Enhancing the Customer Experience
Most people understand the importance of saving for retirement. Yet, nearly 6 in 10 workers (58%) say that preparing financially for retirement stresses them out, according to the Employee Benefit Research Institute.*
With this in mind, Mutual of America set its sights on reimagining the customer experience and how we empower plan sponsors and their participants to maximize the benefits of their retirement plan.
“Knowing your customers is critical to providing a relevant and meaningful experience, so we spoke directly with plan sponsors to better understand their needs and wants,” said Debra Cruz, Senior Vice President, Customer Experience Management.
“We learned that customers value choice and convenience when it comes to accessing plan information. They want customized, actionable tools and information that can help them feel more confident about their retirement plan. And they want the high-touch, high-value service and support they’ve come to expect from Mutual of America.”