North America’s retirement and pension ecosystem is under pressure to evolve. Demographic shifts, rising regulatory scrutiny, and participant demand for more personalized, digital-first experiences are reshaping expectations. At the same time, providers face cost pressures, legacy technology debt, and competition from FinTech’s and adjacent financial services players that set new digital experience benchmarks.
Within this landscape, recordkeepers find themselves at a pivotal crossroads. They must balance between their traditional role of being the operational backbone and a compliance gatekeeper with the emerging mandate to become digital experience orchestrators, data-driven advisors, and efficiency leaders. The question is no longer whether recordkeepers must transform, but how fast and in which direction.
Everest Group’s 2025 North America Retirement and Pensions Digital Maturity Survey captured quantitative responses from senior executives at leading recordkeepers and TPA firms, then benchmarked these results against industry best-in-class expectations.1 The research distills their scores across five maturity levels – digital readiness, operational efficiency, experience, cost, and regulatory compliance – and assigns an aggregate score on a four-point scale for each.
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