Pension administrators are experiencing an industry transformation driven by demographic shifts, rising service expectations, and breakthrough technologies. Last week, I had the privilege of moderating Vitech’s panel discussion titled “Modernizing Pension Administration: Key Trends Shaping 2025,” featuring insights from Vitech experts working closely with public and private pension organizations across North America.
Key Takeaways:
The Urgency of Modernization
The pressure on our industry is mounting. Retiring baby boomers are creating increased workload and complexity, while digitally fluent members and employers expect seamless, real-time experiences. Legacy systems weren’t built for today’s demands, but modern platforms like V3locity leverage automation and AI to deliver measurable improvements in efficiency, compliance, and service quality.
Common Pain Points
Christa Monte, Director, Product Management, highlighted critical inefficiencies persisting in many pension offices—manual workflows, disconnected systems, and error-prone processes that increase costs and jeopardize member trust when mistakes occur.
Stergios Verekos, Principal Solution Consultant Director, emphasized the compliance risks of outdated processes, noting that evolving regulations require centralized systems and clear audit trails to avoid scrutiny and penalties.
Justifying the Investment
Christine Koch, Fellow, Solution Delivery, offered a compelling perspective on modernization as a value driver. “It’s not about replacing old technology just for the sake of it,” she said. “It’s about shifting the conversation to long-term value.” The hidden costs of inaction—delays, manual tasks, and error corrections—ultimately exceed modern technology investments.
The AI Evolution
Our panel explored AI’s transformative potential across three generations:
- Traditional AI enables document recognition, instantly identifying incorrect files
- Generative AI powers real-time, personalized communications, improving member interactions
- Agentic AI—on the horizon—promises further automation, such as updating records, triggering workflows, and issuing paperwork from simple inputs
At Vitech, we’re actively developing solutions that incorporate these capabilities to help pension administrators work smarter, not harder.
Meeting Diverse Expectations
Demographic shifts require a hybrid service model: intuitive self-service for tech-savvy members alongside personalized human support for those needing assistance. We discussed solutions ranging from gamified dashboards for active members to empathetic phone support for retirees—ensuring inclusive, accessible service across generations.
Building Trust in Volatile Times
With market volatility affecting stakeholders, communication and transparency have never been more important. Tools like our Campaign Center enable funds to proactively engage members and address concerns before they escalate.
The Road Ahead
I want to emphasize that modernization doesn’t require an immediate overhaul. Start with your biggest inefficiencies, deliver wins, and build from there. Transformation is a journey—and my team at Vitech is here to support you every step of the way.
Continue the Conversation
Whether you’re navigating legacy systems, exploring AI, or ready to future-proof your operations, I invite you to connect. Let’s work together to deliver smarter, faster pension services that meet today’s challenges.
Couldn’t make it to our panel? Watch the replay here and contact your Vitech representative. Visit us at https://www.vitechinc.com/contact/ to discover solutions that will help your business thrive and operate with greater flexibility in today’s dynamic marketplace.
