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
QA Marketing Technologists

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.

“I’ve been working with Turkcell for about six years now. I was on my way to have lunch with my main contact there, Elif, and I bumped into so many familiar faces. We agreed that you don’t often get that kind of long, trusted relationship in business. About two years ago, Elif explained to me that Turkcell needed help keeping customer communications fresh and relevant. Turkcell had a fixed weekly marketing plan, but a week is a long time in marketing. Customers were interacting with them all the time, across lots of different channels. These different types of customer communication cancelled out Turkcell’s planned weekly messages. They had to cancel more than half of their planned contacts. The marketing team were really frustrated – this was a complex challenge to fix. We wanted to create a marketing tool that meant Turkcell could speak to their customers every day instead of once a week. And so the right messages got to the right people at the right time. The team we got together on this project were based all over the world: Turkcell and an Experian team in Turkey, me and my team in Nottingham, our software development team in Bulgaria, our product development over in Washington, and Vusal in Monaco who helped us completely automate the process. Vusal’s fluent Turkish certainly came in useful. I flew over to Turkey a few times during the project. Being onsite made a big difference – it meant we could understand and fix issues in hours, rather than days. There’s one particular time that stands out. It was five weeks before the launch, so we had loads to get through. We worked non-stop for two weeks straight, right through the weekends, making sure nothing would stop us getting the daily marketing tool up and running. We’d each bring in different food and fruits for our ‘table picnic’ to keep us going. There was a lot of attention focussed on this project. When it finally went live, we had a ‘phew’ and a ‘wow’ moment. And then we saw the difference it made. It’s done exactly what we wanted it to do and Turkcell’s take-up rates have improved. And now we’ve won a Global Telecoms Business Innovation award for it. It’s a joint award, for both Turkcell and Experian – which feels right. It was hard work, but worth it.”
The UK is home to some of the brightest minds in the Fintech sector. It is a hive of innovation that is starting to deliver consumer services which challenge conventional thinking about the role and function of traditional service providers. During the last few years we have seen customers develop ever-increasing expectations when it comes to digital services. People are demanding engaging content with useful and simple functionality which delivers a great user-experience. And it is the new entrants into the marketplace, the disrupting Fintechs, who appear to be most effective at meeting this need at present. Start-ups also have the advantage of agility and speed. And the impact of the rapidly evolving Fintech community should not be underestimated. Although we are one of the biggest companies in the world, Experian’s own pioneering application of data, analytics and technology plays an important role in finding new innovative solutions too – from helping consumers understand and improve their financial situations, to supporting the growth of businesses, managing risk and protecting against fraud. Now we’re looking to discover and support a new generation of innovators and entrepreneurs who will change the future of finance. That’s why we’re so delighted to be working with Tech City UK on the FinTech4All competition. The Experian Spotlight Award is designed to recognise a particularly outstanding concept, product or service from all those who enter the contest. It’s our intention to build the award package with the people who win it, depending on what they need – whether that’s mentoring, advice, access to our own expertise, or something else. It’s a hugely exciting project and it’s going to be really interesting to see what kind of original ideas emerge. Interested? Part of a start-up that wants to make financial services work for everyone? Then visit FinTechForAll to enter.

In the aftermath of Hurricane Harvey, the nation is waiting to assess the scope of the damage.
In this article…


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
| Col 1 Heading | Col 2 Heading |
| Col 1 Row 1 | Col 2 Row 1 |


