Insights

Editor’s pick

The latest thoughts from our experts

2024 EXL enterprise AI study: Bridging strategy and operations

The 2024 EXL Enterprise AI Report features views from 158 executives on how and where companies are using AI, the roadblocks to widespread adoption, and advice for overcoming these difficulties.

Data and analytics

DataOps can build the foundation for your generative AI ambitions

EXL recently commissioned Forrester to carry out a custom study to look at the current state, challenges and opportunities of data ops across US and UK geographies.

Success stories

EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients transform their business.

Transform your business with Generative AI

Narasimha Kini, EXL and Orlando Gadea Ros, Global VP, Stanley Black & Decker, discuss how AI transforms customer experiences

How data drives customer acquisition

Rina Johnson, Vice President of Marketing, Patelco Credit Union, speaks on how analytics drives member acquisition and engagement

Putting people at the center

EXL and Thames Water, UK, are transforming the customer experience with people, data and partnership

Bringing real value across the enterprise

Hexagon’s digital journey led to enhanced collections, improved team efficiency, and increased employee satisfaction.

Elevating supply chain operations

Mike Racer, SVP of Supply Chain, Sephora, discusses partnering with EXL and using data to meet complex business needs

Embedding AI across the enterprise

Deliver results at speed and scale with data-led, AI-enabled operations. Develop an understanding of how and where you can deploy AI to get results.

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Case study

Digital Collections - digitization of debt collection for a large US fintech

A US based Fintech was experiencing 30% higher delinquency over last year. Following areas were identified as the key root causes for the same: Phone based strategy could not be scaled, Contact strategy was primarily driven by Days Past Due status, Lack of collection specific models to provide differentiated treatment.

09/14//23

1 minute

White paper

Accelerate AI-infused customer experiences

Delivering effective, empathic customer interactions has never been more important. Achieving this at scale and speed is the gold standard for large enterprises—and AI will be the key enabler for this step-change.

09/06//23

5 minutes

Turn data into a sustainable advantage

By combining domain expertise, analytic & AI talent, and innovative technology, data-led businesses generate the insights and outcomes that create a sustainable business advantage.

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White paper

How EXL is helping companies master the cybersecurity services value chain

From the WannaCry ransomware storm of 2017 to the infamous SolarWinds hack of 2019, to 2023’s MailChimp hack, cyber risk is a concern for every company.

09/10//23

1 minute

Infographic

The FCA's Consumer Duty - an opportunity to transform customer outcomes through data-led digital innovation

Insurers have a new imperative to deliver exceptional customer experience. They must now consider transforming their digital landscape by applying metrics and driving meaningful insights. While insurers may focus on providing the best outcomes for consumers, Consumer Duty calls for delivering these with greater speed, efficiency and value.

08/24//23

1 minute

Digitally accelerate operations

From modernizing existing data platforms or implementing new digital technologies, ensuring a solid data foundation accounting for strategy, architecture, governance, engineering, and managed services is critical.

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Infographic

EXL Smart Data Signals

Claim professionals need to ensure right claim journeys and pro-actively address any 'anomalies'. EXL Smart Data Signals enables claim professionals by providing pro-active 'alerts' or 'signals' on potential anomalies to prevent leakage and drive improved customer experience and file compliance.

08/16//23

1 minute

White paper

Improving territory mapping for P&C insurers with machine learning

Most personal auto and home insurance carriers use geographic risk as a primary rating variable for calculating policy premium rates. This ensures that customers living in the same neighborhood pay similar insurance premiums, as they are likely to experience the same geographical risks to their automobiles and property.

08/11//23

2 minutes

Customer insights at scale

Delivering personalized experiences requires real-time intelligence across the customer lifecycle. It all starts with developing a holistic understanding of each individual and their needs.

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Case study

Conversational AI improves customer experience

EXL worked with an insurance client to create a human-plus-AI combined approach to customer experience that integrated next-generation natural language processing and machine learning models. This generative AI solution became the first touch point for their customers, enabling frictionless service.

09/05//23

3 minutes

White paper

Connected customer experience for a digital future

Crises tend to accelerate macro trends, especially for contact centers. The implementation of remote working, digital self-service, messenger bots, machine learning, and AI have all been accelerated due to COVID-19.

08/25//23

6 minutes

Reduce risk and maintain compliance

In the new era of digital channels and real-time interactions, companies must automate risk decisioning leveraging analytics and AI while adhering to regulations business.

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