EXL, a global leader in analytics and digital solutions, was grappling with an urgent talent retention problem. Management trainees from Tier 2 and Tier 3 colleges, often with less than a year of experience, were leaving at an alarming rate. This wasn’t just a recruitment issue; it was a cultural and operational risk. The loss of early-career talent meant repeated onboarding costs, slower project ramp-ups, and a weakening leadership pipeline.
Exit interviews and performance patterns pointed to something deeper than salary dissatisfaction. It was about connection, trust, and a sense of belonging. Without an intervention that directly addressed these gaps, EXL risked a long-term impact on team morale and client delivery capability.
We approached the problem like designing a cultural bridge, one that could shorten the distance between junior employees and leadership, foster openness, and align personal ambitions with the company’s vision.
It began with a listening phase. We dove into Glassdoor reviews, employee feedback, and informal sentiment checks to uncover the truth behind the attrition numbers. The pattern was clear:
The breakthrough idea came in the form of “Coffee with CEO”, a program that replaced hierarchy with human connection. Small, intimate gatherings of 15–20 entry-level employees met directly with the CEO. Over coffee, conversations flowed about work challenges, organizational priorities, and personal career goals.
We made sure it was fair and inclusive. The program alternated between EXL’s Noida and Gurgaon offices, employed a first-come, first-served participation model, and restricted repeat attendance to ensure more employees had the opportunity to meet with the CEO. The design was simple, but the impact was profound. It gave voice to those who rarely had a platform, and in the process, it humanized leadership.
The results were both measurable and cultural. Resignations among the targeted group dropped by 45%, and overall motivation scores improved. In just six months, over 200 employees engaged directly with the CEO across 10 sessions, building a workplace where junior talent felt heard, valued, and connected to the company’s mission.
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