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.
You may have recently seen the announcement of Experian’s new Employer Services business. While we have a longstanding history of serving multiple industries, we recognize some may wonder what prompted Experian to enter this space. It may even seem like a means to another end. In an effort to dispel any preconceived notions, I’d like to highlight what led us to invest in this business, how we plan to address employers most pressing pain points as employees return to work and what the industry can expect from us. The truth is our clients asked us to enter the employer services market. Employers have been seeking alternatives to legacy services. They’ve been asking to have a company of Experian’s scale and capabilities fill in the gaps, invest in innovation, and provide high-touch customer support. Essentially, our goal is to deliver on their ask and be an indispensable partner to employers across the U.S. Here are three ways we are bringing this vision to life: 1. The industry’s best and most trusted providers are now part Experian. A critical piece of our strategy is to bring together the best the industry has to offer. We have a solid track record when it comes to acquiring companies who disrupt industries with innovative solutions to difficult problems. So, we scoured the market to identify companies that would allow us to provide unmatched human capital management expertise. Through our acquisitions of Emptech, Corporate Cost Control (CCC), and Tax Credit Co. (TCC), I am confident we have assembled the best-of-the-best. Individually, each company has a trusted reputation for providing unmatched service to some of the most recognizable brands. As we come together, we are leveraging our combined capabilities to deliver secure, scalable and transparent services to even more businesses. We can assist employers across industries with streamlining complex and time-consuming Human Resources activities and support their finance team’s tax credits processes, through services including: Electronic I-9 verification management Unemployment claims management Employment and income verification fulfillment Tax credits and incentives management, including Work Opportunity Tax Credits (WOTC) Ultimately, we are helping employers turn workforce management into a competitive advantage by improving candidate and employee experiences, safeguarding employee information and maximizing the benefits of various tax credits programs. By leveraging our experts, our clients can spend more time focusing on their people. 2. Our services are backed by high-touch customer service and powered by industry-leading innovation. While we are rightfully recognized as the largest credit bureau in the country, I’ve personally seen our business grow over the past 20 years into something much more than a credit bureau. We are a global technology company and market leader in business insights and analytics, focused on empowering consumers. We invest heavily in innovation across a wide spectrum of industries, and we are committed to investing long-term in technology and processes to improve outcomes for employers and their employees. In fact, Experian has been recognized as one of the most innovative companies in the world by Forbes for several years – for our work in all of the industries we serve. At the same time, our services are delivered with the highest standards of data privacy, accuracy, security and transparency. Our clients will always know how their data is being used and how it benefits their employees. Our business continues to evolve to deliver world-class services for our clients and consumers. We’re bringing this same innovative mindset and focus to meet the evolving needs of employers. 3. We’re “All In” on Employer Services. While we recognize the employer services space was ripe for innovation long before the pandemic, the ensuing stay-at-home orders, rising unemployment, reemployment and legislation changes created a perfect storm for employers, Human Resources and finance professionals. We’re facing an entirely new set of workforce challenges today. Whether you need unparalleled unemployment claims management, tax credit expertise, verification of income and employment reliability and transparency or work eligibility certification, we’re here to bring the best Experian has to offer to help and we’re going all in. Our promise is that we will listen to our customers to understand their unique needs and invest to provide the capabilities and high-touch service tailored to best serve them. We know employers need a partner they can trust, who is focused on their business and their employee’s experience and who will bring new ideas to the table on managing a complex workforce in this ever-changing environment. We have the teams in place with deep expertise to tackle the toughest challenges. We’re thrilled to be here, and we’re committed for the long-term. You can learn more about our Employer Services business by visiting www.experian.com/employer-services.
The use of digital payments continues to trend upwards. While the pandemic pushed consumers online quickly out of necessity, it has since become a preference due to the convenience factor. As businesses transform their operations to accommodate this rapidly growing volume of digital transactions, they must factor in the additional vulnerability caused for online fraud and identity theft. At Experian we are committed to helping our clients improve the customer experience, while at the same time protecting consumer identities and information. Experian was recently acknowledged in Juniper Research’s Online Payment Fraud Deep Dive Strategy & Competition 2021-2025 as an established leader in fraud detection and prevention. Juniper Research, one of the leading global analyst firms in the mobile and digital technology sector, scored Experian high for their marketing & branding strength, service range & features, financial performance in the sector, experience in the sector, operations & global reach, partnerships, creativity & innovation, and future business prospects. View infographic with key fraud trends According to Juniper Research, “Experian continues to invest into its fraud detection and prevention solution and uses its vast array of customer data to deliver an effective set of solutions across the entire consumer journey, from onboarding, through account management/account takeover and transaction risk mitigation.” The reports highlights Experian CrossCore platform noting, “Experian leverages a combination of proprietary solutions and partner capabilities and data – integrated into its CrossCore platform – where it leverages a robust machine learning approach that takes into account these dynamic sources of data.” All of Experian’s fraud detection and prevention services are available through Experian’s CrossCore partner ecosystem, which combines advanced analytics, rich data assets, identity insights and fraud prevention capabilities. Businesses using the Experian CrossCore partner ecosystem can connect any new or existing tools and systems in one place to quickly adjust strategies based on evolving threats and business needs, which helps to improve efficiency and reduce operational costs. Learn more about the CrossCore platform here.
At some point in all of our lives, we will know, or perhaps be ourselves, a person with a disability. It’s a natural part of the human experience, and it crosses lines of age, ethnicity, gender, gender identity, race, sexual orientation, socioeconomic status and religion. Globally, more than a billion people are part of this community. As society recognizes this commonality, it’s critical that companies do too. Experian does, and I’m happy to share that we have been named to the 2021 Disability Equality Index (DEI) as a Top Scorer. This honor from Disability:IN and the American Association of People with Disabilities (AAPD) is considered the most robust disability inclusion assessment tool in business. At the most important level – for our people – it means we’re creating an environment where employees of varying abilities know there is place for them at Experian. To know they feel supported, and that we’re going to do all we can to ensure they continue to grow and develop their careers is the most meaningful part of this award. Part of our ongoing commitment includes having an individual who focuses on ensuring our systems, facilities and processes evolve and ultimately exceed regulatory requirements. Only a handful of companies across the nation has a role focused on disability inclusion; it’s exciting to be one of the trailblazers of this work. Being named a 2021 “Best Place to Work for Disability Inclusion” acknowledges this point in our journey and we will continue the work in all the countries in which we do business. This work matters.
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.
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
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