INSERT INTO `wp_posts` VALUES (2558,2,'2025-04-02 21:47:24','2025-04-02 21:47:24','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.78) 0%|rgba(0,28,63,0.92) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/dataPrincples-cover.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row make_equal=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"50px||50px||true|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"90%\" width_last_edited=\"on|desktop\" module_alignment=\"center\" title_font_size_tablet=\"40px\" title_font_size_phone=\"30px\" title_font_size_last_edited=\"on|desktop\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=\"3_5,2_5\" use_custom_gutter=\"on\" gutter_width=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"70%\" width_tablet=\"70%\" width_phone=\"90%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" module_alignment_tablet=\"center\" module_alignment_phone=\"center\" module_alignment_last_edited=\"on|tablet\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"93%\" width_tablet=\"93%\" width_phone=\"90%\" width_last_edited=\"on|phone\" custom_margin=\"|42px|||false|false\" text_orientation_tablet=\"\" text_orientation_phone=\"left\" text_orientation_last_edited=\"on|desktop\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Insights from CEM Benchmarking\'s annual Pension Administration Survey consistently highlight key industry trends each year, and one of the most critical currently is the modernization of legacy systems. This is not just a background task; it is a strategic priority. Our 2024 survey data shows that a significant 46% of participating global pension funds are replacing their central administration system, and 40% finished doing so within the past five years. This trend extends to related systems like CRM, member and employer portals, and HR interfaces, all to improve member experience and how efficiently things run.</p>\n<p>To explore these changes further, we discussed the details of modernization with Edsart Heuberger, the Product Manager for our Pension Administration Benchmarking Subscription. His insights and our wide range of data paint a clear picture of the challenges and opportunities facing pension administrators today.</p>\n<p>&nbsp;</p>[/et_pb_text][et_pb_heading title=\"Why Modernize Now? The Twin Drivers of Change\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"|42px|15px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>The decision to take on the complex and often expensive process of system modernization typically comes down to two main reasons:</p>\n<p><strong>Ensuring Business Sustainability</strong><strong>:</strong> Legacy systems eventually become outdated. As Edsart notes, \" It really comes down to issues with the long-term sustainability of the current pension administration system.” This challenge is threefold: technical debt grows, internal staff with the knowledge and skills required to maintain the legacy systems retire and are difficult to replace, and third-party vendor support fades over time. Modernization becomes necessary to keep things running smoothly and reliably.</p>[/et_pb_text][/et_pb_column][et_pb_column type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_image src=\"https://www.cembenchmarking.com/wp-content/uploads/2025/04/Modernization-of-Legacy-Systems-small.jpg\" title_text=\"Modernization of Legacy Systems small\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_image][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"70%\" width_tablet=\"70%\" width_phone=\"90%\" width_last_edited=\"on|phone\" custom_margin=\"0px||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"15px||||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><strong>Meeting Evolving Member Expectations:</strong> Today\'s members benchmark their service experiences against other industries, which are often far ahead of the pension sector technologically. \"Member expectations are higher than ever before</p>\n<p>Both members and employers engage with companies that provide superior (digital) experiences,\" Edsart explains. Failing to modernize risks reduces member trust and satisfaction. Outdated technology limits the ability to modernize business processes, improve digital member engagement, and better decision-making by using data analytics. This drive for a better member experience often requires the adoption of cloud computing, especially as organizations start to use AI and machine learning.</p>\n<p>While improving the member experience is crucial, modernization is equally about achieving \"operational excellence.\" This means optimizing processes, increasing efficiency, reducing waste, and ultimately delivering better service at a reasonable cost. Modern systems allow for automation and streamlined workflows that are impossible with outdated technology.</p>[/et_pb_text][et_pb_testimonial portrait_url=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Edsart-Heuberger-1.jpg\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><em>“Plans are clearly considering their ability to keep pace with this change. That said, we still observe that plans that use commercial off-the-shelf solutions require a significant degree of customization.”</em></p>[/et_pb_testimonial][et_pb_heading title=\"The Shifting Landscape: From In-House Control to Third-Party Partnerships\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" custom_padding=\"0px|||||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>In the past, many pension plans have preferred developing and managing their administration systems in-house. \"Plans used to do a lot in-house because of the complexity of their business, and so they could control the service they provided,\" says Edsart.</p>\n<p>However, more plans are partnering with third-party service providers and vendors in recent years. \"The rate of technological change is high,\" Edsart observes. “Plans are clearly considering their ability to keep pace with this change. That said, we still observe that plans that use commercial off-the-shelf solutions require a significant degree of customization”—a quarter of plans implementing a commercial off-the-shelf solution still required more than 90% customization.</p>[/et_pb_text][et_pb_heading title=\"Beyond the %22Big Bang%22: Evolving Modernization Approaches\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" custom_padding=\"0px|||||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>The specific approach to modernization is also changing. The traditional \"Big Bang approach” – a total replacement often taking 5-10 years and costing large amounts – is an immense project.</p>\n<p>Edsart notes a shift in mindset with plans that modernized more recently: \"Many plans have modernized their systems in a way, so it is easier to continually update, avoiding future big-bang modernizations.\" This points to moving to a more flexible, adaptable system design that supports continually improving instead of less frequent, more extensive replacements.</p>[/et_pb_text][et_pb_heading title=\"Choosing Your Path: Build Strategies and Customization Realities\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" custom_padding=\"0px|||||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Despite the trend towards vendors, the picture is not that simple. Our data shows:</p>\n<ul>\n<li><strong>58% of plans still rely on their own developed systems.</strong> Within this group:\n<ul>\n<li>43% built or are building the system primarily using internal resources.</li>\n<li>15% initially had their \"in-house\" system built from scratch by a third-party vendor.</li>\n</ul>\n</li>\n<li><strong>40% use an existing third-party platform.</strong></li>\n</ul>\n<p>Opting for a primarily in-house build offers the most control, but Edsart cautions it can be \"resource-intensive,\" requiring ongoing internal skills development. Furthermore, tracking the actual cost and timeline can be challenging compared to vendor contracts.</p>\n<p>Choosing a third-party vendor uses their size, efficiency, and experience from past projects. However, our data reveals that an \'off-the-shelf\' solution is rare in pension administration. On average, third-party systems need 52% customization to meet individual pension funds\' unique business rules and regulatory requirements.</p>\n<p>Interestingly, no single third-party vendor leads the market across the board, likely due to the high degree of unique business rules requiring custom solutions. We find that organizations commonly utilize systems from more than five different vendors. For specific insights into the most popular systems among pension peers, please reach out to your CEM Relationship Manager.</p>[/et_pb_text][et_pb_heading title=\"Modernization: A Necessity with Varied Paths\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" custom_padding=\"0px|||||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Our data confirms that modernizing legacy pension systems is no longer optional but necessary. While the optimal path—whether building in-house, partnering with vendors, or a combination—varies, significant customization remains a key factor. Regardless of the approach, pension funds will continue to face challenges related to cost, resources, customization, and the rapid pace of technological change.</p>\n<p>At CEM, we believe in the power of shared insights and peer learning. By understanding the trends, costs, challenges, and successes revealed through our comprehensive data, pension funds can make more informed decisions on their modernization journeys.</p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row column_structure=\"1_4,3_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" width=\"70%\" width_tablet=\"70%\" width_phone=\"90%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_image src=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Edsart-Heuberger-1.jpg\" title_text=\"Edsart-Heuberger\" align=\"center\" _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"70%\" custom_margin=\"||||false|false\" border_radii=\"on|218px|218px|218px|218px\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_image][/et_pb_column][et_pb_column type=\"3_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"About the Expert\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||4px||false|false\" title_text_align_tablet=\"\" title_text_align_phone=\"center\" title_text_align_last_edited=\"on|phone\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"|70px|||false|false\" custom_margin_tablet=\"|70px|||false|false\" custom_margin_phone=\"|20px||20px|false|false\" custom_margin_last_edited=\"on|phone\" text_orientation_tablet=\"\" text_orientation_phone=\"center\" text_orientation_last_edited=\"on|phone\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Edsart Heuberger is Product Manager for Pension Administration Benchmarking Services (PABS) at CEM Benchmarking. He joined CEM in 2008. He has an intimate and quantitative understanding of CEM’s services and databases and continues conducting and supporting administration and investment research. Edsart holds an MSc. in Supply Chain Management from Erasmus University Rotterdam, the Netherlands.</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"28%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" module_alignment=\"center\" custom_margin=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][Sassy_Social_Share][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','publish','closed','closed','','research-posts-2','','','2025-04-21 16:31:31','2025-04-21 16:31:31','',0,'https://www.cembenchmarking.com/research/et_body_layout/research-posts-2/',0,'et_body_layout','',0),(2560,2,'2025-04-02 21:48:58','2025-04-02 21:48:58','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" hover_enabled=\"0\" global_colors_info=\"{}\" title_text_color=\"#ffffff\" title_font_size=\"40px\" sticky_enabled=\"0\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" hover_enabled=\"0\" locked=\"off\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\"][et_pb_row 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_builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row 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background_enable_color__hover=\"on\"][/et_pb_icon][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-02 21:50:14','2025-04-02 21:50:14','',2558,'https://www.cembenchmarking.com/?p=2568',0,'revision','',0),(2570,2,'2025-04-02 22:03:33','2025-04-02 22:03:33','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">Contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"20px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p>Mauris a nunc ac magna luctus dignissim sit amet aliquam dui. Morbi gravida posuere nisi, facilisis vehicula odio consectetur nec. Nullam dapibus nec neque sed tincidunt. Quisque venenatis turpis lorem, a iaculis dui convallis eu. Ut dapibus porta elementum. Pellentesque at dignissim est. Vestibulum in pulvinar risus, eget semper sapien. Suspendisse commodo sapien nisl. Vivamus nec nisl est. Proin dictum ultricies purus. Morbi aliquet lacus turpis, quis dapibus sem aliquam vel. Aenean et diam felis. Orci varius natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Aliquam vitae libero sed arcu vestibulum imperdiet in et dui.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    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custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">Contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"20px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p>Mauris a nunc ac magna luctus dignissim sit amet aliquam dui. Morbi gravida posuere nisi, facilisis vehicula odio consectetur nec. Nullam dapibus nec neque sed tincidunt. Quisque venenatis turpis lorem, a iaculis dui convallis eu. Ut dapibus porta elementum. Pellentesque at dignissim est. Vestibulum in pulvinar risus, eget semper sapien. Suspendisse commodo sapien nisl. Vivamus nec nisl est. Proin dictum ultricies purus. Morbi aliquet lacus turpis, quis dapibus sem aliquam vel. Aenean et diam felis. Orci varius natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Aliquam vitae libero sed arcu vestibulum imperdiet in et dui.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    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custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">Contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p>Mauris a nunc ac magna luctus dignissim sit amet aliquam dui. Morbi gravida posuere nisi, facilisis vehicula odio consectetur nec. Nullam dapibus nec neque sed tincidunt. Quisque venenatis turpis lorem, a iaculis dui convallis eu. Ut dapibus porta elementum. Pellentesque at dignissim est. Vestibulum in pulvinar risus, eget semper sapien. Suspendisse commodo sapien nisl. Vivamus nec nisl est. Proin dictum ultricies purus. Morbi aliquet lacus turpis, quis dapibus sem aliquam vel. Aenean et diam felis. Orci varius natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Aliquam vitae libero sed arcu vestibulum imperdiet in et dui.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" 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background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    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custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">Contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-02 22:05:18','2025-04-02 22:05:18','',2558,'https://www.cembenchmarking.com/?p=2573',0,'revision','',0),(2574,2,'2025-04-02 22:18:05','2025-04-02 22:18:05','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-02 22:18:05','2025-04-02 22:18:05','',2558,'https://www.cembenchmarking.com/?p=2574',0,'revision','',0),(2575,2,'2025-04-02 22:18:42','2025-04-02 22:18:42','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-02 22:18:42','2025-04-02 22:18:42','',2558,'https://www.cembenchmarking.com/?p=2575',0,'revision','',0),(2576,2,'2025-04-02 22:19:23','2025-04-02 22:19:23','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared: </p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   <br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span> <br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-02 22:19:23','2025-04-02 22:19:23','',2558,'https://www.cembenchmarking.com/?p=2576',0,'revision','',0),(2577,2,'2025-04-03 17:18:00','2025-04-03 17:18:00','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span><br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]<span class=\"dashicons dashicons-admin-customizer yop-poll-get-shortcode\" data-id=\"1\" title=\"Customize\"></span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" 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custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:18:00','2025-04-03 17:18:00','',2558,'https://www.cembenchmarking.com/?p=2577',0,'revision','',0),(2578,2,'2025-04-03 17:18:45','2025-04-03 17:18:45','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" 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text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span><br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_button button_url=\"/research\" button_text=\"Back to all Research Insights \" _builder_version=\"4.27.4\" _module_preset=\"default\" button_bg_color=\"gcid-heading-color\" custom_margin=\"20px||20px||true|false\" box_shadow_style=\"none\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:18:45','2025-04-03 17:18:45','',2558,'https://www.cembenchmarking.com/?p=2578',0,'revision','',0),(2579,2,'2025-04-03 17:20:22','2025-04-03 17:20:22','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span><br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><b><i><span data-contrast=\"none\">POLL: AI Adoption Stage</span></i></b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">What stage best describes your organization\'s implementation of AI for customer service?</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Initial exploration and internal discussion</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting internal AI applications</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Piloting member-facing AI solutions</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ Implemented specific AI tools</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">☐ No current plans for AI exploration</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559685&quot;:720,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-contrast=\"none\">Your input contributes to our collective understanding as we navigate the future of member service technology.</span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"50%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row 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_module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:20:22','2025-04-03 17:20:22','',2558,'https://www.cembenchmarking.com/?p=2579',0,'revision','',0),(2580,2,'2025-04-03 17:23:27','2025-04-03 17:23:27','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->   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One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"50%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" 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global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:23:27','2025-04-03 17:23:27','',2558,'https://www.cembenchmarking.com/?p=2580',0,'revision','',0),(2581,2,'2025-04-03 17:24:58','2025-04-03 17:24:58','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" 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text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"50%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" 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global_colors_info=\"{%22gcid-heading-color%22:%91%22button_bg_color%22%93,%22gcid-779a3d53-700b-4950-9fae-611323b51b16%22:%91%22button_bg_color__hover%22%93}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#666666\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:24:58','2025-04-03 17:24:58','',2558,'https://www.cembenchmarking.com/?p=2581',0,'revision','',0),(2582,2,'2025-04-03 17:27:19','2025-04-03 17:27:19','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" 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text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"50%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:27:19','2025-04-03 17:27:19','',2558,'https://www.cembenchmarking.com/?p=2582',0,'revision','',0),(2583,2,'2025-04-03 17:28:05','2025-04-03 17:28:05','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][lwp_divi_breadcrumbs _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/lwp_divi_breadcrumbs][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"50%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:28:05','2025-04-03 17:28:05','',2558,'https://www.cembenchmarking.com/?p=2583',0,'revision','',0),(2584,2,'2025-04-03 17:28:30','2025-04-03 17:28:30','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"50%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:28:30','2025-04-03 17:28:30','',2558,'https://www.cembenchmarking.com/?p=2584',0,'revision','',0),(2585,2,'2025-04-03 17:30:03','2025-04-03 17:30:03','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><i><span data-contrast=\"none\">Access the collective expertise of over 100 global pension plans through <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">CEM Benchmarking\'s Peer Intelligence Network (PIN)</a>.</span></i><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span><br /></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><i><span data-contrast=\"none\">If you do not have access, you can contact your CEM representative to learn more about joining the PIN community.</span></i></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"40%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span><span></span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:30:03','2025-04-03 17:30:03','',2558,'https://www.cembenchmarking.com/?p=2585',0,'revision','',0),(2586,2,'2025-04-03 17:43:18','2025-04-03 17:43:18','{{unknown}}','','','publish','closed','closed','','438adbb238fdae7ffbb406be378015ee','','','2025-04-03 17:43:18','2025-04-03 17:43:18','',0,'https://www.cembenchmarking.com/research/438adbb238fdae7ffbb406be378015ee/',0,'oembed_cache','',0),(2587,2,'2025-04-03 17:46:32','2025-04-03 17:46:32','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"40%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:46:32','2025-04-03 17:46:32','',2558,'https://www.cembenchmarking.com/?p=2587',0,'revision','',0),(2588,2,'2025-04-03 17:47:18','2025-04-03 17:47:18','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\"><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"40%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:47:18','2025-04-03 17:47:18','',2558,'https://www.cembenchmarking.com/?p=2588',0,'revision','',0),(2589,2,'2025-04-03 17:48:13','2025-04-03 17:48:13','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\"><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">Access PIN here</a>.</p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"40%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:48:13','2025-04-03 17:48:13','',2558,'https://www.cembenchmarking.com/?p=2589',0,'revision','',0),(2590,2,'2025-04-03 17:48:29','2025-04-03 17:48:29','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><em><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">Access PIN here</a>.</p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"40%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:48:29','2025-04-03 17:48:29','',2558,'https://www.cembenchmarking.com/?p=2590',0,'revision','',0),(2591,2,'2025-04-03 17:49:55','2025-04-03 17:49:55','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><em><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\">Take me to <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">PIN</a>.</p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"40%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:49:55','2025-04-03 17:49:55','',2558,'https://www.cembenchmarking.com/?p=2591',0,'revision','',0),(2592,2,'2025-04-03 17:50:20','2025-04-03 17:50:20','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><em><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\">Take me to <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">PIN</a>.</p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"45%\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:50:20','2025-04-03 17:50:20','',2558,'https://www.cembenchmarking.com/?p=2592',0,'revision','',0),(2593,2,'2025-04-03 17:50:47','2025-04-03 17:50:47','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><em><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\">Take me to <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">PIN</a>.</p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"left\" width=\"45%\" hover_enabled=\"0\" sticky_enabled=\"0\" text_orientation=\"center\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:50:47','2025-04-03 17:50:47','',2558,'https://www.cembenchmarking.com/?p=2593',0,'revision','',0),(2594,2,'2025-04-03 17:52:00','2025-04-03 17:52:00','[et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%\" background_color_gradient_overlays_image=\"on\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg\" height=\"370px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"65px||56px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@\" _builder_version=\"4.27.4\" _dynamic_attributes=\"title\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"40px\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"21px\" locked=\"off\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p style=\"text-align: center;\">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||-1px||false|false\" custom_padding=\"||2px|||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"100%\" custom_margin=\"-40px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" width=\"80%\" width_tablet=\"80%\" width_phone=\"80%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin=\"-18px||2px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>[publishpress_authors_data field=\"display_name\" seperator=\", \"]</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _dynamic_attributes=\"content\" _module_preset=\"default\" text_font=\"||||||||\" text_orientation=\"center\" custom_margin=\"||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById(\'copyURL\');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener(\'click\', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert(\'URL copied successfully!\');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert(\'Error copying URL to clipboard\');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" column_structure=\"3_5,2_5\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"3_5\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW2788709 BCX0\"><span class=\"NormalTextRun SCXW2788709 BCX0\">What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM\'s user-driven platform, PIN, focuses on AI and how industry peers use it to enhance customer service. In this brief commentary, we will explore the key insights shared by PIN members and follow up with best practices for integrating AI to improve customer experience in the pension industry.</span></span><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"2_5\" theme_builder_area=\"et_body_layout\"][et_pb_blurb _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" use_icon=\"on\" hover_enabled=\"0\" sticky_enabled=\"0\" title=\"Unlock Peer Intelligence with PIN\" background_color=\"#F0F0F0\" border_color_all=\"#F0F0F0\" border_width_all=\"15px\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><em><span class=\"NormalTextRun SCXW27063514 BCX0\">Access the collective </span><span class=\"NormalTextRun SCXW27063514 BCX0\">expertise</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> of over 100 global pension plans through CEM </span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW27063514 BCX0\">Benchmarking\'s</span><span class=\"NormalTextRun SCXW27063514 BCX0\"> Peer Intelligence Network (PIN).</span></em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\"><span data-contrast=\"none\">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. It serves as a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics just like AI! Access is included with your Investment or Pension Administration Benchmarking Subscription.</span><span></span></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\" data-ccp-border-bottom=\"0.6666666666666666px solid #000000\" data-ccp-padding-bottom=\"5.333333333333333px\">Take me to <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">PIN</a>.</p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" custom_padding=\"30px||||false|false\" hover_enabled=\"0\" sticky_enabled=\"0\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\" theme_builder_area=\"et_body_layout\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" module_alignment=\"center\" width=\"45%\" hover_enabled=\"0\" sticky_enabled=\"0\" text_orientation=\"center\"]<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">[yop_poll id=\"1\"]</span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\"></span></span></span></p>\n<p><span class=\"EOP SCXW2788709 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW208635895 BCX0\"><span class=\"NormalTextRun SCXW208635895 BCX0\">The discussion, prompted by a member\'s question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><span class=\"EOP SCXW208635895 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></span></p>\n<p>What our members have shared:</p>\n<ul>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Pilot Programs and Internal Focus:</span></b><span data-contrast=\"none\"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.<br /></span><span><br /></span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Risk Assessment and Governance:</span></b><span data-contrast=\"none\"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, many are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.<br /></span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></li>\n<li data-leveltext=\"\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Collaborative Learning:</span></b><span data-contrast=\"none\"> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption.   </span><span><br /></span></li>\n</ul>\n<p><span data-contrast=\"none\">The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.</span></p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\"> </span></p>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you are already a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN) by clicking <a href=\"https://pin.cembenchmarking.com/\" target=\"_blank\" rel=\"noopener\">here</a>. </em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_text][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" theme_builder_area=\"et_body_layout\" hover_enabled=\"0\" sticky_enabled=\"0\"][/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"0px||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"0px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_heading title=\"Share this page\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h3\" title_font=\"--et_global_heading_font|300|||||||\" title_text_align=\"center\" title_font_size=\"23px\" module_alignment=\"center\" custom_margin=\"||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_icon font_icon=\"&#xf0c1;||fa||900\" icon_color=\"#ffffff\" icon_width=\"26px\" icon_color_tablet=\"#ffffff\" icon_color_phone=\"#ffffff\" icon_color_last_edited=\"on|phone\" icon_width_tablet=\"26px\" icon_width_phone=\"26px\" icon_width_last_edited=\"on|phone\" module_id=\"copyURL\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#001E66\" custom_padding=\"6px|6px|6px|6px|true|true\" background_last_edited=\"on|desktop\" custom_css_free_form=\"selector:hover {||  cursor: pointer;||}\" border_radii=\"on|100px|100px|100px|100px\" global_colors_info=\"{}\" background__hover_enabled=\"on|desktop\" background_color__hover=\"#86c1d8\" background_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-03 17:52:00','2025-04-03 17:52:00','',2558,'https://www.cembenchmarking.com/?p=2594',0,'revision','',0),