Utilities

Utilities

Data-led smarter insights and outcomes

Utilities

Data-led smarter insights and outcomes

Leading data-led utilities into the future with AI

Utility companies worldwide are seeking to preserve profits in a heavily regulated and inflationary marketplace, largely using aging infrastructures, while catering to the increasing demand for “net zero” emissions from customers and regulators. Customers at every level are struggling to pay their bills – even as they demand more fluid customer experience and energy conservation at all costs. Has there ever been a better time for transformation in the utilities sector? EXL offers the domain expertise, digital savvy, and robust data and analytics capabilities you need to take charge now.

Who we serve

EXL's advanced analytics, generative AI and cloud capabilities help organizations drive actionable insights at speed.

Field and metering support

Field and metering support
Data-led solutions to lower costs and enhance field worker productivity and satisfaction

Net Zero

Net Zero
Empowering energy companies' journey to “net zero” with data-driven strategies and enriched AI-powered customer engagements

Retail operations and customer experience

Retail operations and customer experience
Enabling energy and water organizations, through data, digital, and domain expertise, to boost customer experience and compliance, while also reducing costs

Utilities solutions

Utilities solutions

Customer experience

Deliver excellent customer experience in a digital connected future

Data analytics

Drive smarted business decisions through data and advanced analytics

Data-driven finance

Discover deep actionable insights faster

Digital & AI solutions

Infuse AI and digital into your business to drive better outcomes

Client testimonials

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Customer Experience
Latest insights
Transformation starts with inspiration. See the latest ideas from some of our leaders.
White paper
The new contact centre economics: Balancing people and A...
White paper
The new contact centre economics: Balancing people and AI
Case study
EXL’s MIA improves customer experience for a large UK en...
Case study
EXL’s MIA improves customer experience for a large UK energy provider
EXL’s client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022. A leading UK energy provider derives actionable insights across end-to-end systems quickly and efficiently using EXL automated, search-based, business intelligence solution. The challenge EXL’s client, a leading UK energy provider, wanted to cut costs, reinvigora
EXL’s client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022. A leading UK energy provider derives actionable insights across end-to-end systems quickly and efficiently using EXL automated, search-based, business intelligence solution. The challenge EXL’s client, a leading UK energy provider, wanted to cut costs, reinvigora
Case study
Digital transformation for an energy provider
Case study
Digital transformation for an energy provider
Challenge EXL’s client, a leading UK energy and home services provider, grappled with several issues Increasing customer churn rates, with 1.8M lost customers since 2015 Increasing customer complaints, with 618K complaints in 2019 Costs pressures, including a £1.1B pretax loss in 2019 Increasing debt
Challenge EXL’s client, a leading UK energy and home services provider, grappled with several issues Increasing customer churn rates, with 1.8M lost customers since 2015 Increasing customer complaints, with 618K complaints in 2019 Costs pressures, including a £1.1B pretax loss in 2019 Increasing debt
White paper
How utilities providers can manage increasing customer d...
White paper
How utilities providers can manage increasing customer debt amid price rise
Wholesale energy prices for both electricity and gas almost doubled in 2021. As a result, OFGEM revised tariff prices in April 2022. How utilities providers can manage increasing customer debt amid price rise The current scenario Just when UK utility companies had begun recovering from the after effects of the pandemic, they find themselves facing a new set of challenges. Wholesale energy prices for both electricity and gas almost doubled in 20211
Wholesale energy prices for both electricity and gas almost doubled in 2021. As a result, OFGEM revised tariff prices in April 2022. How utilities providers can manage increasing customer debt amid price rise The current scenario Just when UK utility companies had begun recovering from the after effects of the pandemic, they find themselves facing a new set of challenges. Wholesale energy prices for both electricity and gas almost doubled in 20211
Case study
Data helps utilities company improve customer experience...
Case study
Data helps utilities company improve customer experience and retention
EXL’s client, a large UK energy and home services provider, knew they needed to improve their customer journeys. More than that, they needed to be able to quickly and accurately determine which interventions produced the best customer experience improvements. Enhancing customer experience by prioritizing improvement initiatives Challenge EXL’s client, a large UK energy and home services provider, knew they needed to improve their customer journeys
EXL’s client, a large UK energy and home services provider, knew they needed to improve their customer journeys. More than that, they needed to be able to quickly and accurately determine which interventions produced the best customer experience improvements. Enhancing customer experience by prioritizing improvement initiatives Challenge EXL’s client, a large UK energy and home services provider, knew they needed to improve their customer journeys

Why EXL Utilities

EXL has served the utilities industry for more than 20 years, devising practical solutions that make sense of data to make human efforts more valuable, meaningful, and rewarding.

Our global team, numbering more than 6000 resources, stands ready to assist in building more customer-centric and compliant operations, deeper insights through analytics, and lower cost through our AI-powered digital solutions that have returned more than $90M in value to our clients worldwide over the last 5 years.

As effective partners, we have received accolades across the industry and continue to build our client and knowledge base with every engagement. Be proactive and succeed. Take a closer look at EXL.

Service Provider
of the Year by GSA Awards 2023
Leader
in Everest Group "Advanced Analytics and Insights (AA&I) Services PEAK Matrix® Assessment 2023
Leader
in ISG Provider Lens™ Power & Utilities Industry 2022 - Services and Solutions – UK, Intelligent Business Process Management Services (iBPMS) 2022 & Customer Information Systems 2022