EXL - November 2021

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Transforming data-led businesses through collaboration IN ASSOCIATION WITH:

DIGITAL REPORT 2021


TR ANSFORMING

DATA-LED BUSINESSES

THROUGH COLLABORATION

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EXL

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Saurabh Mittal, VP of, EXL

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EXL supports its clients as they digitally transform their operations and as new technologies emerge, we explore how the company has adapted

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s a digital partner, EXL is to scale up the use of artificial intelligence dedicated to continuous (AI), help redesign operating models to be collaboration with clients. fit for the future and drive faster business Understanding the rapidly decisions through the use of technology. changing nature of the “Our expertise in the domain, digital technology industry, transformation, data science, and change EXL constantly builds capabilities and management helps make our client’s leverages new technologies as they business more efficient and effective, support customers. improve customer relationships and Saurabh Mittal, enhance revenue Vice President growth,” Mittal and Digital explained. Transformation He continued: leader for EXL “Instead of focusing Digital discussed on multi-year, the company and resource and explained: “At EXL, time-intensive we are very platform designs passionate about or migrations, we making sense look deeper at the SAURABH MITTAL VICE PRESIDENT, EXL of data and driving entire business our client’s value chain and use business forward.” our deep industry To ensure all of its clients receive expertise to deliver the right transformation suitable support, based on what they solutions that help our clients outperform need, Mittal said: “EXL tailor the solutions the competition.” that make most of the data for the client. By looking through the entire business We then show how the data enables them value chain, EXL is focused on the outcomes to make business decisions and drive in order to drive businesses forward. To more intelligence into their increasingly do this effectively, Mittal explained how digitised operations.” the company urges its clients to “share With expertise in numerous industries, their goals with EXL” so together they can EXL can support organisations as they look leverage the data effectively.

“EXL tailor the solutions that make most of the data for the client”

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Transforming data-led Title of the video businesses through collaboration

“EXL caters to the unique challenges and opportunities of the industries in which we work” SAURABH MITTAL

VICE PRESIDENT, EXL

Driving businesses forward with a range of personalised services Founded on the core values of innovation, collaboration, excellence, integrity and respect, EXL ensures these values are present with every client they work with. By aligning themselves with the values the company was founded on, Mittal explained they are able to successfully “work together with clients to improve business outcomes, operations, and customer experience.” 6

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The company offers a range of services to drive its clients business forward. With EXL’s deep domain expertise led operations management, Mittal said, “EXL caters to the unique challenges and opportunities of the industries in which we work.” These industries can be anything from insurance and healthcare to utilities, banking and travel and logistics. With its extensive work in data and analytics, it comes as no surprise that EXL understands how data can be an integral part of business growth. Mittal explained: “Data is the lynchpin of better business performance and we can provide end to end data extraction, organisation, and analytics services.”


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SAURABH MITTAL TITLE: VICE PRESIDENT COMPANY: EXL INDUSTRY: GLOBAL ANALYTICS AND

“Whether you are migrating to cloudbased systems or implementing digital technologies, we help businesses modernise their information architecture and navigate immense amounts of data in complex systems, with a focus on doing advanced analytics to generate insights for business outcomes,” he added. Along with its deep domain and data expertise, EXL also supports its customers as they look to adopt AI solutions into their business models. By infusing AI and digital solutions across customer journeys, EXL is becoming a digital transformation partner of choice for its clients. Adding to this, Mittal said: “We look and go deeper to create a personalised set of solutions to increase speed to value with digital operations at scale.”

EXECUTIVE BIO

DIGITAL SOLUTIONS Saurabh Mittal is a global digital transformation leader, responsible for building and scaling framework for innovation and technology led transformation and help businesses achieve their strategic objectives and customer experience outcomes. Currently, he is responsible to scale AI led solutions to transform delivery models for data-driven enterprises. Over the last 16 years, Saurabh has worked with multiple large corporates in areas of enterprise innovation, business consulting, operational transformation, customer experience management, service designing and business analytics. Saurabh is a certified six sigma professional and has done his MBA in International Business after a Bachelors in Technology.


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Achieving hyperautomation with EXL To adapt to new concepts and technologies, particularly in the AI space, EXL has developed a hyperautomation approach to accelerate its clients’ digital adoption. Its enterprisewide intelligent automation strategy helps its clients scale their existing automation programme to make it even smarter. Discussing the approach, Mittal said: “EXL’s Hyperautomation focuses on shifting business from people-intensive legacy OS to a future-ready, thin human-AI Operating System (AI:OS). Our approach combines the power of automation, AI and analytics, and orchestrates these levers on the cloud to accelerate digital transformation. It is a cohesive automation suite that marries different digital transformation tools with highly modular, cloud-enabled, prebuilt accelerators and solutions. It helps organisations execute with speed for optimum business and customer outcomes.” There are numerous benefits to the adoption of EXL’s hyperautomation approach, this includes: • AI-infused streamline of end-to-end data flows and business processes • The ability to orchestrate multiple technologies to design and deliver end-toend business solutions • Delivery of 50%-100% higher returns when compared to traditional automation • The shift from infused-based commercial models to ROI-led modes • Enables clients to achieve scale and flexibility rather than relying on a single technology for automation purposes • Hyperautomation equips employees to focus on more value-added tasks • It improves collaboration through better access to data and seamless communication 8

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“We go deeper to create a personalised set of solutions to increase speed to value with digital operations at scale” SAURABH MITTAL

VICE PRESIDENT, EXL


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Ultimately for its clients, EXL’s hyperautomation approach delivers significantly higher business outcomes. It shows a 20-30% higher year on year impact; a 3-4 times higher return on investment; provides 10-20 times more data available for advanced analytics and shows a 30-40% benefit on operations spent in a steady state. Collaborating to effectively meet the needs of EXL’s clients Digital transformation and the introduction of new technologies is happening at a rapid pace. To ensure the company is meeting its

clients’ needs effectively, EXL introduced its Connected Intelligence Partner Program. The program ensures specialised expertise, deep industry knowledge and leadingedge technology is harnessed and integrated seamlessly to push forward business transformation. Discussing the program, Mittal said: “We join forces with industry leaders and innovators to bring the best solutions and expertise needed EXL has 54 global to solve our client’s most complex delivery centres and supports challenges.” 25+ languages. Expanding on the different ways innovators have supported EXL in its mission to digitally transform EXL has over businesses, Mittal explained: “Our 720 clients.

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Accelerating Digital Transformation with EXL


As competition intensifies and customer demands for a digital experience grow, finding new ways to deliver a seamless, connected insurance experience is critical.

Video Jake Sloan of Appian explains their new partnership with EXL and how they help insurers deliver digital, connected insurance fast.

Appian is dedicated to helping insurance companies

In addition, both companies place a strong emphasis

around the world modernize and accelerate their

on supporting their clients with hyperautomation,

digital transformation initiatives. Whether by enabling

which is all about automation at speed and

more connected underwriting, streamlining agent and

combining automation technologies (e.g., robotic

broker processes, or accelerating claims management,

process automation, AI, machine learning) with other

Appian helps insurers extend their legacy systems

technologies that speed application development

and delight their customers with a more connected

(e.g., low-code). Sloan went on to note that “the

value chain. Jake Sloan, Appian Global Industry

EXL/Appian partnership enables organizations to

Manager for Insurance, explains how the 22-year-old

scale their digital transformation and cloud adoption

company helps insurance organizations build apps

journey driving digital transformation with future fit

and workflows rapidly, using a low-code platform.

redesigned processes.”

“We help insurers combine people, technologies, and

He continued, “Appian has a strong delivery team and

data in a single workflow so they can maximize their

ecosystem of trusted delivery partners like EXL. We

resources and improve business results, all while

also provide EXL with expert architecture guidance,

reducing the technical debt often incurred by legacy

training courses, and center of enablement experience

and core systems,” said Sloan.

to maximize Appian platform adoption and business and IT delivery.”

Together with EXL, Appian is helping insurance firms accelerate their digitalization journeys and

“Our partnership with EXL accelerates the pace of

move at the speed today’s world demands. With its

cloud adoption, leveraging our deep experience in

Low-Code Platform, Sloan explained, “Appian gives

claims, collections, and AI solutions. It enables insurers

insurers unprecedented agility to rapidly transform the

to be successful and drive market differentiation. It

customer experience and seize new opportunities to

gives them ready-built solutions that they can deploy

grow revenue.”

rapidly and see results in a matter of weeks, not months or years. We’re very excited to continue to

With these aligned goals and values, Sloan

leverage this partnership.”

says Appian is a natural partner that will further complement EXL’s offerings. Since EXL is an expert in insurance, enabling carriers to tap into the power of digital, it seemed like a logical next step for the two to join forces.

Learn more


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“ Together with our partners, we believe we can collaborate on a differentiated and winning approach to deliver innovative solutions and services” SAURABH MITTAL

VICE PRESIDENT, EXL

collaboration with AWS (Amazon Web Services) is helping us operationalise and scale AI, analytics and automation within enterprise business processes to achieve the promise of the data-driven enterprise.” “Similarly, our joint partnership with Amelia, an IPsoft company, is helping infuse 12

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AI into every customer interaction at scale. Our conversational AI-led CX can be deployed across industries, hence building resiliency and solving customer problems while maintaining a human-like interaction experience,” he added. EXL is currently looking to build faster and more reliable methods to drive forward business growth and increase value. To do this, the company is leveraging Appian’s enterprise software to build


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enterprise apps and workflows ten times faster than traditional methods. This is to ensure seamless dataflows which will, in turn, improve customer experience and operational excellence. Mittal expanded: “With Appian, we’re building enterprise-grade apps and workflows using process re-design by code approach. We’re combining our domain experts, data and technology to build scalable cloud receiving centres that are fundamentally changing the operating model for our clients. From building a global common backbone for streamlining data flows from unstructured

data sources to creating custom utilities for data-driven processing, Appian is helping EXL in transforming delivery even with legacy client infrastructure. “For one example, EXL is designing an AI-powered cloud “receiving centre” for a leading title insurance company to de-risk its technology transformation. EXL simultaneously took on the dual responsibility of running the operation as well which enabled our client’s operations to respond to their customers faster with a more cost-efficient and scalable operating model,” he added. exlservice.com

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This work with Appian and other partners aligns with the company’s core value of collaboration and Mittal believes this is the driving force behind EXL’s success. He said: “Together with our partners, we believe we can collaborate on a differentiated and winning approach to deliver innovative solutions and services that outperform our clients’ expectations, beat the competition and transform the marketplace.” 14

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Bold moves for the future As with the companies EXL supports with their digital transformation, the company also has had to adapt to the ever-changing technology environment. Discussing this, Mittal said: “It’s already been seen that different technologies are changing the way we operate ourselves. The biggest change we’re seeing is with the newer generation that we employ, who are quite apt in using this technology themselves and have a good appreciation of them too.”


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“Collaboration between a human and a piece of technology is going to be a key game-changer in the future” SAURABH MITTAL

VICE PRESIDENT, EXL

“Essentially, what’s happening is that this technology proficiency has elevated their role and customer outcomes. This is the biggest change that I’m seeing, as previously the majority of effort would have been on the bottom of the pyramid, low-value transactions. Today, by leveraging these technologies, my team is able to get a lot of proactive insights and do more complex work at an astonishing speed that otherwise wouldn’t have been possible.”

Mittal explained the company, despite being a driver for technological expansion, is keen to keep the human element when it comes to digitally transforming a business. He explained: “The key thing is that it is not just technology that plays a part. We always top that with the human element to bring emotional acumen and spatial experience to drive subjective decision making, thus keeping customer experience at the centre of focus since everything cannot be rule based. This is because the company feels that collaboration between a human and a piece of technology is going to be a key game-changer in the future.” Looking at the company’s goals for the future, Mittal shared what can be expected from EXL in the coming years, saying: “We’re on an exciting journey and looking forward to playing a significant role in this decade of digital. You can expect us to be making bold moves in outcome delivery by leveraging our expertise in data analytics, AI and digital technologies coupled with human ingenuity.”

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EXL Service 320 Park Ave 29th floor New York United States

T 1(212) 277-7100 | exlservice.com

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