CSBA Superannuation CX Forum 2021 | Fund Executives Association Limited | 22 October 2021 | 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

2021 Speakers

Professor Don O’Sullivan
Melbourne Business School

Kathleen Crawford
Retired Patient Safety Manager

Dr Damian Cotchett
Consumer Psychologist

Deb Ganderton
CEO, GMC