Managing Director & Partner
Dr. Hrvoje Jenkac joined Boston Consulting Group in 2007. He is a core member of the Operations and Technology, Media & Telecommunications (TMT) practice areas, focusing on operations in service industries. He leads the customer service topic at BCG and is the topic leader for Customer Service 4.0.
Hrvoje has led multiple contact center and customer service transformations across industries including pay TV, telecommunications, medtech, and utilities, but also broader transformations. His transformation work with clients has included lean programs, (customer-facing) processes redesign, operating model redesign, and employee enablement.
Leaders who have stabilized their contact center operations must now think about harnessing the positive changes unleashed by the crisis.
Companies that recognize the contact center’s important role in providing digital customer service can improve the customer experience, reduce costs, and increase revenue.