“This omnichannel experience is becoming a reality” || Karen Lellouche Tordjman, Managing Director and Senior Partner, Boston Consulting Group

Karen Lellouche Tordjman has a worldwide background - born in San Diego but raised in Paris, she speaks several languages and now works in Mexico City, contributing to BCG X, the tech build and design department of Boston Consulting Group. Karen currently focuses on customer experience and digital transformation, among other major issues in the automotive industry, and has been with BCG since 2004, joining soon after her graduation from HEC Paris, one of France’s most prestigious business schools.

In this episode, Karen speaks to Derek D about helping companies make changes to their user experience with the future in mind, how OEMs and dealers will need to collaborate in the EV era, and how the role of salespeople may soon be changing. Plus, she offers insights on why dealers should pay more attention to collecting customer data, why dealers’ EV sales effectiveness will depend on OEMs’ investments, preparing for change that’s sooner than most people may have expected, and more.

Karen Lellouche Tordjman | BCG

Episode Highlights:

• Why EVs could lead to less-frequent service appointments that are more complex and expensive
• The piece of the multi-channel sales process that isn’t “fully cracked” yet
• The ways in which automotive sales is analogous to industries like large appliances and furniture, and the lessons to be learned from that comparison
• Karen’s predictions on the rise of autonomous cars, consumer-level flying vehicles, and more

“The biggest answer that we got is that ‘I want to touch the car, test the car, and hear the engine.’”

— Karen Lellouche Tordjman

|| Dealer News Today is a DCG Media production