Hilton Hotel, Auckland 7– 8 September 2017 DELEGATE … · 2017. 10. 2. · 5 Navigating Change DELEGATES The Navigating Change conference, held on 7-8 September 2017 at the Hilton

Navigating ChangeCONFERENCENATIONALHilton Hotel, Auckland 7– 8 September 2017

EVALUATION REPORTDELEGATE

Navigating Change

Welcome,

Thank you for your support of the inaugural Financial Services Council and Workplace Savings NZ national conference. It is fair to say that our first joint conference, based on your feedback, was an outstanding success and one that we are exceedingly proud of.

The event was organised and delivered at a professional standard and proved to be a high-calibre conference in the financial services industry. It has certainly set a high bench mark for our future conferences and we will aim to exceed what was a highly successful event.

The Navigating Change conference was a collaborative effort and meant many months of planning, coordination and organisation. The success of the conference is testament to the people who contributed to this. The conference programme featured standout speakers for the workshops, panel and main platform sessions. We are grateful to all our speakers for their contribution and stellar presentations, to help make the conference a success.

We also must pay thanks to our many and supportive sponsors. Without their generous support we could not have delivered such a high-level conference.

Feedback on the conference has been exceptional. We would like to thank the delegates for their participation and welcome feedback.

Rob FlannaganChairman

Financial Services Council

David BiegelChairman Workplace Savings NZ

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NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT

Media Supporters

Gold Sponsors

Silver Sponsors

Platinum Sponsors

Workplace Savings AwardsGala Dinner Sponsor

In association with

Breakfast Masterclass ‘Portfolio Construction’

Breakfast Masterclass ’Women in Super’

The Financial Services Council and Workplace Savings NZ would like to take this opportunity to thank all of our generous sponsors who supported the 2017 Navigating Change national conference.

In association with

OUR PARTNERS

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Navigating ChangeNATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT

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Navigating Change

INTRODUCTION

The Navigating Change conference was the inaugural joint Financial Services Council (FSC) and Workplace Savings NZ (WSNZ) national conference. The two day conference took place on 7 and 8 September 2017 at the Hilton Hotel in Auckland, New Zealand.

This report outlines the results of an evaluation survey completed by delegates at the Navigating Change conference.

Over the course of the two-day conference, delegates were given opportunities to complete and return hard copy forms at the conference. Post-conference, delegates were given further opportunities to email the evaluation forms to FSC/WSNZ conference organisers.

The purpose of the evaluation survey was to measure delegate satisfaction with the conference and collect information that will assist with the organisation of future FSC/WSNZ events and conferences. Information collected was both quantitative and qualitative.


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Navigating Change

DELEGATES

The Navigating Change conference, held on 7-8 September 2017 at the Hilton Hotel in Auckland, was attended by a total of 309 delegates, of which over 30% were female.

The target audience and delegates were largely from the financial services sector across New Zealand. Delegate numbers per category were as follows:

At Conference Total

Delegate / Speaker

Delegate 202

44

48

5

6

4

Speakers

Media

Exhibition Staff

Staff

Total 309


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DELEGATES

Age Group Total %

31 – 40

30 & under 3

18

37

29

13

41 – 50

51 – 60

60+

Age group comparison for Navigating Change 2017 conference survey results:

HOW DELEGATES HEARD ABOUT THE CONFERENCE

Heard about conference Total %

Media

Word of mouth 32

5

20

2

41

Website

Social Media

Other

Results indicate the Word of Mouth, Website and Other were the main advertising platforms for the conference. In the Other category, survey results indicated that delegates had heard about the conference by email.

In the several months leading up to the conference, the Navigating Change conference had been advertised and highlighted in the quarterly newsletters emailed to FSC and WSNZ members and the email/website-based FSC Your Wealth newsletter.


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Navigating Change

AT CONFERENCE

Delegates in the evaluation survey highly rated the conference presentations, in terms of quality and topic relevance, and also rated the customer service experience at the conference extremely high.

In general, the conference organisation set up and venue received well above average results. Although the qualitative data for the venue indicates a slight level of dissatisfaction with the venue size and seating arrangements.

At the conference Averagerating %

Relevance of presentations

Quality of presentations 4.18 83.53

4.11 82.22

4.25 85.00

4.11 82.16

4.16 83.23

Coverage of topics

Meeting expectations

Total average

Experience Averagerating %

Organisation and set-up

Customer service 4.67 93.33

4.32 86.49

4.19 83.78

4.09 81.71

4.32 86.33

Food and catering

Exhibition area

Total average


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GENERAL FEEDBACK

Conference delegates overall thoroughly enjoyed the conference and many positive comments were received. In particular, delegates highlighted that the conference was an invaluable networking opportunity. Almost half of the survey evaluation comments spoke of the quality and breadth of the speakers and topics covered in the conference.

Both speakers and topics were praised for their variety and interest levels. The outstanding efforts, high quality and professionalism of the conference organisation were also a standout trend amongst the evaluation survey comments.

Top Four Trends %

Great speakers

Breadth of topics 29

23

16

11

Networking

Conference organisation

Delegates were asked for qualitative responses for general feedback on four questions relating to general aspects about the conference.

1. WHAT WERE THE THREE BEST THINGS ABOUT THE CONFERENCE?


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GENERAL FEEDBACK

Lots of variety

Good to have the workshops

Very professional

Quality of some of the panel

Political access/support

Topics – broad and relevant

Networking with peers

Extremely clear

Quality of speakers

Relevant topics

Hearing from inspiring speakers

Loved the backpacks

Food

Excellent choice of speakers

Excellent organisation

Venue (apart from very hard seats)

Relevance to my position as LIT

Excellent quality

Great variety of speakers

Collaboration

Energy

Steven Joyce

Covered the issues that matter

Meeting fascinating people

The sessions

Topics – insurance

Speaker/panel quality

Organisation superb

Good coverage of a range of issues

Very topical discussion on all topics relating to FMA legislation

The discussion around the future of the industry and how things can be done better

‘1. WHAT WERE THE THREE BEST THINGS ABOUT THE CONFERENCE?


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GENERAL FEEDBACK

Engaging variety of topics

Location was good

Two industry groups

Breadth of content

Good variety of topics

Passionate speakers from a range of backgrounds

Good length of two days

Political party aspects

Very well run and diversified content

Focussed workshops with specialist material

Gala dinner

Technical updates

Market updates

Calibre of speakers

Political (Finance spokesmen)

Diverse range of speakers

Forward thinking sessions

Quality of speakers was good, especially outside

Speaker quality was good – nice to see some politicians there

Steven Joyce was interesting and entertaining

Excellent hosts and MC, giving great atmosphere

Sufficient content for all disciplines and interests

Finance spokesmen

Awards / Gala Dinner

Steve Joyce

Grant Robertson

The panels

Having three workshop streams

Diversity of thought

The industry celebrated itself – keen to see these events grow

A forum to ask and answer relevant questions

As a sponsor, an opportunity to engage with the industry

Very informative sessions with excellent panellists e.g. Mike Woodbury

‘1. WHAT WERE THE THREE BEST THINGS ABOUT THE CONFERENCE?


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GENERAL FEEDBACK

Delegates gave a wide range of constructive criticism with suggested improvements for the conference. Although the venue did receive positive praise in the evaluation survey results, the venue also received significant criticism. Comments on the venue were mainly around the small venue in comparison to delegate numbers. The seating and seating arrangements at the venue were also criticised.

Other improvements suggested more delegate participation and engagement with the workshops and panels. There was a general feel for more audience involvement and discussion.

Several delegates in the evaluation survey highlighted timing issues. Many felt improvements could be made with allocating more time to sessions, especially the spotlight series. Other timing issues and programme issues suggested starting the conference later on the second day.

It is also noteworthy to add that a sizeable amount of delegate comments indicated that the conference did not need improvements.

Improvements – Top Five Trends %

Topic focus

Venue – seating and layout 24

18

16

12

10

Timing issues

No improvements needed

Participation / interaction

2. WHAT WOULD YOU DO TO IMPROVE THE CONFERENCE?


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GENERAL FEEDBACK

Online feedback forms

An award for best PDS is a little pretentious

Gala Dinner felt a bit formal, needed a better MC

Create debate e.g. compulsory super

Have more discussion, working groups etc.

Most sessions were very one-way communication

More engagement and open group conversation

Fewer panel discussions

More workshops for specific industry sectors

Breakfast on Day One

Less panels – especially on Main Platform

Would’ve preferred 4–5 high quality speakers

Time management of panel speakers

Some sessions provided little or no question time

Wanted to hear more from Bernard del Rey

The 5 minute Spotlight sessions were too quick

Time between conference and Awards Dinner

More on global / NZ investing

Feedback on venue was that we were short of space

Later start on Day Two – 9.30am?

Longer Spotlight sessions

No customer-centric look and direction

More workplace representation at Government

De-couple from insurance

WSNZ-specific

A couple of international speakers

In danger of being too introspective

Better seating – not enough tables

Sound for Dinner needed improving

Seats were uncomfortable / too hard

Venue too long and thin

Not enough tables for lunch

Bigger room

Music too loud at dinner

Facility could be larger

Breakout Room #3 was too small

Main platform stage didn’t reach far side of the room

Less peripheral stuff

Ask people to keep phones in pockets during the sessions

‘2. WHAT WOULD YOU DO TO IMPROVE THE CONFERENCE?


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OUR SPEAKERS


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GENERAL FEEDBACK

Delegates suggested a variety of industry issues they would like to see at future FSC/WSNZ run conferences and events. The two dominant industry suggested issues related to the New Zealand market and customer focus.

There was also a substantial interest in industry issues to address technology and disruption. Delegates also were keen to see KiwiSaver/super and legislation and regulation issues feature in future events.

Industry Issues – Top Five Trends %

NZ market

Customer focus 17

17

15

14

14

Legislation / regulation

KiwiSaver / super

Technology / disruption

3. WHAT ARE THE MAJOR INDUSTRY ISSUES THAT YOU WOULD LIKE TO SEE COVERED AT FUTURE CONFERENCES AND EVENTS?


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GENERAL FEEDBACK

International trends

Push for compulsory super is critical

Collaboration between competitors

Aligning incentives with best interest of client

More on NZT global economy

Legislation

Regulation and compliance under insurance

Where growth is coming from

International lessons and insights

Impact of regulation

Seemed all things were covered

Being customer-centric

Education and capability

Customer centricity

Value for the customer

Code of Conduct

Engagement with regulators

Different ways of thinking

Customer, customer, customer

Customer user interface

Government political views

Steps on collaboration across industry

Decumulation

Restricted schemes

Interaction with FMA

How the industry can better support employers

‘3. WHAT ARE THE MAJOR INDUSTRY ISSUES THAT YOU WOULD LIKE TO SEE COVERED AT FUTURE CONFERENCES AND EVENTS?


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Navigating Change

GENERAL FEEDBACK

Regulatory happenings

More balanced content around non-adviser channels

Super / KiwiSaver

Global impact issues

Wholesale managed funds/unit trusts/fees

Continued KiwiSaver focus

More FinTech topics

Responding to change – tech, product, legislation

Future of financial advice in NZ

Changing customer demographics

Technological changes in the industry

Investment

Continue financial literacy

Under insurance of New Zealanders

Successes of FSC / WSNZ

Personal development

More digital content from actual innovators

Overview of submissions make (i.e. way to reflect on previous year)

With the continuing evolution of the financial services industry, spotlight on positive and negative changes

How to make it easier for consumer to get appropriate insurance cover

Sustainability – how to grow financial literacy for Kiwis, disruptor trends

Probably didn’t address the gender pay gap enough and how this affects savings for women

‘3. WHAT ARE THE MAJOR INDUSTRY ISSUES THAT YOU WOULD LIKE TO SEE COVERED AT FUTURE CONFERENCES AND EVENTS?


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Navigating Change

GENERAL FEEDBACK

Qualitative feedback from the evaluation survey encompassed a wide variety of suggestions and improvements that the FSC and WSNZ could be doing to represent the industry.

A significant amount of comments related to the need for more customer engagement and availability of information. Comments indicated suggestions for more submissions/legislative work and a higher degree of Government involvement and continued lobbying.

Numerous comments related to the need to enhance the profile of FSC/WSNZ. Finally, delegates commented on more opportunities in FSC/WSNZ run events and training.

FSC / WSNZ – What else can we do? Top Five Trends %

Enhance profile

Lobbying Government involvement 17

21

31

17

14

Customer engagement / information

Events / training

Legislation / submissions

4. WHAT ELSE CAN THE FSC AND WSNZ BE DOING TO REPRESENT THE INDUSTRY?


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GENERAL FEEDBACK

Higher public profile

Continue to have media voice

Promote savings & insurance education in schools

Consumer engagement to lift trust in industry

Engage with communities

Role model

Think about less privileged

More workplace representation in Government

Promoting plain English documents

More regional training and development events

Be customer centric

More one-off seminars on current topics

Greater interaction around submissions

More on legislative changes and effects of

More enthusiastic board members like David Boyle

More of the same

Annual conference – half-day

Submissions: Breakfast sessions

More of the last 12 months

Awareness

Lobby Government etc.

More of the same – continue to engage key influencers

Industry forum to tackle key isues e.g. adviser transition and working groups

Keep doing what you do with lobbying, but perhaps more on solving financial literacy

Pickup – insist on 5 key pieces of information

being delivered to customers

Looking at similar marking thing – like the

Electoral Commission i.e. the ‘orange guy’, a simliar gimmick to promote KiwiSaver

Continue with public releases and research on importance of insurance / investment / retirement provision (more than National Super required)

Financial literacy for younger generation is so important – How do we address this?

Continue co-operation in building trust through public communication

Involve politicians in these events more (not just regulators)

‘4. WHAT ELSE CAN THE FSC AND WSNZ BE DOING TO REPRESENT THE INDUSTRY?


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Navigating Change

GENERAL FEEDBACK

MAIN PLATFORM / KEYNOTE SPEAKERS

(Delegates were asked to rate the seven main platform/keynote speakers on a 5 point scale (1-5) with 1 being considered poor and 5 excellent. They were asked to rate keynote speakers on the relevance and value of the sessions and the content presented. These scores were then equated to a percentage to show the attendee’s satisfaction rating for that item as follows: 5 = 100% / 4 = 80% / 3 = 60% / 2 = 40% / 1 = 20%.)

Conference attendees gave very positive feedback and ratings for all of the main platform/keynote speakers were well above average. Attendance at the main platforms and key note speakers was high and this reflected in a high response rate in evaluation feedback.

Main Platform / Keynote Speaker Session Rating%

Rating Average 1-5

Panel 1 – KiwiSaver Ten Years On

Hon. Steven Joyce Main Platform

Panel

Panel

Main Platform

Main Platform

Panel

Main Platform

Total Averageof Sessions

83.594.18

78.893.94

75.003.75

93.574.68

85.56

69.44

92.41

4.28

3.47

4.62

4.13 82.64

Panel 2 – Consumer of the Future

Lisa King

Grant Robertson

Panel 3 – Culture, Conduct & Consumers

Murray Thom


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GENERAL FEEDBACK

SPOTLIGHT / MASTERCLASS SERIES

The spotlight/masterclass series received high ratings, praise and positive feedback. In qualitative feedback, the spotlight series were well received and there were suggestions for longer spotlight sessions in the future.

Attendance rates were less that the main platform/key note speakers and this reflects the lower response rate in feedback.

Speaker Session Rating%

Rating Average 1-5

Louise Webster

Bernard del Rey Spotlight – Investment Risk

Spotlight – Innovation

Masterclass #1

Masterclass #2


80.874.04

71.113.56

1005.00

954.75

4.31 86.12

Trish Sherson

Graham Rich

Spotlight – Cyber Security 83.644.18Ian Fletcher


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GENERAL FEEDBACK

WORKSHOPS

There were three workshop streams – Investment, Insurance and Fintech. There were four workshop sessions with each of the workshop streams running a session. Twelve workshops in total.

As the four workshop sessions ran at the same time, it was not possible for the delegates to attend all twelve sessions. Evaluation forms collected data from consenting delegates for a maximum of four out of the possible twelve sessions.

All three workshop streams rated highly in the evaluation form survey. Results range from average to above average. Attendance levels across the streams differed and this reflects in the varying evaluation response rate. There was a significant difference in room size, with the investment stream being hosted in the smallest room, although it proved very popular and beyond the room capacity.

Workshop Stream Rating%

Rating Average 1-5

Driving Member Engagement in KiwiSaver

Workplace Schemes Investment

Insurance

FinTech


85.334.27

72.003.60

77.783.89

76.673.83

63.33

80.00

77.50

73.33

76.92

82.86

80.00

70.00

3.17

4.00

3.88

3.67

3.85

4.14

4.00

3.50

3.82 76.31

Where to From Here?

Fund Trustees & LITs Session 2

The Impact of Medical Technology on Future of Insurance

The Art of the Possible

The Future of Distribution in a post-FAA World

Technology Doesn’t Innovate, People Do

Building Sustainability in a Changing World

Lessons to be Learnt after WannaCry

The Changing Environment of Underwriting & Claims Trends

Data Are Coming


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PRE-CONFERENCE

PRE-CONFERENCE EXPERIENCE

The survey results indicate that delegates overall experienced an above average satisfaction rating. From qualitative results there were several comments about the lack of AMEX card payment facilities with the registration process. Conference organisers will investigate having this option for future conferences.

Pre-conference Averagerating %

Website usability and content

Availability of information 4.15 82.94

4.06 81.25

4.31 86.25

4.23 84.67

3.97

4.14 82.90

79.38

Ease of registration

Customer service pre-event

Conference value

Total average


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THE AWARDS

FINANCIAL SERVICES COUNCIL AWARDS

Rising Star Award For an individual who has shown tangible growth and development over the previous 12-months, making a real difference to the industry while early in their career.

Innovation Award For an individual who has proactively taken the initiative to lift professionalism in the industry by addressing a big industry issue or industry challenge.

Shaping the Future Award For an individual who has consistently demonstrated industry leadership, proactively advocating for market change and a future focus.

Diversity Award For an individual who walks the talk when it comes to diversity. A person who is passionate about making a difference on any aspect of diversity both within and beyond the workplace.

AWARD CATEGORIES

Category Nominee Company Finalist /Winner

Rising Star Award

Innovation Award

Shaping the Future Award

Diversity Award

Jenn Dobinson

Kris Ballantyne

Mark Daniels

Karen Sheirlinck

Peter Lassen

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Winner

Winner

Winner

Winner

Rachael MacDonald

Tim Sutherland

Jason Moss

Russell Hutchinson

Sean Kam

Ana-Marie Lockyer ANZ

Brynlea Hunter-Morpeth AIA New Zealand

Hayden Jonas Partners Life Limited

Westpac New Zealand Limited

Chatswood Consulting Limited

Partners Life Limited

ANZ Wealth

AMP


AMP

Fidelity Life


AMP


Navigating Change

THE AWARDS

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AWARD WINNERS


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THE AWARDS

WORKPLACE SAVINGS AWARDS

Product Disclosure Statement (PDS) of the Year For the best product disclosure statement by a corporate, master trust, industry or KiwiSaver scheme.

Most Innovative Communication For the most inspiring communication in 2016/17. A change that has made a true difference to consumers and the industry.

Best Overall KiwiSaver Member Experience For the best consumer experience on a KiwiSaver product, communication or service.

Excellence in Communication Overall winner demonstrating simple, easy-to-read, consumer-focussed communication.

AWARD CATEGORIES

Category Campaign Company Finalist /Winner

PDS of the Year

Most Innovative Communication

Excellence in Communication

Best Overall KiwiSaver Member Experience

ASB KiwiSaver Scheme PDSWestpac KiwiSaver Scheme

Picture Your Retirement

Your Guide to the ANZ KiwiSaver Scheme

AMP Essentials

AMP Welcome Pack

ANZ KiwiSaver MTC

Grosvenor Financial Services Group Rebrand

Annual Report

Future You

Future You

WinnerFinalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Finalist

Winner

Winner

Winner

Generate KiwiSaver Survey

Smart Steps to Retirement Success

‘Fuel Tank’ MTC Communications Westpac New Zealand LimitedGenerate KiwiSaver

New Zealand Post Superannuation Plan

ANZ New Zealand Investments Limited

AMP Financial ServicesMercer

Westpac New Zealand LimitedASB

Best Overall Communications Generate KiwiSaver

Mercer

Kiwi Wealth Limited

Kiwi Wealth Limited

Booster Financial Services Limited

AMP Financial Services

ANZ New Zealand Investments Limited


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THE HIGHLIGHTS

COCKTAIL FUNCTION


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THE HIGHLIGHTS

THE GALA DINNER


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THE HIGHLIGHTS

THE GALA DINNER


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THE HIGHLIGHTS

THE GALA DINNER


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THE HIGHLIGHTS

THE GALA DINNER


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THE HIGHLIGHTS

EXHIBITORS


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THE HIGHLIGHTS

EXHIBITORS


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A THANK YOU

THE CONFERENCE TEAM

Finally, a huge shout out to the conference committee who created, ran and produced the conference.

Tim McGuinness

Richard KlipinMark Banicevich

Noah SchiltknechtDavid BiegelRob Flannagan

Mike Woodbury

Ana-Marie Lockyer

Mark Daniels

Haydee Stroud Rachel Douglas

Yvonne Davie


CONFERENCE 2017NATIONAL

Navigating Change

09 985 5762 [email protected] navigatingchange.co.nz

Documents

Hilton Hotel, Auckland 7– 8 September 2017 DELEGATE … · 2017. 10. 2. · 5 Navigating Change DELEGATES The Navigating Change conference, held on 7-8 September 2017 at the Hilton