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.
In a world where financial stress affects the majority of adults, it’s easy to feel overwhelmed and isolated. The good news? You're not alone, and there's a way out. Why it matters: Our recent research sheds light on the prevalence of financial stress among U.S. adults. Nearly 70% of adults feel they have suffered or are currently suffering from financial trauma. This research highlights the urgent need for increased financial education and planning. In addition to job loss, financial fallout from the pandemic, or other economic challenges, a lack of discussion about money growing up and limited access to trustworthy information about finances may be two factors contributing to financial stress: More than half (51%) stated their family rarely or never spoke about finances. This lack of discussion left 43% of those who rarely or never spoke about finances growing up feeling like they never learned about financial planning and 42% stating they never learned to use credit or build their credit scores. 37% of adults are unaware of where to access trustworthy information about financial literacy. So, how can we alleviate financial stress? While reducing financial stress will take a multi-faceted approach and will, in many ways, depend on a consumer’s unique financial situation, our survey revealed a common theme: more education would help consumers feel better about their financial situation. A majority (55%) said access to more financial education would help alleviate their financial stressors. In addition, 45% believe establishing a more concrete financial plan for their future would reduce their financial anxieties. Experian’s free tools and resources Education is central to our mission and we are committed to connecting consumers with tools and financial resources to live more financially empowered lives. If you’re battling financial stress, seeking financial education or working on building a financial plan for your future, here are a few ways we can help: Experian Boost®: Consumers can add positive telecom, utility, video streaming service and qualifying rent payments to their Experian credit file for an opportunity to improve their credit scores by visiting experian.com/boost.[1] Experian Go: Consumers without an established credit history can download Experian’s mobile app and enroll in a free Experian membership to establish, use and build credit responsibly with Experian Go. Experian Smart Money: Earlier this month, Experian released the Experian Smart Money™ Digital Checking Account & Debit Card[2] that embeds Experian Boost. Now it is even more convenient for consumers to use Experian’s feature and improve their credit profile, while also benefiting from an industry-leading suite of financial tools all in one place. Experian’s official credit advice blog, Ask Experian, has answers to common questions, advice and education about credit. Consumers can find additional credit education resources at http://www.experian.com/consumereducation. Free credit monitoring and alerts: consumers can sign up for credit monitoring and receive a free copy of their Experian credit report and FICO Score®[1] monthly at experian.com or via Experian’s mobile app. Experian’s mobile app also offers access to personal finance and credit building tools such as: Industry collaboration is key The onus to overcome financial challenges and stress does not fall solely on consumers. As a financial services community, we have a responsibility to make financial education materials available to consumers. Each of us holds a different piece of the puzzle. For instance, we’ve long partnered with organizations dedicated to helping consumers navigate and overcome financial challenges, including the National Foundation for Credit Counseling (NFCC). The NFCC has personalized resources available to help consumers, including 1:1 credit counseling. Consumers can receive one-on-one support from one of over 1,200 certified financial counselors at 250 locations across the U.S. to establish debt relief plans through the NFCC by visiting: https://www.nfcc.org/ By fostering collaboration among various stakeholders, including nonprofits, community leaders, credit bureaus, and other financial institutions, consumers can gain a comprehensive understanding of the different components of the financial system. Additional key findings include: Methodology Experian commissioned Atomik Research to conduct an online survey of 2,001 adults throughout the United States. Researchers controlled for demographic variables such as gender, age, geographic region, race and ethnicity in order to achieve similar demographic characteristics reported in the U.S. census. The margin of error of the overall sample is +/-2 percentage points with a confidence level of 95 percent. Fieldwork took place between August 22 and August 28, 2023. Atomik Research is a creative market research agency. 1 Credit score is calculated based on FICO® Score 8 model, unless otherwise noted. In addition to the FICO® Score 8, we may offer and provide other base or industry-specific FICO® Scores (such as FICO® Auto Scores and FICO® Bankcard Scores). Your lender or insurer may use a different FICO® Score than FICO® Score 8 or such other base or industry-specific FICO® Score (if available), or another type of credit score altogether. Learn more. 2 Results will vary. Not all payments are boost-eligible. Some users may not receive an improved score or approval odds. Not all lenders use Experian credit files, and not all lenders use scores impacted by Experian Boost®. Learn more. 3 The Experian Smart Money Debit Card™ is issued by Community Federal Savings Bank (CFSB), pursuant to a license from Mastercard International. Banking services provided by CFSB, Member FDIC. Experian is a Program Manager, not a bank.
Generative A.I. is rapidly transforming every industry as we know it and introduces a whole new world of opportunity and risk. At Experian, we already have many years of experience in machine learning, neural network embedding and artificial intelligence. Because of this, we’re established as a trusted leader in the space and are uniquely positioned to champion the ethical, responsible and compliant use of generative A.I. We manage the risk while advancing the opportunity. This was one of the key themes emerging from a recent panel discussion for Bloomberg’s Intelligent Automation Event in London that I participated in with Thomas Duecke, COO, Digital at BT Group, Marc Palmer, CTO at T-Systems and Amy Thomson, Bloomberg’s EMEA Technology Team Leader. At Experian, we support the responsible use of generative A.I. to accelerate new product offerings, drive operational productivity, increase financial inclusion, and foster an adaptive approach to using the technology. I’m personally very passionate about this as my team is dedicated to creating innovative solutions that enable clients to better automate processes across a variety of use cases including fraud prevention, lending and process optimization. We’re always looking for new data-driven solutions that can create meaningful change for consumers around the world. That’s why our teams are focused on advancements through generative A.I. and identifying use cases across many aspects of our internal operations as well as within our customer-facing portfolio of products and services. We’re encouraged by the opportunities generative A.I. can facilitate when it comes to productivity. It can allow us to automate processes that are mundane or labor-intensive and enable employees to focus more of their time and energy on creative decision making, problem solving, and more effective collaboration. We’ll continue to leverage our expertise and knowledge in broader intelligence fields to uncover the opportunities this next chapter will provide for our business, clients and consumers. Bloomberg Intelligent Automation
Our mission at Experian Consumer Services to achieve Financial Power for All™ drives our purpose and innovation. As part of this focus, we aim to help the more than 28 million1 consumers who are considered “credit invisible” with no or little credit history to gain fair and affordable access to credit. Continuing in our commitment to financially empower consumers, we are excited to announce today the launch of the Experian Smart Money™ Digital Checking Account & Debit Card2. What makes the Experian Smart Money Account unique is that it takes one of our most successful features ever in Experian Boost®3 to a new level of ease by embedding the feature in our new digital checking account. Experian Boost is a free game-changing feature launched in 2019 that allows consumers to contribute positive payments for eligible bills such as utilities and residential rent to their Experian® credit reports to potentially increase their credit scores. More than 14 million consumers have already connected to Experian Boost – via their existing checking account or credit card – with an average FICO® Score 84 increase of 13 points, among those who saw an increase. Now, the Experian Smart Money Account will drive efficiencies for consumers by allowing them to build credit more easily without debt and manage their day-to-day finances in one place. Helping consumers along their financial journeyWe understand that every consumer has different needs when it comes to their finances. When consumers engage with Experian, they can tap into many resources such as Experian Go™, which allows consumers to directly establish an Experian credit file for the first time and take off on their credit journey. For consumers who already have a credit profile and are looking to build their credit history and potentially increase their credit scores, they can leverage Experian Boost to contribute eligible payment history to their Experian credit file. Now with the Experian Smart Money Account, Experian is building upon these innovations and creating an even more robust credit and financial hub beneficial for various life stages. In fact, being credit visible and establishing a good credit score is essential for achieving many goals like moving into a new home, buying a car or securing employment. The positive impact we can have on consumers’ financial lives is what motivates us every day to create products and tools like the Experian Smart Money Account. Making ‘smart’ money movesWhile Experian is entering a different category of services, offering a digital checking account is a natural next step for us to help consumers reach their financial goals. The Experian Smart Money Account could most benefit consumers who are looking to build their credit profile. So, we believe our credit-building power makes this offering a positive complement to other financial products and services in the market. The Experian Smart Money™ Account accelerates, supports, and enriches consumer choice to build credit responsibly, which has a direct impact on the growth of credit-eligible populations. It benefits both consumers and broader financial institutions, and we are dedicated to playing a special role in the financial ecosystem helping consumers leverage debit and credit to their advantage. For more information about Experian Smart Money™ Account, visit www.experian.com/smartmoney. 1 Financial Inclusion and Access to Credit by Experian and Oliver Wyman, October 2021 2 The Experian Smart Money Debit Card™ is issued by Community Federal Savings Bank (CFSB), pursuant to a license from Mastercard International. Banking services provided by CFSB, Member FDIC. Experian is a Program Manager, not a bank. 3 Results will vary. Not all payments are boost-eligible. Some users may not receive an improved score or approval odds. Not all lenders use Experian credit files, and not all lenders use scores impacted by Experian Boost®. Learn more. 4 Credit score calculated based on FICO® Score 8 model. Your lender or insurer may use a different FICO® Score than FICO® Score 8, or another type of credit score altogether. Learn more.
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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