2019 FEAL February Luncheon Briefing

It is the mantra of many organisations today, to put the customer at the centre of everything they do. But it is a lot easier said than done. While many organisations are quick to adopt a digital strategy to better meet customer needs, this isn’t the only solution required. Today’s customers and members are multifaceted, have high expectations, and aren’t always straightforward and clear in articulating what they truly want. Yet understanding and responding to these increasingly complex needs, through digital and other channels, is vital to the future success of superannuation funds.

Amanda Hicks, Partner – KPMG Acuity, has spoken to hundreds of thousands of customers and members from a range of industries over the past 20 years. She shared her insights into their thinking at the first FEAL luncheon for 2019.

Amanda Hicks is the founder and managing director of Acuity Research & Insights – one of Australia’s leading boutique market research consultancies, which was acquired by KPMG in 2017. Amanda brings over two decades of experience in marketing and consumer insights and works closely with some of Australia’s leading corporations and organisations on customer, employee, stakeholder and corporate strategy; providing deep, actionable understanding of consumers in today’s fast changing world.