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Marcus Wittig has over 15 years of experience at Boston Consulting Group helping clients, primarily communication services providers, transform their digital and other operations. He is a core member of the Technology, Media & Telecommunications and Operations practices. Marcus has designed and led many large-scale E2E transformations for global clients with a focus on telecommunications providers. This included, for example, work on customer experience, operating model, cost and lean optimization, full stack replacement, and data and AI and GenAI work.

Marcus is the firm’s global lead for GenAI in operations, data and AI in service operations, and cost and productivity in communication service providers. Prior to working for BCG, Marcus worked for Daimler-Chrysler AG in finance and accounting and T-Systems in portfolio management. He is a certified Business Coach.

AREAS OF EXPERTISE

EDUCATION

  • Diplom Volkswirt, (economics), Johann Wolfgang Goethe University Frankfurt/Main
  • Diplom Politologe, (political science), Johann Wolfgang Goethe University Frankfurt/Main

Publications and Videos

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GenAI and the New Customer Service Operating Model

Customer service organizations will not achieve their ambitious goals for generative AI – in terms of quality and efficiency – unless they transform their operating model.
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Service Up, Costs Down? Telcos Can Have It Both Ways.

B2B telcos often struggle to raise satisfaction levels and—simultaneously—reduce costs. By thinking like a customer and a CFO, they can avoid the tradeoff.
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The Right Path for a Telco’s Digital Transformation

Don’t get lost on the way to your digital future. Map the route ahead by making these 15 critical choices.