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We know small businesses are critical to the vibrancy of our economy and communities. Watching how hard the COVID-19 pandemic has affected them and their founders has been troubling. Here at Experian, we created new tools to help small businesses navigate this uncertain time. But we want to do more, and help businesses survive and thrive even in “normal” times.  That’s why I’m especially excited about our newest partnership with Black Girl Ventures (BGV).  This is part of our United for Financial Health program, which aims to empower vulnerable consumers to improve their financial health and protect them from fraud and identity theft. Through this partnership,we will provide resources, tools and services to Black and Brown women entrepreneurs to enable them and their small businesses to grow and prosper. We know that long-standing inequities have created barriers for women, especially women of color. Our partnership will provide financial resources to help scale its BGV Style Pitch Competition and Amplify BGV Programs and we are a proud sponsor of BGV’s new weekly podcast, “From Hustling to Handling, How to Stay in Business.” Together, we will curate entrepreneurial education content to assist a broader audience with knowledge and best practices related to financial literacy and wealth management.  The negative financial impact on these women and their businesses has had a reverberating effect across communities of color. Our United for Financial Health program is one of the many ways we are staying true to our mission to support all consumers and clients through their financial health journey, in normal and extraordinary times. This partnership with BGV will fuel the economic recovery by reaching millions of Black and Brown women entrepreneurs and, in turn, supporting the communities they serve. 

As businesses across the globe have started to see their operations stabilize, they will be tested once again as the world faces another resurgence of the Covid-19 but this time consumer expectations will be much higher. According to the latest Experian’s Global Insights Report, 60% of consumers have higher expectations of their digital experience than before Covid-19. The study which surveyed 3,000 consumers and 900 businesses in 10 countries, including: Australia, Brazil, France, Germany, India, Japan, Singapore, Spain, the United Kingdom and the United States, found that while many consumers may have stayed loyal to businesses they frequented before COVID-19 initially, that may no longer be the case.     High expectations for security and convenience compounded by the increased demand for online payments, banking and shopping are pushing businesses to re-imagine the customer journey and the investments needed to drive future growth. In fact, the study found that one in three consumers are only willing to wait 30 seconds or less before abandoning an online transaction, specifically when accessing their financial accounts. This means that businesses have an increasingly short time frame to prove the experience will be safe and convenient.  Businesses have no choice but to invest in their digital presence and experience. We believe the cost of doing nothing will be greater than what it will cost to invest in the customer journey. While half of the businesses we surveyed have either mostly or completely resumed operations since Covid-19 began, only 24% are deliberately making changes to their digital customer journey. This is not enough.    The integration of data, analytics and technology is the key to enable businesses to quickly adapt decisioning strategies to minimize risk, preserve valuable relationship and remain fair and compliant. In order to strengthen digital transformation, Experian recommends that retail banks, payment providers and retailers consider the following:  Understanding the customer    Businesses need to understand their customers more than ever before. They need to understand their behaviors, preferences, and financial situation. Each transaction creates hundreds of different touchpoints that financial institutions and retailers need to accommodate across all devices. The tricky part is using the right technology to put all the datapoints together and to link them into one single-view of the customer.     Use of AI to improve and automate customer decisions  Being able to make the right decision is more important than ever. Today’s economic conditions are unprecedented, and unfortunately we don’t have historic data to count on. Therefore, we need to use data and technology better than before. In the area of artificial intelligence, businesses are strengthening the security of mobile and digital channels, new credit risk analytics and artificial intelligence (AI) models and increasing digital customer acquisition and engagement.   Strengthening security of mobile and digital channels  Businesses need to provide not only a convenient experience but also a secure one. In order to improve security, businesses need to use a multi-level approach where they can easily access and layer fraud solutions to catch more fraud and reduce friction for genuine consumers.   Discover more insights from our longitudinal study of the impact of Covid-19 on businesses and consumers.    

I was recently invited to a panel discussion as a part of Money 20/20 titled Do Credit Scores Still Matter? Closing the Chasm through Data and Innovation with Lauryn Nwankpa, Head of Social Impact at Dave and Jay Moon, General Manager of Credit at Credit Sesame. We discussed how important data and innovation are right now to ensure that consumers get access to credit that they need.   As the largest credit bureau in the country, and in service of our mission to be the consumers’ bureau, we at Experian have a responsibility both to consumers seeking credit and to lenders who seek to assess the risk that a loan applicant represents.  As part of this, we’ll continue to extract value from the data that lenders are used to getting from us and we innovate by providing new forms of data that can help the many Americans who either face barriers or sometimes pay more for credit because of a lack of credit history or having a credit file that’s too thin.   I’m especially passionate about this as I myself was an immigrant and a thin-file customer at one point. When I came to this country, it was incredibly hard for me to develop a credit profile that I felt accurately reflected my financial situation and the (lack of) risk that I, as a borrower, would represent. But I was lucky as my first lender at the time was patient, just as I needed to be. They spent months seeking additional information about my situation, eventually enough to extend a firm offer of credit.  It is not only immigrants who may face this or similar challenges. The impact of COVID-19 has created a difficult economic reality for many Americans. At Experian, we’re dedicated to having a culture of continuous innovation, from the way we work to the solutions we create to help consumers on the road to recovery.  Especially during times of economic uncertainty, finding innovative means to effectively assess the creditworthiness of these consumers is critical.   That’s exactly what we focus on at Experian in order to help consumers gain financial access and stability.  Alternative data plays a critical role in achieving this. We’re finding new ways to use consumer-permissioned and alternative credit data in the credit scoring process, which can help lenders identify consumers who are excluded from the traditional credit ecosystem, but who can fulfill their financial obligations.  I’ve seen firsthand how our data and technology can help transform the way businesses operate and have spoken to many consumers who leveraged our innovative services to help them thrive in society.  Consumers want to be in the driver’s seat of their credit journey and we’re seeing a greater openness to providing data, which in turn enables lenders to make more informed decisions. This change is disrupting the status quo. Experian Boost is a great example of this. It’s a free and first-of-its-kind financial tool that empowers consumers to add positive telecom, utility and Netflix payment histories directly into their Experian credit file for an opportunity to instantly increase their FICO Score and access quality credit. More than 2.5 million have seen their scores improve with Experian Boost.  So, do credit scores still matter? My answer is that credit reports are more relevant than ever. They matter more than the score alone as they detail a consumer’s financial track record and deliver a historical view of how a consumer is managing and repaying debt over time. This information helps lenders determine who can fulfill their financial obligations and ensures consumers continue to have access to credit so I don’t believe credit reports are going anywhere.   As we navigate the road to recovery, it will be critical that all of us in the financial ecosystem work together to safeguard consumers and to maintain the integrity and openness of the credit market.  The credit report, augmented by consumer-consented and alternative data, is a foundational pillar to achieve both of those objectives.