London, UK, March 29, 2023

Standard Life appoints Merkle for customer experience transformation work for its direct-to-consumer business

Standard Life has appointed Merkle, dentsu’s leading technology-enabled, data-driven customer experience management (CXM) company, to deliver the end-to-end customer engagement transformation of its pensions and savings business.

Merkle’s appointment to handle the data and technology transformation brief, will support Standard Life’s commitment to helping people prepare for and enjoy their retirement by providing a personal customer experience, based on their individual situation with their pension fund.

Merkle will provide tech, data and analytics consultancy, and strategy delivery and implementation designed to help further develop Standard Life’s CRM capability.

Rona Cameron, Head of Customer Engagement at Standard Life, said:

By providing customers with a personal and relevant customer experience we can help them understand their pensions and plan for a life of possibility, by better managing their funds and knowing they are in one place. The Merkle team demonstrated not only the data and technology consultancy required to identify the right outcome-based insights, they can help us deliver an end to end experience that will enable us to retain and grow our relationship with our existing customers.”

Anne Stagg, CEO, Merkle and dentsu CXM UK, said: “Standard Life is one of the most trusted and well-known pension brands in the UK. We are excited to be going on this journey with them, helping them navigate the complex data and technology decisions required to deliver a personal customer experience to help people make the best decisions about their future.”