Vikas Bhalla on industry evolution
From Fireside Chat between Phil Fersht and Vikas Bhalla · · HFS Research
“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.”
On , Vikas Bhalla, President and Head of AI Services & Operations at EXLSERVICE HOLDINGS INC, spoke about industry evolution during Fireside Chat between Phil Fersht and Vikas Bhalla on HFS Research.
About Vikas Bhalla
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.