Reshape service delivery and craft a compelling customer experience
Utility operations need to move beyond assumptions of how to best serve customers into uncovering spoken and unspoken expectations backed by data. By using a design thinking approach, EXL helps utility companies create a truly customer-centric operating model that delivers a compelling and differentiated experience, driving better business outcomes.
What we do
EXL helps utility companies build a customer-centric operating model through:
Customer outcomes
Understanding and measuring the right customer outcomes for success.
Defining customer outcomes
Linking customer outcomes to process KPIs
Customer behavioral analytics
Aligning operations with customer outcomes
Outcome ownership
Customer journey based operations to deliver seamless service.
Organization and system restructuring
Synergies between front office, middle office and back office
Analytics-driven process inputs and outputs
Proactive customer management
Change management
Outcome-based commercial model
Intelligent customer outcome assurance model
Assure outcomes through proactive controls.
Customer-centered process guidelines
Outcome-based quality assurance
Issue identification using analytics
Continuous monitoring and improvement of outcomes
Featured insights
White paper
Utilities in the age of electric vehicles
White paper
Utilities in the age of electric vehicles
The impact of vehicles on the environment has driven regulatory mandates to adopt a more sustainable way of commuting. As a result, electric vehicles (EVs), and the necessary infrastructure to operate them, has changed the automobile and utility industries over the past decade.
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White paper
The impact of vehicles on the environment has driven regulatory mandates to adopt a more sustainable way of commuting. As a result, electric vehicles (EVs), and the necessary infrastructure to operate them, has changed the automobile and utility industries over the past decade.
White paper
Back office 2.0 for utilities
White paper
Back office 2.0 for utilities
The battleground for organisations has never been so competitive and complicated. The rapid adoption of technology, changing customer behavior, and increasing competition are combining to disrupt traditional customer service models.
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White paper
The battleground for organisations has never been so competitive and complicated. The rapid adoption of technology, changing customer behavior, and increasing competition are combining to disrupt traditional customer service models.
White paper
The acceleration imperative: Why businesses must priorit...
White paper
The acceleration imperative: Why businesses must prioritize speed
Much has been said about the value of data in driving business and shaping customer experience recently. For the most part, companies across the board have begun addressing underlying infrastructure needs to level siloes and make data easier to ingest.
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White paper
Much has been said about the value of data in driving business and shaping customer experience recently. For the most part, companies across the board have begun addressing underlying infrastructure needs to level siloes and make data easier to ingest.
White paper
Net zero
White paper
Net zero
Climate change has become recognized as one of the most important issues the world must address. Over the past several years, the goal of reaching net zero carbon emissions has gained prominence among countries and corporations alike.
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White paper
Climate change has become recognized as one of the most important issues the world must address. Over the past several years, the goal of reaching net zero carbon emissions has gained prominence among countries and corporations alike.
Reports & research
EXL EXELIA.AI™ and MIA Solutions transform customer expe...
Reports & research
EXL EXELIA.AI™ and MIA Solutions transform customer experience
EXL transforms British Gas' front office and boosts customer experience with AI-infused solutions
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Reports & research
EXL transforms British Gas' front office and boosts customer experience with AI-infused solutions
White paper
How can UK energy suppliers ride out crisis in 2021?
White paper
How can UK energy suppliers ride out crisis in 2021?
In recent years the UK energy market has been made all the more competitive, thanks to multiple small suppliers entering a space that was once the domain of only large suppliers. These smaller suppliers have relied on exploiting a maturity mismatch—that is, finding profit between buying in the spot energy market (a day-ahead market where prices are based on supply and demand) and setting long-term prices at which to lock in customers.
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White paper
In recent years the UK energy market has been made all the more competitive, thanks to multiple small suppliers entering a space that was once the domain of only large suppliers. These smaller suppliers have relied on exploiting a maturity mismatch—that is, finding profit between buying in the spot energy market (a day-ahead market where prices are based on supply and demand) and setting long-term prices at which to lock in customers.
EXL in the news