exl · data-driven insights that transform “decision making” adopt ultra-customer centricity...

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© ExlService Holdings, Inc. |

EXLA fast growing operations management and analytics company

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November 29, 2017 | © 2017 ExlService Holdings, Inc. | 2

To remain profitable and grow in a business environment with relentless competition and continuous disruption

The Challenge Today

Growth

Ultra-customer centricity

New products and

services

New channels and markets

Profitability

Optimize costs

Agile operating

model

Navigate regulatory

environment


What do you need to address this challenge?

Experts in the art and

science of designing and

managing operations with

a global footprint

Experts in transforming

enterprise-wide “decision

making” by delivering

data driven insights

Higher customer

satisfaction

Variable and lower cost

Best-in-class operations

for a digital and

regulated world

In-depth real-time

customer insights

Manage risk and

regulatory

requirements

Create new products and services


Who is EXL?

We are an

operations management and

analyticscompany

Our purpose: At EXL, we believe there is

always a better way. We look deeper,

we find it and we make it happen.

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1. Expertise in chosen domains

2. Differentiated capabilities

3. Ultra-customer centricity

4. Track record of world-class

service delivery

5. Focus on delivering business

outcomes for our clients

What sets us apart?

Guided by our

values

Excellence

Innovation

Collaboration

Integrity

Respect


What outcomes do we deliver?

Nimble and agile operating

model

Re-designedoperations

Ultra-customercentricity

Data-driveninsights

Operations Management

Analytics


We Deliver Improved Business Outcomes (1/4)

Large outsourced

operations

Transaction and outcome-

based pricing

Business Process-as-a-Service

Proprietary platforms

Partner platform ecosystem

GBP business impact for U.K. energy firm

$9B+

Regulatory solutions

SOX

CCAR

HIPAA

in recoveries ―

Subrosource®

additional

benefits passed

onto clients10-20%

$100M of risk exposure eliminated

via global SOX center

~40M

3x premium return ―

Survey

~1/3 of our revenues

Best-in-class

operations

Data-driven insights

that transform

“decision making”

Adopt ultra-

customer

centricity

Nimble & agile

operating model



Best-in-class

operations


that transform


Adopt ultra-

customer

centricity

Nimble & agile

operating model

Domain expertise and

process excellence

Business process automation

(including robotics)70+ automation tools

Business EXLerator

Framework®

5 innovation awards

annual business impact

~$5-10M

Consulting-driven

transformation

BluePRINTTM

Cognitive Corporation

EXL revenue

cannibalized

25-30% efficiency gains

$100M+

15-20% quality gains

35-40%in cycle

time

30 on 30 30% reduction on $30M

operational budget

2 to 2 Reduced year-end closing from

2 weeks to 2 hours



Best-in-class

operations


that transform


Adopt ultra-

customer

centricity

Nimble & agile

operating model

Customer data-asset:

235M+ US prospects in RPM database

50M on Care Management Platform

Customer Experience Academy

Global delivery centers in Asia, Africa, Europe & Americas

Multi-channel solutions to drive

better customer experience:

First Call Resolution (FCR)

Complaints Management

New Business applications

Claims resolution

time to market38% lower direct-to-consumer

acquisition cost Faster

~10%

~90%

200

2

FCR

enhancement

more complaints

resolved

bps higher plan

holder satisfaction

day reduction in

time to pay claims



Best-in-class

operations


that transform


Adopt ultra-

customer

centricity

Nimble & agile

operating model

Large talent pool

2 , 900+ analysts and data scientists (PHD, Masters, MBAs, Engineers)

Methodology and products

Multiple industrialized

analytics centers of excellence

faster team

ramp-up

200+

Domain experts to embed

analytics into operations

FTEs

supporting

20+ teams

2nd in Heritage Health

competition

65%

Text

mining,

First Notice

of Loss

solutions

12% Increase in nurse productivity

(reduced average handling time)

more cost

efficient30%

~$40M bottom-line impact

~$30M top-line impact

Proprietary


CASE STUDY

Improved Business Outcomes

IMPACT by transforming operations through long-term partnership

A leading U.K.-based utilities firm

Client

Complete ownership of back-office operations

Transaction and outcome based engagement

Redesigned operations leveraging the Business EXLerator Framework®

Implemented CORE (Customer Outcomes and Retention) Model to improve customer experience

Solution

Optimize operating model to lower reduce cost and improve efficiency

Increase competitiveness by

― Increasing revenue

― Reducing debt and imbalance

― Improving working capital

Implement the SMART framework to drive ultra-customer centricity

Problems Solved

reduction in volume of exceptions

reduction

in unbilled

highercomplaintresolution

$11M reduction

in imbalance

$62M

72%

70%

90%

Results


The Other Way to Introduce EXL

Our

credential,

people and

recognitionOur

businesses

Our

analytics

capabilities

Our

journey

and

footprint

Our

operations

management

capabilities



Our

credential,

people and

recognitionOur

businesses

Our

analytics

capabilities

Our

journey

and

footprint

Our

operations

management

capabilities


EXL Credentials

EXLSNASDAQ listed

7 5 0+Clients

27,000+Professionals

Established in April1999

21. 4%Revenue CAGR from 2006-16

Our people

Post graduates

3,250+

MBAs

2,000+

Data Scientist

2,9 00+

Lean Six Sigma Professionals

650+

Actuarial students

50+

Attorneys in our legal

support services

team

30+

1,7 5 0+

Our awards

100 Most Trustworthy Companies in America

Innovation Awards for Business EXLerator Framework®

Excellence in Education winner

IAOP distinguished honors for delivery excellence and innovation programs

NASSCOM award for Analytics solution on “Preventive Hospitalization”

URAC HUM Accredited

$754-762M2017 Revenue Guidance

Nurses, doctors & clinicians

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCLSUuZ2guscCFcFzPgodHoAAbg&url=http://www.aecus.com/2015-aecus-innovation-awards/&ei=pSPXVfStJ8Hn-QGegILwBg&psig=AFQjCNHf1FAxmQA_KniMztjR7lK01RwfWg&ust=1440249120569016

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCLSUuZ2guscCFcFzPgodHoAAbg&url=http://www.aecus.com/2015-aecus-innovation-awards/&ei=pSPXVfStJ8Hn-QGegILwBg&psig=AFQjCNHf1FAxmQA_KniMztjR7lK01RwfWg&ust=1440249120569016

http://www.forbes.com/




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Industry Recognition

Leader in Everest Group’s “Property & Casualty Insurance BPO PEAK Matrix™ Assessment 2017”

Leader & Star Performer in Everest Group’s “Life and Pensions Insurance BPO PEAK Matrix™ Assessment 2017”

Winner’s Circle in “HfS Blueprint Report: Insurance As-a-Service 2017”

Leader in the NelsonHall “Property & Casualty Insurance BPS NEAT” (2017)Insurance

Star Performer in Everest Group’s “Banking BPO PEAK Matrix™ Assessment 2017”

Major Contender in Everest Group’s “Capital Markets BPO PEAK Matrix™ Assessment 2017”

Innovator & Major Player in the NelsonHall “RPA & AI in Banking NEAT” (2017)

High Performer in “HfS Blueprint Report: Supply Chain Management As-a-Service” (2016)

Execution Powerhouse in “HfS Blueprint Report: Travel and Hospitality Customer Engagement Service” (2017)

High Performer in “HfS Blueprint Report: Utility Operations 2017”

Major Player in “IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations” (2015)

Leader in “IDC MarketScape: Worldwide Finance & Accounting F&A Services 2017 Vendor Assessment Report”

Winner’s Circle in “HfS Blueprint: Finance As-a-Service 2017”

Leader in “Gartner Magic Quadrant for Finance & Accounting (F&A) BPO” (2015)

Leader and Star Performer in Everest Group’s “Analytics Business Process Services PEAK Matrix™ Assessment 2017

Leader in “IDC MarketScape: Worldwide Business Analytics BPO Services 2016 Vendor Assessment”

Winner’s Circle in “HfS Blueprint Report: BFS Analytics Services” (2016)

Banking &Financial

TransportManagement

Utilities

F&A

Analytics

Healthcare

Star Performer in Everest Group “Healthcare Payer BPO PEAK Matrix™ Assessment 2017”

Winner’s Circle in “HfS Blueprint Report: Population Health and Care Management 2016”

Leader in the NelsonHall “Healthcare Payer NEAT” (2016)

Winner's Circle in “HfS Blueprint for Healthcare Payer Operations” (2015)



Our

credential,

people and

recognitionOur

businesses

Our

analytics

capabilities

Our

journey

and

footprint

Our

operations

management

capabilities


The EXL Journey

2000 2002

2011 2010

1999

2009 2008 2007

2014 2015 2016

2001

2012

2006

2017

Incorporated

in Delaware

Opened 1st

Delivery Center,

NoidaAcquired

Conseco acquires EXL and

operates as its wholly

owned subsidiary

EXL gets TPA license for U.S.

EXL Management with Oak

Hill Capital Partners and FT

Ventures buys back EXL

from Conseco

Expansion into

Philippines

10,000+ employees

Expansion into

Czech Republic

Expansion into

Romania

AcquiredAcquired

Acquired

Acquired

20,000+ employees

Acquired

Acquired Acquired Acquired

Acquired


Delivering Where Our Clients Need Us

Chico

Salt Lake City Dallas

Overland Park

Indianapolis

RichmondJersey City

New York HQHartford

AlbanyLondon, UK

Olomouc CZCluj-Napoca, RO

Sofia, BUL

Cape Town, SA

Kochi, IND

Bangalore, IND

Pune, INDMumbai, IND

Jaipur, IND

Gurgaon, INDNoida, IND

Manila, PH

Alabang, PHCebu, PH

43

25+

Global deliverylocations

Languagessupported

India: Back-office operations, analytics, finance and

accounting (F&A) operations, technology services & contact centers for U.K. and U.S.

Philippines: Clinical services, contact centers for US

and Australia & Back-office operations

Eastern Europe: Contact centers for European

languages

United States: Analytics, consulting, back-office

operations, F&A operations, technology services & onshore contact centers

United Kingdom: Analytics and consulting

Colombia: Spanish and bilingual contact centers South Africa: Contact centers for the U.K.

Singapore: Analytics and consulting

Bogotá, Colombia

Sydney, AUS

Melbourne, AUS

Singapore



Our

credential,

people and

recognitionOur

businesses

Our

analytics

capabilities

Our

journey

and

footprint

Our

operations

management

capabilities


Operations Management Business

Business EXLerator Framework®

Consulting

BPaaS (including platforms)

Finance & Accounting

Contact Center

Back-Office Tra

vel, T

ransp

orta

tion

& L

ogistic

s

Utilitie

s

Bankin

g &

Fin

ancia

l Serv

ices

Insu

rance

Health

care

We deliver superior business outcomes by designing and implementing enterprise-

wide and best-in-class operations management solutions

Domain expertise


Analytics Business

Automation

Industrialized Analytics

Centers of Excellence

Data Asset

Methodology & IP

High qualified Talent Tra

vel, T

ransp

orta

tion

& L

ogistic

s

Utilitie

s

Bankin

g

Insu

rance

Health

care

Reta

il & e

-Com

merc

e

We solve complex business problems by designing and managing large industrialized

analytics centers of excellence that generate insights from big data

Capita

l Mark

ets

Domain expertise


Business Mix

Our goal is to deliver superior business outcomes for our clients and consistently

deliver above-market returns to our shareholders

Analytics8%

Above market growth

BPaaS11%

13%Analytics

BPaaS20%

Analytics20%

92%

Business process

Outsourcing

76%

Operations

Management

60%

Operations

Management

20122014

2017



Our

credential,

people and

recognitionOur

businesses

Our

analytics

capabilities

Our

journey

and

footprint

Our

operations

management

capabilities


EXL’s proprietary framework delivers solutions which provide significantly higher value to our clients

What Makes EXL Different

step change in value delivered by

transforming end-to-end

operations5x

Business EXLerator Framework®

Improved in underwriter

capacity for a commercial

insurance carrier60%

Reduction in AHT for an

order entry process 23%

20%

Select examples

Reduction in cost of

operations for leading US

P&C Insurer


EXL Employs a Holistic Approach to Business Process

Automation (BPA) That Now Includes Robotics (RPA)

Automation SophisticationLow High

High

Co

nti

nu

ou

s V

alu

e t

o b

usi

ne

ss

Macro Automation

(Script based)

Business Process Automation

Robotics Automation

Robotic FTE

(Cognition based)

BPA Bolt ONs

(Knowledge based)

Non-Intrusive Robotics

(Rule based)

is the automation of

complex business

processes usually through

the use of advanced

technologies

Packaged Analytics

(Analytics based)

BPA RPA is a new and innovative subset of

BPA that provides breakthrough

outcomes, applicable to rule-

based process activity

Robotics in its current

form help accelerate

the rollout of

automation in a

factory model. It drives

scale and speed of

implementation


Business Process as-a-Service (BPaaS) is Transforming Business Process Management

Lower capital

outlay and

reduce opex

Faster time to

implement and

easy to scale

Consumption- /

outcome-based

cost structure

Access to best-

in-class technology

and operations


EXL’s Suite of Proprietary BPaaS Solutions

Subrosource®

Largest commercial

subrogation platform

$9B in recoveries

10% recovery improvement

delivered

Numerous patents issued

MedConnectionsm*

Structured data & analytics

Analyzes medical records

and bills

Delivers disciplined cost

containment results and

more timely/accurate claim

resolution

LifePRO®

Life Policy Admin Platform

Data mart capabilities

v18 under development with 4

enhancements

Premium Audit

#1 market share

Only company with national

reach (50 states)

Platform-based

Scale and subject matter

experience unsurpassed

Property Survey

#1 Market Share

Only company with national

reach (50 states)

Platform-based

Multiple products to serve

all clients needs

CareRadius®

Diverse and Expanding Client

Portfolio

50M+ members under

management

Application training time reduced

from weeks to days

Reduced replication overhead

and errors

Available as cloud-based hosted solutions* Patent pending


EXL’s Technology Partner Ecosystem

Ariba

Automation Anywhere

BlackLine Systems

Box-it

CoupaTM

Datametica

Fenergo

FirescopeTM

Fraxses

Nuance®

Oracle

Sisense

Sungard GETPAID

The Urban Lending Solutions

Tradeshift

Utilibill

Virtual Operations/Robotics

Virtusa

GT Nexus

Healthwise®

Hyland OnBaseTM

MapR

MetricStream

Microsoft

MicroStrategy

Netsuite®

NominoData

Partnerships


Domain-Specific Operations Management

Largest insurance BPO provider

Licensed TPA in multiple U.S. states

Leading capabilities in P&C, Life, Annuities, and Disability

Multiple technology platforms

LOMA certifications

Expertise in GDS platforms, ARC and IATA systems

Freight audit capabilities

International tariffs expertise

2,400+ utilities professionals

Credit and risk management operations

Billing, meter disputes and recoveries processing

URAC-accredited delivery

Care management platform CareRadius®

1,750+ doctors, nurses and clinicians

Population Health & Specialty pharmacy utilization Management

Healthcare academies

Regulatory reporting and model validation

Know your customer and compliance

Mortgage processing and underwriting

Customer service

Big 4 experience

Domain-specific solutions

Best-in-class training programs

7,100+ F&A professionals

Comprehensive CFO services: Procure To Pay, Order to Cash, Record to Report, Hire to Retire, Treasury and Tax, FP&A

Insurance Healthcare

Utilities

Banking &

Financial

F&A

TT&L


Best-in-Class Migrations and Six Sigma-Based Process Excellence Rigor

Migrations Process Excellence

MOSTrak®

Web-based application for real time

governance100% project status transparency

Effective resource & capacity utilization

Anytime/anywhere access

Customer outcome assurance model

Customer Quality is at the heart of our business

and is the driver for every action taken

Proprietary solutioning methodology

Innovative solutions using industry best aids and

accelerators

Six Sigma and lean initiatives

Process re-design through automation, elimination

and optimization delivered by Black Belts

Unique change management approach

Systematic approach to manage change in terms

of people, process and technology

All Ideas Matter (AIM) platform

Employee guide to continuously meet customer

expectations for quality, cost, and timeliness

Location optimizer

Calculator and optimizer to derive most optimum

location to run the process

B-ProMPTTM

Proprietary tool for Business Process

Management and Performance

Tracking


EXL Consulting Helps Clients Transform Operations

Our experience in implementing innovative solutions

combined with our deep technology expertise

provides measurable value to customers

Technology Consulting

OperationsConsulting

FinanceConsulting

Business process solutions and technology focus

Process improvement and strategic consulting focus

Finance process improvement, compliance and controls focus

Business impact

31% >$4M$100M 2 to2reductiondelivered on a $30M operational budget

annual VAX costs eliminated

Reducedyear-end closing from 2 weeks to 2 hours

risk exposure of developed and managed global SOX center eliminated


Sample Business Outcomes ─ Select Samples

70% 47% 44% 22% 17%improvement reduction improvement reduction improvement

in efficiency for a leading LTL service provider

in Group Cancellations for a major life insurance company

in Bill on Time Rate for a leading UK Energy Supplier

in cost to quote for a global multi-line insurer

in End Customer Satisfaction Score for a leading U.S. P&C Insurer

“Aecus Innovation Awards seek to identify

and celebrate the best examples of service

providers and their clients working

together, in new and value-creating ways ”

“The Business EXLerator Framework® model proved to be a true

difference maker for our company. The ability to react to

changing business needs along with quality and cost

improvements put us in a position to achieve and exceed

expectations.”

“EXL’s innovative solutions to streamline our core market

processing are making a significant impact on our ability to

achieve our growth….making it possible for us to accelerate the

rate of change while at the same time improving Cost, Quality,

and End to End Cycle Time for our customers”

Year 1 Year 2

1award

4awards

Client speak



Our

credential,

people and

recognitionOur

businesses

Our

analytics

capabilities

Our

journey

and

footprint

Our

operations

management

capabilities


EXL Analytics Overview

We develop solutions for Global Fortune 500 Insurers and healthcare companies that deliver

superior business outcomes and help them transform decision making in their organizations

Deep understanding of B2B and B2C transactions and relevant information across risk, marketing, operations and capabilities

Direct access to third party database of 235MM+ prospects with 3,000+ variables

Deeply skilled and experienced analytics professionals (2,900+ analysts, data scientists, statisticians and actuaries globally)

Experience with multi-shore flexible delivery models for Insurance

Proprietary algorithms for Insurance direct marketing with a team of industry experts (20+ years of experience)

Expertise in C-suite presentations through visualization tools

Familiarity with whole spectrum of mobility and visualization platforms and tools through an extensive network of partnerships

Domain-specific expertise to embed models within client processes

End-to-end process ownership capability: from data staging to delivery execution

Dataexpertise

Data mining(data modelers

and scientists)

Outputvisualization

Products &execution

Context

Implementation

Insights

Presentation


EXL Analytics is a Market Leader in Chosen Domains

2,900+ 8

8 8

24 Major

LeadingLeading

highly qualified & experienced professionals: Data Scientists, Statisticians and Analysts

of the leading 10 U.S. insurance companies

analytics delivery centers – Gurgaon, Noida, Mumbai, Bangalore, Ahmedabad, Singapore, USA & UK

of the leading 20 banks worldwide

healthcare clients (3 of leading 5 Payers)

recruiter at leading institutes in India (IITs & IIMs) & US (MIT, Wharton, Columbia)

U.K. retail gas company

Global travelmanagement firm


Analytics is Embedded in Everything We Do

Industrialized

centers of

excellence

Top

talent

Domain

experts

Proprietary

training,

methodology

and products

Flexible

engagement

models

Data

architects(to design information

management solutions that

integrate structured and

unstructured data)


Sample Business Outcomes

$1.5B $500M $125M 66% 50%saved annually by identifying attrition causes and developing retention strategy

by improving multi-channel marketing campaigns

additional revenue due to 350% improvement in lead generation

increase in client collections

increase in campaign enrollment

Heritage Machine Learning Competition2 year long machine learning competition

Challenge: Predict number of days a patient is

likely to be hospitalized. EXL ended up 2nd

Worldwide (competing against top universities

and research labs for a $3M Grand Prize)

ECML PKDD WinnersAn email spam filtering technique

using sparse data

KDD CupPlaced 3rd in Netflix

Challenge Competition

65%

30%

25%

Results at the speed your business demands

faster ramp up time

more cost efficient

more efficient

With proven results, our engagements have

generated millions of dollars for our clients

EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve

their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework®, cutting-edge

analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase

customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics

industries. Headquartered in New York, New York, EXL has more than 27,000 professionals in locations throughout the United States, Europe, Asia (primarily India and

Philippines), South America, Australia and South Africa.

GLOBAL HEADQUARTERS

280 Park Avenue, 38th Floor

New York, New York 10017

t: +1.212.277.7100 • f: +1.212.771.7111

United States • United Kingdom • Czech Republic • Romania • Bulgaria • India • Philippines • Colombia • South Africa

EXLservice.com

© 2017 ExlService Holdings, Inc. All rights reserved. For more information go to www.exlservice.com/legal-disclaimer

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exl · data-driven insights that transform “decision making” adopt ultra-customer centricity...

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