Profile
EXL is a leading provider of CX solutions tailored to client needs through deep domain expertise combined with our data-driven insights, automation, and generative AI. With a digital-first approach and a team of 15,000+ CX experts; we address complex challenges for 100+ clients worldwide. Our services encompass strategy & design, contact center modernization, customer analytics & insights, and digital self-service. Operating across 50+ global delivery locations, we cater to Fortune 500 & FTSE 100 clients in 25+ languages.
At the core of our offerings is CONNECx (Connected Customer Experience), an AI-powered, analytics-driven solution that revolutionizes end-customer experiences. By integrating data flows, redesigning processes, and leveraging digital omni-channel platforms, we maximize competitive advantages. Through our data & AI-led connected CX platform, clients have achieved up to 35% cost reductions, NPS improvements of +35-40, and sales conversion boosts up to 15%.
Our suite of AI-led practical CX solutions includes Conversational AI, NLP-based email management, real-time agent nudges, sentiment analytics, AI/ML-based agent nudges, real-time customer journey views, automated audits, conversational IVR, and bespoke Large Language Models (LLMs). Our customer-centric approach to CX is reflected in the multiple accolades we have received from industry analysts including Everest Group’s “Customer Experience Management (CXM) Service – PEAK Matrix® Assessment” 2023, Product Challenger in ISG Provider Lens™ Customer Experience Services 2023 and Disruptor in Avasant’s “Contact Center Business Process Transformation 2022–2023 RadarView™” amongst others.
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