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Nicholas Clark specializes in leading customer service, transformation, and digital customer journeys. He joined Boston Consulting Group in 2017 and is a core member of the Operations practice and part of the Customer Service and Journeys leadership team. In addition, Nick is a leader in the firm’s work in service and support operations, and leads the Families@BCG diversity, equity, and inclusion network in London, Amsterdam, and Brussels.

Nick focuses on helping organizations develop customer service capabilities that align with the needs of their business, customers, and employees. In particular, he works on using AI and agile ways of working to build innovative new models for customer service. He has helped over 180 organizations reinvent customer service and experience by focusing on omnichannel customer service, contact centers, transformation design and execution, customer experience, and agile.

Before joining the firm, Nick was Head of Loyalty, and then Transformation Director at TalkTalk. Before that, he was Head of Process Excellence at AOL.

AREAS OF EXPERTISE

EDUCATION

  • BA (Hons.), mathematics, Oxford University

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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How Generative AI Is Already Transforming Customer Service

Generative AI has been shown to boost customer service productivity. Now companies must decide how and where to deploy it to derive the greatest value.
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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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Contact Centres under COVID-19 Conditions: sustaining through uncertainty

The global COVID-19 pandemic continues to take hold. Most customer service organisations are deep into crisis management mode, going beyond existing business continuity plans with great dedication and ingenuity to maintain mission-critical operations.
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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.
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The $1 Trillion Opportunity in Digital Support Functions

Using a three-part approach, companies can redesign processes and choose the right tools to unlock the real value of digital technology in support functions.
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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.