Case Study: Kohl's Department Stores achieves improved customer service and compliant credit management with Experian

Kohl's Department Stores - Customer Case Study

Kohl's, led by Greg Harned (VP overseeing the acquisitions account lifecycle and credit policy), faced the challenge of navigating ongoing regulatory changes and shifts in the credit card industry while continuing to deliver strong customer service and maintain compliance. Staying ahead of reforms enacted in 2010 and anticipating further regulatory impacts was a top priority for the retailer.

Kohl's partnered with Experian as a consultative data and solutions provider—using credit and bankruptcy scores, the SRS strategy reporting studio, and online application authentication—to inform credit policy and operations. The collaboration produced positive results: improved ability to serve customers, better decisioning and compliance support, and strong returns from the implemented solutions.

Kohl's Department Stores

Greg Harned

Vice President