Featured Insights
2026 EXL Enterprise AI Study
Optimizing utility portfolio profitability and risk with data, AI, and partnerships
EXL EXELIA.AI™ and MIA Solutions transform customer experience
Where we operate
Smart Metering & Field Service Optimization
Data-led solutions to lower costs and enhance field worker productivity and satisfaction.
Net Zero & Sustainability Solutions for Utilities
Empowering energy companies' journey to “net zero” with data-driven strategies and enriched AI-powered customer engagements.
Digital Customer Experience & Utility Operations
Enabling energy and water organizations, through data, digital, and domain expertise, to boost customer experience and compliance, while also reducing costs.
British Gas
British Gas and EXL have been in partnership for 18 years now helping us in all sorts of ways from data through digital through technology.
"Aging grid infrastructure, rising maintenance costs, and increasing pressure to modernize operations."
"Balancing renewable energy integration with grid reliability and service continuity."
"Growing vulnerability to extreme weather events, outages, and infrastructure disruptions."
Challenges we solve for the utilities sector
"Managing cybersecurity risks as grids become more connected, digital, and data-driven."
"Rising demand from electrification, distributed energy resources, and evolving customer expectations."
AI-powered utilities solutions
Customer experience
Deliver excellent customer experience in a digital connected world.
Data analytics
Drive smarter business decisions through data and advanced analytics
Data-driven finance
Discover deep actionable insights faster
Digital and AI solutions
Infuse AI and digital into your business to drive better outcomesOn small screens, swipe horizontally or use the left and right arrow keys to browse solutions.
Recognized by leading analysts
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Global Sourcing Association- Category Winner, Service Provider of the Year (2024)
Member of Smart Water Networks Forum (SWAN)
Frequently asked questions
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EXL provides four core solution areas for utility companies: customer experience, data analytics, data-driven finance, and digital and AI solutions.
Each solution is backed by more than 20 years of utilities domain expertise and delivered by a global team of over 6,000 specialists. Specific capabilities include:
• AI-powered billing and revenue operations
• Grid modernization and smart meter data analytics
• Sustainability and ESG reporting analytics
• Field and metering support to lower costs and enhance field worker productivity
• Retail operations and customer experience to boost compliance and reduce cost to serve
Together, these solutions have returned more than $90 million in value to EXL utility clients over the last five years.
Each solution is backed by more than 20 years of utilities domain expertise and delivered by a global team of over 6,000 specialists. Specific capabilities include:
• AI-powered billing and revenue operations
• Grid modernization and smart meter data analytics
• Sustainability and ESG reporting analytics
• Field and metering support to lower costs and enhance field worker productivity
• Retail operations and customer experience to boost compliance and reduce cost to serve
Together, these solutions have returned more than $90 million in value to EXL utility clients over the last five years.
EXL helps utility companies digitally transform by combining advanced analytics, generative AI, cloud capabilities, and domain expertise to modernize operations end to end.
EXL integrates AI-powered tools into existing workflows rather than replacing what works. For a leading UK energy provider, EXL deployed its Management Information Assistant (MIA) - a natural language processing (NLP)-powered business intelligence solution—delivering:
• 14 customer journey dashboards developed
• 77 smart engines built for bulk back-office processing
• Approximately £5.4 million in cost-to-serve benefits over three years
• 159 full-time equivalent (FTE) reductions through intelligent automation
EXL's Business EXLerator Framework integrates analytics, automation, and benchmarking into client operations, accelerating time to value without disrupting day-to-day performance.
EXL integrates AI-powered tools into existing workflows rather than replacing what works. For a leading UK energy provider, EXL deployed its Management Information Assistant (MIA) - a natural language processing (NLP)-powered business intelligence solution—delivering:
• 14 customer journey dashboards developed
• 77 smart engines built for bulk back-office processing
• Approximately £5.4 million in cost-to-serve benefits over three years
• 159 full-time equivalent (FTE) reductions through intelligent automation
EXL's Business EXLerator Framework integrates analytics, automation, and benchmarking into client operations, accelerating time to value without disrupting day-to-day performance.
AI can improve utility operations by automating high-volume manual tasks, surfacing real-time insights from complex data sets, and enabling proactive decision-making across billing, field operations, grid management, and customer service.
Specific applications include:
• Predictive analytics to identify billing exceptions and reduce unbilled accounts
• Smart meter data analytics to support grid modernization and demand forecasting
• Generative AI-powered customer engagement to reduce contact center workload and improve first-contact resolution
• Agentic AI orchestration via EXL's EXLerate.AI platform, which deploys 250-plus pre-built agents across industry workflows
EXL's AI implementations are underpinned by 20-plus data and AI accelerators, and the company is recognized as a Leader in the Everest Group Analytics and Artificial Intelligence (AI) Services Specialists PEAK Matrix for 2024.
Specific applications include:
• Predictive analytics to identify billing exceptions and reduce unbilled accounts
• Smart meter data analytics to support grid modernization and demand forecasting
• Generative AI-powered customer engagement to reduce contact center workload and improve first-contact resolution
• Agentic AI orchestration via EXL's EXLerate.AI platform, which deploys 250-plus pre-built agents across industry workflows
EXL's AI implementations are underpinned by 20-plus data and AI accelerators, and the company is recognized as a Leader in the Everest Group Analytics and Artificial Intelligence (AI) Services Specialists PEAK Matrix for 2024.
EXL offers end-to-end customer experience solutions for utilities that combine data-led insights, generative AI, and intelligent automation to improve service quality while reducing operational cost.
Key capabilities include:
• AI-assisted contact center transformation to speed resolution and reduce handling time
• Customer lifecycle analytics spanning acquisition, billing, and retention
• Conversational AI and self-service tools that handle routine queries at scale
• Customer journey redesign using exception management and proactive controls
EXL's MIA solution, deployed for a major UK energy provider, generated approximately 2.91 million GBP in business benefits within two years through early revenue realization, revenue protection, and cost avoidance. Clients including British Gas and Thames Water have credited EXL with materially improving their customer satisfaction outcomes.
Key capabilities include:
• AI-assisted contact center transformation to speed resolution and reduce handling time
• Customer lifecycle analytics spanning acquisition, billing, and retention
• Conversational AI and self-service tools that handle routine queries at scale
• Customer journey redesign using exception management and proactive controls
EXL's MIA solution, deployed for a major UK energy provider, generated approximately 2.91 million GBP in business benefits within two years through early revenue realization, revenue protection, and cost avoidance. Clients including British Gas and Thames Water have credited EXL with materially improving their customer satisfaction outcomes.
EXL serves utility companies across energy, water, and telecom sectors, as well as organizations in oil, gas, and renewables, distribution and metering, and manufacturing and industrials.
Within the utilities segment specifically, EXL supports:
• Energy retailers managing billing, customer operations, and debt
• Water utilities focused on compliance, field operations, and customer experience
• Telecom providers facing churn, network complexity, and CX transformation
• Energy companies pursuing net-zero targets, supported by data-driven sustainability and ESG reporting analytics
EXL currently supports more than 30 global clients across the energy and infrastructure sector and has managed over 50 million customer journeys to date.
Within the utilities segment specifically, EXL supports:
• Energy retailers managing billing, customer operations, and debt
• Water utilities focused on compliance, field operations, and customer experience
• Telecom providers facing churn, network complexity, and CX transformation
• Energy companies pursuing net-zero targets, supported by data-driven sustainability and ESG reporting analytics
EXL currently supports more than 30 global clients across the energy and infrastructure sector and has managed over 50 million customer journeys to date.
Data analytics gives utility companies the ability to make faster, more accurate decisions across operations, finance, and customer service -- areas where legacy systems and data silos have historically limited performance.
EXL's analytics capabilities for utilities deliver measurable business impact in four areas:
1. Operational efficiency: Identifying process exceptions and bottlenecks across end-to-end customer journeys to reduce cost to serve
2. Revenue protection: Detecting unbilled accounts, billing inaccuracies, and debt risk before they escalate
3. Grid and asset intelligence: Using smart meter data to support demand management and infrastructure planning
4. Customer insight: Analyzing behavioral data to personalize communications, reduce churn, and improve satisfaction scores
EXL has generated $570 million in value of insights across the energy and infrastructure sector and holds more than 50 AI and data patents. The company is recognized as a Leader in Generative AI Services by the ISG Provider Lens 2024 Study.
EXL's analytics capabilities for utilities deliver measurable business impact in four areas:
1. Operational efficiency: Identifying process exceptions and bottlenecks across end-to-end customer journeys to reduce cost to serve
2. Revenue protection: Detecting unbilled accounts, billing inaccuracies, and debt risk before they escalate
3. Grid and asset intelligence: Using smart meter data to support demand management and infrastructure planning
4. Customer insight: Analyzing behavioral data to personalize communications, reduce churn, and improve satisfaction scores
EXL has generated $570 million in value of insights across the energy and infrastructure sector and holds more than 50 AI and data patents. The company is recognized as a Leader in Generative AI Services by the ISG Provider Lens 2024 Study.
Utility companies choose EXL because it combines deep industry domain expertise with production-ready AI - a distinction that separates practical outcomes from theoretical capability.
Three factors set EXL apart:
1. Utilities-specific depth: More than 20 years serving energy, water, and telecom organizations, with an in-house Utilities Academy that includes SAP-ISU and SAP-CRM certification programs
2. Proven, measurable results: Clients like British Gas and Thames Water have documented significant improvements in customer satisfaction, cost reduction, and operational efficiency through EXL partnerships
3. End-to-end delivery: EXL covers the full transformation journey -- from data modernization and AI strategy to production deployment and ongoing operations -- through a single, accountable partner
EXL holds multiple industry recognitions, including the Global Sourcing Association (GSA) UK Business Services Programme of the Year 2024 and Major Player status in the IDC MarketScape for Artificial Intelligence Services 2023.
Three factors set EXL apart:
1. Utilities-specific depth: More than 20 years serving energy, water, and telecom organizations, with an in-house Utilities Academy that includes SAP-ISU and SAP-CRM certification programs
2. Proven, measurable results: Clients like British Gas and Thames Water have documented significant improvements in customer satisfaction, cost reduction, and operational efficiency through EXL partnerships
3. End-to-end delivery: EXL covers the full transformation journey -- from data modernization and AI strategy to production deployment and ongoing operations -- through a single, accountable partner
EXL holds multiple industry recognitions, including the Global Sourcing Association (GSA) UK Business Services Programme of the Year 2024 and Major Player status in the IDC MarketScape for Artificial Intelligence Services 2023.
Yes. EXL has delivered verified, quantified outcomes for utility clients across the UK and globally over more than two decades.
Selected proof points include:
• More than $90 million in value returned to utility clients over the last five years
• Approximately 5.4 million GBP in cost-to-serve benefits for a single UK energy provider over three years using EXL's MIA solution
• 50 million-plus customer journeys managed across the energy and infrastructure sector
• 159 FTE reduction achieved for a UK energy provider through intelligent automation and back-office rationalization
• Recognition as a Leader in the Everest Group Analytics and AI Services Specialists PEAK Matrix 2024
Selected proof points include:
• More than $90 million in value returned to utility clients over the last five years
• Approximately 5.4 million GBP in cost-to-serve benefits for a single UK energy provider over three years using EXL's MIA solution
• 50 million-plus customer journeys managed across the energy and infrastructure sector
• 159 FTE reduction achieved for a UK energy provider through intelligent automation and back-office rationalization
• Recognition as a Leader in the Everest Group Analytics and AI Services Specialists PEAK Matrix 2024
Still have questions?
Discover how EXL applies artificial intelligence in utilities.
Talk to an Expert
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