Customer service organizations will not achieve their ambitious goals for generative AI – in terms of quality and efficiency – unless they transform their operating model.
Education
- PhD, Technische, Communications Engineering, Universität München
- Dipl.–Ing., Electrical Engineering and Information Technology, Technische Universität München
Honors and Awards
- Siemens Excellence Award
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.
