That Super Show

Neil Benson & Sarah Penn
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That Super Show brings you the latest news, insights and industry interviews to help Australian superannuation professionals improve retirement outcomes for Australians. Hosted by Sarah Penn, CEO of Mayflower Consulting, and Neil Benson, CEO of Superware.

  1. −2 d

    From Barbell to Ecosystem: Rethinking Member Engagement and Advice in Super with Duncan McPherson

    #29. Guest Duncan McPherson, founder of Borromean Consulting and former Link Advice CEO, joins Sarah and Neil to dig into the evolving intersection of advice and superannuation delivery. The discussion challenges the old idea that there’s a single operating model for advice within funds, arguing instead that the critical issue is how and where each fund draws the line between in-house and external capabilities—a threshold that's now shifting under regulatory, commercial, and technological pressures. The conversation highlights a growing urgency for funds to modernise advice: digital advice is no longer a "bolt-on" but must be woven into the core service ecosystem. Members’ expectations are shaped by the rapid adoption of AI and digital experiences in other sectors—even as Australian consumers remain cautious and want to see human support layered into these new models. The industry’s own conservatism—with compliance teams sometimes slow to adapt after the Royal Commission—is now a real competitive risk, as members increasingly seek quick, personalised answers from tech-driven sources outside the traditional super system. Funds also face a tough commercial reality: new member acquisition is costly and pointless if those members leave quickly. Retention hinges on a consistent, personalised member experience, and advice—particularly digital advice—plays a central role in building ongoing engagement throughout a member’s lifetime, not just at joining or retirement. For those juggling advisor relationships, Duncan notes the tension: advisors can become a channel for assets to leave, especially if funds are seen as hard partners. Making advisor access easy and valued—through dedicated portals, integrated data, and clear strategy—is the only way for funds to remain in the game. ABOUT DUNCAN Duncan McPherson brings more than 30 years' experience across superannuation and advice. Over the past decade, Duncan has worked closely with some of Australia's largest and most progressive super funds and digital advice providers — developing board-approved advice strategies, leading the implementation of scaled and retirement advice services, and supporting organisations at every stage from early direction-setting through to delivery. https://www.linkedin.com/in/duncanmcp/ https://borromeanconsulting.com.au/ ABOUT YOUR HOSTS Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia. www.linkedin.com/in/sarahpennau/ mayflower.com.au Neil Benson is the Global Chief Product Officer at ChandlerCX, where he leads a team focused on the intelligent automation of customer communications. In February 2026, his startup, Novagentic was acquired by ChandlerCX. https://www.linkedin.com/in/neilbenson/ chandler.com.au ABOUT THAT SUPER SHOW That Super Show is a fortnightly podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates, and decisions shaping the industry — without the spin. Subscribe wherever you get your podcasts, and don’t forget to leave us a 5 star review. Got a topic you'd like us to cover? Reach out to either of us on LinkedIn.

    45 min

  2. 3 juni

    Supercharged Conversations: Unpacking the Future Fund Admin Forum 2026

    #28. Join Sarah and Neil as they recap from day two at the Future Fund Admin 2026 forum in Sydney. This episode argues that super funds can’t achieve real member experience improvements by relying only on surface-level changes—like updated communication—without fixing the underlying systems and rules that shape every customer interaction. Through firsthand stories and honest discussion, the hosts show why complexity and legacy processes frustrate members and staff alike, and why personalisation efforts often walk a fine line between helpful and intrusive. The episode pushes leaders to rethink what “good” looks like and to get comfortable questioning long-held ways of doing things. Who should listen Member operations and service leaders wrestling with complaints about process complexityFund digital and product teams struggling to make personalisation feel supportive, not creepyCommunications managers tasked with responding to unhappy members when the root cause is out of their hands “If the underlying machinery isn’t any good… then somehow expecting that communications will somehow magically fix it is… magical thinking.” — Sarah ABOUT YOUR HOSTS Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia. www.linkedin.com/in/sarahpennau/ mayflower.com.au Neil Benson is the Global Chief Product Officer at ChandlerCX, where he leads a team focused on the intelligent automation of customer communications. In February 2026, his startup, Novagentic was acquired by ChandlerCX. https://www.linkedin.com/in/neilbenson/ chandler.com.au ABOUT THAT SUPER SHOW That Super Show is a fortnightly podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates, and decisions shaping the industry — without the spin. Subscribe wherever you get your podcasts, and don’t forget to leave us a 5 star review. Got a topic you'd like us to cover? Reach out to either of us on LinkedIn. Mentioned in this episode: ChandlerCX Internactive Statements It’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements. ChandlerCX

    24 min

  3. 3 juni

    Day One Highlights from the IBRC Future Fund Admin Conference

    #27. Join Sarah and Neil as they recap from day one at the Future Fund Admin 2026 forum in Sydney. This episode grapples with whether Australia’s superannuation industry will really consolidate to just a handful of mega funds—and what that could mean for members, small funds, and fund administrators caught between regulatory expectations and practical realities. Sarah and Neil unpack how the growing focus on members’ real experiences is colliding with operational constraints, regulatory change, and technology. Who should listen: Fund administrators weighing the costs and risks of consolidation, especially anyone managing a small or niche fund.Trustees or CEOs facing pressure over future business models and trustee structures.Operations and communications managers responsible for major regulatory rollouts (like Payday Super), wondering how to actually reach small employers. “If you're a very big fund, there is nothing in your members’ best interest to take on the small ones.” — Sarah ABOUT YOUR HOSTS Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia. www.linkedin.com/in/sarahpennau/ mayflower.com.au Neil Benson is the Global Chief Product Officer at ChandlerCX, where he leads a team focused on the intelligent automation of customer communications. In February 2026, his startup, Novagentic was acquired by ChandlerCX. https://www.linkedin.com/in/neilbenson/ chandler.com.au ABOUT THAT SUPER SHOW That Super Show is a fortnightly podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates, and decisions shaping the industry — without the spin. Subscribe wherever you get your podcasts, and don’t forget to leave us a 5 star review. Got a topic you'd like us to cover? Reach out to either of us on LinkedIn. Mentioned in this episode: ChandlerCX Internactive Statements It’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements. ChandlerCX

    17 min

  4. 18 maj

    Industry-Platform Partnerships, AI in Member Comms, APRA Cautions, and Telstra Super’s Big Merger

    #26. Co-hosts Neil Benson and Sarah Penn break down the latest superannuation shake-ups and tech trends. Industry super funds are now experiencing net outflows to retail funds, with $4.3 billion switching over two years. Sarah Penn questions whether proposed partnerships between industry funds and retail platforms actually benefit members, suggesting they may simply repackage underused direct investment models. Australians are warming up again to financial advice, with both hosts championing the difference quality advice makes. ART is using AI to improve the readability of member communications and transcribe adviser meetings, sparking a debate on literacy levels and member engagement. Meanwhile, Westpac’s massive Microsoft Copilot rollout and TAL’s chatbot and voice analytics innovations show how AI is moving deeper into finance, although Neil Benson wonders if adoption is as widespread as press releases imply. Regulators aren’t entirely convinced either, with APRA calling for stricter governance and risk controls around new AI solutions. A new proposal to automatically convert all super accounts to pension phase by age 75 aims to ensure retirement savings are actually spent in retirement—a move the hosts broadly support. As Telstra Super merges into Aware Super, further cementing industry consolidation, the fate of smaller funds comes into question. With APRA doubling down on trustee accountability and operational oversight, the message is clear: no matter your size, there’s no passing the buck when it comes to member interests. That Super Show Visit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super Show Sarah Penn, Chief Executive at Mayflower Consulting Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's website Neil Benson, Chief Product Officer at ChandlerCX Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website Mentioned in this episode: Chandler CX Digital Forms  You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receive ChandlerCX

    28 min

  5. 11 maj

    Superannuation Reforms: Switching Delays, Lead Generation, and Compensation Challenges

    #25. Should retirees be forced to take a pension? Why are Treasury’s latest consultation papers sending shockwaves through the super industry? We break it down for you in this episode. 1. Enhancing Member Protections in the Super SystemThe definition of a platform trustee — and why it matters (02:08)Increased penalties for misconduct: who really ends up paying? (05:05)Proposed waiting periods for super fund switching: policy fail or protection? (06:19)How compensation proposals could change platform oversight (11:00) 2. Curbing Lead Generation ActivityShould lead generators be licensed like financial advisors? (18:19)Practical limits on financial product advertising and social media marketing (20:20)The ongoing crackdown on “finfluencers” and general advice (23:45) 3. Compensation Scheme of Last Resort (CSLR)Why SMSFs are making most of the claims, and why Neil believes they should pay a levy (25:25)Is the CSLR a fair system, or just a cost passed to trustworthy advisors? (26:02)Should government step in as the safety net instead? (30:19) 🔑 Key TakeawaysWaiting periods for super switching: Sarah argues these do little to protect consumers and mostly benefit big funds (07:34).Platform responsibility: Neil and Sarah both support stricter platform oversight, especially when large sums move into single risky investment options (13:14).Lead generation reform: Marketing firms involved in product distribution should fall under AFSL licensing, making enforcement easier and consumer harm less likely (19:17).CSLR funding: Most compensation claims come from SMSFs; making them contribute seems logical, but the hosts suggest a government backstop would be even better (29:16). 👉 Have Your SayWorking in super? Treasury is seeking feedback on these proposals. Got strong views? Sarah and Neil want to hear from you. Drop them a line or reply to this email if you’d like to come on the show. That Super Show Visit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super Show Sarah Penn, Chief Executive at Mayflower Consulting Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's website Neil Benson, Chief Product Officer at ChandlerCX Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    33 min

  6. 21 apr.

    Super Advertising Bans to Employees, Advisor Education Reforms, and the Unintended Consequences of the Performance Test

    #24. On this episode of That Super Show, co-hosts Neil Benson and Sarah Penn break down the Treasury’s proposed ban on super fund advertising during onboarding, the shakeup in advisor education requirements, and dig into why APRA and the ATO are getting twitchy about payday super implementation (spoiler: small business, we see you…). Plus, are performance tests quietly killing investment innovation in Australia? RESOURCES Superannuation advertising ban consultation launches - employers can only display employee's stapled fund, employer's default fund, or a MySuper product from another fund. Bill has passed both houses, now Treasury is consulting on the regulations to support it.Education reform for financial advisers - Consult hub - Treasury has launched consultation paper regarding new class of financial advisors as part of DBFO T2.Payday Super Readiness | APRA - ATO and APRA have published a letter to RSEs to brace themselves and buckle up! APRA has concerns about some funds' readiness for Payday Super.‘Parliamentary Friends’ launch sharpens focus on super - Super ReviewSuperannuation performance test is stuck in red tape and could be creating a stagnant economy - performance test doesn't encourage outperformance, it discourages underperformance. As a result, money flows into indices, not into innovation. That Super Show Visit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super Show Sarah Penn, Chief Executive at Mayflower Consulting Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's website Neil Benson, Chief Product Officer at ChandlerCX Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website Mentioned in this episode: Mayflower Consulting  This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable. Mayflower Consulting

    27 min

  7. 15 apr.

    Insurance Gaps, Member Service, and International Investment Trends Impacting Super Funds

    #23 Welcome to That Super Show, your inside look at Australia’s superannuation industry. Neil Benson and Sarah Penn dive into the latest trends, challenges, and opportunities shaping super—from industry roadshows in the US to advances in AI, and the evolving insurance landscape. They discuss why Australian funds are looking globally for investments, the efficiency and value of industry trips, and how regulation is impacting innovation. The episode also tackles important issues like the insurance gap for young blue-collar workers and the sharp rise in complaints within the sector, highlighting leadership changes and reflecting on the balance between investment returns and member services. Grab your coffee, settle in, and join Neil and Sarah for another engaging and honest conversation about what’s working, what’s changing, and what needs improving in superannuation. ARTICLES ASFA warns super insurance reforms have left thousands uncovered - Super ReviewAustralian superannuation sector plans to woo US investors, companies and Trump officials in Washington galaBuilding a Stronger and Fairer Super System Act 2026 – Draft Regulations'We've let our members down': Watson | Financial StandardAFCA receives record number of complaints in 2025 calendar year That Super Show Visit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super Show Sarah Penn, Chief Executive at Mayflower Consulting Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's website Neil Benson, Chief Product Officer at ChandlerCX Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website Mentioned in this episode: Mayflower Consulting  This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable. Mayflower Consulting

    27 min

  8. 9 apr.

    Measuring retirement outcomes with Anthony Saliba

    #22. Co-hosts Sarah Penn and Neil Benson chat with Anthony Saliba, Partner at Deloitte Actuarial Consulting. We cover: Retirement income measurement challenge: Determining if retirement income solutions are working is complex, especially with new best practice principles released by Treasury.Best practice principles explained: Treasury’s principles aim to guide trustees in supporting retirees, but are non-binding and allow for flexibility and market-driven solutions.Principles-based vs. prescriptive rules: The industry favours a principles-based approach; there is ongoing discussion about whether these guidelines will eventually become enforceable standards.Realities for smaller funds: Some super funds may decide to exit members into specialist retirement funds rather than investing heavily in retirement offerings for a small retiree base.Complexity for members: Switching from accumulation to retirement products and navigating financial advice, age pension eligibility, and new lifetime income products creates challenges, especially for those without access to personal advice.Emphasis on member confidence: Leading funds invest in digital tools and education to improve member confidence and provide support beyond traditional advice models.Measuring outcomes: Funds should use objective, evidence-based data to evaluate retirement strategies and avoid “marking their own homework.”Personalisation and cohorts: True hyper-personalisation is aspirational; most funds cohort members by life stage and balance, with some moving toward more nuanced demographic analysis.Data access limitations: Lack of access to data like home ownership and marital status hampers more tailored solutions; innovative tools to gather member data can help bridge this gap.Regulatory barriers to engagement: Strict personal advice laws prevent funds from using member data for targeted communications and are seen as a roadblock to better member engagement.Drawdown patterns: Most retirees draw the minimum required, sometimes due to uncertainty or default settings; there are calls to encourage greater, more sustainable drawdowns early in retirement.Missed opportunities: Members often pay unnecessary tax or miss out on age pension entitlements simply by not taking key actions (like moving to drawdown phase or promptly applying for the pension).Annuities and product innovation: Lifetime income products can help manage longevity risk but suffer from low uptake; the industry is seeing product innovation and working toward better “solution” messaging.Asset-rich, income-poor issue: The system facilitates cases where people use super to increase home equity and then qualify for age pension; potential for equity release products and need for policy refinement.Key takeaway for trustees: Always use an evidence-based, objective approach when measuring outcomes and designing solutions, and clearly communicate trade-offs to help members make informed decisions. ANTHONY SALIBA Follow Anthony on LinkedInFollow Deloitte on LinkedIn That Super Show Visit That Super Show website and become a newsletter subscriberFollow That Super Show on LinkedInFollow That Super Show on YouTubeEmail That Super Show Sarah Penn, Chief Executive at Mayflower Consulting Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting's website Neil Benson, Chief Product Officer at ChandlerCX Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website Mentioned in this episode: Mayflower Consulting This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that. Mayflower Consulting

    43 min
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Om

That Super Show brings you the latest news, insights and industry interviews to help Australian superannuation professionals improve retirement outcomes for Australians. Hosted by Sarah Penn, CEO of Mayflower Consulting, and Neil Benson, CEO of Superware.

Information

  • Skapad av
    Neil Benson & Sarah Penn
  • Aktiva år
    2025 - 2026
  • Avsnitt
    29
  • Åldersgräns
    Barnvänligt
  • Copyright
    © Copyright 2026 Neil Benson & Sarah Penn
  • Programmets webbplats
    That Super Show

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