We are delighted to welcome Rachna Trehan to Curzon Consulting as Associate Partner. She will be leading the Intelligent CX service line. Rachna previously worked at Curzon from 2007 – 2014. Since then, she has advanced customer and digital strategy for clients at Accenture, Baringa and Ember Services.
Rachna answers our questions on reasons for joining Curzon and what’s in store for our Intelligent CX service line.
How did Curzon set you up for a career in consulting?
Very early in my career I learned to focus on doing the right thing for the client and doing it well. During my first tenure at Curzon, I learnt what drives businesses, how to problem solve, how to construct an approach to resolve the problems and how to make the solutions stick. Learning these core consulting skills gave me confidence that I could solve client issues in any industry. In addition to this, I started working directly with the partners of the firm and with the clients within hours of joining Curzon. I learnt by observing these brilliant minds at work and started to pick up their thought process and how to breakdown the problem statements into root causes and work packages. This live experience was far above what any training programme could give me. These skills helped me thrive in consulting firms later in my career.
What have you been up to since leaving Curzon in 2014?
Since leaving Curzon in 2014 I decided to remain in the same field and further develop my programme leadership and account management skills. I have specialised in the Customer Space and have built thought leadership around it. I have worked in large, medium sized and small consulting firms and have been lucky enough to work alongside really intelligent people who deliver real impact for clients. Throughout this time I saw the value that consulting can bring to our clients professional life and help in their own personal development. My passion and respect for my profession has gone up greatly and I hope it rubs off on my new colleagues/ clients.
Why return to Curzon Consulting?
Curzon always felt like home for me. The company culture is based on doing the right thing for the clients, building trust and developing skills rather than templates. It doesn’t compromise on quality and focusses on delivering real impact to the top/bottom line. I like the fact that each consultant in Curzon takes the role of a coach/trusted advisor for the clients. Curzon focuses on building strategic partnerships with clients, helping them achieve their objectives, rather than a narrow approach. The client relationships go beyond the immediate projects and we often help contribute to clients’ career growth. The Curzon team is more like a family and has each other’s backs. I am really looking forward to being a part of that team again.
What are you most looking forward to?
I’m looking forward to establishing and strengthening our Intelligent CX service line. These are exciting times in the customer space where we have seen rapid digitalisation over the past few months. There has been a change in customer’s needs and expectations. Our clients are now looking at not just sustaining and further building on the AI powered customer focussed technologies but also on organising themselves in such a way that they are ready to deal with and future surprises. This means they need different operating models, service excellence will be redefined, employee satisfaction is finally gaining as much attention as customer satisfaction and new ways of measuring success will be required. I am looking forward to helping our clients in these areas through our Intelligent CX service.
Over the coming months we will be sharing our thoughts on customer experience.
Rachna Trehan returned to Curzon Consulting in November 2020 as Associate Partner. We are delighted to welcome her back. Contact Rachna to arrange an introductory meeting.
