AI-powered identity resolution for connected customer experiences

Every marketer has seen it: a customer browses reviews on a laptop, adds items to a cart on mobile, then “disappears.” In reality, they just likely switched devices or logged in with a different email. Identity resolution connects these scattered signals into a single profile so you never lose sight of the customer journey.

Identity resolution is what helps you keep track of customers who bounce around.

Connecting scattered signals into a single customer profile can help you deliver seamless experiences, meet strengthening privacy standards, turn first-party data into measurable results, and fuel better customer analytics.

See our identity resolution solution in action

What is identity resolution?

Identity resolution is the process of pulling together the different identifiers a customer uses and connecting them to a single profile. Without it, you’re left with an incomplete picture of the customer — like a cart tied to one email, an app login tied to another device, or a loyalty swipe that never links back to the same person.

Common identifiers include:

• Cookies: Short-lived browser data
• Emails: Plain-text and hashed
• Device IDs: Mobile advertising IDs (MAIDs) or app-based identifiers
• Loyalty IDs: Program numbers that tie online and offline activity
• Hashed PII: Personally identifiable information (PII) encrypted for privacy

Ultimately, identity resolution can help you recognize the same customer wherever they engage.

Why does identity resolution matter now?

Marketers face incomplete views, data silos, privacy regulations, and shrinking visibility:

• Rising consumer expectations: People want seamless, personalized journeys across touchpoints.
• Privacy-first environment: Consumer privacy legislation (like the GDPR, CCPA, GLBA, FCRA, and new state laws) makes compliance non-negotiable.
• Signal loss: The decline of cookies, MAIDs, and walled gardens are pushing brands toward first-party data.

Experian utilizes AI and machine learning to fill these gaps, predict behaviors, and connect signals across devices — providing marketers with a clear, privacy-safe view of their customers, even when traditional identifiers are missing.

In this environment, identity resolution matters because it gives marketers a way to deliver seamless, personalized customer experiences and engage audiences effectively while respecting their privacy. It’s the basis for turning consented first-party data into measurable marketing outcomes without sacrificing trust.

Why is identity resolution critical in a privacy-first world?

Even as cookies linger, marketers have already shifted their strategies to rely on first-party data, where choice and transparency are the baseline expectation. At Experian, our long history as a regulated data steward makes us a uniquely capable and trusted partner for managing modern compliance expectations. Our identity resolution solutions maximize the value of permission-based data while meeting consumer demand for privacy, personalization, and control.

Struggling with scattered customer data? Experian makes identity resolution seamless

How does identity resolution help brands?

Identity resolution turns fragmented signals into unified profiles that drive personalization, efficiency, and compliance. Here’s how it creates measurable business impact.

Creates a unified customer view

One of the biggest advantages of identity resolution is the ability to integrate data from loyalty programs, point-of-sale (POS) systems, customer relationship management (CRM) platforms, web analytics, and offline sources into a single, comprehensive profile. Experian strengthens identity resolution with AI-driven clustering models that resolve household and individual identities across billions of signals with greater accuracy.

With a clearer picture of each customer, brands see higher match rates and larger addressable audiences, which translates to more substantial reach and better return on ad spend (ROAS).

Enables better personalization

Customers constantly switch devices, update their information, and change preferences. Experian makes it easier to keep pace with these changes through frequent data enrichment and near-real-time identity resolution via Activity Feed.

Combined with our long-standing use of AI and machine learning, this approach ensures shifting behaviors are captured quickly, enabling timely personalization, and more responsive engagement.

With less delay from data to action, the result is faster response times and higher conversion rates.

Improves the customer experience

Customers notice when brands deliver relevant ads and contextual content across every channel. Consistency matters! But consistency doesn’t just happen on its own; it comes from identity resolution, which keeps the customer journey connected.

As brands maintain continuity, they build trust, strengthen engagement, and increase customer lifetime value.

Drives better marketing ROI

Not every profile is valuable. Identity resolution helps marketers identify the highest-value audiences and reduce wasted spend.

That efficiency leads to lower CPA and a higher overall ROI across campaigns.

The power of modeling from a stronger foundation

When you have a unified customer view, your models are built on better data. That means you can find more people who look like your best customers, build more responsive audience segments, and target with greater accuracy. This foundation can lead to better spending, more relevant campaigns, and a higher ROI.

Maintains privacy compliance

With GLBA/FCRA-grade standards and consumer choice mechanisms like opt-outs and data correction, you can protect your brand while maintaining personalization — without compromising legal or ethical safeguards.

What are some identity resolution use cases and examples?

Every industry faces its own unique identity challenges, but identity resolution is the common thread that turns scattered data into connected experiences. Let’s break down how companies in different verticals are putting it to work (and the kinds of results they’re seeing).

Retail and e-commerce

Shoppers bounce between websites, carts, and checkout lines, leaving behind scattered signals in the process. In retail, identity resolution bridges the gap between online and in-store experiences by matching online carts with loyalty swipes or connecting connected TV (CTV) exposure to in-store sales. This means fewer silos, better targeting, and more personalized offers wherever people shop.

Our 2025 Digital trends and predictions report calls out that omnichannel experiences aren’t optional anymore. With CTV and social dominating spend, brands need identity resolution to cut through silos and build a complete view of customer behavior.

Financial services

In financial services, identity resolution makes it possible to deliver personalized, compliant offers like refinancing options for likely mortgage switchers or the right rewards card for frequent spenders.

Our partnership with FMCG Direct to create Consumer Financial Insights® and Financial Personalities^® segments helps banks, insurers, and lenders understand behaviors — such as credit card use, deposit balances, and investment habits — without exposing sensitive details.

Read more below about how our financial audiences enable privacy-safe personalization.

Travel and hospitality

Travel decisions aren’t always planned out in advance. Many bookings happen spur-of-the-moment, which is why real-time identity resolution is so powerful; it keeps the journey seamless when travelers jump from phone to laptop to tablet and presents relevant offers right as decisions are being made.

Windstar Cruises put this information into action with Experian’s identity graph to connect digital interactions with actual bookings, which drove 6,500+ reservations and $20 million in revenue.

Media and TV

Viewers tend to hop around between linear TV, streaming apps, and social feeds. And without identity resolution, every screen looks like a different person. Marketers can accurately plan, activate, and measure campaigns by unifying viewing behaviors into one ID with Experian’s AI-powered identity graph.

Optimum Media tackled its multiscreen challenge by partnering with Experian for identity solutions. Layering our audience insights and our AI-driven Digital Graph onto their subscriber data, they were able to connect the dots across channels, reach the right households, and measure results instead of just impressions. In the end, they finally got a clear view of what works across every screen.

Curious how identity resolution can power your customer analytics? We can walk you through it.

Healthcare and pharma

Healthcare marketers can’t afford slip-ups with HIPAA regulations. Identity resolution makes it possible to engage the right patients and providers with de-identified audiences rather than third-party cookies.

At Experian, AI and machine learning have always been part of how we power identity resolution. In healthcare, that means using AI-enhanced modeling to connect de-identified clinical and claims data with lifestyle insights. The result is a more comprehensive picture of the patient journey that helps close care gaps, reduce wasted spending, and improve outcomes.

By working with partners like Komodo, PurpleLab, and Health Union, we make it possible to activate campaigns at scale that boost engagement and adherence while keeping patient privacy front and center:

• Komodo Health enriches our identity graph with insights from millions of de-identified patient journeys plus lifestyle data, giving brands a fuller view of where care gaps exist and how to close them.
• PurpleLab connects real-world clinical and claims data to Experian’s platform, letting advertisers activate HIPAA-compliant audiences across CTV, mobile, and social with the ability to measure real outcomes like prescription lift and provider engagement.
• Health Union contributes a data set built from 50 million+ patient IDs and 44 billion+ patient-reported data points. Combined with our identity and modeling capabilities, this expands match rates and unlocks up to 76% net-new reach, so campaigns reach patients and caregivers in critical health moments.

As a result, healthcare brands can launch campaigns that are privacy-first, highly targeted, and proven to drive meaningful impact.

Audio

People use audio while commuting, working out, and even folding laundry. It can be one of the hardest channels to track because of how frequently listeners switch between apps, stations, and devices.

Experian’s identity resolution partnerships with Audacy and DAX change the game:

• Audacy helps tie scattered listening into a single view, so advertisers can follow audiences across devices and keep ads relevant in the moment.
• DAX pairs Experian’s 2,400+ syndicated audiences with its audio network, enabling brands to target precisely and launch impactful campaigns at scale.

These partnerships turn audio into an accurate channel where ads feel personal, privacy-safe, and measurable.

Gaming

Gamers don’t stick to one platform. Player data gets scattered across mobile, console, and PC, so it’s tough to keep track of individuals. Experian helps stitch those signals together so publishers can finally see the whole picture, personalize gameplay, and keep players coming back.

With enriched profiles, publishers can deliver offers that resonate and unlock fresh revenue by packaging high-value gaming audiences for advertisers outside the industry.

Unity, a leading gaming platform, is tapping into Experian’s syndicated audiences to gain player insights and help advertisers reach gamers across mobile, web, and CTV. For global publishers, unifying player data with Experian has driven higher engagement and stronger ad ROI.

How should I evaluate identity resolution providers?

When choosing an identity resolution partner, look for:

• Data scale and quality: The value of identity resolution depends on how complete and accurate the underlying data is. The right provider should bring together a wide range of identifiers from online and offline sources, maintaining high accuracy so your customer profiles are broad and reliable.
• Match accuracy and recency: The best partners also refresh their data regularly and can blend deterministic (exact, one-to-one matches) with probabilistic (pattern-based matches) methods. That way, you get the accuracy of “this email is definitely that customer” with the reach of “this device likely belongs to the same person.”
• Privacy and compliance readiness: Compliance can’t be an afterthought. Your identity partner should be ready for GLBA, FCRA, GDPR, CCPA, and the latest state-level rules with built-in tools for opt-outs, corrections, and deletions.
• Integration flexibility: A good provider fits into your world, not the other way around. Look for pre-built integrations with your customer data platform (CDP), demand-side platform (DSP), or marketing tech (MarTech) stack so you can get up and running without the heavy IT lift.
• Data analytics capabilities: You need proof that identity resolution drives ROI. Look for closed-loop measurement that ties unified IDs directly to campaign performance, so you can see what’s working and optimize with confidence.

How Experian enables enterprise-grade identity resolution

Experian delivers identity resolution at the scale, accuracy, and compliance required by the world’s largest enterprises. Our solutions are:

• Built on trust: Backed by 40+ years as a regulated data steward and rated #1 in data accuracy by Truthset, so you can act with confidence.
• Powered by our proprietary AI-enhanced identity graph: Combining breadth, accuracy, and recency across four billion identifiers, continuously refined by machine learning for maximum accuracy.
• Seamlessly connected: Pre-built data integration with leading CDPs, DSPs, and MarTech platforms for faster time to value.
• Always up to date: Frequent enrichment and near-real-time identity resolution through Activity Feed for timely personalization and more responsive customer engagement.
• Privacy-first by design: Compliance with GLBA, FCRA, and emerging state regulations baked in at every step, supported by rigorous partner vetting.

The bottom line

Identity resolution turns fragmented signals into connected, measurable, and compliant experiences. From retail to gaming, brands using it see stronger personalization, engagement, and ROI.

With Experian, you get the data, trust, and responsible AI innovation to make identity resolution work across every channel. Our approach uses AI to connect identities, predict behaviors, and deliver personalization that balances privacy with performance. If you’re ready to turn fragmented data into growth, now’s the time to start.