Harness your Voice of Customer


Friday 22 October 2021 | 10am to 3pm | Online 

In a sector responding to dramatic reform and the ongoing impact of the pandemic, Super Funds are under increasing pressure to adapt.

How can funds retain, engage and grow their member base amid so much regulatory compliance? What will customer centricity look like in the new world?

The Forum will bring a range of industry experts and thought leaders together to share how they are leveraging customer feedback to navigate change and drive member-centric innovation.

The Forum will explore:

  • Integrating Voice of Customer: Learn practical strategies for embedding customer insights throughout the entire organisation
  • Breaking down the silos: Hear from industry leaders on how they overcame the most challenging barriers on their transformation journey
  • Understanding member and employer experience: CSBA will reveal the latest research findings and insights to inform your customer-led strategic roadmap
  • Change management case studies: Learn how leaders in Superannuation, Banking and Energy have implemented Voice of Customer programs to gain a significant advantage in Australia and abroad

Meet our engaging industry experts and thought leaders

Professor Don O’Sullivan

Kathleen Crawford, COO

Dr Damian Cotchett, Consumer Psychologist

Deb Ganderton, CEO

What does member centricity look like right now?
Effortless Experience as a powerful source of advantage

Don is an award-winning educator at the Melbourne Business School and a highly sought-after consultant and keynote speaker. He has worked with companies across a range of sectors including Ford, Hertz, Johnson & Johnson, National Australia Bank (NAB), Nestlé, News Corp, PwC, Salesforce, Siemens and Toll.

Maintaining high customer expectations in a merger - How to build on shared values

Kathleen has extensive experience in the financial services industry, with senior management roles across operations, marketing, strategy, change and project management. Following the merger of MTAA Super and Tasplan on 1 April 2021, she now helms operations at Australia’s newest industry fund, Spirit Super.

Building a Customer Experience program from scratch – An International Bank: Case Study

Damian is an expert in business transformation and cultural change, using robust customer experience approaches to deliver impressive business performance results. He has worked with organisations globally in both the private and public sector and has vast experience in driving CX methodologies that include design thinking, customer impact assessments and metrics-driven solutions.

Rethinking customer engagement: data reporting Vs data insight - Lessons learnt from a CEO perspective

Deb is a dynamic speaker and communicator with significant leadership experience in both the public and private sectors. She holds double Masters’ degrees in Arts and Science and is also a qualified foresight practitioner. As CEO, she is leading her team to reimagine the future community needs for cemetery services.

Who can attend the Forum?

Participants in the CSBA FEAL Superannuation CX Benchmarking Program including:

  • Member Experience Managers
  • Member Engagement Managers
  • Insights Managers
  • Operations Manager

Participants can also invite a variety of people within the organisation who would benefit from the sessions including those responsible for retention, strategy, brand, marketing and communications, member services, business performance, compliance and other departments.

NOTE: This event is reserved for professionals in the Superannuation industry. Vendors and suppliers are not permitted to attend.

How do I register our organisation?

Contact Sam Monteath (CX Director, Finance) for registration details – sam.monteath@csba.com.au

Contact Sam Monteath to register