Experian
Financial Data & Decisioning Provider (UKI & EMEA)
The Challenge
Operating across the UK, Ireland, and EMEA, Experian needed to transform how customer insight, service delivery, and operational governance came together to create value for both B2B and B2B2C clients.
Despite global scale and market leadership, fragmented systems, rising complexity, and inconsistent client engagement were hindering growth and customer retention. The challenge was to align operations, customer intelligence, and design around measurable client impact and regional growth.
This included ensuring that Experian’s AI-driven decisioning and predictive analytics capabilities, central to its platforms were clearly understood, adopted, and translated into consistent client value across the region.
Key Results
+35 point NPS improvement after five years of flat performance
£3M in annual productivity savings
£10M YoY organic revenue growth across UKI & EMEA
Launched a world-class Customer Innovation Hub