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Tiaa Sales

To help secure financial futures through exceptional service and personalized solutions, becoming the premier lifetime security provider for those who serve others

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To help secure financial futures through exceptional service and personalized solutions, becoming the premier lifetime security provider for those who serve others

Strengths

  • REPUTATION: 100+ year history as trusted financial institution
  • EXPERTISE: Specialized knowledge in retirement solutions
  • STABILITY: Strong financial foundation with $1.4T AUM
  • RETENTION: Industry-leading 97% client retention rate
  • CHANNELS: Established institutional relationships with 15k+ orgs

Weaknesses

  • DIGITAL: Outdated tech platforms limiting client experience
  • SEGMENTATION: Limited market presence beyond core segments
  • ACQUISITION: High customer acquisition costs vs competitors
  • AGILITY: Slow product development and approval processes
  • TALENT: Aging advisor workforce without succession pipeline

Opportunities

  • EXPANSION: Growing need for financial guidance post-pandemic
  • MILLENNIALS: Capturing next-gen clients with digital solutions
  • ESG: Rising demand for sustainable investment solutions
  • WEALTH: Expanding holistic wealth management services
  • PARTNERSHIPS: Strategic alliances with fintech innovators

Threats

  • COMPETITION: Low-cost robo-advisors disrupting market share
  • REGULATION: Changing fiduciary requirements increasing costs
  • MARKET: Continued economic uncertainty affecting investments
  • DEMOGRAPHICS: Aging client base with shifting financial needs
  • PERCEPTION: Brand viewed as traditional vs. innovative

Key Priorities

  • DIGITAL: Modernize technology platform for omnichannel experience
  • SEGMENTS: Expand market reach beyond traditional core segments
  • TALENT: Develop next-gen advisor recruitment and training
  • INNOVATION: Accelerate product development for emerging needs
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To help secure financial futures through exceptional service and personalized solutions, becoming the premier lifetime security provider for those who serve others

DIGITAL TRANSFORM

Create best-in-class financial technology experience

  • PLATFORM: Launch integrated advisor+client platform with 80% advisor adoption and 65% client engagement
  • AUTOMATION: Implement AI-powered service workflows reducing processing time by 40% across top 5 client journeys
  • EXPERIENCE: Achieve 75 NPS score for digital experience through omnichannel personalization capabilities
  • ANALYTICS: Deploy predictive client needs model with 85% accuracy for next-best-action recommendations
MARKET EXPANSION

Capture growth beyond traditional core segments

  • SEGMENTS: Increase new client acquisition in emerging segments by 35% through targeted campaigns
  • OFFERINGS: Launch 3 new solutions tailored to millennial/Gen Z needs with $250M in new assets
  • PARTNERSHIPS: Establish 5 strategic alliances with complementary services expanding total addressable market
  • ENGAGEMENT: Achieve 40% higher digital engagement metrics from next-gen clients vs. industry benchmark
TALENT REVOLUTION

Build the advisor and tech workforce of the future

  • RECRUITMENT: Hire 150 next-gen advisors with 50% diversity representation and 90% retention
  • CAPABILITY: Complete digital upskilling certification for 85% of client-facing staff
  • SPECIALISTS: Build AI/ML center of excellence with 25 dedicated experts driving innovation
  • CULTURE: Achieve top-quartile engagement scores in innovation and agility dimensions
PRODUCT INNOVATION

Accelerate solutions for evolving client needs

  • DEVELOPMENT: Reduce new solution time-to-market from 18 months to 4 months through agile methodology
  • ESG: Expand sustainable investment offerings with $2B in new assets across 5 specialized solutions
  • DIGITAL: Launch AI-powered financial wellness platform with 50% adoption among eligible clients
  • PERSONALIZATION: Implement dynamic solution customization allowing 75% self-service configuration
METRICS
  • CLIENT RETENTION RATE: 97%
  • NET PROMOTER SCORE: 78
  • REVENUE GROWTH: 12%
VALUES
  • Client First
  • Excellence
  • Integrity
  • Diversity & Inclusion
  • Social Impact
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Align the learnings

Tiaa Sales Retrospective

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To help secure financial futures through exceptional service and personalized solutions, becoming the premier lifetime security provider for those who serve others

What Went Well

  • RETENTION: Client retention exceeded targets at 97%, showing service quality
  • RETURNS: Investment performance surpassed benchmarks in key asset classes
  • DIGITAL: 32% increase in digital platform engagement vs previous period
  • ESG: Successfully launched three new sustainable investment solutions

Not So Well

  • ACQUISITION: New client acquisition fell 14% below target in wealth segment
  • MARGINS: Fee compression continued to impact revenue despite AUM growth
  • ADOPTION: Only 43% adoption rate of newly launched advisory platform
  • COMPETITION: Lost institutional RFPs to more tech-forward competitors

Learnings

  • SEGMENTS: Highest growth coming from non-traditional market segments
  • JOURNEYS: Digital-first clients showing 2.8x higher lifetime value
  • CHANNELS: Hybrid advisor-digital model outperforming single channels
  • PRODUCTS: Customizable solutions generating 24% higher satisfaction

Action Items

  • PLATFORM: Accelerate digital transformation with $50M additional investment
  • TALENT: Launch next-gen advisor recruitment program targeting diverse hires
  • EXPERIENCE: Implement omnichannel client experience across all touchpoints
  • INNOVATION: Create incubator for rapid development of new service offerings
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To help secure financial futures through exceptional service and personalized solutions, becoming the premier lifetime security provider for those who serve others

Strengths

  • DATA: Rich historical client financial data for AI modeling
  • RESEARCH: Established research division adaptable to AI
  • RESOURCES: Financial capacity to invest in AI technologies
  • EXPERTISE: Deep domain knowledge to guide AI implementation
  • TESTING: Controlled environment for AI deployment

Weaknesses

  • LEGACY: Outdated core systems hindering AI integration
  • TALENT: Limited in-house AI/ML expertise and resources
  • ADOPTION: Conservative culture slowing AI implementation
  • INFRASTRUCTURE: Siloed data architecture limiting AI potential
  • STRATEGY: Lack of unified AI roadmap across business units

Opportunities

  • PERSONALIZATION: AI-driven financial advice at scale
  • EFFICIENCY: Automating routine client service interactions
  • INSIGHTS: Predictive analytics for client lifecycle management
  • EXPERIENCE: Conversational AI enhancing client engagement
  • COMPLIANCE: AI-assisted regulatory monitoring and reporting

Threats

  • DISRUPTORS: Fintech competitors with native AI capabilities
  • PRIVACY: Regulatory restrictions on AI use with financial data
  • BIAS: Algorithmic fairness concerns in financial decisions
  • EXPECTATIONS: Client demand for instant, intelligent service
  • SECURITY: Vulnerability of AI systems to sophisticated attacks

Key Priorities

  • PLATFORM: Develop integrated AI architecture across services
  • TALENT: Acquire specialized AI expertise through hiring/training
  • EXPERIENCE: Launch AI-powered client journey orchestration
  • GOVERNANCE: Establish ethical AI framework for responsible use