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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.

AREAS OF EXPERTISE

EDUCATION

  • PhD, Technische, Communications Engineering, Universität München
  • Dipl.–Ing., Electrical Engineering and Information Technology, Technische Universität München

HONORS AND AWARDS

  • Siemens Excellence Award

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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Redefining Customer Service for the Future

Leaders who have stabilized their contact center operations must now think about harnessing the positive changes unleashed by the crisis.
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Four Ways to Improve Digital Customer Service

Companies that recognize the contact center’s important role in providing digital customer service can improve the customer experience, reduce costs, and increase revenue.
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Why Contact Centers Still Need People in the Digital Age

Even as digital touch points multiply, companies can compete on customer experience by deploying human agents in  new, higher-value ways.