Superannuation funds understand the importance of keeping members happy. Fund executives are...
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Member Experience
Articles
Building the case to review your systems
The current pace of transformation in super administration is perhaps the fastest it has ever been. Driven by technological advancements and regulatory oversight, the pressures on superannuation funds are growing.
Cutting the cord – Contact centre transformation
The archetypal contact centre overfilled with headset-topped operators is going extinct. The clamour of keyboards and overlapping voices to be replaced with relative silence as customer service professionals field inquiries from the comfort of their own home. Companies are having to re-evaluate their technology and whether it is suitable to support these new ways of working.
Attribution models – improving marketing and sales performance in a pandemic
An attribution model is a framework for analysing which touchpoints – or marketing channels – receive credit for a conversion. Marketing departments have been tracking and monitoring their advertising and promotions spend trying to establish the lead source, an ROI or sales pipeline for decades. What is new, is the use of AI and machine learning (ML) to deliver a more precise and reliable attribution model. This leads to an attribution model in which the model is continuously trained, giving organisations the added assurance that their marketing investment decisions are based on current information – including the impacts of living through a pandemic.
New rules of engagement: What the budget means for innovation in superannuation
As is tradition, the 2020-21 Federal Budget contains some big changes to the superannuation system. Head of Advisory Services, Kevin Fernandez, discusses how these changes feed into what is an increasingly competitive environment, in which those that innovate will reap the benefits, and those that fail to will fade into obscurity.