KNOW AND RETAIN FOR THE LONG GAME
Knowledge is power!
Have you got the in-depth knowledge required of your member base to maximise retention?
In an increasing world of sameness, knowing the drivers, unique characteristics and aspirations of your members can provide you with a meaningful way to differentiate your fund and build genuine long-term loyalty.
In association with FEAL and KPMG, the 2022 CSBA Superannuation CX Lunch Forum will host a selection of industry experts and thought leaders who will explore the enduring issue of retention.
Hear the latest sector trends and insights impacting member loyalty and discover how knowledge can be transformed into a competitive advantage.
Hear from industry experts and thought leaders, including:
Karen Halligan – Partner KPMG Customer, Marketing, MarTech and Media Advisory
Karen joined KPMG almost 5 years ago after 20+ years in the Media and Marketing Industry, holding senior positions in Consulting, Media Agency, Client and Media Owner organisations, including as Managing Director at Zenith Media, National Commercial and Operations Director at Southern Cross Austereo, General Manager of an Independent Media Agency and Marketing roles at Coca-Cola.
She currently leads KPMG’s Media Advisory, CMO Advisory and MarTech offerings.
David Ryan – Partner KPMG, Technology Advisory Team
David is a partner in KPMG’s Technology Advisory team. He has over 15 years’ technology strategy and transformation experience supporting market leaders across a number of sectors, including superannuation, insurance, banking, energy, telecommunications and corporates.
David and his team specialise in helping clients navigate the complex pathway of utilising data and technology to deliver incredible value to customers and business alike, driving awareness, prospecting, engagement and loyalty.
How MarTech delivers an Enhanced Customer Experience
Customer experience is fast becoming a ticket to play in the Superannuation sector with the sector investing heavily in capability, data, and technology uplift to meet the new expectations. A large proportion of these investments are landing squarely in MarTech (Marketing Technology). KPMG will demonstrate how to make strategic decisions on these investments, how to navigate the complex MarTech eco-system and how to avoid common pitfalls.
Jason Smith – Director of Customer Experience, Foxtel
A 20-year veteran of Foxtel, Jason has led a successful and varied career across contact centre, technology and experience roles with increasing seniority and influence.
Since then, the role has evolved with a greater focus on experience insight and design where, as Director or Customer Experience he leads the evolution of the Foxtel Group’s service experience with a vision to make it easy for customers to watch the TV they love.
Unlocking the Metrics that Matter
The entertainment landscape is constantly evolving, with new competitors entering the marketplace every year – and as a premium brand, Foxtel saw this first-hand. With a well-established Voice of Customer program in place, Foxtel already understood that meeting customer expectations was key to driving loyalty. But, with a constantly evolving industry, it means a CX program should evolve with it. Jason will take you through the process of evolving a CX program to accommodate new customer journeys, discovering metrics that matter, and drawing a straight line from CX insight to action.
Lynette Walsh – Head of Retention, AON
Lynette has worked in a variety of roles in insurance broking throughout the past twenty years. Originally working in motor and personal lines insurances, she continued her career in corporate broking becoming a specialist in managing property, media, and IT portfolios. Lynette has been the senior broking contact for various industries, each with their own unique risk requirements including complex liability, property, travel, marine personal accident, and professional exposures. In her leadership positions since 2015, Lynette has applied her Masters in Strategic Management, strengthening financial results whilst improving customer service and people/talent development.
Lynette’s passion, in both her client and management work, is to help people and companies through difficult times to prosper, whilst also setting pre-emptive strategies to avoid problems through risk management, process improvement and sound inspirational advice and leadership.
Client Experience rooted in Better Decisions
Lynette will deliver insights on Aon’s client experience strategy Delivering Aon United, including the aspiration, the methodology and the enablers all required to deliver with excellence.