Nicholas Clark specializes in leading customer service, transformation, and digital customer journeys. He joined Boston Consulting Group in 2017 and is a core member of the Operations practice and part of the Customer Service and Journeys leadership team. In addition, Nick is a leader in the firm’s work in service and support operations, and leads the Families@BCG diversity, equity, and inclusion network in London, Amsterdam, and Brussels.

Nick focuses on helping organizations develop customer service capabilities that align with the needs of their business, customers, and employees. In particular, he works on using AI and agile ways of working to build innovative new models for customer service. He has helped over 180 organizations reinvent customer service and experience by focusing on omnichannel customer service, contact centers, transformation design and execution, customer experience, and agile.

Before joining the firm, Nick was Head of Loyalty, and then Transformation Director at TalkTalk. Before that, he was Head of Process Excellence at AOL.