A roadmap for emerging technology

4 min read
4 min read

The retirement landscape is undergoing a seismic shift. One of the most significant changes we’ve seen, is the increased desire and commitment to innovation, and the potential for emerging and disruptive technologies to deliver real benefits to funds, members, advisers and employers.

Some of these emerging technologies are already having an impact and it’s our collective responsibility to make sure they deliver the best outcomes for members in such a crucial stage of their lives. This means ensuring improved financial security, data privacy, increased efficiencies and simplified digital experiences to give people what they need, when and where they need it.

What are disruptive technologies?

In the context of superannuation, these are technologies that challenge conventional norms and supply innovative pathways to deliver products and services that matter most to our clients and their members.

Take artificial intelligence (AI). It’s a game-changer, enabling machines to perform tasks that usually need human intelligence. AI can provide advice, customer service, retirement strategies and identify fraudulent activity. The key is not to replace human interaction, but to augment and elevate it by solving a problem with a higher quality solution, faster than ever before.

Generative AI adds an exciting dimension, allowing machines to create realistic content, including text, images, audio and video. This allows us to produce genuinely tailored content for members, imagine statements, and educational content. It features strongly in member interactions with the contact centre and service staff by providing real time information and guidance that aligns outcomes with member requests.

At Link Group, we’re currently using AI-augmented software engineering through GitHub Co-Pilot to enhance software development, improving code quality and the adoption of agile and DevOps methodologies.

Biometric technologies are also part of our go-forward strategy for stronger financial crime controls. Fingerprints and facial recognition have gained greater popularity in enhancing security and convenience, enabling more seamless identity verification and access control.

How are emerging technologies different?

Emerging technologies hold the promise of substantial future impact. Let’s dive straight into some of these.

Big Data and Analytics is the next frontier for driving automation, insights and analytics. Processing and analysing large and complex data sets to improve decision-making around customer satisfaction, operational efficiencies and competitive advantage. AI can automate predictive modelling to provide next best actions that create better member experiences and retirement outcomes.

Federated Machine Learning (FML) offers a decentralised approach where multiple parties can build a shared model without sharing raw data. If we think about the collective intelligence and data held in different organisations across the pension industry, FML has the potential to be a powerful tool unlocking valuable insights that can allow better support, advice and decision making in retirement.

Robotic Process Automation (RPA) can improve productivity, reduce human error, costs and risks, while also freeing up resources to focus on more complex member enquiries and personalised customer interactions.

Pervasive Cloud Computing offers universal access to cloud services and resources, regardless of location, device or network. For the retirement market, this allows superior scalability, enhanced security and resilience, as well as protection from cyberattacks and natural disasters. The benefits flow through to members, with access anywhere at any time, enhanced user experience, data security and tailored services.

API-centric SaaS allows seamless integration and customisation of software and services through application programming interfaces (APIs). These days, people want information in real time and this technology offers easy integration, efficient automation, faster transaction processing and more personalised experiences.

At Link Group, we believe the integration of disruptive and emerging technologies into the superannuation system has the potential to revolutionise the way members plan for and live in retirement. However, the true measure of success will be our ability to balance innovation with ethics, ensuring the benefits are shared by everyone, and no one is left behind in their pursuit of their best possible retirement.

Link Group sponsored a keynote address and moderated a parallel session at the ASFA Conference on 29 November.

1. Nita Farahany, distinguished professor and scholar from Duke University, an expert on the ramifications of new technology on society, law and ethics and one of the panellists involved in the AI Machine, Bots…The future face of super session.

2. Professor Farahany’s keynote session ‘Controlling our bodies and minds – What does the AI-enabled future really look like?

Explore our thinking and insights as we share our view on technology trends in the retirement market including opportunities and challenges for the industry. You can download our insights here: Technology trends in the retirement market

Picture of By  Devan Naidoo

By Devan Naidoo

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Carmen Beverley-Smith

Executive Director - Superannuation, Life & Private Health Insurance, APRA

Sessions

Keynote 8 – Navigating the energy transition: opportunities, investor strategies and policy needs

Carmen joined APRA in March 2023 and holds the role of Executive Director, Life and Private Health Insurance and Superannuation.  

She has had an esteemed career in financial services, spanning over 25 years. She has held diverse leadership roles at Westpac and Commonwealth Bank of Australia, including across risk, transformation and change, product and portfolio development, and sales and service. 

Prior to joining APRA, she held the role of General Manager, Risk Transformation Delivery Integration at Westpac. This involved leading the group-wide implementation of a suite of solutions to uplift risk management capability and develop data, analytics and reporting. 

Carmen leads with a values-driven approach and a particular interest in developing and mentoring talent. 

She holds a Bachelor of Commerce and Accounting, is a certified Chartered Accountant and a Graduate of the Australian Institute of Company Directors. 

Amy C. Edmondson

Novartis Professor of Leadership and Management, Harvard Business School

Sessions

Keynote 8 – Navigating the energy transition: opportunities, investor strategies and policy needs

Amy C. Edmondson is the Novartis Professor of Leadership and Management at the Harvard Business School, a chair established to support the study of human interactions that lead to the creation of successful enterprises that contribute to the betterment of society.

Edmondson has been recognized by the biannual Thinkers50 global ranking of management thinkers since 2011, and most recently was ranked #1 in 2021 and 2023; she also received that organization’s Breakthrough Idea Award in 2019, and Talent Award in 2017.  She studies teaming, psychological safety, and organisational learning, and her articles have been published in numerous academic and management outlets, including Administrative Science Quarterly, Academy of Management Journal, Harvard Business Review and California Management Review. Her 2019 book, The Fearless Organization: Creating Psychological Safety in the Workplace for Learning, Innovation and Growth (Wiley), has been translated into 15 languages. Her prior books – Teaming: How organizations learn, innovate and compete in the knowledge economy (Jossey-Bass, 2012), Teaming to Innovate (Jossey-Bass, 2013) and Extreme Teaming (Emerald, 2017) – explore teamwork in dynamic organisational environments. In Building the future: Big teaming for audacious innovation (Berrett-Koehler, 2016), she examines the challenges and opportunities of teaming across industries to build smart cities. 

Edmondson’s latest book, Right Kind of Wrong (Atria), builds on her prior work on psychological safety and teaming to provide a framework for thinking about, discussing, and practicing the science of failing well. First published in the US and the UK in September, 2023, the book is due to be translated into 24 additional languages, and was selected for the Financial Times and Schroders Best Business Book of the Year award.

Before her academic career, she was Director of Research at Pecos River Learning Centers, where she worked on transformational change in large companies. In the early 1980s, she worked as Chief Engineer for architect/inventor Buckminster Fuller, and her book A Fuller Explanation: The Synergetic Geometry of R. Buckminster Fuller (Birkauser Boston, 1987) clarifies Fuller’s mathematical contributions for a non-technical audience. Edmondson received her PhD in organisational behavior, AM in psychology, and AB in engineering and design from Harvard University.

 

Daniel Mulino MP

Assistant Treasurer and Minister for Financial Services

Sessions

Keynote 8 – Navigating the energy transition: opportunities, investor strategies and policy needs

Born in Brindisi, Italy, Daniel was a young child when he moved with his family to Australia. He grew up in Canberra and completed his first degrees – arts and law – at the ANU. He then completed a Master of Economics (University of Sydney) and a PhD in economics from Yale.

He lectured at Monash University, was an economic adviser in the Gillard government and was a Victorian MP from 2014 to 2018. As Parliamentary Secretary to the Treasurer of Victoria, Daniel helped deliver major infrastructure projects and developed innovative financing structures for community projects.

In 2018 he was preselected for the new federal seat of Fraser and became its first MP at the 2019 election, re-elected in 2022 and 2025. From 2022 to 2025, Daniel was chair of the House of Representatives’ Standing Economics Committee in which he chaired inquiries; economic dynamism, competition and business formation and insurers’ responses to 2022 major floods claims.

In 2025, he became the Assistant Treasurer and Minister for Financial Services.

In August 2022, Daniel published ‘Safety Net: The Future of Welfare in Australia’, which aims to explore the ways in which an insurance approach can improve the effectiveness of government service delivery.