EXL Recognized as a Leader in Everest Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment 2025
EXL brings a consulting-led approach to insurance CX transformation, integrating advisory, engineering, and operations through a unified delivery model,” says Dinesh Singh Udawat, Practice Director, Everest Group. “Its data and AI-led investments are enhancing its ability to automate the claims processes, deploy AI agents, and redesign digital journeys for customers. Backed by deep P&C and L&A insurance expertise and a strong global delivery footprint, EXL is well positioned to support insurers’ end-to-end CX transformation, leading to its position as a Leader on the CX Services in Insurance Operations PEAK Matrix® Assessment 2025.”
EXL has been recognized as a Leader in Everest Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment 2025. The report evaluates CX service providers supporting insurance operations across Life & Annuities (L&A) and Property & Casualty (P&C), covering customer-facing services across sales, policy servicing, and claims, enabled through digital, analytics, and AI-led transformation.
Key strengths cited in the report include:
- EXL adopts a consulting-led, end-to-end CX transformation approach for insurers, combining advisory, engineering, and operations capabilities under a unified model
- It continues to make significant investments in its data and AI capabilities, which include setting up Centers of Excellence (CoE) and digital labs across key locations and expanding partnership ecosystem with hyperscalers and niche CX technology providers to scale adoption of gen AI and intelligent automation
- It offers a robust suite of proprietary tools, such as EXELIA.AI, Smart Agent-Assist, and Transform.CX, that support automation of claims intake, agent augmentation, and digital journey design
- It leverages deep insurance domain knowledge across both P&C and L&A lines, underpinned by a large pool of operations professionals
- It has a strong global delivery presence for CX services in insurance, with a sizable offshore footprint supported by centers across India, the Philippines, and Eastern Europe
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