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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https://connectedandready.com/episodes/more-companies-shift-focus-to-customer-journey-with-abhishek-dalmia-and-varun-khurana-0go9RcJC https://locator.simplecastcdn.com/ba82dd41-f525-4f19-b1ac-5bf9a58acf3a/e68fd730-3c9e-4d61-bb0b-4ea35d696617.mp3?aid=rss_feed&feed=utUkT80g 2021-03-10 17:52:29Z