Hearing the voice of the member - Professional Pensions DC Conference
On 12 April, Gary Smith, Head of Defined Contribution (DC) Consulting, spoke on ‘hearing the voice of the member’ at the Professional Pensions Defined Contribution Conference 2016.
General discussion at the conference was around current market trends and how new legislation has impacted the DC market.
Gary’s presentation emphasised the importance of a member-centric design, highlighting that a universal metric of success is customer happiness and ultimately, members are our customers.
He demonstrated research from our Employee Insight Report on member attitudes and concerns regarding retirement and built upon these issues to showcase how the application of data analytics and segmentation can deliver better member outcomes.