prior to BCG, Varun worked was a software engineer at Oracle Corp. and he holds four technology patents from this time there.
Learn more about BCG:
https://www.bcg.com/industries/technology-media-telecommunications/overview
Topics of discussion
Why being customer centric so critical for B2C businesses (02:29)Factors driving the cost of customer acquisition (05:47)Tying the concept of customer journeys to business outcomes like revenue growth and profitability (07:55)How to develop a customer-journey-led business model (19:43)Tools and technologies to help shift toward being customer-centric (24:39)The hard and soft skills of getting customer centricity right (29:06)
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