Consumer First AI: Building AI That Shows Up In Real Life Moments, Like Shopping For Insurance
We believe financial decisions should feel empowering, not overwhelming. Choosing how to protect your family, planning your next move, building your future, these are personal milestones. Yet too often, the tools meant to help consumers navigate them create friction instead of clarity.
We are changing that.
Our Consumer-First AI strategy starts with a simple belief: technology should make life easier for people. We’re building AI-powered experiences that meet consumers where they are, cut through complexity, and provide guidance that feels intuitive, supportive, and genuinely helpful.
Reimagining Insurance Shopping Through Conversation
One example is the launch of our Experian Insurance Marketplace, a leading platform to find and compare auto insurance rates[i], within ChatGPT.
Shopping for insurance has long been a frustrating process. Consumers jump from site to site, repeatedly entering information and trying to decode policy differences, often still unsure if they found the right coverage at the right price.
Now the experience can begin with a simple question inside ChatGPT.
Consumers now can start their journey with Experian and compare estimated rates from more than 35 leading insurance carriers in our network, receive clear coverage explanations, ask follow-up questions in real time, and seamlessly transition into the Experian experience to explore personalized savings and switch carriers. What once took hours across multiple websites can now begin in one guided interaction.
- Reimagining Insurance Shopping Through Conversation
- Powered by Experian’s Innovation Engine
- Just the Beginning
Experian has long helped people build credit, protect their identity, and improve their financial health. Bringing other capabilities, we offer like insurance into conversational AI is a natural extension of that mission
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At Experian, we believe that every individual deserves to feel valued, respected, and supported to thrive. We are dedicated to fostering a workplace where people can bring their full identities to work. This commitment extends beyond any single initiative; it is embedded in how we show up for one another and in how we build a culture where all employees feel seen, heard, and supported.
We are pleased that for the seventh consecutive year, our people-first approach has earned us a top score on the Human Rights Campaign Foundation’s Corporate Equality Index (CEI), securing our place on the Equality 100 list for LGBTQ+ workplace inclusion. This honor comes on the heels of winning Out & Equal’s 2025 Outie award for Workplace Excellence and Belonging, and reaffirms our efforts for a workplace that embraces inclusion.
Every day we work with companies doing amazing things with their data. We are therefore delighted to be sponsoring the very first Experian ‘Data Excellence’ award at this year’s Lloyds Bank National Business Awards. It gives us the chance to celebrate organisations for their innovative thinking and excellent use of data – an area we at Experian are very passionate about. The quality of entries for this category was high, showcasing some real-life examples of how data-driven solutions can not only deliver better outcomes for customers, but also embrace the opportunities presented by an ever-changing data landscape. However, there could only be one winner. So, we are pleased to announce that Cleveland Police are the deserving recipient of the inaugural award for their ‘Golden Nominal’ project – an initiative which demonstrates how the power of better data can have a positive impact on policing. The project responds to the huge challenge that having vast, unquantifiable number of duplicate records was posing on delivering an efficient and appropriate response to the community. And not only has it far surpassed targets in terms of reducing duplicates, most importantly it’s provided opportunities to serve the community better and identify those most vulnerable far more quickly. Such was its innovative nature, the project was recognised at a national level by the Home Office, who provided co-funding from its Innovation Fund – a fantastic result for them. The award was presented by Experian’s Chief Data Officer, Jonathan Westley, to Maria Hopper from Cleveland Police at the awards ceremony in London. She said: “We’re absolutely thrilled to be named as winners of the ‘Data Excellence’ award. Our data initiative allowed us to solve a challenge that was hindering our ability to respond quickly and accurately to those who need it most in our community. For us, winning this award is fantastic recognition of the critical role that data plays in delivering positive policing and keeping people safe.” To hear more from Maria, you can watch this short video. We would like to congratulate Cleveland Police on a well-deserved award win, along with all the other winners on the night. To find out more, you can visit the National Business Awards website.
Following this year’s One Young World summit, we sat down with Jade Starrett, Global Talent and Engagement Director at Experian, and Abigail Lovell, Senior Vice President of Global Corporate Responsibility and Shared Marketing at Experian, to talk about the importance of the summit and how Experian’s partnership with the organisation is helping us to create a better world for our clients and partners. Q: Why does Experian participate in One Young World? A: Jade: I think it’s a really positive, inspiring initiative for us to be involved in as an organisation and it’s incredibly well aligned to our purpose of Creating a Better Tomorrow. So, I think with all the brand work that we’ve been doing over the last couple of years, there’s a huge relevance to what we do, who we are as a business, and what we’re trying to achieve. As of now, we employ 57% Gen Y across Experian and 25% of our employees across Experian are under 30. So, we’re a really young business and I think we all know that for many young people, they’re passionate about social change and they really want to make a difference in the world. A: Abigail: That’s exactly what it is – a way of connecting young people and employees to our brand purpose of Creating a Better Tomorrow. And our ambassadors do this by not just connecting with corporate responsibility leaders around the business but also with other young people around the globe from different companies. These folks are innovators and change makers who bring all of this together to come up with ideas that can positively impact the communities where we live and work. Q: What benefits have you seen from being part of One Young World for the past six years? A: Jade: There are clear benefits for the individuals themselves who participate. They come back from the summit inspired and energised by the people that they’ve met and the leaders they’ve heard. I think they also benefit from the personal growth, development and motivation that the experience also gives them. There is a societal benefit because the work that the ambassadors are leading and pioneering through the organisation positively impacts society and supports our corporate responsibility agenda. We’ve consciously aimed to try to tie in peoples’ ideas and passions with what Experian does as a business and what capabilities we can use to make a difference. A: Abigail: Yes, One Young World has really inspired change makers across our business to make a positive impact in the community. We’ve had projects that support refugees to expand our consumer education programme and to help people get more empowered around finance and credit in their own region. One Young World offers an opportunity to make a positive impact on society and consumers. "I think our aim of celebrating what we do in this CSR space more, talking about it more, communicating it more widely will help us from a talent attraction point of view, particularly with younger people." Q: Why do you think it’s important for Experian to foster a culture of innovation? A: Abigail: Innovation is on the minds of all our leadership team. It’s a key differentiator for us in the marketplace. It’s part of our DNA and is fundamental to the way we make a real impact to society and in the world. We invest in new products and services that help more people get affordable access to essential everyday services. And many of these products started as social innovation projects developed by people in our business, for example Limpa Nome (which translates to “Clean name”) in Brazil. Jade: I also think that to be really creative and innovative, you need to break your normal daily routines and ways of thinking. When you’re put into and immersed in an environment like the One Young World summit, with people who have vastly different experiences to your own, you are inspired to think differently. "Essentially if you think about Experian’s business strategy, innovation is such an important pillar of that strategy for growth. And that’s innovation in terms of social innovation like Abigail talked about, and it’s innovation across our entire business agenda." Q: How does Experian encourage young people to take that learning and bring it back into the organisation? Jade: When we first started looking at our participation with One Young World, the majority of corporates who send people and who have corporate memberships don’t do what we do. We wanted to tie it directly into the business and we wanted individuals to have real skin-in-the-game. So, it was a very conscious decision on our part to create a competition to encourage people to think “what am I passionate about”, “what is Experian trying to deliver for our clients and consumers” and “is there a need for this that we can help fill and create social change” – and use that to apply to become one of Experian’s One Young World ambassadors. A: Abigail: And the way that we do this is ahead of the One Young World summit, our ambassadors identify local social challenges that they are passionate about so they can debate and find innovative solutions with like-minded individuals at the actual summit. When they return, they are fired up, they are ready to draw on the knowledge from the summit, and then they work with the local corporate responsibility teams in the regions to put their learnings into practice to help solve some of the biggest social challenges. Q: Is there a One Young World project that really stands out for you? A: Abigail: Australian Business and Community Network (ABCN) runs the Business Class Program (formerly governed by Schools Connect Australia), a non-profit organisation in Australia that matches companies with schools in disadvantaged communities to improve educational outcomes of students. Sarah Hughes, a member of our first cohort of One Young World Ambassadors leads the programme which is now in its fifth year. This programme has seen 400 employees from Experian volunteer their time and impart their knowledge and skills to students at McClelland College and their teachers. ABCN conducted a thorough evaluation of the students’ progress and found that with Experian’s support, around 600 students showed improvements in educational outcomes. This year, Sarah integrated an exciting new award-winning digital financial literacy programme, Banqer, into the school’s curriculum and it’s being rolled out to 250 students this year. For me, this is a fantastic example of how we can work together to Create a Better Tomorrow.
The following is written by Jan Barratt, Experian. We owe everything to the millions who lost their lives in the Great War, fighting for our freedom. Without their sacrifice, the world we know would be a very different place. This November marks a whole century since the guns finally fell silent on WW1. It’s only fitting we use this landmark anniversary to remember and celebrate everything they did for us. The Games of Remembrance 2018 is an opportunity to do exactly that. Inspired by a generation’s love of football and its ability to unify, The Games of Remembrance harnesses the power of the beautiful game to remind us all of the immense bravery and sacrifice of millions. We’re proud to sponsor the Games and to play a small part in helping those memories live on and to commemorate the people who lost their lives in the conflict. Furthermore, we’re thrilled that this year’s celebration comes to Nottingham, a place where Sir John Peace, Her Majesty’s Lord-Lieutenant of Nottinghamshire, and the late Eric Barnes built up Experian from its roots almost 50 years ago. Today, we employ more than 2,000 people across the East Midlands region. We’re proud to be sponsoring the Games of Remembrance, and we are proud to be part of the Nottingham community. We remember.
Having a diverse workforce is vital to help us innovate and deliver on the needs of our increasingly diverse clients and consumers. Over the years, we've made some great progress, but there's so much more we can do and it's going to take the collective effort of all of us to continue to move the needle. That's why we're gearing up to celebrate International Women's Day (IWD). It's a day celebrated in many countries around the world to recognize the achievements of women and drive equality among men and women. At Experian, IWD activities are extending throughout the month of March. Have a look at what's going on around the world as Experian celebrates this important day: Asia Pacific The Asia Pacific region is hosting a range of activities across our offices in March, which will include round-table and speaker events as well as an opportunity to network and pledge their support for IWD. EMEA and UK&I EMEA and UK&I are joining together for IWD to support and celebrate diversity and inclusion. The week started with a video of employees from both regions reflecting on what diverse teams bring to our business. Employees will also be invited to a variety of events to engage and network with inspirational women and hear stories from our leaders on what diversity means to them personally. Latin America Throughout the month of March, Latin America has been running a campaign to share stories of achievements in their region and raise awareness about breast cancer prevention and other diseases more common in women. On IWD, there will be a panel of women leaders who will address issues such as the social inclusion of women in the region, women's participation in the labor market, Experian's commitment to female leadership and the importance of a work/life In Brazil, IWD is kicking off with a presentation by members of the United Nations to present their 50-50 Gender Equality program (which aims to eliminate gender inequalities by 2030) and how they are working with companies around the world to achieve this vision. Employees will have an opportunity to hear from leaders in our business about diversity and inclusion plans for the region, and listen to a panel of external speakers discuss diversity challenges and career development. North America Our employees in North America will be kicking off the week with celebrations across their ITS’ 13 offices in the region. Each office will have daily activities throughout the week, and all employees – including virtual and those based in smaller offices – will be invited to attend webinars focused on Diversity and Inclusion topics. On IWD, there will be panel discussions with senior leaders who will speak on various career development topics. To close out the week, there will be a special Book Club discussion on March 9. We will continue to update this blog post all week with pictures and other ways we’re celebrating IWD. Bookmark this page and come back.
I work at SEGA, a global games company. I first met Nakamura-san, my contact at Experian, about eight or nine years ago. I remember telling him at the time that I was a little sceptical of credit report and analytic companies – I thought they were either too expensive or their reports weren’t detailed enough. However, a year later I needed help from a company like Experian, and I thought I’d put them to the test. My team and I were starting to communicate with overseas markets, to work with companies around the world. So, I phoned Nakamura-san. It was a business negotiation, so I had my poker face on – I played the usual mind games you have to, insinuating that if Experian did this job well then our company might be able to offer them even more business in the future. Safe to say, they passed the test. We’ve been building a really positive relationship with Experian for the last eight years. We’re working with companies in Hong Kong, Taiwan and London at the moment. To work with them, we need information – for instance, we need to know if they’re actually located where they say they are. Even if a company gives us an address, it’s always possible that it operates from a different country – we’ve all heard about companies and their tax havens. When we have these questions, Nakamura-san and his team at Experian collect and analyse data on these companies, and give us very thorough information – breaking it all down and explaining everything to us really clearly. It’s really difficult to get the rich, detailed analysis of data you need, but Experian provides us much better data than any of our previous credit research companies managed to. They consult with us, and help us use this data to get our business to a better place. I’m very grateful for it – they’ve added great value to our business. Mr. Shinji Mutazono, Team Manager, SEGA Group Companies Finance Department, SEGA Holdings CO., Ltd.
In Malaysia, nearly 280,000 people live without electricity. By volunteering with the Liter of Light program, we’re bringing solar panel lights to remote villages, transforming the quality of life and brightening the darker hours for families. In Malaysia, more than 1 percent of the population lives without electricity – one of life’s basic necessities – which equates to nearly 280,000 people living in darkness after the sun goes down. Some people have never had electricity in their life, making simple tasks like cooking or reading nearly impossible after dark. I wanted to change that. My day job is to support and enable individuals within Experian to pursue various career opportunities, but what I’m most passionate about is the way Experian helps me invest in my local community through the Heart of Experian Corporate Social Responsibility program. This year, my team and I had the chance to collaborate with Liter of Light (LOL) – a global, grassroots movement committed to providing affordable, sustainable solar light to people with limited or no access to electricity. In February, we joined one of their projects to install 60 solar street lights in the village of Orang Asli, an indigenous community in the Cameron Highlands. Over the span of two days in February, a group of 30 Experian volunteers built and installed the solar panel lights. On the first day, the LOL team taught us how to build the panels, teaching us the skills needed to cut wire, assemble PVC pipes and drill holes. The second day, we rode in Jeeps through muddy roads and a three-foot deep river to reach the village. We spent hours unloading the lights and assembling the panel boxes, plotting the village maps and identifying the right spots to install the solar panel lights. I was happy to see some of the local villagers’ curiosity and participation throughout the day. Some helped us assemble the lights while others prepared the right spots for installation by building bamboo stands. The weather was kind to us, so by 5 p.m., nearly all the lights were installed – just before dark! After completing all the hard work, our team recorded a group video using a drone that all of the Orang Asli children chased after. Thanks to our service project providing light to a village in darkness, 150 villagers in Orang Asli will now have more productive, higher-quality lives during the dark hours of the day. I’m so glad I got to play a role in that.
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Ally is a verb, not just a noun, at Experian. Our Experian Pride Employee Resource Group created an allyship training for all employees and a Parents Group to provide resources to parents, caregivers and family members so they can better support LGBTQ+ youth and family. New this year is our updated bereavement leave policy that acknowledges chosen family, which honors the experiences of many individuals in the community.
As Experian Chief Sustainability Officer Abigail Lovell says, “The world works best when everyone gets to live as they truly are.”
At Experian, we remain dedicated to making that a reality.
Learn more about Experian ‘s commitment to inclusion and belonging in its 2025 Power of YOU Reports: English | Portuguese | Spanish
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