Dr. Nikola Glusac

Partner, Bain & Company

Nikola is a partner at Bain & Company and Berlin Office Head. He is a member of Bain’s DACH Banking practice and leads the EMEA Retail Banking sector. In the past 16 years he primarily advised banks in strategy development and implementation as well as in large transformation programs. He supports clients on contact center/customer service related topics across industries. In this area his expertise covers a broad range of topics as operational improvements, new technology implementations, call deflection programs and digital onboarding or supplier steering concepts.

Nikola is a frequent speaker at industry conferences and published several studies on contact center optimization. He holds a PhD degree in Business Administration from the University of Innsbruck.