EXL Transforms British Gas' Front Office and Boosts Customer Experience with AI-Infused Solutions

EXL Transforms British Gas' Front Office and Boosts Customer Experience with AI-Infused Solutions

  • October 2021 •
  • 4 pages •
  • Report ID: 6153876 •
  • Format: PDF
This IDC Perspective discusses the digital transformation initiatives EXL implemented for long-standing client, British Gas. The relationship evolved from providing business process outsourcing services and driving labor arbitrage savings to implementing RPA and conversational AI solutions to transform the customer experience."This journey is a great example of service providers leading with BPO transformation and the alignment of front- and back-office activities to transform business operations, drive cost savings, and improve customer experience," says Ali Close, manager of Digital Business Operations and Analytics Services at IDC.