Exlservice (EXLS) Citi’s 2025 Global Technology, Media and Telecommunications Conference summary

Key business drivers and differentiation

• Strong enterprise demand for AI adoption is a major growth driver across all business lines.

• Deep expertise in data and analytics enabled a smooth transition to AI-led solutions.

• Integrated offerings combine data, domain expertise, and AI capabilities, creating a unique market position.

• Low exposure to legacy, low-value services reduces risk of AI cannibalization.

AI adoption and commercial model evolution

• AI is embedded in nearly all client solutions, including training, data engineering, and predictive modeling.

• Shift from cost-reduction focus to outcome-based, transaction pricing models, increasing gross margins.

• Broader, end-to-end solutions expand market size and client engagement despite lower unit pricing.

Market trends and demand outlook

• Demand for traditional IT development and dashboarding is declining, while AI engineering and data management are rising.

• Pipeline and demand remain strong due to strategic investments in AI and data.

• Industry-specific trends: insurance is investing in new capabilities, healthcare is focused on cost takeout.