Experian, a global leader in data-driven services, is taking a calculated approach to integrating generative AI—not to follow the hype, but to maximize the value of its massive consumer data assets. Shri Santhanam, EVP and GM of Platforms, Software, and AI, has led this transformation through a well-defined, four-pronged strategy: Products, Productivity, Platform & Governance, and Education & Adoption.
Driving Value Through Products and Productivity
Rather than relying on traditional pilots, Experian introduced scalable AI solutions early on. For consumers, a virtual assistant now delivers advanced financial guidance, interacting with over 16 million users and offering insights once reserved for credit experts. On the B2B front, Experian launched the ‘Experian Assistant’—an AI-powered, always-on data advisor that makes proprietary data easily accessible to clients, earning accolades for innovation.
Internally, the company embedded Gen AI tools across engineering, customer service, and knowledge functions, enhancing workforce productivity. These tools are enabling employees to focus on complex, high-value tasks rather than routine work.
Building Trust with Robust AI Governance
Experian sidestepped the pitfalls of fragmented AI experiments by establishing a unified internal AI platform and a governance framework from the beginning. A dedicated risk council evaluates each AI application to ensure data privacy, regulatory compliance, and ethical use—keeping innovation aligned with Experian’s core values.
Empowering Employees Through Education and Adoption
To ensure widespread adoption, Experian launched company-wide hackathons, interactive AI seminars, and personalized training programs. This grassroots engagement has fostered a strong culture of innovation, with ideas emerging not just from leadership, but from across its 20,000-strong workforce.
Results and the Road Ahead
The company tracks success through clear KPIs—ranging from consumer engagement metrics like monthly active users and NPS scores, to internal productivity and adoption rates. In the B2B space, the Experian Assistant has cut task completion times by up to 75%.
Looking forward, Santhanam envisions a future dominated by “trusted agents”—AI systems that deliver not just functionality, but reliability and ethical transparency. With its strategic and balanced approach, Experian sets a benchmark for enterprise-scale AI adoption grounded in trust and impact.
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Source: Ceoworld.Biz
