Customer-Centric Operating Model
Customer-centric operating model
Gain insights across the customer experience
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
