The message to trustees, administrators and scheme managers is clear: act now to ensure AI is adopted safely and responsibly. We welcome this. The industry needs innovation, and it needs guardrails. TPR is right to frame AI as an opportunity to improve administration, member engagement and decision-making, while insisting that trustees remain accountable for outcomes, even where third-party AI systems are involved.
TPR highlighted that schemes and providers are already using AI-powered tools to automate routine tasks and provide more tailored support to members. Personalised member communications, fraud detection, data quality improvement: the potential is significant.
The regulator also pointed to the risks. AI-enabled scams, increased cyber threats, bias in automated decision-making, and members relying on unregulated AI tools for financial planning. These are serious concerns and they deserve serious attention.
For us, the most important thread in TPR's guidance is accountability for data. The regulator is asking schemes to develop clear data strategies, ensure compliance with data protection rules, and maintain robust controls over any AI systems they adopt, whether built in-house or provided by third parties.
This is exactly the right emphasis. In financial services, the biggest risk in adopting new technology is not the technology itself. It is what happens to member data in the process.
Most personalised communication solutions require sensitive data to be transmitted to external servers for processing. That creates a data security risk. It introduces a third-party data processor. And it makes compliance harder for trustees who are, as TPR reminds us, ultimately responsible.
Video Canvas from FCX Technologies was built from the ground up to solve this exact problem. The Video Canvas SDK (software development kit) is installed on the client's own infrastructure and assembles each personalised experience directly in the member's browser. No member data is transmitted to FCX Technologies or to any third party. No individualised videos are pre-rendered or stored externally.
FCX Technologies is neither a data controller nor a data processor. Member data never leaves the client's environment.
That means pension providers and schemes can deliver highly personalised, interactive video communications to members today, with names, numbers, projections and individual data spoken and visualised dynamically, without introducing any additional data security risk.
This is not a future ambition. It is available now.
The technology TPR is encouraging the industry to adopt responsibly already exists in a form that meets the regulator's own expectations around data governance and accountability.Video Canvas experiences are already helping members across the UK understand their pensions, engage with their annual benefit statements and take action on their retirement planning. One scheme using Video Canvas saw an 80% boost in engagement with their Video Annual Benefit Statements. And 78% of members who viewed a personalised Video Canvas experience said they were inclined to engage with and consider making changes to their pension.
The recap game, an interactive element built into every Video Canvas experience, captures documented evidence of whether a member understood the key messages. That is precisely the kind of consumer understanding evidence that trustees are increasingly expected to demonstrate.
TPR's guidance is a positive step. It signals that the regulator is serious about enabling innovation while protecting members. We share that ambition entirely.
If you are a trustee, a pension provider, or an administrator exploring how to improve member engagement without compromising on data security, we would welcome the conversation.
The technology is here. The evidence is strong. And the regulator is encouraging you to act now.
Talk to the Video Canvas team to find out more. Contact us
"Great video content is so engaging for members, especially when it is deeply personalised to them. We chose to partner with Video Canvas, not just for great tech, but for their creativity and their strong focus on security."
Chris Connelly
Chief Strategy Officer
