Leading transformational change in a trustworthy digital society
The world around us is rapidly changing. In the last few years alone, we have seen significant innovation and disruption. Emerging generative Artificial Intelligence (AI) tools like ChatGPT are just one example of what the future might hold for us all.
And while digital transformation creates endless opportunities for organisations – including superannuation funds and life insurers – to deliver simpler, faster and safer experiences for their customers, the challenges are becoming increasingly complex. Beyond AI, the issues at play include cyber, data and cloud – in addition to struggles with legacy technologies, bureaucratic processes, digital adoption and lack of trust.
The World Economic Forum quotes that a functioning society is built on trust. Every interaction with consumers has the potential to build or erode trust. As an industry invested in transformation, trust needs to be at the heart of our digital strategies, so we can increase engagement for superannuation fund members and deliver better experiences grounded in security, privacy and ethics.
In partnership with TAL, the FEAL July Luncheon briefing welcomed former senior NSW Government Minister for Customer Service, Victor Dominello for a conversation on digital trust. With public sector organisations being notoriously difficult to transform, Victor shared anecdotes on the NSW success story and how it accelerated digital transformation, plus some of the challenges along the way. Exceeding its digital goals two years early, more than 85 percent of Service NSW transactions are now available online.
The keynote was followed by a leadership panel and open audience discussion on the implications and considerations for the superannuation and life insurance industries.
The Hon. Victor Dominello, Former senior NSW Government minister
During his 12-year cabinet career he held a range of portfolios including Digital Government, Innovation, Finance and Aboriginal Affairs. In 2019 Victor was appointed the world’s first Customer Service Minister and in July 2022 he was recognised by The Australian newspaper as one of the country’s top 100 innovators.
Victor is recognised globally for the role he played in transforming public service delivery in NEW South Wales through initiatives such as the Department of Customer Service, Service NSW and the Digital Restart Fund.
Prior to entering politics Victor was a partner in a commercial law firm for more than a decade.
Jenny Oliver, Chief Claims Officer, TAL
Jenny Oliver was appointed Chief Claims Officer in June 2019. Since joining TAL in 2001, she has held a range of finance, operations and commercial roles within the organisation. Most recently, Jenny was General Manager of TAL’s Group Insurance business and under her leadership TAL's Group business continued to strengthen and grow with new partnerships. Jenny brings to this role strong leadership and empathy for customers and a deep appreciation and understanding of the importance of TAL’s claims function.
Before joining TAL, Jenny worked at Deloitte Australia. She is a Chartered Accountant and holds a BEc and BComm from The Australian National University.
Jo Brennan, Chief Operating Officer, Aware Super
Jo is a highly experienced executive who is passionate about leading with purpose, supporting the development of her teams, and harnessing technology to deliver profoundly simple customer experiences. As Chief Operating Officer at Aware Super Jo leads the Technology, Operations and Service Teams along with the whole of fund transformation program called ‘Catalyst’.
Prior to joining Aware Super, Jo was General Manager with CBA, QBE and Macquarie. Along with her extensive financial services experience she also has worked in the not for profit sector having been CEO for Habitat for Humanity Australia. She is also an experienced board director and is currently on the board of Adara Development (www.adara.org.au).
Sydney
Date: THURSDAY 13TH JULY
Venue: kpmg
address: Level 38 Tower 3/300 Barangaroo Ave
SPEAKER: The Hon. Victor Dominello, Former senior NSW Government minister
PANEL: Jenny Oliver, Chief Claims Officer, TAL and Jo Brennan, COO, Aware Super
MElbourne
DATE: TUESDAY 18TH jULY
Venue: the Westin
Address: 205 Collins Street
SPEAKERs: The Hon. Victor Dominello, Former senior NSW Government minister &Jenny Oliver, Chief Claims Officer, TAL
Time: 12.15pm - 2.00pm (AEST)
Cost: FEAL Members: $0 & Non-members: $145 (inc GST)
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