Customer-Centric Operating Model
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
White paper
Utilities in the age of electric vehicles
White paper
Utilities in the age of electric vehicles
White paper
Back Office is the new front office
White paper
Back Office is the new front office
White paper
The acceleration imperative: Why businesses must priorit...
White paper
The acceleration imperative: Why businesses must prioritize speed
White paper
Net zero
White paper
Net zero
Reports & Research
Exelia.AI and MIA Solutions transform customer experienc...
Reports & Research
Exelia.AI and MIA Solutions transform customer experience
White paper
How can UK energy suppliers ride out crisis in 2021?
White paper
How can UK energy suppliers ride out crisis in 2021?
EXL in the news