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

PANEL MEMBERS:

BEN NORMAN
Senior Ombudsman - Superannuation at AFCA

Other Panel Members 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

• Unlocking Personalisation at Scale: How integrated customer data platforms (CDPs) and marketing tech can deliver tailored member
experiences across touchpoints.
• Breaking Down Silos: Strategies to align data, marketing, and service functions to create a unified view of the member journey.
• Measuring What Matters: Using data-driven insights to track engagement, improve retention, and optimise campaigns for better member outcomes.

NEIL BENSON
CEO at Superware

• 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:

ADRIAN GERVASONI
Executive Manager, Advice Solutions at Industry Fund Services

PANELLISTS:

EMMA JONCESKI
Adviser Proposition Lead at Aware Super

Other Panel Members TBA

• Cutting Through the Hype: Demystifying AI to understand what genuinely enhances member experience versus what’s just buzzword-driven.
• Real-World Applications: How super funds and financial services are successfully embedding AI into CX, from chatbots to personalised nudges.
• Staying Ahead Without Burning Out: Strategies for keeping pace with rapid AI developments while aligning with member needs, privacy, and trust.

LUKE JAMIESON
CX Evangelist at Operata

14:50 AFTERNOON TEA

• Decoding Generational Values: Understand the financial attitudes, expectations, and communication preferences across Boomers, Gen X, Millennials, and Gen Z.
• Personalisation vs Privacy: Balancing tailored messaging and digital engagement with generational sensitivities to data use and trust.
• Channel & Content Fit: Identifying the right mix of platforms and message formats—SMS, email, video, social—for each cohort.
• Life Stage & Lifestreaming: Aligning engagement strategies with generational life stages—from accumulation to decumulation—while acknowledging evolving lifestyle priorities.

PANEL MEMBER:

KARISHMA MENDIRATTA
Head Of Customer Insights, Strategy and Experience, Australian Retirement Trust

MARIO GARRIDO
Chief Growth Officer at Team Super

• 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

JOHN BURKE
Managing Director and Founder at Kyudo

SARAH PENN
Founder & CEO, Mayflower Consulting

• 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