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Utilities are managing elevated arrears, expanding digital service channels and shifting grid demand patterns at the same time. These developments are appearing at key points, including service starts, billing and collections. Energy and utilities industry trends for 2026 reflect how these dynamics are surfacing across the customer lifecycle and influencing broader planning decisions.  Energy and utilities trends shaping the industry The state of energy and utilities 2026 reflects a sector adapting to financial exposure, fraud risk and demand variability across both regulated and deregulated markets. Rising arrearagesArrearage levels across the utilities sector are estimated at approximately $23 billion. Economic uncertainty may be contributing to a rise in arrearages, often reflected in delayed payments, extended repayment plans or variability in monthly collections. Digital expansion introduces new risk considerationsAs utilities expand digital service channels and self-service tools, identity-based fraud risk may appear during digital service starts and account changes, particularly as more interactions shift online. Fraud behaviors are becoming more sophisticatedMore complex fraud patterns, including synthetic identities, name game fraud and prior bad debt, may span multiple points of the customer journey, making risk more difficult to detect. Grid demand uncertaintyIn certain regions, data center expansion may influence load forecasting and long-term infrastructure planning timelines. Data centers consumed approximately 4.4% of U.S. electricity in 2023 and are projected to account for between 6.7% and 12% by 2028, reflecting the potential scale of demand shifts utilities may be evaluating. What these trends signal for utility planning Together, these energy and utilities industry trends 2026 highlight where risk could first emerge. When risk indicators appear during service start, screening before service starts may help reduce downstream exposure rather than relying only on collections-based controls. As more interactions shift online, identity risk may be harder to identify without stronger verification. When fraud spans from service start through collections, visibility across systems becomes more important. As grid demand grows, planning for reliability may require adjustments to how forecasting and infrastructure decisions are informed. Enabling data-driven utility decisions To navigate these energy sector trends, utilities may benefit from a more connected view of identity, risk and customer behavior. Experian supports providers with data-driven energy and utilities solutions designed to help reduce losses, strengthen customer trust and support utility fraud prevention across the customer lifecycle. For a closer look at how these themes are unfolding across the sector, explore our 2026 State of Energy and Utilities Report, which examines each trend in greater depth through data-driven insights and industry examples. Read our first-ever State of Energy and Utilities Report examining the forces shaping the industry this year. Download now

Across agencies, decisions about digital services, staffing and oversight are often tied together. Public sector trends for 2026 reflect how these considerations are shaping modernization efforts and citizen trust today. At the federal, state and local levels, the public sector outlook 2026 highlights how modernization, program integrity, workforce resilience and citizen trust influence how services are delivered and how resources are prioritized. Four trends shaping the public sector in 2026 Agencies are navigating a set of trends that are influencing both strategic planning and day-to-day execution. Fiscal pressure and program integrityBudget volatility and increased scrutiny may elevate the importance of payment accuracy and operational consistency, particularly as eligibility rules evolve and caseloads remain high. This can surface in areas such as eligibility verifications, benefits recertifications or grant administration, where data inconsistencies may have a broader operational impact. Modernization and technology accelerationAs agencies continue public sector modernization, digital access may expand faster than existing controls can keep pace. This is often most visible in online applications, self-service portals and account management tools, where verification processes may not evolve at the same pace as access. Fraud losses across the U.S. have been estimated at approximately $160 billion, highlighting the extent of identity and payment risks present in digital environments. Decisions about identity assurance and fraud prevention can influence how agencies scale online services. Workforce resilienceStaffing constraints and skill gaps may affect processing timelines, oversight capacity and institutional knowledge, potentially contributing to longer review cycles or greater reliance on manual quality checks. Workforce data shows roughly 200,000 federal positions were reduced in the past year, which may influence how agencies approach automation and oversight. Automation and government data analytics can play a more central role in supporting consistency across programs. Citizen trust and digital experienceAs more interactions move online, citizen trust may be influenced by both security and usability. Public sector fraud prevention approaches that apply friction only when risk indicators are present can help agencies maintain accessibility while managing exposure. What these signal for agencies Together, these trends point to a shift in how agencies evaluate risk and prioritize investment. Choices about modernization, staffing and oversight may increasingly shape one another. Approaches that strengthen government program integrity, improve visibility across digital interactions and support informed decision-making may help agencies sustain service levels while managing evolving risk. For a closer look at how these trends are unfolding across agencies, explore our 2026 Public Sector Trends and Impact Report, which delves into each theme in greater depth through data-driven insights and real-world agency use cases. Read our first-annual 2026 Public Sector Trends & Impact Report to understand the forces reshaping agency operations and trust. Download now

Fraud is evolving faster than ever, driven by digitalization, real-time payments and increasingly sophisticated scams. For Warren Jones and his team at Santander Bank, staying ahead requires more than tools. It requires the right partner. The partnership with Santander Bank began nearly a decade ago, during a period of rapid change in the fraud and banking landscape. Since then, the relationship has grown into a long-term collaboration focused on continuous improvement and innovation. Experian products helped Santander address one of its most pressing operational challenges: a high-volume manual review queue for new account applications. While the vast majority of alerts in the queue were fraudulent and ultimately declined, a small percentage represented legitimate customers whose account openings were delayed. This created inefficiencies for staff and a poor first impression of genuine applicants. We worked alongside Santander to tackle this challenge head-on, transforming how applications were reviewed, how fraud was detected and how legitimate customers were approved. In addition to fraud prevention, implementing Experian's Ascend PlatformTM, with its intuitive user experience and robust data environment, has unlocked additional value across the organization. The platform supports multiple use cases, enabling collaboration between fraud and marketing teams to align strategies based on actionable insights. Learn more about our Ascend Platform

Financial services leaders are dealing with numerous pressures at the same time. These growing challenges for financial services organizations include sophisticated fraud, rapid Artificial Intelligence (AI) adoption without clear regulatory direction, rising customer expectations and the need for compliant, sustainable growth. Businesses are rethinking how they manage risk, growth and customer trust. These financial industry challenges are no longer confined to internal risk teams. They directly impact long-term customer loyalty. How organizations navigate these challenges will determine how effectively they deliver value to their customers. We’ve outlined the six challenges for financial services oranizations that consistently rank highest among industry leaders today. Challenge 1: Fraud is becoming harder to detect and eroding customer trust 72% of business leaders expect AI-generated fraud and deepfakes to be major challenges by 20261 As fraud tactics evolve quickly, driven in part by AI, customers are being targeted through identity-based attacks from account takeovers to synthetic identities and misuse of personal information. When these threats go undetected, or when legitimate activity is incorrectly flagged, the result isn’t just financial loss. It’s a breakdown of trust. Organizations that want to stay ahead must move beyond isolated fraud controls. By embedding identity management and monitoring into the customer experience, organizations can move from reactive fraud response to proactive identity protection. Identity theft protection and monitoring help organizations turn fraud prevention into a visible, trust-building experience for customers — offering early alerts, guidance, and peace of mind when identity risks arise. Challenge 2: AI decisions must be trusted by customers, not just regulators 76% of businesses say implementing responsible AI is one of their biggest challenges2 As AI becomes more embedded in financial services, it shapes the experiences customers see every day. From credit decisions to eligibility outcomes and personalized offers. While AI can drive faster and more inclusive decisions, it also introduces a new expectation: customers want to understand why a decision was made. Responsible AI is no longer just about regulatory compliance. It’s about delivering outcomes that feel fair, consistent and easy to understand. When decisions appear unclear, confidence erodes. When organizations can clearly explain outcomes, not just internally, they build confidence across regulators, partners and customers. This allows AI to scale responsibly while reinforcing trust in every interaction. Financial wellness tools such as credit scores, reports and education help make AI-driven decisions more transparent, giving customers clarity into outcomes and confidence in how their financial health is assessed. Challenge 3: Digital experiences are failing to deliver clarity and confidence 57% of U.S. consumers remain concerned about conducting activities online3 Customer confidence is affected by day-to-day interactions such as onboarding, payments and issue resolution. Inconsistent decisions, unclear outcomes and friction in digital journeys can quickly erode confidence and increase confusion, disengagement and abandonment. Financial services leaders will need to rebuild and strengthen confidence. Improving key decision points with better data and analytics helps ensure customers receive timely insights, understandable outcomes and meaningful guidance, turning everyday interactions into opportunities to build stronger relationships. By delivering ongoing financial wellness insights and education, organizations can replace confusion with clarity — helping consumers better understand their financial standing and stay engaged over time. Challenge 4: Gen Z continues to raise the bar It's no secret that Gen Z stands out for its strong preference for digital financial services and digital interactions, but Gen Z is also pushing the envelope on financial wellness. 48% of Gen Z report that they do not feel financially secure, indicating strong demand for financial support and tools4 Their expectations for instant decisions, seamless digital experiences, transparency and tools that help them manage their financial lives are quickly becoming the baseline. To meet and exceed these expectations, financial institutions will need to support real-time, data-driven decisioning that adapt to individual needs. Delivering modern, app-like financial experiences, without compromising risk management. Increasingly, organizations are meeting Gen Z expectations by offering financial wellness and protection tools through employee benefits, supporting everyday financial confidence beyond traditional compensation. Challenge 5: Limited data limits meaningful consumer engagement 62 million U.S. consumers are thin-file or credit invisible under traditional credit scoring.5 Growth will always be a priority, but it must be responsible and inclusive. Traditional credit data alone often provides an incomplete picture of consumer financial behavior, limiting visibility and making it harder to confidently expand access. By incorporating alternative and expanded data, organizations can gain a more holistic view of consumers. This broader perspective supports smarter decisions, personalized insights and more inclusive engagement, which enables growth while maintaining compliance and managing risk responsibly. Expanded data supports more personalized financial wellness experiences, enabling organizations to provide relevant insights, responsible access and guidance tailored to individual consumer needs. Challenge 6: Disconnected decisions create inconsistent customer experiences Increasingly, fintech leaders are moving toward unified risk and decisioning strategies to deliver more personalized experiences6 While customers interact with a single institution, decisions are often made across disconnected data sources, systems and teams. These silos create inconsistent experiences, slow responses and operational complexities that customers feel directly through conflicting messages and uneven outcomes. Experian helps organizations break down these silos by unifying data, analytics and decisioning across the enterprise. When data incidents occur, integrated experiences enable faster data breach resolution, helping consumers understand what happened, take action, and recover with confidence. Looking ahead These challenges for financial services organizations are not emerging; they’re already here and reshaping how financial institutions engage with consumers. Leaders who proactively address financial industry challenges by connecting data, analytics, and responsible AI are better positioned to deliver trusted, transparent and meaningful experiences. Learn More References:1. https://www.experian.com/blogs/insights/2025-identity-fraud-report2. https://www.techradar.com/pro/businesses-are-struggling-to-implement-responsible-ai-but-it-could-make-all-the-difference3. https://www.experian.com/blogs/insights/2025-identity-fraud-report4. https://www.deloitte.com/global/en/issues/work/genz-millennial-survey.html5. https://www.experian.com/thought-leadership/business/the-roi-of-alternative-data6. https://us-go.experian.com/2025-state-of-fintech-report?cmpid=IM-2025-state-of-fintech-report-livesocial-share

Manual employment and income verification remain a persistent challenge in today’s digital-first financial ecosystem. Despite advances in technology, many organizations still rely on processes that are slow, fragmented, and vulnerable to fraud. These inefficiencies not only strain operational resources but also create friction for consumers seeking timely financial decisions.  Why Manual Income and Employment Verification Falls Short  Traditional income and employment verification methods often involve back-and-forth communication with employer HR departments, unclear documentation requirements, and delays that can stretch from hours to days. Beyond inconvenience, these processes introduce risks such as:  Inaccurate or incomplete data  Exposure to fraud through forged documents  Coverage gaps for gig workers and the self-employed  Operational inefficiency that diverts attention from higher-value tasks  As the workforce evolves—particularly with the rise of the gig economy—these shortcomings become even more pronounced.  Emerging Solutions: From Consumer Permission Data (CPD) to AI  The industry is responding with innovations that prioritize speed, security, and inclusivity:  Consumer-Permissioned Data (CPD): This approach allows individuals to securely share payroll data directly from their provider, reducing manual follow-ups and improving trust through consent-driven access.  Secure Document Upload: For workers without digital payroll systems, document upload offers a practical alternative. Pay stubs, W-2s, and 1099s can be submitted through secure portals, enabling verification for freelancers and small business owners.  AI-Enhanced Verification: Artificial intelligence adds a critical layer of protection and efficiency. Automated scanning detects anomalies, while fraud indicators such as tampered entries are flagged in real time—accelerating review and strengthening accuracy.  Why This Matters  The gig economy is projected to reach $2.145 trillion by 2033, underscoring the need for verification models that accommodate diverse income streams. By integrating CPD, document upload, and AI document verification, organizations can move beyond the limitations of manual employment verification toward systems that are:  Faster and more scalable  Resilient against fraud  Inclusive of non-traditional employment types  Looking Ahead  Manual income and employment verification may still have a role for businesses using niche payroll platforms, but the trajectory is clear: the future of employment and income verification is intelligent, consumer-driven, and built to scale. For lenders and verification providers, embracing these tools isn’t just about efficiency—it’s about setting a new standard for transparency and trust.   

In our latest Experian fireside chat, Unlocking Alternative Data for Smarter Fintech Decisions, two powerhouse voices in the industry, Ashley Knight, SVP of Product Management at Experian, and Haiyan Huang, Chief Credit Officer at Prosper Marketplace, came together for an exclusive discussion on how alternative data is transforming risk, marketing and growth strategies across the fintech space. Now available to watch on demand, the conversation reveals the data-driven innovations that are empowering fintechs to reach new markets, improve decision-making, and build more inclusive financial experiences. What you'll learn During the session, Ashley and Haiyan explored how fintech leaders are utilizing alternative data to address real-world challenges with smarter, more scalable solutions. Topics include: Identity matching redefined: Discover how Individual Taxpayer Identification Numbers (ITINs), Clarity insights, and device intelligence empower fintechs to gain a competitive edge in verifying and validating identities for thin-file or underserved applicants. Precision credit marketing: Learn how email and phone intelligence help fintechs more accurately connect with qualified consumers, driving better engagement and higher conversion rates. Enhanced risk management with real-time data: Discover how Buy Now, Pay Later (BNPL) data and open banking insights are providing fintechs with a more comprehensive view of consumer financial behavior, beyond what traditional credit scores can reveal. To understand how fintech professionals are approaching alternative data, we asked attendees to weigh in throughout the webinar. Here's what we learned: What the audience had to say Which alternative asset is most important for the underwriting of the insurance? 50% chose open banking. 38% selected behavioral/device intelligence. 12% pointed to asset ownership. Takeaway: Open banking is leading the way, but fintechs are clearly embracing a multi-dimensional data approach. 2. Are you currently using ITINs or planning to in the future? 53% said yes. 47% said no. Takeaway: The adoption of ITINs is gaining momentum, supporting efforts to expand access to underrepresented segments. 3. What’s the most compelling reason to use open banking data? 70% said to better assess risk. 10% said to say yes to more consumers. 10% said to price more effectively.  10% said to improve marketing and personalization. Takeaway: Risk assessment remains the top use case, but marketers and pricing teams are starting to take notice. Why it matters Alternative data isn’t just a trend; it’s a response to the urgent need for smarter, more inclusive lending models. As fintechs continue to grow, the ability to reach new audiences, personalize offers, and manage risk with greater accuracy is no longer a competitive advantage; it’s a requirement. Whether you're already integrating cash flow, open banking, and behavioral insights, or just beginning to explore the possibilities, this webinar offers valuable frameworks and firsthand examples from industry leaders who are putting alternative data into action. Don’t miss this opportunity to catch up on the conversation that's helping define the future of fintech innovation. Watch on-demand webinar

Traditional credit data has long been the end-all-be-all ruling the financial services space. Like the staple black suit or that little black dress in your closet, it's been the quintessential go-to for decades. Sure, the financial industry has some seasonality, but traditional credit has been reigned supreme as the reliable pillar. It's dependedable. And for a long time, it's all there was to the equation. But as with finance, fashion and all things – evolution has occurred. Specifically, how consumers are managing their money has evolved, which calls for deeper insights that are still defensible and disputable. Alternative credit data is the new black. It's increasingly integrated in credit talks for lenders across the country. Much like that LBD, it's become a lending staple - that closet (or portfolio) must-have to - to leverage for better decisioning when determining creditworthiness. What is alternative data? Alternative data expands the traditional credit picture by incorporating additional, compliant insights that help lenders better understand consumer financial behavior. In our data-driven industry, "alternative" data as a whole may best be summed up as FCRA-compliant credit data that isn't typically included in traditional credit reports. For traditional data, think loan and inquiry data on bankcards, auto, mortgage and personal loans; typically trades with a term of 12 months or greater. Types of alternative data Alternative data encompasses a range of non-traditional credit signals that provide broader visibility into how consumers manage their financial lives. Some examples of credit data sources include alternative financial services data, rental payment data, full-file public records and account aggregation. These insights can ultimately improve credit access and decisioning for millions of consumers who may otherwise be overlooked. Common types of alternative data sources include: Financial services data: Information related to short-term or non-bank financial products, such as payday loans or installment loans, which can offer insight into borrowing patterns and repayment behavior Rental payment data: Records of on-time or missed payments that demonstrate payment responsibility for consumers with limited traditional credit history Account-level data: Consumer-permissioned information that offers visibility into cash flow, balances, and transaction activity Expanded public records: Publicly available financial records around a consumer's financial obligations and history How lenders use alternative data Lenders leverage alternative credit to enhance decisioning, improve risk assessment, and responsibly expand access to credit. Alternative or not, every bit of information counts. FCRA-compliant, user permissioned data allows lenders to easily verify assets and income electronically, thereby giving lenders more confidence in their decision allowing consumers to gain access to lower-cost financing. From a risk management perspective, alternative credit data can also help identify riskier consumers by identifying information like the number of payday loans acquired within a year or number of first-payment defaults. Alternative credit data can give supplementals insight, through alternative credit scoring, into a consumer's stability, ability, and willingness to repay that is not available on a traditional credit report that can help lenders avoid risk or price accordingly. How Experian supports lenders Experian helps lenders responsibly incorporate alternative credit data to gain deeper consumer insights while maintaining compliance and confidence in decisioning. From closet finds that refresh your look to that LBD, alternative credit data gives lenders more transparency into their consumers, and gives consumers seeking credit a great foundation to help their case for creditworthiness. It really is this season's - and every season's - must-have. Explore Alternative Credit Data Solutions Explore Data Solutions

Today’s consumers expect more from their banks, credit unions, and financial services providers than just basic transaction services. According to an MX Technologies report, one in three consumers feels providers do not do enough to support their financial needs. At the same time, 50% of banking consumers expect personalized offers for tools, products, and services to help them reach their financial goals.1 The same study found that more than half want financial providers to help them better manage their finances.  As customers increasingly turn to their financial institutions for trustworthy information on achieving financial wellness, these institutions have a great opportunity to offer value-added financial services that meet those needs. Adopting a customer-centric approach—one that enables them to provide the specific resources and guidance customers are seeking—is essential for fostering stronger relationships. This, in turn, can be crucial for driving growth, increasing market share, and gaining a competitive edge.   What are value-added financial services?  Value-added financial services are offerings that go beyond basic financial products, such as bank accounts or loans, to provide additional benefits, convenience or personalized support to customers. These services aim to improve customer satisfaction and set a financial institution apart from competitors, and can include features such as loyalty programs, advanced fraud prevention, data analytics, online access to services and financial planning tools.   How value-added financial services can build engagement and trust  Savvy financial institutions are adapting to the evolving demands of consumers by offering innovative tools that help their customers make informed financial decisions and enhance their financial literacy.  Offering value-added financial services, such as management and planning tools, along with advanced security and fraud protection, provides financial institutions with an essential way to increase customer engagement and foster greater loyalty. By providing deeper insights, better personalization, and reliable financial experiences, institutions can help customers manage their financial health more effectively.  Addressing growing concerns over identity threats  Fraud and identity theft are top-of-mind concerns for consumers these days as incidence of such attacks are on the rise. A recent Security.org study found that a staggering 60% of U.S. credit card holders have been victims of fraud, with 45% experiencing multiple instances.2  Meanwhile, the U.S. Federal Trade Commission (FTC) received over 1.1 million complaints of identity theft in 2024, resulting in financial losses exceeding $12.7 billion.   For financial institutions, this creates an opportunity to address consumer concerns through value-added financial services. Solutions that help detect fraud early and monitor credit health can provide invaluable peace of mind. Institutions that offer services such as credit monitoring, identity alerts, and financial management tools can help customers stay protected while also opening the door to valuable recurring revenue streams.  Best-in-class value-added financial services  Experian® is uniquely positioned to support financial institutions with best-in-class value-added financial services. By leveraging a complete suite of financial health solutions, institutions can engage, educate and empower customers to be more in control of their financial lives.  Our suite of solutions include:  Credit monitoring and alert solutions – These advanced tools help increase retention and keep consumers engaged with robust credit monitoring that detects potential fraud and provides alerts, enabling them to respond more quickly.   Credit report and score solutions – Provides customers with credit information and guidance to better understand, manage and strengthen their financial well-being.  Financial management solutions – With a suite of comprehensive credit and financial management tools, financial institutions can improve a customer’s experience by providing a single platform to link accounts across different institutions and unify financial data. As customers regularly engage with the platform to manage both short and long-term financial goals, institutions can improve longer-term retention.   Identity monitoring and alert solutions – This tool helps increase consumer engagement with continuous personal data monitoring and alerts. It empowers consumers to spot potential fraud, assess risks, and respond before they become a victim of identity theft.  Identity restoration services – In the face of rising incidence of identity theft, this powerful suite of restoration services helps consumers navigate the complex identity recovery process and mitigate future financial harm.  Gaining a competitive advantage   As consumers increasingly demand exceptional customer service, offering innovative products and personalized solutions is key to preventing customer churn. When financial institutions deliver value-added financial services, they gain a competitive advantage.  Failure to deliver the service, convenience, and personalized products or tools that consumers demand risks losing them to other providers. According to J.D. Powers, up to 54% of consumers will leave their bank in the next year, costing institutions millions. Salesforce reported that 72% of consumers indicated that better deals made them switch to another brand.  Financial institutions that offer innovative value-added financial services benefit from continuous engagement that helps build trust and loyalty while generating recurring revenue through subscription-based offerings.   Our innovative offerings saw:  Credit alert login rates ten times higher than the financial services industry benchmark.  Email open rates for alerts more than two times that of the national average for financial services.  Top-performing clients with over 25% of their enrolled customers log in to the portal at least once per month.  Consumers are opening twice as many credit cards and three times as many savings accounts when using regularly personalized features.  Reasons to partner with us  When it comes to providing accurate, real-time financial data that can lead to crucial insights for better decision making, Experian is an ideal partner. Our personalized, value-added financial service can be seamlessly integrated and embedded into your existing systems, making it easier for you to meet consumer demands for tools that help them make informed financial choices and improve their financial literacy.  Learn more about our value-added financial services 1 https://www.experian.com/content/dam/marketing/na/thought-leadership/business/documents/infographic-fostering-relationships-to-unlock-growth.pdf 2https://www.experian.com/blogs/insights/infographic-stronger-customer-relationships/

Debt collection is rapidly evolving. Traditional methods are becoming increasingly ineffective as consumer preferences shift, regulations tighten and operational inefficiencies lead to bottlenecks.Agencies and debt buyers that rely on outdated strategies are experiencing the consequences: lower recovery rates, increased compliance risks and weaker consumer engagement. However, there’s good news — modern tools, powered by advanced data, analytics and digital platforms, are transforming these challenges into opportunities. Common collections challenges: Real-world scenarios In our latest e-book, we examine four fictional scenarios that illustrate how collections teams are addressing today’s primary challenges by updating their methods. Here’s a preview: Smarter segmentation = Higher recovery: Sally, head of collections at Midwest Debt Solutions, realized her team’s one-size-fits-all approach was costing them. By adopting advanced segmentation powered by data and analytics, she shifted her focus from chasing low-value accounts to targeting those most likely to repay, boosting recovery rates and team morale. Better data in, better decisions out: Jerry, a risk analyst at Bay & Associates, relied on a legacy credit model that overlooked crucial alternative signals. By incorporating trended credit data, utility payments and behavioral signals, his team significantly enhanced their prioritization approach and forecasting accuracy. Modern engagement for the modern consumer: John, a collections agent, was having trouble reaching consumers through traditional methods, such as phone calls and letters. With a digital self-service platform, John’s team gained real-time insight into engagement preferences and was able to connect through the channels consumers use, like SMS and email. Personalization at scale: Rachel, an account manager at Union Collections, knew manual processes were slowing her team down. By implementing personalized communications and multichannel outreach, they enhanced consumer experiences, increased repayment rates and minimized compliance risks — all while saving time. Why it matters These scenarios share a common thread: with the right tools, data and strategy, collections teams can turn today’s pain points into measurable progress. At Experian®, we help agencies: Prioritize accounts more effectively with advanced segmentation. Make smarter predictions using dynamic, modern scoring models. Streamline operations with self-service platforms and automation. Strengthen consumer relationships with personalized outreach. Download the e-book Want to dive deeper into each use case? Access the full e-book to learn how forward-thinking agencies are adapting their collections strategies to recover more, spend less and build stronger consumer relationships. Download the e-book

From innovation to inspiration, Day 2 of Vision 2025 delivered on every front. Attendees experienced a powerful lineup of speakers, engaging breakout sessions and hands-on exploration of technologies shaping the future of finance. Setting the tone: Responsible AI and the future of work The morning opened with an insightful keynote from Sol Rashidi, Chief Strategy Officer of AI & Data at Cyera. With a forward-looking perspective on responsible AI, Sol emphasized the need for data stewardship, workforce readiness and using AI to amplify, not replace, human potential. Her message resonated deeply: Responsible AI means outsourcing tasks, not critical thinking. Challenging convention with Dave Portnoy Next, Dave Portnoy, Founder and Chief of Content at Barstool Sports, brought an energetic conversation on entrepreneurship and disruption in the digital age. His keynote was a reminder that progress is driven by those willing to challenge convention, adapt fast and embrace change with confidence. Exploring the future of financial services After the general session, attendees joined a new wave of breakout sessions exploring the future of financial services. Discussions spanned from how fintech disruptors and embedded finance are reshaping e-commerce and investments to how data and analytics are unlocking new opportunities in housing, lending and fraud prevention. Meanwhile, the Innovation Showcase brought Experian’s cutting-edge capabilities to life, highlighting the power of AI, analytics and modern platforms in driving smarter, faster financial solutions. Closing inspiration: Shaquille O’Neal on reinvention and resilience As the day came to a close, NBA legend Shaquille O’Neal took the stage, captivating the audience with his trademark humor and hard-earned wisdom. He shared stories of his iconic basketball career and business ventures, and his philosophy behind the “business of fun,” leaving us all inspired to think big, act boldly and lead with kindness. A Vision to remember While Vision 2025 has come to a close, the conversations, partnerships and ideas sparked here will continue to shape what’s next in our industry. Thank you for making this year’s event our most inspiring and impactful yet. We can’t wait to see you next year in San Antonio, Texas!

Day 1 of Vision 2025 is in the books – and what a start. From bold keynotes to breakout sessions and networking under the Miami sun, the energy and inspiration were undeniable.  A wave of change: Jeff Softley opens Vision 2025  The day kicked off with a powerful keynote from Jeff Softley, Experian North America CEO, who issued a call to action for the industry: to not just adapt to change, but to lead it.  “It isn’t a ripple – it’s a tidal wave of technology,” Jeff said. “Together we ride this wave with confidence.”  His keynote set the tone for a day centered on innovation and the future of financial services – where technology, insight and trust converge to create lasting impact. Jeff continues this conversation in the latest Experian Exchange episode, where he explores three forces shaping the industry: the rise of AI, the demand for personalized digital experiences and the mission to expand credit access for all.  Turning vision into action: Alex Lintner on agentic AI  Building on Jeff’s message, Alex Lintner, CEO of Experian Software and Technology, took the stage to show how Experian is turning innovation into measurable results. His keynote explored how agentic and advanced AI capabilities are redefining financial services ROI and powering the next generation of the Ascend Platform™.  For a deeper look into how Experian is reshaping the economics of credit and fraud decisioning, read the latest American Banker feature.  Unfiltered insights from “Mr. Wonderful”  The day’s highlight came from Kevin O’Leary, investor, entrepreneur and the always-candid “Mr. Wonderful.” With his trademark wit and honesty, Kevin shared sharp insights on thriving in a disruptive economy, offering candid advice on leadership, risk and opportunity. He even gave attendees a peek behind the Shark Tank curtain, revealing a few surprises and the mindset that drives his bold business decisions.  Breakouts that inspired and informed  The conference floor buzzed with energy as attendees joined breakout sessions on fraud defense, AI-driven personalization, regulatory trends and consumer insights. Sessions highlighted how Experian’s unified value proposition is fueling double-digit growth, how to future-proof credit risk strategies and how data and innovation are redefining customer engagement across the lifecycle.   Hands-on innovation and connection  The Innovation Showcase gave attendees an up-close look at Experian’s latest tools and technologies in action. Meanwhile, friendly competition kept the excitement high through the Vision mobile app leaderboard – with every check-in and connection earning points toward the top spot.  Networking beyond the conference hall walls  As the sun set, Vision 2025 shifted into high gear with unforgettable networking events across Miami – from golf at the Miller Course to art walks, brewery tours and a scenic cruise through Biscayne Bay.   An evening to remember  The day closed with the first-ever Vision Awards Dinner, celebrating standout leaders who are shaping the future of financial services.   Up Next: Day 2  The momentum continues tomorrow as more keynote speakers take the stage. Stay tuned for more insights, innovation, and inspiration from Vision 2025. 

Artificial intelligence (AI) is transforming industries worldwide, and financial services are no exception. One of the most impactful applications is AI credit scoring, a modern approach that uses advanced algorithms to assess consumer creditworthiness with precision, fairness and efficiency.AI credit scoring addresses traditional limitations by introducing more advanced, data-driven techniques. Instead of relying solely on static, historical data points, AI models can process vast amounts of diverse information in real time, spotting patterns and predicting behaviors more accurately.  How AI is being used in credit scoring  Traditional credit scoring has long relied on structured data such as payment history, credit utilization, and length of credit history. While effective, these models can be limited in capturing a holistic view of an individual’s financial behavior. AI credit scoring expands this view by: Leveraging alternative data: AI models can analyze non-traditional data sources such as rental payments, utility bills, and even digital transaction histories, providing a broader perspective for those with limited credit history. Real-time analysis: Machine learning enables lenders to evaluate applicants faster by instantly processing large amounts of data. Pattern recognition: AI systems identify subtle behavioral and financial patterns that may indicate creditworthiness beyond what traditional models can detect. Continuous learning: Unlike static scoring systems, AI-based models may improve over time as they ingest more data and refine their predictions. Using these methods, AI credit score systems create a richer, more nuanced picture of a borrower’s financial health, making lending more inclusive and predictive. The benefits of AI credit scoring The adoption of AI in credit scoring has created significant benefits for lenders, regulators, and consumers alike: Improved accuracy: AI models draw on a broader range of data, reducing reliance on limited or outdated metrics. Financial inclusion: Millions of consumers globally remain outside the traditional credit system. AI credit scoring allows lenders to evaluate previously overlooked applicants, such as young adults, recent immigrants, or gig economy workers. By factoring in alternative data, lenders can serve historically underserved individuals. Faster and more efficient processes: AI can automate large portions of the decision-making workflow, significantly reducing the time it takes to approve applications. This means faster access to credit for consumers and reduced operational costs for lenders. Fraud detection and risk mitigation: Advanced machine learning models can detect anomalies in borrower behavior that may indicate fraud or identity theft. By flagging these risks earlier, lenders protect both themselves and their customers. Enhanced customer experience: AI-driven insights help lenders design more personalized products and repayment plans. Institutions can better understand customer needs and financial behaviors by offering tailored solutions that improve loyalty and trust. Challenges of AI in credit scoring While the promise of AI is transformative, it also brings new challenges that financial institutions must navigate carefully. Bias and fairness: AI models may inadvertently replicate biases in training data, raising concerns about fairness and equity. Transparency: Complex algorithms can be challenging to explain to regulators, lenders, and consumers, creating a "black box" perception. Data privacy: Using alternative data for credit scoring requires strict compliance with privacy regulations and consumer consent. Regulatory alignment: As AI evolves, credit scoring must comply with evolving financial and consumer protection laws. Why partner with us At Experian®, we understand that trust, accuracy, and transparency are essential in the financial ecosystem. By combining decades of expertise in credit data with AI solutions, we deliver AI credit score solutions that empower lenders to make smarter, fairer, and faster decisions. With us as your trusted partner, you can embrace AI-powered credit solutions confidently and responsibly. Global data expertise: We leverage one of the world’s most comprehensive credit databases, ensuring high-quality insights. Responsible AI: Our solutions are built with fairness, transparency, and regulatory compliance at the forefront. Proven results: We partner with financial institutions worldwide to unlock opportunities for lenders and consumers through AI-driven insights. Commitment to inclusion: Our AI credit scoring tools are designed to expand financial access for underserved communities. The rise of AI credit scoring marks a new era in financial services, where accuracy, speed, and inclusivity converge to benefit lenders and consumers alike. While challenges remain, responsible use of AI ensures that credit scoring becomes more transparent, fair, and effective.  Learn more

Executive Summary The July 2025 housing market reveals a landscape of shifting consumer behaviors, evolving lender strategies, and continued strength in borrower performance—especially within home equity. Origination volumes have dipped slightly, but direct marketing, particularly through Invitation to Apply (ITA) campaigns, is accelerating. As key players exit the space, gaps are opening across both marketing and origination, creating clear opportunities for agile institutions. This phase signals both caution and potential. The winners will be those who refine their marketing, sharpen segmentation, and deploy smarter risk monitoring in real time. TL;DR Risk Profile: Mortgage and HELOC delinquencies remain low. Slight increases in 90+ DPD are not yet cause for concern. Mortgage Originations: Modestly down, but marketing remains aggressive. Invitation to Apply (ITA) volumes outpacing prescreen. Home Equity Originations: Stable originations, competitive marketing volumes. ITA volumes outpacing prescreen similar to mortgage. Opportunity: Targeted direct mail and refined segmentation are growth levers in both mortgage and home equity. Risk Environment: Resilient Yet Watchful Experian’s July data shows both mortgage and home equity delinquencies hovering at historically low levels. Early-stage delinquencies dropped in June, while late-stage (90+ days past due) nudged upward—still below thresholds signaling broader distress. HELOCs followed a similar path. Early-stage movement was slightly elevated but well within acceptable ranges, reinforcing borrower stability even in a high-rate, high-tariff environment. Takeaway: Creditworthiness remains strong, especially for real estate–backed portfolios, but sustained monitoring of 90+ DPD trends is smart risk management. Home Equity: Volume Holds, Competition Resets Home equity lending is undergoing a major strategic reshuffle. With a key market participant exiting the space, a significant share of both marketing and originations is now in flux. What’s happening: Direct mail volumes in home equity nearly match those in first mortgages—despite the latter holding larger balances. ITA volumes alone topped 8 million in May 2025. Total tappable home equity stands near $29.5 trillion, underscoring a massive opportunity.(source: Experian property data.) Lenders willing to recalibrate quickly can unlock high-intent borrowers—especially as more consumers seek cash flow flexibility without refinancing into higher rates.   Direct Mail and Offer Channel Trends The continued surge in ITA campaigns illustrates a broader market pivot. Lenders are favoring: Controlled timing and messaging Multichannel alignment Improved compliance flexibility May 2025 Mail Volumes: Offer Type Mortgage Home Equity ITA 29.2M 25.8M Prescreen 15.6M 19.0M Strategic Insights for Lenders 1. Invest in Personalized Offers Drive better response rates with prescreen or ITA campaigns. Leverage data assets like Experian ConsumerView for ITA’s for robust behavioral and lifestyle segmentation. For prescreen, achieve pinpoint-personalization with offers built on propensity models, property attributes, and credit characteristics. 2. Seize the Home Equity Opening Use urgency-based messaging to attract consumers searching for fast access to equity—without the complexity of a full refi. Additionally, as mentioned above, leverage propensity, credit, and property (i.e. equity) data to optimize your marketing spend. 3. Strengthen Risk Controls Even in a low-delinquency environment, vigilance matters. Account Review campaigns, custom scorecards, and real-time monitoring help stay ahead of rising 90+ DPD segments. 4. Benchmark Smarter Competitive intelligence is key. Evaluate offer volumes, audience segmentation, and marketing timing to refine your next campaign. FAQ Q: What does the exit of a major home equity player mean? A: It leaves a significant gap in both marketing activity and borrower targeting. Lenders able to act quickly can capture outsized share in a category rich with equity and demand. Q: How should lenders respond to the evolving risk profile? A: Continue to monitor performance closely, but focus on forward-looking indicators like trended data, income verification, and alternative credit signals. Conclusion The housing market in July 2025 presents a clear message: the fundamentals are sound, but the strategies are shifting. Those ready to optimize outreach by making smarter use of data will seize a disproportionate share in both mortgage and home equity. Want to stay ahead? Connect with Experian Mortgage Solutions for the insights, tools, and strategies to grow in today’s evolving lending environment.  

As consumer credit behaviors change, staying informed is crucial for credit unions. Experian’s new State of Credit Unions Report offers a comprehensive analysis of consumer credit trends from January 2022 to October 2024, with a particular focus on auto loans, unsecured personal loans and unsecured credit cards. The report covers: Trends in originations and delinquencies among credit union members How credit unions fare against other fintech lenders and regional banks Strategies to attract new members and mitigate portfolio risk Discover key insights into the consumer credit landscape and how credit unions stack up against other financial institutions. Download the report

Four capabilities to consider for improved coverage and customer experience. Identity verification during account opening is the foundation for building trust between consumers and businesses. Consumers expect a seamless and convenient experience, and with the ease and optionality of online banking, are willing to look for alternatives that offer less friction. According to Experian research, 92% of consumers feel it's important for the businesses they deal with online to identify or recognize them on a repeated basis accurately, but only 16% have high confidence that this is happening. The disconnect between consumers’ expectations for online identity verification and the digital experiences they encounter is leading to reduced satisfaction and increased abandonment during new account opening processes. According to recent research by Experian, 38% of consumers surveyed considered ending a new account opening mid-way through the process due to poor experience. In addition, the same research found that nearly one-fifth of consumers had moved their business elsewhere because of this. Amidst the quest for convenience lies a pressing concern: ensuring the integrity of accounts being opened and protecting against fraud. Businesses continue to experience increasing fraud losses, Juniper Research forecasts that merchant losses from online payment fraud will exceed $362 billion globally between 2023 and 2028, with losses of $91 billion alone in 2028. Identity verification serves as the first line of defense in protecting both financial institutions and consumers. By verifying the identities of individuals before granting them access to services, businesses can mitigate the risk of identity theft, account takeover, and other forms of fraud. Four capabilities to consider when building out an identity verification strategy Personally Identifiable Information (PII) dataComparing consumer input data to a comprehensive data set helps effectively validate the consumer without disrupting customer experience. Details like name, address, date of birth, and social security number provide valuable identity information to verify identities quickly and accurately. Identity graphUsing an identity graph leveraging advanced analytics and data linking techniques helps prevent synthetic IDs from getting through. By mapping relationships between identity attributes, you can easily identify patterns and connections within the data and detect anomalies or inaccuracies in the information provided. Alternative data“Thin file” consumers are often rejected due to a lack of traditional data. Using alternative data like phone ownership and email data helps not only verify that the identity is real but also improves coverage, so you are not rejecting good customers. Document verificationHaving a document verification provider that seamlessly integrates into your identity verification workflow is essential for robust identity verification. Validating good users early in the account opening process helps keep fraudsters out so good users are not subject to stringent identity checks later on during onboarding. Next steps A strong identity verification process builds trust by demonstrating a commitment to protecting and safeguarding consumer data. A proper identity verification workflow would minimize the impact of friction for consumers and help organizations manage fraud and regulatory compliance by examining specific business needs on a case-by-case basis. Identifying the right mix of capabilities through analytics and feedback while utilizing the best data reduces the cost of manual verification and helps onboard good customers faster. Learn more Research conducted in March 2024 by Experian in North America