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Edzard Wesselink joined Boston Consulting Group in April 2013. He is an expert in risk and compliance (with a focus on non-financial risk), operational excellence, and operating model and organization design (including agile and new ways of working).

Edzard works with banks and insurance companies in the Asia Pacific region, the Middle East, and Europe. He also served as a BHI Ambassador for one year, leading BCG's Strategy Lab in San Francisco. The Strategy Lab is part of the BCG Henderson Institute (BHI), BCG's think tank on new sources of competitive advantage.

AREAS OF EXPERTISE

EDUCATION

  • MBA, Northwestern University, Kellogg School of Management
  • MSc, human geography and planning, Universiteit Utrecht
  • BA, philosophy, Universiteit Utrecht

Publications and Videos

The Contact Center of the Future Is Fast, Lean, and Agile - rectangle

The Future of Customer Service Is Fast, Lean, and Agile

Agile operating principles can improve the customer experience while lowering costs and reducing resolution time.
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Placing Bets on Recovery

By reallocating capital today toward future growth opportunities, companies can position themselves for success in recovering from the COVID-19 crisis.
Becoming an All-Weather Company

Becoming an All-Weather Company

The coronavirus crisis brought renewed attention to the value of resilience. Our research shows that resilience has an outsized impact on performance, and companies can take certain steps to put it into practice.
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The End of Bureaucracy, Again?

Is bureaucracy’s dominance here to stay? We believe not. Further changes in the business environment will likely push the model past its breaking point.
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The Agile Contact Center

Contact centers have a reputation for frustrating customers, but they also offer a strategic opportunity for human contact. Here’s how to turn them into an asset.