Client Name + EXL = Empowering End Customers Together

At Client Name and EXL, we share a common commitment to putting customers first. Client Name is dedicated to providing sustainable energy solutions that make a positive impact on the planet, while EXL specializes in data-driven solutions that help businesses optimize operations and enhance customer experiences.

Together, we offer a unique combination of expertise in renewable energy, advanced analytics, and digital transformation. By leveraging our combined strengths, we can deliver innovative solutions that address the evolving needs of today's customers and drive sustainable growth and create a positive impact for end consumer.
 

Our value to you

CX for Retail, Travel, Utilities

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Customer centric digital transformation

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Conversational AI-based virtual assistants

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Future-Proof Your Business: Three pillars of compliance and future preparedness
A significant debt challenge due to external factors that have created a volatile economic climate. We are compliance and regulatory expert supplier with proven experience in managing residential and business customers who have fallen behind on their energy payments. This requires a deep understanding of regulatory guidelines and the ability to conduct effective affordability assessments (ATP) to ensure that customers are treated fairly and responsibly
Compliance
Compliance
Resilience
Resilience
Innovation
Innovation

Our solutions

Capabilities: Aligned, Customer-Focused, Transformed. EXL is the Missing Piece

Customer analytics & insights

Customer analytics & insights

<p>Harness your data to effectively attract and retain customers with insights across the customer life-cycle – from segmentation and journey optimization to customer care and product analytics</p>
Contact center modernization

Contact center modernization

<p>Transform your contact center into a strategic asset with the right balance of human agents and AI technology to drive cost effectiveness, scale for volume, and improve compliance with enhanced information security</p>
Digital self-service

Digital self-service

<p>Make it easy for customers to find what they need and resolve issues anytime, anywhere with a seamless self-service experience enabled by conversational AI.</p>
Strategy and design

Strategy and design

<p>Take a data-led approach to redesigning workflows and implementing enterprise AI and automation to supplement your existing workforce and improve the accuracy and efficiency of customer operations</p>

EXL Impact

Our numbers are proof of positive impact.

XX
CSAT/NPS Increase
XX
AI-led interactions annually
XX
Actionable Data Asset Growth
Featured insights
Unlock the potential of data-led Customer Experience (CX) with generative AI. Learn how to personalize interactions, optimize the customer journey, and stay ahead in the innovation race. Partner with EXL's dedicated generative AI experts for transformative business outcomes.
EXL’s client, a leading retailer with multiple stores and ecommerce operation, needed to transform its customer service operations.
The traditional contact centre operating model relies on employing enough representatives to handle calls in an efficient manner. This traditional model no longer works. Even with there being 17 million contact centre representatives worldwide today according to a report from Gartner, organizations face staff shortages and labor costs amounting to 95% of their contact centre expenses.1 Contact centres also face pressure from changing customer expectations....
Today, customer experience (CX) is the new battleground for survival and differentiation. We live in an experience economy where customers value how they engage with brands above all else, both online, and offline.

Corporate Social Responsibility

EXL and its employees are committed to driving impactful and sustainable social change through engagement with, and investment in, the communities in which we live and operate. Our community engagement strategy includes signature philanthropic partnerships and programs, as well as employee volunteering and charitable donations through our two signature initiatives:

  • Education as a Foundation – an initiative that introduces middle school and high school students to foundational digital and career readiness skills and extracurriculars. In 2023, we were able to scale our Education as a Foundation program through our online platform and reached more than 26,300+ students worldwide.
  • Skills to Win – an initiative that provides in-demand tech skills for people of all ages, with a focus on STEM and coding skills for women, girls and non-binary people. In 2023, through our global “Skills to Win” initiative, we helped approximately 3,800+ people acquire market-relevant skills to enhance their career prospects.

Performance highlights

42%
of our global workforce contributed to our CSR initiatives in 2023
37100+
employee volunteering hours in 2023
3500+
people equipped with market relevant skills through our “Skills to Win” initiative
11000+
students impacted through our “Education as a Foundation” initiative
31300+
people worldwide benefited from our volunteering efforts in 2023

Rohit Kapoor




"At EXL we approach every new initiative in a systematic and thoughtful manner. Our focus on sustainability is no different. We felt the need to develop a strategy that would help enhance our actions in this domain. This strategy provides us with a framework that will enable us to “Lead the Change, Change to Lead"."

- Rohit Kapoor, Chairman and Chief Executive Officer

Sustainability and Diversity
Sustainbility
Sustainbility
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Diversity and inclusion
Diversity and inclusion
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Global Corporate Social Responsibility

Our current NGO partner in Romania – THE CHRISTIAN ORGANIZATION "SOMETHING NEW"

Major CSR activities by EXL’s Romania team include blood donation, book donations, painting workshops, pizza workshops with Something New students, Bring Joy Campaign - shopping & donation of gifts to the students of Something New.

The Christian Association SOMETHING NEW supports children from disadvantaged families to fulfill their true potential through projects, social campaigns, camps, and a Day Center. They prepare young people for an independent life and the fulfillment of their dreams, in order to shape individuals ready to change the world for the better.
 

Awards and recognitions

America's most responsible companies 2024 by Newsweek
America's most responsible companies 2024 by Newsweek
Ecovadis Gold Sustainability Rating, 2022
Ecovadis Gold Sustainability Rating, 2022
Corporate ESG Performance Prime, Rated by ISS ESG
Corporate ESG Performance Prime, Rated by ISS ESG
Environmental QualityScore 1 Highest Ranked by ISS ESG
Environmental QualityScore 1 Highest Ranked by ISS ESG

Know your team

Rahul Arora

Rahul Arora

Senior Vice President - Head of Emerging Business Unit UK & Europe, EXL

Linkedin

Rahul is responsible for driving growth in customer experience across industry sectors. He has successfully launched an industry-leading framework to improve customer experience while reducing costs. He and his team focus on industry problems and create pointed solutions through the use of data and digital. Rahul drives large enterprise-wide transformation programs and creates automation and data practices for clients

Mitch DonellyMitch Donnelly

Vice President, Head of Infrastructure and Utilities

Linkedin

Rahul is responsible for driving growth in customer experience across industry sectors. He has successfully launched an industry-leading framework to improve customer experience while reducing costs. He and his team focus on industry problems and create pointed solutions through the use of data and digital. Rahul drives large enterprise-wide transformation programs and creates automation and data practices for clients

Susan

Susan Pollock

Vice President

Linkedin

Rahul is responsible for driving growth in customer experience across industry sectors. He has successfully launched an industry-leading framework to improve customer experience while reducing costs. He and his team focus on industry problems and create pointed solutions through the use of data and digital. Rahul drives large enterprise-wide transformation programs and creates automation and data practices for clients