President and Head of AI Services & Operations, Exlservice Holdings
Search every verified Vikas Bhalla interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In a September 2022 fireside chat with HFS CEO Phil Fersht, Vikas Bhalla discussed the transformation of the services industry and EXL's approach to specialization. Bhalla, who leads EXL's insurance business, stated that the company formally verticalized around 2014, focusing on industries such as insurance and healthcare because "most differentiation that you can actually create for your customers is based on how well you understand their business." He described a shift from providing human-intensive services to helping launch insurance products end-to-end, incorporating technology, data, and algorithms, and being compensated based on outcomes. Bhalla also commented on changes in the workforce and work environment. He said the pandemic "changed everything" by making remote work the norm, and noted that younger employees are "much more comfortable experimenting" and seek flexibility. He argued that "the merging of operational capability and data and digital talent is where success lies" for both employers and employees. Bhalla added that service providers are no longer just recipients of digital solutions but are becoming "proactive providers of digital transformation to insurers," and that success increasingly depends on being "part of a complete ecosystem" rather than operating as a solo player.
“The pace at which this industry has changed has been fascinating. Over 20 years in this industry at EXL, there has never been a dull moment.”
“The pandemic changed everything because suddenly everyone was remote. There was no location you had to be in; all you needed was a computer and good connectivity to be at par with everyone else in the world.”
“Many younger employees are much more comfortable experimenting; they want flexibility and with that comes the confidence to pursue their passion and take up entrepreneurial adventures.”
“The merging of operational capability and data and digital talent is where success lies not only for the employer but also for the employee.”
On this special Fireside Chat, HFS CEO Phil Fersht talks with Vikas Bhalla, EVP and Head of the Insurance Business at EXL about ...
Sign in to search the full transcript archive, filter by topic, and access every quote from Vikas Bhalla.