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0 CPD   One day event

Super CX Symposium

Simply being customer-focussed is no longer a point of differentiation in the competitive superannuation market; it's the cornerstone of survival.

In this rapidly evolving world of customer experience AIST's 2019 Super CX Symposium will delve into what it truly takes to become a CX-obsessed organisation.

Hear from leading industry experts as they explore the key challenges in using new technology to satisfy customer expectations, strengthening employer relationships through CX strategy, and understanding what members really want from their superannuation funds.



To download speaker presentations, please click on the download-font-awesome.png download icon inside the session

In a business world where it’s all about new technology, more sophisticated data and tighter margins, are we making enough time to nurture our greatest asset, people? People are our brands and if they don’t understand your organisation and why it exists, then the best marketing systems and campaigns in the world aren’t going to be enough.

In this session, Anita Fox, GM of Brand and Communications at HESTA, will show how the fund’s brand strategy and purpose is bringing people together, and how having your organisation integrated into one team will build stronger brand experiences for employees, partners and members.

download-font-awesome.png Anita Fox General Manager - Brand & Communications, HESTA

For CX innovation to be truly considered successful, the value of information will not come in the collection, but rather the application, which ultimately serves the end customer.

Join us as we hear from two successful CX journeys – both inside and outside superannuation – to compare outcomes and approaches including:

  • The breadth and scope of their respective CX development processes

  • Integrating the customer and business perspectives

  • Transforming the VoC structure – the logistics of surveying and why


download-font-awesome.png David Horton Executive Manager Voice of Customer (VoC) Insights, Suncorp Group

download-font-awesome.png Joanne Scanlon General Manager, Brand and Member Strategy, Rest Super

This session will provide a comprehensive overview of the latest regulatory and policy updates and developments facing CX including:

  • Focus areas post royal-commission

  • Updates on single-touch payroll

  • The Insurance Code


download-font-awesome.png Erin Sales Senior Manager, Campaigns, AIST

At just age 16, Ben Pettingill lost 98% of his eyesight overnight. Thanks to a rare genetic syndrome, Ben found himself facing extreme adversity that no one new was coming. Discovering a new perspective and learning the importance of a strong support network were all vital parts of Ben taking ownership of his situation. Join Ben as he shares his inspiring message of building resilience and how the biggest limit in life is you.


download-font-awesome.png Ben Pettingill Professional Speaker and Resilience Expert

Customer journey management techniques connect all the things your members are doing and expose their real journey, including where they fall away before reaching their goals.

In this interactive session, attendees will get the opportunity to document their members’ journey, whilst being equipped with the techniques (and confidence) to analyse the customer experience.


download-font-awesome.png Margot Birbeck Executive Director, inQuba




The Events Centre, Collins Square, 727 Collins Street, Melbourne