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Ignacio Hafner specializes in data-driven customer management transformations for subscription businesses at Boston Consulting Group. His clients include energy retailers, telcos, tech companies, media clients, insurers, and retail banks. The majority of his transformation case work has focused on churn management, x-sell and u-sell, personalized pricing based on pricing sensitivity, client acquisition, and data-driven default management—from admissions to collections.

Ignacio has worked at BCG since 2010 and has significant experience applying digital and analytics. He co-leads Deep Customer Engagement AI by BCG X, the firm’s data-driven customer management product for subscription businesses.

AREAS OF EXPERTISE

EDUCATION

  • MSc, industrial engineering, Polytechnic University of Madrid
  • MSc, electrical engineering, Illinois Institute of Technology

Publications and Videos

Harnessing the Power of GenAI in Customer Service

GenAI has the potential to help telcos save 70% of their customer service costs. BCG’s Ignacio Hafner discusses automation and augmentation—the two elements that will drive the most impact.

What If B2B Companies Trusted Their Sales Intelligence | Hero

What If B2B Companies Trusted Their Sales Intelligence?

Three common misconceptions are holding B2B sales organizations back from using advanced analytics and driving much-needed revenue and productivity growth.

A Client's Sales Transformation with Deep Customer Engagement AI

With the help of our end-to-end customer management tool, more than 600 sales reps are using AI to drive their campaigns.

Close-up of smartphone attached to selfie stick pointed at a body of water

Busting Telco’s Eight Biggest Personalization Myths

There’s a powerful—and much needed—way for players to differentiate themselves. But first they need to correct the misconceptions holding them back.