Maximising the member experience

Melbourne Briefing: Thursday 23 February

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Peter Jamieson
Executive Director of Customer Experience, GM Holden


Paul Hennessy
Managing Director Australia/New Zealand, Capital Group


Mike Baldwin
Head of Transactional Solutions, Global Transactional Solutions and Client Experience, Westpac Institutional Bank



In a world challenged by regulation, digital disruption, new business models, and an increasing demand for trust and transparency, are you doing all you can to maximise your members’ experience?

Hear about member engagement, retention and loyalty, how positive customer experiences can boost business success, and how funds can approach engagement based on varying client types and communication channels.

Peter Jamieson will discuss the impact of good customer experience management (CEM) in line with current trends in the automotive and telecommunication industries, Paul Hennessy will reveal how Capital Group’s organisational structure, investment process and service strategy has contributed to high investor retention rates, and Mike Baldwin will reveal Westpac’s journey of improving the B2B and client experience, and implementing SuperStream’s payment requirements.

A Q&A session facilitated by Brian Peters, CEO, IQ Group will follow the speaker presentations.

Partnered by

IQ Group Capital Group Northern Trust Westpac


Thursday 23 February 2017
12.00pm registration for
12.30pm start
Concludes at 2.00pm.


Park Hyatt
1 Parliament Place
Melbourne 3002 VIC
Room details:


Member: $133
Emerging Leader: $106
For members of ASFA’s Emerging Leaders program.
Contact us for the promo code.

Non-member: $163
Member corporate table (10): $1,250 inc GST


Briefing and lunch

CPD Points

This event qualifies for one Continuing Professional Development (CPD) point.


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