#59: Maintaining customer centricity by knowing when to automate with Jeanne Duca, BCN

#59: Maintaining customer centricity by knowing when to automate with Jeanne Duca, BCN

Author: The Agile Brand September 2, 2025 Duration: 17:36

With customer centricity being top of mind, is the rush to automate and hyper-personalize making things better or is it making customers feel less connected to their favorite brands?
Agility requires keeping the human elements of empathy and understanding visible and audible beneath growing layers of automation tools.


Today we're going to talk about how a human-centric approach to managed network and technology solutions drives loyal, long-term customer relationships.


To help me discuss this topic, I'd like to welcome Jeanne Duca, Chief Marketing Officer at BCN.

 
About Jeanne Duca
 
Since joining BCN in 2016 as Vice President of Marketing, Jeanne Duca has leveraged her years of expertise in brand management and channel marketing to elevate BCN's brand presence and market influence. Her leadership has been recognized industry-wide, most
recently, as one of The Top 50 Women Leaders of Massachusetts for 2024. As CMO, she leads BCN's marketing strategy, focusing on brand innovation, digital transformation, and delivering
compelling experiences to partners and customers. "BCN is at the forefront of empowering
businesses through technology," said Ms. Duca. "I'm honored to lead our marketing efforts as we continue to elevate our brand and deliver exceptional partner and customer experiences."
Ms. Duca holds a B.S. in Advertising from the Newhouse School of Public Communications at
Syracuse University.
 
Resources 
 
BCN: https://www.bcn.tele https://www.bcn.tele
 

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Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com 

Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com


Navigating the modern B2B marketing landscape requires a blend of strategic vision and practical expertise across several demanding disciplines. B2B Agility with Greg Kihlström™: MarTech, E-Commerce, & Customer Success exists in that space, offering a focused conversation for professionals who are piecing together strategy, technology, and customer experience. This podcast, from the team behind The Agile Brand, moves beyond theory to examine the interconnected systems that define today's successful business-to-business brands. Each episode delves into how leaders can effectively integrate marketing technology platforms, build seamless e-commerce operations, and foster genuine customer success to secure a lasting competitive advantage. You'll hear from practitioners and thinkers who are actively shaping their categories, sharing insights on turning complexity into clarity and operational friction into fluidity. The discussions are built on the premise that true agility isn't just about speed, but about intelligent adaptation and purposeful growth. For marketers, executives, and strategists looking to cut through the noise and find actionable wisdom, this series provides a dedicated resource. It’s a deep dive into the mechanics and mindset required to not just participate in the B2B arena, but to consistently lead and drive optimal results for the brands you serve.
Author: Language: English Episodes: 77

B2B Agility with Greg Kihlström™: MarTech, E-Commerce, & Customer Success
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