hilton hotel, auckland 7– 8 september 2017 delegate … · 2017. 10. 2. · 5 navigating change...
TRANSCRIPT
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
2
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
3
Navigating ChangeNATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
4
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.
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
5
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
6
Navigating Change
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.
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
7
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
8
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
9
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
10
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
11
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
12
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
13
Navigating Change
OUR SPEAKERS
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
14
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
15
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
16
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
17
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
18
Navigating Change
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?
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
19
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
20
Navigating Change
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
Total Averageof Sessions
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
21
Navigating Change
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
Total Averageof Sessions
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
22
Navigating Change
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
23
Navigating Change
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
Partners Life Limited
AMP
Fidelity Life
Partners Life Limited
AMP
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
Navigating Change
THE AWARDS
24
AWARD WINNERS
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
25
Navigating Change
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
26
Navigating Change
THE HIGHLIGHTS
COCKTAIL FUNCTION
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
27
Navigating Change
THE HIGHLIGHTS
THE GALA DINNER
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
28
Navigating Change
THE HIGHLIGHTS
THE GALA DINNER
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
29
Navigating Change
THE HIGHLIGHTS
THE GALA DINNER
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
30
Navigating Change
THE HIGHLIGHTS
THE GALA DINNER
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
31
Navigating Change
THE HIGHLIGHTS
EXHIBITORS
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
32
Navigating Change
THE HIGHLIGHTS
EXHIBITORS
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT
33
Navigating Change
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
NATIONAL CONFERENCE 2017 DELEGATE EVALUATION REPORT