CSBA & FEAL Superannuation CX Forum

Creating better member outcomes.

Through better member experiences.

Despite the extraordinary challenges 2020 has thrown at the sector, CSBA’s latest research shows that funds have performed better than expected when it comes to providing members and employers with positive customer experiences.

But, with Australia in recession and no end to the COVID crisis in sight, we all know that members are going to need help and guidance more than ever before.

The CX Forum will bring industry experts and thought leaders together to explore the central role that experience plays in engaging, educating and empowering members. The aim being to create a platform for you and your colleagues to explore the possibilities, share ideas and reimagine member experience.

Over the course of the morning we’ll explore:

• Latest research findings and insights
• Australia’s vulnerability crisis & the impact of COVID
• Providing education and advice – at the moments that matter
• Injecting experience into advice design and delivery
• Building organisational resilience to enable change and innovation

You’ll hear from thought leaders and industry heavy weights, including:

Marty Wilson | TEDx Speaker | Superannuation Forum MC & Keynote

Aside from being Australian Comic of the Year, Marty is a TEDx Speaker who helps companies through times of change, disruption and innovation.

As someone who has spent his life studying resilience, he is well known for delivering meaningful and actionable learnings alongside laugh out loud stories.

Ciara Sterling CEO | Thriving Communities Partnership

As CEO of the Thriving Communities Partnership, she convenes over 250 organisations together with people with lived experience to forge deeper understanding of vulnerability and drive change through social design.

Ciara is a leader who believes in the power of cross-sector collaboration to create real change for people experiencing vulnerability and exclusion.

Andrew Boal CEO and Head of Fintech & Market Insights | Rice Warner

Andrew has spent 30+ years driving research and public policy in various areas, including retirement adequacy, retirement income products, member disclosure and advice, engagement and digital solutions.

When it comes to helping members achieve better retirement outcomes he believes funds need to provide information, guidance and advice – at the right time for the member.

Adrian Gervasoni Executive Manager – Advice Solutions | IFS

Adrian is passionate about the role advice can play in helping members achieve better retirement outcomes and in his role at IFS champions advice strategy.

He believes the critical, yet often missing ingredient, in advice model construction is applying an experience design process that begins with the member’s needs and experience expectations – as opposed to relying on standard regulatory definitions.

As this year’s Forum is an online event, we’re encouraging program participants to invite a variety of people from your organisation who you think will benefit from the sessions – including those responsible for or involved in member experience and service, financial advice, marketing and communications, compliance or other departments.