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Karen Lellouche Tordjman has over two decades of experience at Boston Consulting Group. She currently heads BCG's global customer experience initiatives, driving the transformation of customer experience strategies with an emphasis on digital customer journeys, e-commerce, omnichannel solutions, loyalty programs, and the enhancement of customer satisfaction and measurement. She is committed to fostering a culture of customer centricity.

In her role at BCG X, the firm's tech build and design unit, Karen serves as a global leader for CX for Growth, a domain dedicated to creating world-class end-to-end customer journeys to boost top-line growth.

Karen is a BCG Henderson Institute fellow, and a core member of the firm’s Marketing, Sales & Pricing and Industrial Goods practices. In addition, she spearheads the automotive sales and marketing work within the Industrial Goods practice.

Karen has extensive experience with new technologies and their role in shaping customer experience. Her portfolio includes projects in a variety of industries, with a concentration on digital and data transformation throughout the entire value chain. This includes digital marketing, e-commerce, customer relationship management (CRM), personalization, digital and omnichannel customer journeys, data analytics, artificial intelligence (AI), digitization of the supply chain, and IT transformation. 

Karen was recently honored as one of The Consulting Report's Top 25 Marketing and Sales Consultants and Leaders, securing the top position on the list for 2023.

AREAS OF EXPERTISE

EDUCATION

  • MA, finance and accounting, HEC Paris

HONORS AND AWARDS

  • Consulting Report's Top 25 Marketing and Sales Consultants and Leaders for 2023

Publications and Videos

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New Horizons in Business Messaging: Pioneering Approaches for Mexican Businesses

The report “New Horizons in Business Messaging: Pioneering Approaches for Mexican businesses” by Meta and BCG explores key drivers, barriers, and best practices on business messaging in Mexico.
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The Shifting Dynamics of Nearshoring in Mexico

Mexico still enjoys big advantages as a manufacturer for North America. But growing labor and infrastructure constraints—and US protectionism—threaten to erode its competitiveness.
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The Pragmatist’s Guide to GenAI in E-Commerce

To capitalize on the explosive evolution of GenAI, e-commerce executives should look beyond the hype and focus more practically on their build-or-buy technology decisions.
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Creating a Data Advantage in Marketing—With or Without Cookies

Companies should not delay their cookie-less future preparation. Moving to first-party data can provide companies with better information and richer customer relationships, as leaders demonstrate.

Transforming the Car-Buying Journey

What will buying a car look like in the future? Discover how the customer experience is evolving and the exciting possibilities that lie ahead.

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Three Ways GenAI Will Transform Customer Experience

Companies need to use GenAI as an instrument, not a hammer, and focus on three initiatives that can deliver the most impact.

The AI Tsunami

BCG’s Brian Collie and Karen Lellouche Tordjman explore some of the biggest themes and key topics at this year’s CES conference.

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Innovation Has Transformed the Car but Not Yet the Car Buying Experience

While automotive companies spend billions to radically change their vehicles’ look, feel, propulsion, and features, the car buying experience remains burdensome and dissatisfying to consumers.
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Winning Formulas for E-Commerce Growth

E-commerce dynamics are changing. Our global survey reveals the approaches differentiating retail and consumer packaged goods winners and laggards in today’s increasingly competitive environment.
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2023 US Auto Retail Survey: A Three-Point Turn for Retailers

US auto retailers must adapt quickly to navigate the rise of electric vehicles, evolving franchise models, and digital shopping.
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Changing the Topic of the Direct-to-Consumer Conversation

Many companies are using the DTC model to engage with consumers, rather than sell to them. It’s proving to be a more cost-effective way to scale.
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Don’t Just Improve Your Customer Experience. Future-Proof It.

With both expectations and competitors’ skills rising, it’s getting harder to stand out with your customer experience. Here’s how to go beyond new and improved.