(2525,35,'2025-04-02 21:35:41','2025-04-02 21:35:41','<!-- wp:divi/placeholder -->\n[et_pb_section][et_pb_row][et_pb_column type=\"4_4\"][et_pb_text]<!-- divi:paragraph -->\n<p>What our members have shared: &nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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.    </li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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.&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Collaborative Learning:</strong> 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. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:paragraph -->\n<p>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.&nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /divi:paragraph -->[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]\n<!-- /wp:divi/placeholder -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','publish','closed','closed','','leveraging-ai-for-enhanced-customer-service-insights-from-the-pension-industry','','','2025-04-11 15:25:57','2025-04-11 15:25:57','',0,'https://www.cembenchmarking.com/?p=2525',0,'post','',0),(2526,1,'2025-04-02 21:07:28','2025-04-02 21:07:28','<!-- wp:divi/placeholder 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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 column_structure=\"3_5,2_5\" _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=\"3_5\" _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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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}\"><br /></span></span></p>\n<p class=\"p1\"><strong>Paragraph headline </strong><br />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.<span class=\"EOP SCXW190803263 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][/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\" 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_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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\" 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Pages','','publish','closed','closed','','global-footer-header-for-all-pages','','','2025-04-02 21:20:53','2025-04-02 21:20:53','',0,'https://www.cembenchmarking.com/research/et_template/global-footer-header-for-all-pages/',0,'et_template','',0),(2537,1,'2025-04-02 21:20:53','2025-04-02 21:20:53','','Research Blog Posts','','publish','closed','closed','','research-blog-posts','','','2025-04-02 21:20:53','2025-04-02 21:20:53','',0,'https://www.cembenchmarking.com/research/et_template/research-blog-posts/',0,'et_template','',0),(2538,1,'2025-04-02 21:20:54','2025-04-02 21:20:54','','404 Page','','publish','closed','closed','','404-page','','','2025-04-02 21:20:54','2025-04-02 21:20:54','',0,'https://www.cembenchmarking.com/research/et_template/404-page/',0,'et_template','',0),(2539,1,'2025-04-02 21:20:54','2025-04-02 21:20:54','','Posts in Specific Categories: Pension Administration','','publish','closed','closed','','posts-in-specific-categories-pension-administration-2','','','2025-04-02 21:20:54','2025-04-02 21:20:54','',0,'https://www.cembenchmarking.com/research/et_template/posts-in-specific-categories-pension-administration-2/',0,'et_template','',0),(2541,1,'2025-04-02 21:29:22','2025-04-02 21:29:22','[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=\"{}\"][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=\"Pension Administration Insights\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"46px\" title_letter_spacing=\"2px\" width=\"100%\" max_width=\"85%\" module_alignment=\"center\" custom_padding=\"||||false|false\" custom_padding_tablet=\"||||false|false\" custom_padding_phone=\"||||false|false\" custom_padding_last_edited=\"on|desktop\" hover_enabled=\"0\" title_text_shadow_style=\"preset3\" global_colors_info=\"{}\" 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\" locked=\"off\" global_colors_info=\"{}\"]<p style=\"text-align: center;\">Original research from CEM Benchmarking</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=\"{}\" column_structure=\"3_5,2_5\"][et_pb_column type=\"3_5\" _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\" global_colors_info=\"{}\"][/et_pb_heading][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\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" sticky_enabled=\"0\" use_icon=\"on\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\"][/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_post_content _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-30px||0px||false|false\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"][/et_pb_post_content][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\" 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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\"][/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','','2533-revision-v1','','','2025-04-02 21:29:22','2025-04-02 21:29:22','',2533,'https://www.cembenchmarking.com/?p=2541',0,'revision','',0),(2543,1,'2025-04-02 21:33:01','2025-04-02 21:33:01','[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=\"Pension Administration Insights\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_text_align=\"center\" title_text_color=\"#ffffff\" title_font_size=\"46px\" title_letter_spacing=\"2px\" width=\"100%\" max_width=\"85%\" module_alignment=\"center\" custom_padding=\"||||false|false\" custom_padding_tablet=\"||||false|false\" custom_padding_phone=\"||||false|false\" custom_padding_last_edited=\"on|desktop\" hover_enabled=\"0\" title_text_shadow_style=\"preset3\" global_colors_info=\"{}\" 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;\">Gathering peer insights within the pension industry</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=\"{}\" column_structure=\"3_5,2_5\"][et_pb_column type=\"3_5\" _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\" global_colors_info=\"{}\"][/et_pb_heading][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\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" sticky_enabled=\"0\" use_icon=\"on\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\"][et_pb_column _builder_version=\"4.27.4\" _module_preset=\"default\" type=\"4_4\"][/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_post_content _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-30px||0px||false|false\" custom_padding=\"||0px||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"][/et_pb_post_content][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\" 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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\"][/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','','2533-revision-v1','','','2025-04-02 21:33:01','2025-04-02 21:33:01','',2533,'https://www.cembenchmarking.com/?p=2543',0,'revision','',0),(2544,1,'2025-04-02 21:34:03','2025-04-02 21:34:03','<!-- wp:divi/placeholder /-->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','inherit','closed','closed','','2525-revision-v1','','','2025-04-02 21:34:03','2025-04-02 21:34:03','',2525,'https://www.cembenchmarking.com/?p=2544',0,'revision','',0),(2545,1,'2025-04-02 21:35:41','2025-04-02 21:35:41','<!-- wp:paragraph -->\n<p><strong>What our members have shared: </strong>&nbsp;<br><strong></strong>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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> </li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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. </li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Collaborative Learning:</strong> 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.    <br> </li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:paragraph -->\n<p>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.&nbsp;<br>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /wp:paragraph -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','inherit','closed','closed','','2525-revision-v1','','','2025-04-02 21:35:41','2025-04-02 21:35:41','',2525,'https://www.cembenchmarking.com/?p=2545',0,'revision','',0),(2546,1,'2025-04-02 21:36:48','2025-04-02 21:36:48','<!-- wp:paragraph -->\n<p>What our members have shared:  <br> </p>\n<!-- /wp:paragraph -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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.&nbsp;</li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Collaborative Learning:</strong> 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. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:paragraph -->\n<p>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.&nbsp;<br>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /wp:paragraph -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','inherit','closed','closed','','2525-revision-v1','','','2025-04-02 21:36:48','2025-04-02 21:36:48','',2525,'https://www.cembenchmarking.com/?p=2546',0,'revision','',0),(2548,1,'2025-04-02 21:39:54','2025-04-02 21:39:54','[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\" 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\" 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 column_structure=\"3_5,2_5\" _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=\"3_5\" _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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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}\"> <br /></span></span></p>\n<p class=\"p1\">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 SCXW190803263 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 SCXW115064825 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<div id=\"bannerR\">\n<div align=\"center\" data-freestar-ad=\"__300x600 __400x225\" id=\"lipsumcom_right_siderail_1\" name=\"lipsumcom_right_siderail_1\" data-google-query-id=\"CKLQtd2nuowDFZUMigMdgeoe7Q\">\n<div id=\"_fs-ad-iframe-container\"><p><iframe id=\"_fs-ad-287d6a58e2ab311\" width=\"336\" height=\"280\" frameborder=\"0\" marginheight=\"0\" marginwidth=\"0\" scrolling=\"no\"></iframe></p>\n<div class=\"__fs-ancillary\">\n<div class=\"__fs-branding\"><a href=\"https://ads.freestar.com/?utm_campaign=branding&amp;utm_medium=banner&amp;utm_source=lipsum.com&amp;utm_content=lipsumcom_right_siderail_1\" target=\"_blank\" rel=\"noopener noreferrer\"><img src=\"https://a.pub.network/core/imgs/fslogo-green.svg\" alt=\"freestar\" width=\"14\" height=\"14\" /></a></div>\n<div class=\"fs-branding-spacer\"></div>\n</div>\n</div>\n</div>\n<div align=\"center\" data-freestar-ad=\"__300x600 __400x225\" id=\"lipsumcom_right_siderail_2\" name=\"lipsumcom_right_siderail_2\" data-google-query-id=\"CKPQtd2nuowDFZUMigMdgeoe7Q\">\n<div id=\"google_ads_iframe_/15184186,22440292294/5292_lipsumcom_right_siderail_2_0__container__\"><p><iframe id=\"google_ads_iframe_/15184186,22440292294/5292_lipsumcom_right_siderail_2_0\" name=\"google_ads_iframe_/15184186,22440292294/5292_lipsumcom_right_siderail_2_0\" title=\"3rd party ad content\" width=\"336\" height=\"280\" scrolling=\"no\" marginwidth=\"0\" marginheight=\"0\" frameborder=\"0\" aria-label=\"Advertisement\" allow=\"private-state-token-redemption;attribution-reporting\" data-google-container-id=\"9\" tabindex=\"0\"></iframe></p>\n<div class=\"__fs-ancillary\">\n<div class=\"__fs-branding\"><a href=\"https://ads.freestar.com/?utm_campaign=branding&amp;utm_medium=banner&amp;utm_source=lipsum.com&amp;utm_content=lipsumcom_right_siderail_2\" target=\"_blank\" rel=\"noopener noreferrer\"><img src=\"https://a.pub.network/core/imgs/fslogo-green.svg\" alt=\"freestar\" width=\"14\" height=\"14\" /></a></div>\n<div class=\"fs-branding-spacer\"></div>\n</div>\n</div>\n</div>\n</div>\n<p><span class=\"EOP SCXW190803263 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][/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_post_content _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-30px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][/et_pb_post_content][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\" 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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\"][/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','','2533-revision-v1','','','2025-04-02 21:39:54','2025-04-02 21:39:54','',2533,'https://www.cembenchmarking.com/?p=2548',0,'revision','',0),(2550,1,'2025-04-02 21:40:23','2025-04-02 21:40:23','[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=\"{}\"][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\" 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\" 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 column_structure=\"3_5,2_5\" _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=\"3_5\" _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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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}\"><br /></span></span></p>\n<p class=\"p1\">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.<span class=\"EOP SCXW190803263 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][/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_post_content _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-30px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][/et_pb_post_content][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\" 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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\"][/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','','2533-revision-v1','','','2025-04-02 21:40:23','2025-04-02 21:40:23','',2533,'https://www.cembenchmarking.com/?p=2550',0,'revision','',0),(2552,1,'2025-04-02 21:41:05','2025-04-02 21:41:05','[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=\"{}\"][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 column_structure=\"3_5,2_5\" _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=\"3_5\" _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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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}\"><br /></span></span></p>\n<p class=\"p1\">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.<span class=\"EOP SCXW190803263 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][/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_post_content _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-30px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][/et_pb_post_content][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\" 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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\"][/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','','2533-revision-v1','','','2025-04-02 21:41:05','2025-04-02 21:41:05','',2533,'https://www.cembenchmarking.com/?p=2552',0,'revision','',0),(2554,1,'2025-04-02 21:42:42','2025-04-02 21:42:42','[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=\"{}\"][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 column_structure=\"3_5,2_5\" _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=\"3_5\" _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_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW190803263 BCX0\"><span class=\"NormalTextRun SCXW190803263 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 SCXW190803263 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 SCXW190803263 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 SCXW115064825 BCX0\"><span class=\"NormalTextRun SCXW115064825 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 SCXW115064825 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}\"><br /></span></span></p>\n<p class=\"p1\"><strong>Paragraph headline </strong><br />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.<span class=\"EOP SCXW190803263 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 SCXW115064825 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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"35px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\"]<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><br />Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</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\"><em>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</em></p>\n<p data-ccp-border-top=\"0.6666666666666666px solid #000000\" data-ccp-padding-top=\"5.333333333333333px\"><em>Contact your CEM representative to learn more about joining the PIN community.</em></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][/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_post_content _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-30px||0px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"][/et_pb_post_content][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\" 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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\"][/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','','2533-revision-v1','','','2025-04-02 21:42:42','2025-04-02 21:42:42','',2533,'https://www.cembenchmarking.com/?p=2554',0,'revision','',0),(2556,1,'2025-04-02 21:45:15','2025-04-02 21:45:15','<!-- wp:paragraph -->\n<p>What our members have shared: &nbsp;<br>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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.    </li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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.&nbsp;</li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:list -->\n<ul class=\"wp-block-list\"><!-- wp:list-item -->\n<li><strong>Collaborative Learning:</strong> 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. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /wp:list-item --></ul>\n<!-- /wp:list -->\n\n<!-- wp:paragraph -->\n<p>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.&nbsp;<br>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /wp:paragraph -->\n\n<!-- wp:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /wp:paragraph -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','inherit','closed','closed','','2525-revision-v1','','','2025-04-02 21:45:15','2025-04-02 21:45:15','',2525,'https://www.cembenchmarking.com/?p=2556',0,'revision','',0),(2557,1,'2025-04-02 21:46:04','2025-04-02 21:46:04','<!-- wp:divi/placeholder -->\n[et_pb_section][et_pb_row][et_pb_column type=\"4_4\"][et_pb_text]<!-- divi:paragraph -->\n<p>What our members have shared: &nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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.    </li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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.&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Collaborative Learning:</strong> 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. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:paragraph -->\n<p>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.&nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /divi:paragraph -->[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]\n<!-- /wp:divi/placeholder -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','inherit','closed','closed','','2525-revision-v1','','','2025-04-02 21:46:04','2025-04-02 21:46:04','',2525,'https://www.cembenchmarking.com/?p=2557',0,'revision','',0),(2558,1,'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 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=\"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=\"|42px|15px||false|false\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><span data-contrast=\"auto\">At our 2023 PABS conference, a discussion among attendees comparing pension administration costs led to the discovery of striking differences across organizations and regions. The room turned to CEM Benchmarking: what is driving these cost variations?</span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">CEM’s latest research explores the variation in pension administration costs in Canada, the United Kingdom, the United States, and the Netherlands. </span><a href=\"https://www.cembenchmarking.com/research/the-impact-of-service-models-on-pension-administration-costs-a-global-perspective/\">You can read the full research here.</a></p>[/et_pb_text][et_pb_heading title=\"Standardizing Costs across Regions \" _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_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><span data-contrast=\"auto\">The cost of administering Defined Benefit (DB) pensions varies considerably around the globe, from an average of £34 per member in the U.K. to an average of $180 CAD in Canada. How comparable are these costs, and what factors contribute to the difference? </span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">First, let’s give our definition of pension administration costs. Included are front-office expenses (member transactions and communications, the contact centre, and employer administration and service) and mid-and back-office expenses (governance, finance, IT, major projects, premises, etc.). Costs for administering disability, healthcare, optional and third-party benefits, and Defined Contribution plans are excluded. All investment costs are excluded, as is the time and cost of staff overseeing the investment organization. </span></p>\n<p><span data-contrast=\"auto\">To understand what drives differences in pension administration costs, we first standardized costs to remove factors outside the control of administrators (all costs were converted to USD). Even after standardizing cost per member (see figure below), pension administration was 1.5X, 2.3X, and 2.3X more expensive in the USA, Canada, and the Netherlands than in the U.K.</span><span data-ccp-props=\"{}\"> </span></p>\n<p><!-- /wp:paragraph --></p>[/et_pb_text][et_pb_image src=\"https://www.cembenchmarking.com/wp-content/uploads/2025/07/Beth-article-3.png\" alt=\"PABS blog Peer Intelligence\" title_text=\"Beth article 3\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_image][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><span class=\"SCXW9379524 BCX0\"><span class=\"WACImageContainer NoPadding DragDrop BlobObject CommentStart CommentBlobHighlightRest SCXW9379524 BCX0\" role=\"presentation\"><span class=\"WACImageBorder SCXW9379524 BCX0\"></span></span></span><em><span data-contrast=\"auto\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW9379524 BCX0\"><span class=\"NormalTextRun SCXW9379524 BCX0\">The f</span><span class=\"NormalTextRun SCXW9379524 BCX0\">igure </span><span class=\"NormalTextRun SCXW9379524 BCX0\">abo</span><span class=\"NormalTextRun SCXW9379524 BCX0\">ve</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> illustrates the average pension administration costs by region following each step of </span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">t</span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">he </span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">standardization</span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">.</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> After converting into</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> </span><span class=\"NormalTextRun SCXW9379524 BCX0\">a common currency</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> (USD)</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> and excluding </span><span class=\"NormalTextRun SCXW9379524 BCX0\">v</span><span class=\"NormalTextRun SCXW9379524 BCX0\">irtually costless</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> </span><span class=\"NormalTextRun SCXW9379524 BCX0\">inactive members, cost of living and economies of scale </span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">are </span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">abo</span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW9379524 BCX0\">ut</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> </span><span class=\"NormalTextRun SCXW9379524 BCX0\">equally important in driving differences in average pension administration cost across regions. Pension maturity, by contrast, does not account</span><span class=\"NormalTextRun SCXW9379524 BCX0\"> </span><span class=\"NormalTextRun SCXW9379524 BCX0\">for much of the difference in average cost. </span></span><span class=\"EOP SCXW9379524 BCX0\" data-ccp-props=\"{}\"> </span></em></p>[/et_pb_text][et_pb_divider _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_divider][et_pb_heading title=\"Two Service Culture Models Emerge \" _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><span data-contrast=\"auto\">A deeper dive into the data revealed two distinct service models. In more expensive regions like Canada and the Netherlands, administrators adopt a service excellence model focused on enhanced, high-touch member engagement. In less expensive regions like the United Kingdom and some US areas, administrators prioritize maintaining core services for mission-critical activities through a low-cost, low-touch approach. Neither approach is good or bad. They represent strategic choices made in the best interests of different member groups.</span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">American administrators interestingly span both service models. Pension administrators in high-cost urban city centres provide enhanced services. All other plans appear to operate like core service providers.</span><span data-ccp-props=\"{}\"> </span></p>[/et_pb_text][et_pb_heading title=\"Where the Money Goes: Eight Key Functions\" _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><span data-contrast=\"auto\">The choice between core and enhanced service models represents a strategic decision for pension administrators. Even within the same service model, administrators can offer vastly different types of services, as seen with the Netherlands\' focus on contact centres versus Canada\'s emphasis on one-on-one counselling. It is important to understand these models and their cost implications.</span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">To further understand cost drivers, we analyzed pension administration spending across eight distinct activities, from member-facing services like contact centres to back-office functions like IT and governance (see figure below). The patterns reveal how different regional approaches to member service translate into dramatically different cost structures.</span><span data-ccp-props=\"{}\"> </span></p>[/et_pb_text][et_pb_image src=\"https://www.cembenchmarking.com/wp-content/uploads/2025/07/PI-Beth-Article-Image-2.jpg\" alt=\"pension administration costs per activity\" title_text=\"PI Beth Article Image 2\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_image][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><em><span class=\"NormalTextRun SCXW61178945 BCX0\">The eight pension administration activities reveal how service models drive spending differences. High-cost, </span><span class=\"NormalTextRun SCXW61178945 BCX0\">enhanced service providers</span><span class=\"NormalTextRun SCXW61178945 BCX0\"> in </span><span class=\"NormalTextRun SCXW61178945 BCX0\">Can</span><span class=\"NormalTextRun SCXW61178945 BCX0\">a</span><span class=\"NormalTextRun SCXW61178945 BCX0\">d</span><span class=\"NormalTextRun SCXW61178945 BCX0\">a</span><span class=\"NormalTextRun SCXW61178945 BCX0\"> and the Netherlands invest signifi</span><span class=\"NormalTextRun SCXW61178945 BCX0\">can</span><span class=\"NormalTextRun SCXW61178945 BCX0\">tly more in Governance, IT, and Support functions, spending </span><span class=\"NormalTextRun SCXW61178945 BCX0\">roughly twice</span><span class=\"NormalTextRun SCXW61178945 BCX0\"> as much on client-facing activities overall. Conversely, low-cost, </span><span class=\"NormalTextRun SCXW61178945 BCX0\">core service providers</span><span class=\"NormalTextRun SCXW61178945 BCX0\"> in the UK reduce expenses by limiting spending on </span><span class=\"NormalTextRun SCXW61178945 BCX0\">c</span><span class=\"NormalTextRun SCXW61178945 BCX0\">ontact </span><span class=\"NormalTextRun SCXW61178945 BCX0\">c</span><span class=\"NormalTextRun SCXW61178945 BCX0\">en</span><span class=\"NormalTextRun SCXW61178945 BCX0\">t</span><span class=\"NormalTextRun SCXW61178945 BCX0\">r</span><span class=\"NormalTextRun SCXW61178945 BCX0\">e</span><span class=\"NormalTextRun SCXW61178945 BCX0\">s</span><span class=\"NormalTextRun SCXW61178945 BCX0\">, Information Technology, and Support services. US administrators span both service models, resulting in a wider range of per-member costs.</span></em></p>[/et_pb_text][et_pb_divider _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_divider][et_pb_heading title=\"Where Each Region Invests: Same Model, Different Priorities \" _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><span data-contrast=\"auto\">Even within the same service model, administrators prioritize very different services. The Netherlands stands out for exceptional contact centre investment—spending 3.5 times more than other regions and achieving significantly lower call abandonment rates and first contact resolution. Canada takes a different high-touch approach, investing heavily in one-on-one member counselling with volumes 10 times higher than the Netherlands. </span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">UK administrators minimize spending on member-facing services, focusing on core pension administration activities, like setting up pensions and pension payments. Even so, only 66% of UK plans incept a pension within a month versus 98% and above in Canada and the Netherlands.</span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">High-cost administrators in the Netherlands and Canada spend 4-5 times more than UK peers on information technology and staff support. Underinvesting in IT and technical debt carries long-term risks. As John Senez, Senior Director, Public Services and Procurement Canada, notes, “Technical debt is a common issue in IT today. CTOs are realizing that the cost of not updating systems can sometimes exceed the costs of modernization itself. Sure, plans can achieve low costs per member by not investing in technical debt, but the bill may come back later.”</span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">Finally, it is interesting that Dutch plans incur much higher governance costs due to stricter regulation and additional governance structures like the \"bestuursbureau\", which provides oversight over the sometimes wholly-owned third-party administrator. </span><span data-ccp-props=\"{}\"> </span></p>[/et_pb_text][et_pb_heading title=\"Conclusion\" _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><span data-contrast=\"auto\">The cost differences between plans in different regions reflect strategic choices about how pension administrators serve their members. Two distinct models emerged, the low-cost, core service approach which prioritizes operational efficiency, and the \"high-cost, enhanced service\" approach that invests more in greater member engagement. </span><span data-ccp-props=\"{}\"> </span></p>\n<p><span data-contrast=\"auto\">Even within the same service model, administrators make different choices—the Dutch channel resources into contact centres, while Canada emphasizes one-on-one counselling. Both countries prioritize incepting and paying pensions – mission critical. For pension administrators, these are deliberate decisions about service philosophy. Success lies in aligning your cost structure and service approach with your membership and measuring outcomes accordingly—the question isn\'t whether your costs are high or low, but whether you’re delivering the service your members need to make better retirement decisions.</span><span data-ccp-props=\"{}\"> </span></p>\n<p>&nbsp;</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_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\" 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text_orientation=\"center\" module_alignment=\"center\" custom_margin=\"0px||||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"][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','','','2025-07-09 18:26:48','2025-07-09 18:26:48','',0,'https://www.cembenchmarking.com/research/et_body_layout/research-posts-2/',0,'et_body_layout','',0),(2560,1,'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\" 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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\" custom_margin=\"20px||20px||true|false\"][/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\" 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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\" 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\" 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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 _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"15%\" module_alignment=\"center\" custom_padding=\"15px||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_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\" 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});<!-- [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),(2570,1,'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\" 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><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),(2574,1,'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),(2575,1,'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),(2576,1,'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),(2577,1,'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\" 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 17:18:00','2025-04-03 17:18:00','',2558,'https://www.cembenchmarking.com/?p=2577',0,'revision','',0),(2578,1,'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\" 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></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),(2579,1,'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 _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 17:20:22','2025-04-03 17:20:22','',2558,'https://www.cembenchmarking.com/?p=2579',0,'revision','',0),(2580,1,'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\" 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 17:23:27','2025-04-03 17:23:27','',2558,'https://www.cembenchmarking.com/?p=2580',0,'revision','',0),(2581,1,'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\" 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=\"||||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 17:24:58','2025-04-03 17:24:58','',2558,'https://www.cembenchmarking.com/?p=2581',0,'revision','',0),(2582,1,'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\" 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 17:27:19','2025-04-03 17:27:19','',2558,'https://www.cembenchmarking.com/?p=2582',0,'revision','',0),(2583,1,'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),(2584,1,'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),(2585,1,'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),(2586,1,'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),(2587,1,'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),(2588,1,'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),