Cracking the Code of Customer Contradictions

Bryan Gauch, Leader of BCG’s Commercial Tech Topic, explains why CRM isn’t disappearing even as agentic AI reshapes how customers are served. He argues that CRM will keep serving as the data backbone while agents take over the interface. He also lays out the cost and resourcing q ...  Show more

Vlad Lukic, BCG’s global leader for tech and digital advantage, and Paul Goydan, global leader of BCG’s cost offer, explain why so many companies spend more on AI than they get back. What is the fix? They argue it isn’t simply cutting AI spend, but assigning clear ownership, cate ...  Show more

These days, many consumers are finding buying decisions overwhelming and walking away from interactions online. It’s getting harder to tell what’s real – from product reviews to descriptions – which can lead to hesitation and confusion in people’s shopping habits. This poses a re ...  Show more

How can we influence consumers to make choices based on desire rather than logic? Rory is joined by Gary Davey, CEO of SKY Studios and Tristan Thomas, VP Marketing of Monzo Bank to explore their commercial successes and debate why data and reason don't always result in the best c ...  Show more

<h3>What is the often-overlooked marker of body data?</h3><ul><li>{00:08:55} - “The culture of commerce right now is participatory and people right now are building on each other's ideas so rapidly and in real time that they can manifest things that it used to be only a luxury br ...  Show more

Lu Cotterill is Global Senior Director, Full Funnel Marketing AI / ML at Kellanova (which spun out of legendary brand Kellogg). As a marketer in the CPG space, she’s always searching for the best data available to inform business decisions. In her current role, she focuses on how ...  Show more