Experian's AI Coach "Nadia" Empowers Leadership Development

Katheryn Brekken, Ph.D. - Senior Research Analyst, i4cp

January 28, 2025

Generative AI is providing always-available, personalized support for leaders

Snapshot

Industry: Information Services, Data Analytics
Headquarters: Dublin, Ireland (Global) / New York City, USA (Leadership team)
Website: Experian
Employees: 22,000 globally

Overview

Experian, a global leader in data analytics, information services, and consumer credit reporting, has introduced a generative AI coach named Nadia to support leadership development across its 4,600 global leaders. As part of its comprehensive leadership strategy, Nadia provides personalized, on-demand coaching that helps leaders develop critical skills like team engagement, influencing others, and managing complex challenges. Since Nadia's implementation, the AI coach has received significant praise for its ability to deliver real-time feedback and practical role-play scenarios, making leadership development more accessible than ever.

The Challenge

Experian faced a challenge that many large organizations encounter: a growing demand for scalable, timely, and effective leadership development. While the company offered live executive coaching for senior leaders and on-demand digital coaching via Bravely for broader populations, there was a gap for leaders who needed real-time, consultative guidance. The company needed a solution that could democratize leadership coaching across all levels, complementing existing live coaching options without overwhelming time-strapped leaders.

The Tools & Tech

Experian adopted Nadia, a generative AI-powered coach developed by Valence, to provide leadership support. Nadia interacts with leaders through voice or text, offering personalized coaching on a wide range of leadership topics, including team dynamics, communication strategies, and performance management. Key features of Nadia include real-time role-playing, automated follow-ups, and personalized coaching conversations tailored to Experian’s “Characteristics of Great Leadership” model, informed by organizational health data from Great Place to Work surveys.

The Solution

Initially piloted with key leadership cohorts, Nadia's success was reflected in strong user engagement and a high Net Promoter Score (NPS). Based on positive feedback, Experian expanded its use of Nadia to leaders across regions, integrating the AI coach into its Leadership Exchange portal—a cornerstone of the company’s leadership development initiatives. The seamless integration ensures that leaders have easy access to Nadia alongside other leadership tools, while the AI coach’s training on Experian’s leadership models makes each coaching experience highly relevant and customized to individual needs.

The Result

Since Nadia’s introduction, adoption rates have been impressive, especially in North America, where 90% of leaders who initially engaged with the AI coach returned for subsequent sessions. Leaders appreciate Nadia’s immediacy and accessibility, with many reporting improvements in how they prepare for critical conversations and influence stakeholders. Nadia’s real-time role-playing and automated follow-ups have been particularly well-received. Additionally, the AI’s multilingual capabilities have supported global rollouts in regions like Brazil, where English is not the primary language.

50% of global leaders who use Nadia continue to engage with it regularly.
90% return rate from initial users in North America.

“At Experian, we’re not using AI to replicate traditional coaching—we’ve created a layering of solutions that help leaders refine their skills, develop their leadership capabilities, and achieve their goals through personalized support. Nadia, alongside our live on-demand digital coaching and executive coaching engagements with ICF-certified coaches, forms a vital part of this ecosystem.”
— Brad Haime, Head of Leadership Development and Careers, Experian

What’s Ahead

Experian plans to further enhance Nadia’s capabilities as the AI coach becomes more integrated into the company’s leadership ecosystem. With a flexible architecture, Nadia can be customized to offer even more personalized experiences. Future iterations will focus on embedding Nadia more deeply into mid-level leadership programs and aligning its coaching with broader organizational initiatives like leadership transitions and team engagement strategies.

Conclusion

Experian’s innovative use of a generative AI coach represents a new frontier in leadership development. By providing real-time, personalized coaching that adapts to the individual needs of leaders, Nadia is democratizing leadership development and ensuring that all leaders, regardless of their level, have access to the resources they need to grow.

Sources

This case study summary was created with the assistance of ChatGPT, then edited and fact-checked by i4cp staff.

_{The mention or inclusion of any specific vendor or product on the i4cp platform does not imply endorsement or recommendation by i4cp.}

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Katheryn Brekken, Ph.D., Senior Research Analyst

Katheryn Brekken, Ph.D., is a senior research analyst with the Institute for Corporate Productivity (i4cp). Prior to joining i4cp, she served as an assistant professor of research with the MGM Resorts Public Policy Institute at the University of Nevada, Las Vegas School of Public Policy and Leadership, where she continues to lecture. She has worked closely with government and corporate leaders to develop and evaluate education and training programs and as a policy advisor. She has over 15 years of experience in public affairs and has testified before legislative bodies on matters of higher education and workforce policy. She is published in various academic journals including Politics & Policy, Community College Journal of Research & Practice, and State and Local Government Review. She received her Ph.D. in Public Affairs from UNLV.