EXL
“ 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 .” aimagazine . com 143