20 / 64
2A
Maximising retention by understanding member behaviour
Arena 1A, Ground Floor
Don Peppers will build on his keynote presentation by diving deeper into the characteristics of the ‘new
consumer’. Your members are sure to be demanding different things in the future, and meeting these
new demands will have a profound influence on your business.
Don will help you deliver by explaining how to use scientific reasoning to make better business decisions
and meet individual customer expectations. He’ll also share case studies from his clients around the
globe to highlight successful strategies.
We’ll then hear how local funds Hostplus and BT Financial Group are developing insight into their
members to drive retention.
Don Peppers
Founding Partner, Peppers & Rogers Group
(USA)
David Elia
(Fellow of ASFA)
Chief Executive Officer, HOSTPLUS and ASFA
Director (Australia)
Melinda Howes
(Fellow of ASFA)
General Manager Superannuation, BT
Financial Group (Australia)
@howesmelinda
Chair:
Leeanne Turner
Chief Executive Officer, MTAA
Superannuation Fund (Australia)
Committee coordinators:
Pauline Vamos
(Fellow of ASFA, ASFA AIF)
,
Director, Banking and Finance Oath
Member strategy
1 CPD point
20
Parallel session two
11.15am – 12.45pm (90 minutes)