[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>
<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>
<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>
<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>
<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>
<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>
<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>
<p>What our members have shared: </p>
<ul>
<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>
<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>
<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>
</ul>
<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>
<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>
<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>
<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>
<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>
<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>
<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>
<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>
<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>
<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>
<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>
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