Case Study: a large UK energy and home services provider improves customer experience and retention with EXL

a large uk energy and home services provider improves NPS by 2 points with EXL

EXL partnered with a large UK energy and home services provider that was facing declining market share due to changing customer expectations and new digital competitors. The challenge was to revamp customer journeys to improve experience, retention, and lifetime value, requiring the analysis of massive data volumes to move from historical to real-time customer insights.

The solution involved EXL's customer journey analytics to create a six-phase transformation program. This included mapping journeys, analyzing customer voice and operational data, and using simulation models to prioritize high-impact initiatives, supported by real-time dashboards. The results included a 2-point NPS improvement, £3M in churn and upsell benefits, identification of £66M in cost inefficiencies, a 30% increase in digital channel transactions, and a 2% increase in customer retention.