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November 12th London

EXL

Join us for an exclusive discussion exploring why customer complaints continue to rise despite significant investment in transformation, and how utilities leaders can bridge the gap between customer expectations and measurable improvements in customer experience.

In person

Meet us in London

We'd love to see you!

6:30 - 9:30pm

The Claro

12 Waterloo Pl, London SW1Y 4AU
CXC_event_NewYork

About Invitees: This event will bring together leaders across Data, Analytics, Technology, Data Governance, Operations, Business Transformation

 

Meet your sponsor

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 59,000 employees spanning six continents. For more information, visit www.exlservice.com.

EXLS

Event sponsored by EXL

When complaints rise and transformation stalls: closing the Customer experience gap

Complaint volumes across utilities keep climbing, yet the headline number conceals the real story. Are customers expecting more, noticing more, or simply tolerating less? At the same time, platform migrations and customer-centric operating models dominate transformation agendas, backed by substantial investment. The pressing question is whether customers actually feel the difference. These two trends are more connected than they appear. Rising complaints may signal a widening gap between customer expectations and what current operating models can deliver. Transformation programs promise to close that gap, but too often they shift complexity elsewhere or become expensive exercises in internal reorganization. The challenge for CX leaders is to separate genuine progress from activity that looks like progress. This session unpacks the signals behind the noise. We'll examine what complaint data truly reveals, which transformation outcomes prove a model is working, and how AI can be woven into service delivery without eroding the domain knowledge and trust customers depend on. The goal is practical clarity: knowing which metrics matter, which leading indicators to track, and where investment translates into measurable customer value.

Susan_Pollock

Susan Pollock

VP, Client Partner, Energy and Infrastructure, EXL

Askash Gupta EXL

Aakash Gupta

VP, Head of Analytics and AI Services, EMEA & APAC, EXL 

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The Claro
12 Waterloo Pl, London SW1Y 4AU
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