Domenico Azzarello is a partner and director with Bain's global Telecommunication, Media & Technology practice and a leading member of Bain's Customer Strategy & Marketing and Organization practices. He is based in Paris. He is also the managing partner of the Paris office.
Domenico built his consulting career between the USA and EU, working on organization and operations optimization projects. He has been in charge of some major corporate restructuring programs.
Domenico has a specific expertise on revenue growth, loyalty and customer experience improvement. He led over ten major transformation programs focused on improving value propositions, redesigning the go-to-market and changing the way the customer is acquired and managed to deliver a differentiating experience. A significant part of his work has focused on changing large and complex customer operations (call centers, retail operations, technical field force) while improving front-line employees motivation and improving behaviors.
Domenico leads Bain’s European Organization practice and is one of the key contributors to the development of Bain’s proprietary approach to organization redesign: “Decision Driven Organizations”. He has supported several challenging client re-organizations. For example, he recently led the restructuring of a major EU media group being challenged by the rapid emergence of digital. He led the design and implementation of a new operating model and the merge of several operations across dispersed TV-Channels Entities.
Domenico has been advising executives from some of the major European and American telecom, media and technology corporations. He supports them on some of their toughest strategic, operational and organizational challenges.
Domenico is a key member of Bain global research team on loyalty and NPS. He publishes and is quoted regularly on customer experience and organization in the French (Figaro, Les Echos, La Tribune, Challenges) and the International press (Forbes).
Prior to working with Bain & Company Domenico worked at A.T. Kearney management consulting from 1995 to 2002. He worked in Chicago and spent the first years of his career in the USA working on organization and operations optimization projects. In 1997 he started focusing on the Telecom and Media sector. He supported the development and launch of four mobile operators in Europe and North Africa. In 2000 and 2001 he was in charge of some major corporate restructuring programs: for example he led one of the first cost reduction efforts in the industry, accompanied the re-organization of the operations of a key technology corporation and transformed the commercial division of a leading Telco operator. He was one of the key founders of A.T. Kearney European Telecom Practice.
He is fluent in Italian, English and French.
- “Breaking the Back of Customer Churn,” Brief, February 2014
- “Who's responsible for employee engagement?,” Brief, December 2013
- “The chemistry of enthusiasm,” Brief, May 2012
- “Can communications services providers earn their customers' love?,” Brief, August 2011
- “What it takes to win with customer experience,” Brief, July 2011