Unified Customer Experience (CX) is a transformative approach that addresses the challenge of fragmented and disjointed customer interactions common in traditional systems. By integrating all touchpoints – websites, mobile apps, social media, and call centers – into a single, cohesive framework, businesses can eliminate siloed data, streamline operations, and deliver consistent, personalized experiences that meet modern consumers’ evolving expectations. This unified approach ensures a comprehensive customer view, reduces inefficiencies, and lowers costs, all while enabling real-time insights and better decision-making. Generative AI is essential in this transition, offering the ability to enhance personalization, improve product recommendations, and drive innovative strategies. By adopting a unified CX platform, organizations position themselves to deliver seamless customer journeys, foster trust, and secure sustainable growth, establishing an edge in today’s competitive landscape. This viewpoint discusses the case for unifying CX through an AI-native CX platform, the challenges enterprises face scaling AI initiatives leading to the need for unification, how to overcome implementation pitfalls, and the future of CX driven by innovation. Scope All industries and geographies Contents In this report, we examine: The challenges enterprises face when scaling AI initiatives The unification of CX architecture for the AI age Next-generation CX through AI-native CX platforms The implementation pitfalls and how to avoid them The future outlook of CX with technology innovation Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management

The retirement plan industry in the US is evolving rapidly. With over US$37.5 trillion of assets under management as of Q1 2022, it is one of the largest retirement markets in the world. However, about 25% of the working-class population lacks adequate retirement coverage due to insufficient financial awareness and/or limited access to retirement plans. At the same time, factors such as growth challenges, fee pressures, regulatory changes, low interest rates, and excessive costs to maintain legacy systems are further impacting the industry. The COVID-19 pandemic compounded these pressures and led to several large-scale consolidation activities / exits in and from the market. In this report, we explore how participant awareness, efficient operations, and personalized offerings are valuable experience differentiators that can enable retirement plan providers and sponsors to plug gaps in plan participants’ expectations from traditional retirement/pension products and develop their own target-state vision of SUPERior retirement experiences. We also list the drivers of delightful experiences for retirement firms by analyzing the participant journeys of four key demographic groups – young working professionals, mid-career professionals, near-retirees, and retirees – in the US. Scope: Industry: retirement technology Geography: North America Contents: In this report, we: Examine the impact of investments on building innovative retirement experiences and explore the business benefits they realize Offer recommendations on data and technology investments that can help retirement plan providers and sponsors craft SUPERior retirement experiences for their participants Membership (s) Insurance Information Technology Sourcing and Vendor Management