Case Study: a large UK energy and home services provider boosts customer retention with EXL customer journey analytics

Data helps utilities company improve customer experience and retention

EXL worked with a large UK energy and home services provider that needed to improve customer journeys, understand which interventions had the greatest impact, and reverse declining market share by becoming more customer-centric. The customer wanted more personalized, efficient, and seamless experiences across channels, supported by better real-time insight into customer behavior and journey performance.

EXL used customer journey analytics, text analytics, operational performance tracking, and real-time journey dashboards to map journeys, analyze voice-of-the-customer data, identify dropout points and cost-to-serve inefficiencies, and prioritize improvement initiatives. The program delivered a 2-point NPS increase, about £3M in churn and upsell benefits, £66M in cost inefficiencies identified, a 30% increase in digital transactions, and a 2% increase in customer retention.