Customer-Centric Operating Model

Customer-centric operating model

Gain insights across the customer experience

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.

Featured insights
The impact of vehicles on the environment has driven regulatory mandates to adopt a more sustainable way of commuting. As a result, electric vehicles (EVs), and the necessary infrastructure to operate them, has changed the automobile and utility industries over the past decade.
The battleground for organisations has never been so competitive and complicated.  The rapid adoption of technology, changing customer behavior, and increasing competition are combining to disrupt traditional customer service models.
Much has been said about the value of data in driving business and shaping customer experience recently. For the most part, companies across the board have begun addressing underlying infrastructure needs to level siloes and make data easier to ingest.
Climate change has become recognized as one of the most important issues the world must address. Over the past several years, the goal of reaching net zero carbon emissions has gained prominence among countries and corporations alike.
This IDC Perspective analyzes the digital transformation (DX) journey implemented by EXL on behalf of its client, British Gas. A relationship that started with traditional business process outsourcing services has evolved with implementations of robotic process automation (RPA) and now a revamp of the customer journey with EXL's Exelia.Al conversational Al solution and EXL's Management Information Assistant (MIA) tool.
In recent years the UK energy market has been made all the more competitive, thanks to multiple small suppliers entering a space that was once the domain of only large suppliers. These smaller suppliers have relied on exploiting a maturity mismatch—that is, finding profit between buying in the spot energy market (a day-ahead market where prices are based on supply and demand) and setting long-term prices at which to lock in customers.