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Karen Lellouche Tordjman

Alum Fellow (2019-2022), Bionic Customer Interactions



  • MA, finance and accounting, HEC Paris

BHI Affiliation
Mexico City

Karen Lellouche Tordjman

Alum Fellow (2019-2022), Bionic Customer Interactions

Karen Lellouche Tordjman is a Managing Director & Senior Partner based in BCG’s Mexico City office. Karen was named a BHI Fellow in 2019 and has focused her research on Bionic Customer Interactions.

Her research explores how companies will interact with customers in their future, looking at the impact of smart assistants, gaming, metaverse and other emerging engagement channels, as well as the changing role of humans across these channels.

Karen is a frequent speaker on these topics and has spoken at places such as TED, in addition to C-suite events of Fortune 500 clients. Her work has also been published in leading publications including Fortune and BFM Business.

Outside of work, Karen enjoys spending time with her family and traveling with her husband and 3 kids.


Recent Work

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Harvard Business Review | March 20, 2023

High-Tech Touchpoints Are Changing Customer Experience

We see three opportunities for business leaders who want to enhance their companies’ CX and drive greater satisfaction. First, focus on frictionless commerce. Second, consider augmented experiences. Finally, emphasize intuitive interactions. | February 21, 2023

Touchpoints and the Revolution in Omnichannel

Touchpoint-centric engagement could unleash massive value for customers and businesses. Taking just a few key steps will help companies reap the rewards.

BCG.COM | June 22, 2022

The Declining Relevance of Humans in Delivering What Customers Want

Retailers and service providers should rethink where and how they deploy their sales agents in light of data that shows current approaches aren’t delivering the experiences consumers want.

LinkedIn | June 2, 2022

Conquering the Metaverse: 4 Ways that B2C Companies Can Find Real Customers in Virtual Worlds

The seventh article in our Verses On Metaverses series explores four ways how B2C companies can experiment with developing metaverse marketing strategies.

LinkedIn | May 5, 2022

The Web3 Metaverse Bubble Could Be Fatal If Companies Fail To Achieve Mass Adoption

The sixth article of our Verses On Metaverses series asks important questions about web3 metaverses: will the bubble - fuelled by today’s virtual assets frenzy -, as bubbles do, eventually deflate as the hype dies down? How long will a brand invest time and money in a virtual building if no avatars visit it?

LinkedIn | April 21, 2022

Cities Talk; Metaverses Listen?

The fifth article of our Verses On Metaverses series focuses on what metaverses can learn from cities’ successes and failures.