NA – North America
Here is what Experian employees are doing in North America …
As part of the company’s commitment to diversity and inclusion, Experian is celebrating Asian Pacific American Heritage Month through May. This article is by Dacy Yee, VP of Marketing and Customer Relationship Management for Experian Consumer Services and executive co-sponsor for Experian’s Asian American Employee Resource Group (ERG). My parents’ story is not unlike any other immigrant story. At 20 years old, they came to the United States from Hong Kong with nothing but a dream for more opportunity and a better life for their family. Their drive and resilience empowered me from a young age. I got my hustle from my dad; he is the hardest-working person I know. Throughout my childhood, he juggled multiple jobs, from working in Chinese restaurants and bagging groceries to becoming a mechanic. He worked his way from mechanic to owner of a gas and service station, often spending early mornings and late evenings opening and closing the shop. I got my toughness from my mom; she always pushed me to be better by making me believe that I was capable, strong and resilient, and by telling me that I could achieve anything I wanted to in life. My parents showed me what courage and determination meant by leaving the familiar in their home country to move here and maneuver a new, unfamiliar culture. They empowered me to work hard and take risks—to always think bigger. Asian Americans have a unique place in history; from the Chinese immigrants working on the railroad in the 1880s to the Japanese WWII internment camps of the 1940s, there’s something to be said about the Asian American story in this country that has only recently been explored in pop culture and entertainment. There’s the quiet, hard work ethic and driven mentality from my parents’ generation that worked so well in certain countries, but a steady drumbeat of wanting to stand out in future generations after that. This has profound implications for professional environments. The generalizations of the silent model minority have been disputed in recent years. Even more so, there’s much to be discussed as to how we carry our past generational habits into the future and how that shapes who we become. The lessons my parents taught me sometimes translate differently and result in the culmination of stereotypes I’ve tried to avoid throughout my career. Putting my head down and working hard might suddenly mean I’m passive. Thinking twice about challenging authority might translate to being soft-spoken or submissive. As an Asian American professional woman, I’m faced with minute-to-minute decisions of when to speak up, when to fight my battles and when to simmer down. There have been studies showing that there is a real “bamboo” ceiling for Asian Americans trying to reach the C-suite level. In fact, Asian Americans are currently the racial group least likely to be promoted to management positions in the U.S., according to a study in the Harvard Business Review. The question is: how do we break through that ceiling? As a company rooted and driven by data, we are constantly looking at numbers in everything we do. This is why we’re hosting a speaker to walk through his findings about what builds and creates this “bamboo” ceiling and how it affects Asian Americans in the workplace. We need to speak up and share our struggles with each other; as part of Asian Pacific American Heritage Month, we’re hosting a panel featuring our own Asian American leaders and professionals to talk about this very issue. To each other, to their colleagues, to their managers and to the larger Experian community. Finally, we’re going to chart the path forward and lead by example. As members of the Asian American ERG at Experian, we’re going to host more skill-building workshops, have open and candid conversations, and keep each other accountable to our stretch goals and ultimately our professional aspirations. As we celebrate Asian Pacific American Heritage Month, there will be an ongoing dialogue of what empowerment means to us in the workplace. Ultimately, regardless of where you come from and how you identify yourself, the resounding lesson is of empowerment; standing up for what you’re passionate about and leading the way for others who will be following in your path.
Technology revolutionizes the way businesses operate, but implementing change within a company is often challenging. Company-wide support is vital to successfully undergo a transformation. At Experian, in 2015, we underwent the task of moving from a traditional computing architecture to the cloud. This is a monumental transformation with our massive digital infrastructure and significant global reach, but it enables us to provide customers with real-time access to data. This journey is featured in the new book, Cascades: How to Create a Movement that Drives Transformational Change, by Greg Satell. Last year Satell’s first book shone a light on Experian’s innovation story. In his latest book he talks about the power of cascades - small groups, united with a common purpose - to drive transformational change within businesses. He gives examples of how some companies succeed, while others fail. Satell uses Experian as a case study and highlights how changes to our culture, organizational structure and skills is allowing us to adopt new technologies quicker, in better collaboration with our customers, to get cutting-edge, innovative products to market faster. At Experian, we believe in the culture of inclusion, which brings a culture of innovation with the added diversity perspective that empowers our people to continue to evolve and create valuable additions to the company during this transformation. Our philosophy is about advancing a culture that not only respects differences, but also actively celebrates them. In Cascades, Satell writes about the idea of small groups, loosely connected, but united by a common purpose. We asked the author for his thoughts about Experian’s technology journey, which he refers to as our digital transformation, and why he’s used Experian as a success story in his book. Q. What are your thoughts about Experian’s digital transformation so far? Satell: What attracted me to the Experian story was how closely it tracked with so many of the social and political movements I researched for my book. Senior leadership at Experian didn’t just try to push its digital transformation through. Rather, they identified those who were already enthusiastic and empowered them to bring others into the fold and they, in turn, could bring others in. That\'s how you create a cascade that leads to transformational change. Q. What has impressed you the most about Experian’s digital transformation, from both technology and human perspectives? Satell: What I found most impressive is that Experian is able to break free from decades of legacy and build a new future for itself. That\'s a very hard thing to do. You have all this infrastructure that served the business so well for so long. I mean you\'re talking about decades of investment. Still, the company leadership was able to step back and say, ‘That\'s our past and we\'re proud of it, but it\'s not our future’, and move forward from there. Q. Have you seen any examples of how our digital transformation is driving innovation within Experian? Satell: Well I think it has driven a lot. Things like Experian’s Analytical Sandbox, the Ascend platform and much of the current work around Artificial Intelligence (AI) wouldn\'t be possible without moving to more of a cloud infrastructure.
Inclusion is at the heart of everything we do, and we’ve made it a priority to embrace the diversity that makes up the Experian family. This is why we’re especially proud to release our 2018 The Power of You Inclusion & Diversity Annual Report, highlighting the strides we’ve made to celebrate our diverse work force and create an inclusive company culture. \"We believe that embracing a truly inclusive culture, where everyone has a real sense of belonging, is critical to building a diverse workforce and fostering innovation,\" says Craig Boundy, chief executive officer of Experian North America. \"We don\'t just encourage inclusion at Experian, we celebrate it.\" The Power You initiative was created to recognize ways we can create a more supportive work environment and provide greater transparency into our commitment towards diversity and inclusion. We’ve instated progressive policies and programs, such as flexible working, paid parental leave and Experian clubs, to help foster support, empowerment and employee pride about working for Experian. Here are some of the highlights from the report: 89 percent of employees across North America agree that creating a diverse and inclusive work environment is at the forefront of Experian\'s values More than 900 employees joined our 8 Employee Resource Groups (ERGs) From 2017 to 2018, the percentage of women hired into executive positions increased from 31% to 38% Nearly half of our job applicants were non-white, a 10% increase from 2017 Volunteer Time Off (VTO) was increased from one day to two days Experian North America was honored with a North America Great Place to Work certification and regional Top Workplaces awards From the events organized by our Employee Resource Groups (ERGs) to the support provided by our Experian Hardship Fund, The Power of You initiative is exemplified by the work and dedication our employees have invested to help in our mission to create an inclusive workplace. \"Creating a better tomorrow starts within the company, and that\'s why we\'re committed to diversity and inclusion,\" adds Justin Hastings, chief human resources officer of Experian North America. \"We search the globe for the very best people so we can innovate and meet the needs of our increasingly diverse clients. Drawing on this collective strength is what truly makes us a top workplace.\" Our dedication to creating a more inclusive and supportive workplace has not gone unrecognized. We’ve been honored with a number of high-profile employer awards, including being named the #1 Top Workplace in Orange County by the Orange County Register and one of the World’s Most Innovative Companies for the fifth consecutive year by Forbes Magazine. Innovation starts with creating an inclusive culture and growing a diverse workforce. We are proud of the supportive work culture we’ve created and will continue finding ways we can further build upon the progress we’ve made. A copy of this year\'s report can be found here. Photos taken by Nhan T. Nguyen.
The Human Rights Campaign (HRC) Foundation has recognized Experian with a 100 percent score on their 2019 Corporate Equality Index (CEI), earning the distinction as one of the “Best Places to Work for LGBTQ Equality”. The CEI is the nation’s premier benchmarking tool in evaluating corporate policies and practices related to LGBTQ workplace equality. We are honored to have received such top marks alongside some of America’s most respectable companies. “Our mission as a company is to create greater financial inclusion for consumers, but inclusion also means creating an open and accepting workplaces where everyone can thrive,” said Craig Boundy, chief executive officer of Experian North America. “We work hard to make diversity and inclusion a priority in our company culture, and our efforts are showing real results.” We strive to celebrate our company’s diversity by creating an inclusive workplace environment where employees feel supported and appreciated. We’ve launched initiatives and implemented policies that have solidified our commitment to being a strong ally to the LGBTQ community. Our dedication to foster a supportive work culture for our LGBTQ employees is exemplified by such practices as: Our progressive benefit programs, which include transgender services and offer equal coverage to same and different-sex domestic partners and spouses. Our non-discrimination and equal employment policies go beyond federal requirements, ensuring equal treatment regardless of “gender identity” or “sexual orientation.” Our dedication to be inclusive through executive sponsorship and the Power of YOU initiative which facilitates Employee Resource Groups and Clubs. \"The top-scoring companies on this year\'s CEI are not only establishing policies that affirm and include employees here in the United States, they are applying these policies to their global operations and impacting millions of people beyond our shores,\" said HRC president Chad Griffin. Practicing an inclusive work culture has always been one of our top priorities and being honored by the HRC demonstrates our dedication to that goal. We are proud to support our LQBTQ employees, along with the diverse work force that make up the Experian family. For more information on the 2019 Corporate Equality Index, download the HRC report.
Today marks a notable milestone in our company’s history and for consumers. Today we officially launched Experian Boost, a free tool that, for the first time, will allow millions of consumers to add positive payment history directly into their credit file for an opportunity to instantly increase their credit score. For the past several years, we have been working to develop new products and innovations that will disrupt the credit industry and help improve the financial lives of consumers. This commitment to financial inclusion has defined us and created a real sense of purpose for everyone who works here – and that purpose is realized with the launch of Experian Boost today. There are more than 100 million Americans who don\'t have access to credit today. A low credit score, due to a thin file or incomplete information, may force these consumers to rely on high interest credit cards and loans. The fact that many of these consumers consistently and responsibly pay cell phone and utility bills on time every month hasn’t seemed to matter. At Experian, we know that’s not right. A good credit score is a gatekeeper to better financial opportunities. We need to develop products and services that make achieving and maintaining a good score easier, not harder. As the consumer’s bureau, we want to ensure that as many people as possible can access and participate in the financial system, and we believe everyone deserves a fair shot at achieving their financial dreams. We have a fundamental mission that is shared by our colleagues around the world: to strive to be a champion for the consumer. With Experian Boost, we\'re bringing that mission to life and I couldn’t be prouder. Many of our colleagues at Experian worked tirelessly over the last few years to make this day a reality. To everyone who’s played a part, I offer my very heartfelt thanks. It’s truly a great day to be a part of Experian, and we know there will be a lot of great days ahead for all the consumers who will benefit from having their credit score truly reflect who they are. To find out more about the Experian Boost, please visit experian.com/boost.
The Women in Experian Employee Resource Group recently celebrated International Women’s Week with a series of events, including executive panels, speakers and book club meetings. The theme of this year’s event is Better Balance = Better Experian, focusing not only on bringing awareness for gender balance, but also celebrating inclusion. The activities are part of Experian’s commitment to advancing a culture that not only respects differences, but actively celebrates them. We call this The Power of YOU. During the week, we announced that Merideth Wilson, Senior Vice President and General Manager of Revenue Cycle Solutions for Experian Health, will be the lead ambassador for the Women in Experian (WiE) Employee Resource Group in North America. Throughout the year, Wilson and a global team of female leaders from across the business will plan initiatives designed to help women achieve their ambitions and build successful careers. In a Q and A this week, Wilson shared her thoughts and provided tips for women on how to be successful in the workplace. Q. Why is confidence so important for women to reach their career goals? A. Confidence is key for anyone wanting to reach their career goals, but I find it’s especially important for women to find their voice and be able to confidently express themselves. Women need to ask for what they want more often and be vocal about their career aspirations on a regular basis versus waiting for an annual review discussion, for example. Messages typically are delivered and received more successfully using a confident tone; authenticity in a person and one’s message is also very important. Q. What advice can you provide when it comes to accountability? A. Women have to hold ourselves accountable, both professionally and personally, and deliver/drive the results we say we will (or sign up for). Being accountable means taking personal responsibility for the outcome and removing the roadblocks in our way to achieving our goals. I often find that “credibility” is tied to “accountability,” and the importance of how we as women conduct ourselves in driving to the results cannot be overstated. Q. What are your thoughts on communication skills and being self-aware? A. Women need to know their audience. Effective communication often requires different styles and mediums depending on the situation and environment. One of the greatest communication skills a woman can have is the ability to confidently present in public. Public speaking is scary to many, but with practice it can be a woman’s best asset. Q. Explain how empathy and honesty can be key to career growth. A. Integrity, honesty and trustworthiness are three key traits to help propel a person’s career growth. It is nearly impossible to grow one’s career without the ability to truly relate to others with understanding, appreciation and respect for another person’s journey or perspective. Q. Why is it important to be inspirational and optimistic in the workplace? A. Good leaders inspire others to do more, be more and produce more. I find that people generally want to work with people they like, trust, admire and find upbeat. Bringing our full selves to work each day — in mind, body and spirit — helps contribute to a happy, productive and fun work environment for all, and it’s something we should aspire to each day. About Merideth Wilson Wilson is Senior Vice President and General Manager of Revenue Cycle Solutions for Experian Health, a position she assumed in September 2014. In this role, she serves as the executive responsible for the Claims, Contract Manager, Patient Estimates and Medical Necessity solution suites and operations. Wilson joined Experian in January 2004 through the Medical Present Value, Inc. (MPV) acquisition. She has held various leadership positions in operations, product management and development, outsourcing services, client delivery, and strategic marketing and planning. Wilson earned a Master of Business Administration from Mercer University and a Bachelor of Business Administration from Baylor University.
Today I testified before the U.S. House Committee on Financial Services. Many important questions were asked: Are we doing enough to ensure the accuracy and security of consumer data? What are we doing to help promote financial inclusion so that millions of American consumers can finally gain access to the credit they deserve and need? On behalf of everyone at Experian, I was proud to share with the committee that financial inclusion is part of our sense of purpose. This sense of purpose is what drove us to create game-changing initiatives like Experian Boost, which will help millions of Americans instantly increase their credit scores and gain access to better financial opportunities. I also commented to the committee that nothing was more important to us than ensuring the security and accuracy of consumer data, and our mobile-optimized online dispute resolution service is evidence of that ongoing commitment. You can read the full text of my written testimony here. However, the issues discussed today need to be part of a larger and ongoing dialogue. Credit is vital to buying a place to live, a car to drive and paying for everyday expenses. We know we have a special responsibility to play in what is arguably one of the most effective credit ecosystems in the world. We take that responsibility very seriously. But we also know that winning the trust of consumers is something we need to consistently earn. We hold ourselves accountable for doing that every day and agree with committee members that everyone involved in consumer credit should do the same. We are proud of what we have accomplished so far, but we know we can and must go further. We need to constantly strive to reinvent what is possible by leveraging new technologies and innovative solutions. Today’s consumers and even our lending customers should expect nothing less from us. And Congress has an important role to play, too. We strongly support legislative initiatives like the Credit Access and Inclusion Act, which would amend the Fair Credit Reporting Act and allow positive consumer credit information, such as on-time payment histories, to be shared with consumer reporting agencies. This proposed legislation would also remove barriers to financial inclusion, such as state and local laws that prevent public utilities from sharing positive customer payment data. While many voices need to contribute to a robust dialogue on the future of the credit economy, it seems clear that the most effective solutions will stem from consumer demand and not legislation or regulation. There are over 100 million American consumers who don\'t have access to credit today, either because their credit scores are too low, or because they don\'t have enough credit history. Most of these individuals have never heard of Experian and have little if any idea of what we do. That’s ok. We know the struggles they face and we have some ideas on how we can help make a difference. In many ways we already are and we’re ready to roll up our sleeves to do even more in the future. Millions are counting on us.
Experian Health has announced a partnership with Change Healthcare, a leading revenue cycle management provider, to jointly provide an identity management solution to solve patient identification and duplication challenges most often occurring during the patient registration process. Accurate identification of patients across care settings is one of the most common challenges in healthcare today. Improper identity management plagues multiple aspects of the healthcare system and all stakeholders, including providers, payers, pharmacies, employers, and consumers. Without accurate record matching, patients can be put at risk. According to statistics cited by Pew Research Center up to 20 percent of patient records are not accurately matched within the same healthcare system—driving up costs, creating inefficiency, and risking patient safety. The solution delivered to the market will leverage Experian Health’s robust identity management capabilities, along with Change Healthcare’s Intelligent Healthcare NetworkTM connecting providers and payers, to accurately identify patients and match records within and across disparate healthcare organizations. With the companies’ extensive footprint across healthcare providers, and Change Healthcare’s ecosystem of over 700 channel partners, the partnership will aim to deliver trusted identity management capabilities that are integrated with healthcare workflow applications across the continuum. “It’s imperative the healthcare industry focus on accurate patient identification and data management to improve overall patient safety,” said Jennifer Schulz, group president, Experian Health. “This new partnership aligns with our commitment to connect and simplify healthcare in a data-driven world, and ultimately deliver an optimal consumer experience.” At launch, the solution is expected to be available to all providers and payers in the United States. Currently, Experian’s Universal Identity Management solution, in particular, now includes 136.3 million people, representing 42.6% coverage of the U.S. population, and that number continues to grow every month. This partnership will expand the company’s reach even more with partners such as payers and smaller clinics to scale its identity solutions at a quicker pace and benefit the entire industry. “We are pleased to be able to move our business forward with key collaborations that will help us deliver a seamless and scalable identity management solution to more organizations,” added Schulz. “We look forward to working with Change Healthcare and exploring more partnership opportunities with them that can continue to address the healthcare industry’s most pressing operational issues through the power of data and analytics.”
I nearly made a bad mistake a couple of weeks ago after I received an email from a top online retailer stating there was a “problem with my recent order.” I had recently purchased several items and knew that any delay would jeopardize my holiday gift delivery. I was just about to click the “Login” button and then stopped. Thankfully, I had the presence of mind to double-check the sender, and, it wasn’t my favorite shopping site after all – just a really good fake email from a phishy sender. I had almost fallen victim to one of the oldest and most common fraud scams in the books — a phishing email. Phishing is the fraudulent practice of sending emails claiming to be from reputable companies. Fraudsters do this to get recipients to click a link and reveal personal information, like passwords and credit card numbers. Sometimes, they will even install malware on your mobile device or computer, directing you to a fake storefront to pilfer information like bank accounts or create new fraudulent accounts using your identity information. First, I thought, “Wow, what a dumb mistake, especially given our focus at work.” But phishing scams today have become more sophisticated and personal. We are all busy with life – our work, family, commute, and dinner plans, along with keeping up on the latest news cycle. Virtually anyone could be inclined to quickly click on a link stating there is an issue with their recent order. The best phishing scams are those that appear to come from a trusted source and reference real information about you, one of your recent shopping orders, or your personal preferences. Sometimes, a scam can even take the form of an “update” on the delivery of your recent orders, and you might rush into clicking links to resolve the problem. Know then trust What is it about phishing scams that make them so effective? It is the personal nature of the attack. The best ones are those that appear to come from a trusted source and discuss information about you, a recent order, your personal preferences, or even just to provide an “update” on delivery to rush you into clicking based on an issue or delay. One extremely lucrative attack that comes to mind is a recent UK bank attack where fraudsters obtained banking login credentials and accessed accounts in an attempt to submit fraudulent wire transfers. Posing as bank employees, the fraudsters contacted the accountholders to let them know that a fraudulent wire transfer attempt had been made on their account. And in order for the bank to cancel the wire, they needed the accountholders to provide a confirmation code that they would receive instantaneously through their mobile device to confirm their identity. What the accountholders didn’t realize is that the bank’s standard process for any wire transfer was to send a one-time password to the mobile phone number on file to confirm an abnormal transfer’s authenticity – not to stop fraudulent attempts. So, when the accountholders received the passcode, they unknowingly provided them to the fraudsters over the phone, effectively authenticating the transfers with the bank. Oh phishing fraud… Oh phishing fraud… But what about the holidays, you ask? Given our chaotic lives, fraudsters love to use phishing during the holidays. Attackers generally focus on major online retailers to enable the largest possible attack. Many consumers have established two-factor verification for accounts with top online retailers, but fraudsters can use this to their advantage if you’re not vigilant. For example, a scammer might send an email to suggest there is a problem with your recent order, then when you click on a link in the email to check on the issue, you might see a pop-up indicating that you’re using a different device than previously seen in the account. Without thinking too far into it, you’re given a one-time passcode that you enter to confirm your identity. The attacker can use your credentials and passcode to successfully log in as you, purchase goods using on-file payment information, and have the goods shipped to an alternate address. Another effective method for fraudsters is to leverage mediums that billions of consumers around the world use daily, like social media. This is the time of year where everyone is sharing photos and links with their friends and family – which is a prime opportunity for fraudsters to use malware or keyloggers to access social media accounts, masquerade as you, and amplify attacks by reaching out to all of your connections. And since fraudsters can just as easily take advantage of the latest AI and machine learning advances, scams are more sophisticated than ever before. Today’s attacks often use millions of servers worldwide to make attacks appear personal – to look like messages from a friend, family member, or other connection. They know your name, mention something personal that they found on one of your social media posts and ask you to do something – like click on the latest viral video or picture. This can all be done automatically and be sent to millions of people at the touch of a button. Send phishing scams on their way I know this all seems unsurmountable, but there are things that businesses and consumers can do to identify if they’ve been a victim and to avoid becoming a victim in these types of schemes. From a business perspective, the most effective approach is to assess users’ historical behavior. Are you seeing a large number of customers trying to move similar amounts to recently linked accounts or purchasing huge volumes of in-demand items? Perhaps the contact center is getting a lot of calls claiming fraud, which can be a sign of recent fraud attacks. Businesses can closely monitor transactions, educate their employees and customers to not click on untrusted links, and make sure there is more than one person to sign off on any account changes or large money transfers. For consumers, the number one thing you can do is to immediately contact the organization or financial institution where you were victimized. I know this takes time out of an already busy day, but it provides the best chance of recouping any lost funds. The other thing you can do is to immediately notify your social contacts about the scam if you’ve fallen victim. That way, others can protect themselves and help limit the damage and spread of any phishing incident. My experience with an “almost” phishing scam is that no one is immune. But the more everyone is aware of the potential consequences and how they can protect themselves, the less likely phishing attempts will be successful. Check out the Experian Insights blog to learn more about how Experian helps businesses and consumers during the holidays and throughout the year.