Landlord Model and Generative AI – driving success at Experian’s GBS

GBS has untapped potential and is competing for talent with world class brands. David brings spotlight on applications of Generative AI in GBS and the controversial Landlord Model.

David discusses the critical role and capabilities of GBS within Experian that is focussed on supporting internal operations and delivering value to the parent enterprise. Experian aims to develop a customer-focused and multifunctional GBS model operating from global talent hubs. David talks about Experian’s  people-first strategy and highlights how they use tactics like competitive pay, career paths, benefits, and learning opportunities to overcome talent challenges. He also highlights the evolving use of generative AI for talent acquisition. Operationally, they have made a conscious choice of following the landlord model. This vertical GBS model ensures accountability while maintaining flexibility. For the future, David advises GBS leaders to prioritize internal services and attract, retain, and develop top talent.