Delegate Registration & Coffee

Opening remarks from Chair

STEPHEN HUPPERT
Independent Consultant & Advisor

• What does “member engagement” actually mean in superannuation?
• Is more engagement is always better?
• Behavioural inertia vs informed decision-making: what are we really trying to shift?

STEPHEN HUPPERT
Independent Consultant & Advisor

• What’s driving change in member engagement—from technology to trust
• New tools, channels, and thinking: how leading funds are innovating
• Hyper-personalisation, AI, and behavioural nudges—what’s real and what’s hype?
• Future-focused engagement strategies for a diverse and disengaged member base

MODERATOR: TBA

PANELLISTS: TBA

• Using data to segment meaningfully and engage members on their terms
• How AI is enabling dynamic content, smarter timing, and predictive engagement
• The role of automation in delivering consistent, relevant interactions at scale
• Balancing personalisation with privacy, transparency, and trust

ANTHONY CANEVA
Managing Director, Signal Advisory

10:50 MORNING COFFEE & NETWORKING

• Moving from passive feedback to active advocacy: what does real consumer focus look like?
• How funds are embedding member voices in boardrooms, product design, and communications
• Bridging the gap between regulatory obligations and lived member experience
• The role of leadership, culture, and systems in driving a member-first mindset

MODERATOR: TBA
PANELLISTS: TBA

• Communicating with empathy, transparency, and relevance—what members actually respond to
• Building confidence by making the complex feel simple and the distant feel personal
• How tone, timing, and channel choice impact trust and engagement
• Moving from compliance messaging to meaningful conversations with members

DUNCAN MCPHERSON
Founder & Principal, Borromean Consulting

• The Changing Australian Consumer Landscape
• Defining Vulnerability in 2025 and Beyond
• Key Segments and Their Needs

MIA LANDER
Strategic Advisory, KPMG Australia

12:50 LUNCH BREAK

• How advice—both intra-fund and comprehensive—supports deeper member engagement
• Collaborating with advisers to personalise the member experience and build trust
• The evolving expectations of members: where do advisers fit in?
• Opportunities and challenges in integrating advice into the broader engagement strategy

MODERATOR: TBA
PANELLISTS: TBA

• Applying design thinking to uncover unmet member needs and pain points
• From personas to prototypes: how to co-create solutions with members, not just for them
• Balancing regulatory, operational, and member-centric requirements in experience design
• Real-world examples of design-led improvements in member journeys and communications

14:50 AFTERNOON TEA

• Streamlining claims processes to reduce delays and member stress
• Ensuring empathy, transparency, and clarity in communications during difficult times
• Collaborating effectively with insurers, trustees, and administrators for better outcomes
• Leveraging technology and data to support faster, fairer, and more consistent decisions

• Understanding regulatory boundaries: what you must say vs what you should say
• Avoiding greenwashing, overpromising, and misleading communication risks
• Design & Distribution Obligations, and other frameworks shaping engagement
• Aligning compliance, legal, and member experience teams to build trust and stay on message

JONATHAN STEFFANONI
Managing Partner, Legal & Prudential

• How to reframe mandated disclosures and reforms as trust-building opportunities
• Lessons from recent regulatory changes—what worked, what didn’t, and why
• Strategies for making complex or compulsory messages clear, relevant, and engaging
• Balancing legal obligations with a member-first communication approach

MODERATOR:

JOHN BURKE
Managing Director and Founder at Kyudo

PANELLISTS:

HAYLEY POPE
Chief Risk Officer at First Super

Closing Remarks from the chair

17:00- 18:00 1 Hour Networking Drinks