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

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 complexity * Fund digital and product teams struggling to make personalisation feel supportive, not creepy * Communications 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/ [http://linkedin.com/in/sarahpenn] mayflower.com.au [http://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/ [https://www.linkedin.com/in/neilbenson/] chandler.com.au [http://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 [https://thatsupershow.captivate.fm/chandlercx]

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/ [http://linkedin.com/in/sarahpenn] mayflower.com.au [http://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/ [https://www.linkedin.com/in/neilbenson/] chandler.com.au [http://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 [https://thatsupershow.captivate.fm/chandlercx]

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 [https://www.thatsuper.show/] and become a newsletter subscriber * Follow That Super Show on LinkedIn [https://www.linkedin.com/company/thatsupershow] * Follow That Super Show on YouTube [https://www.youtube.com/@thatsuper-show] * Email That Super Show [hello@thatsuper.show] Sarah Penn, Chief Executive at Mayflower Consulting * Connect with Sarah on LinkedIn [https://www.linkedin.com/in/sarahpennau/] * Follow Mayflower Consulting on LinkedIn [https://www.linkedin.com/company/mayflowerconsulting/] * Visit Mayflower Consulting's website [https://mayflower.com.au] Neil Benson, Chief Product Officer at ChandlerCX * Connect with Neil on LinkedIn [https://linkedin.com/in/neilbenson] * Follow ChandlerCX on LinkedIn [https://www.linkedin.com/company/chandlercx] * Visit ChandlerCX website [https://chandler.com.au] 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 [https://thatsupershow.captivate.fm/chandlercx]

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 SYSTEM [https://consult.treasury.gov.au/c2026-756030] * The 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 ACTIVITY [https://consult.treasury.gov.au/c2026-756975] * Should 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) [https://consult.treasury.gov.au/c2026-725938] * 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 TAKEAWAYS * Waiting 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 SAY Working 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 [https://www.thatsuper.show/] and become a newsletter subscriber * Follow That Super Show on LinkedIn [https://www.linkedin.com/company/thatsupershow] * Follow That Super Show on YouTube [https://www.youtube.com/@thatsuper-show] * Email That Super Show [hello@thatsuper.show] Sarah Penn, Chief Executive at Mayflower Consulting * Connect with Sarah on LinkedIn [https://www.linkedin.com/in/sarahpennau/] * Follow Mayflower Consulting on LinkedIn [https://www.linkedin.com/company/mayflowerconsulting/] * Visit Mayflower Consulting's website [https://mayflower.com.au] Neil Benson, Chief Product Officer at ChandlerCX * Connect with Neil on LinkedIn [https://linkedin.com/in/neilbenson] * Follow ChandlerCX on LinkedIn [https://www.linkedin.com/company/chandlercx] * Visit ChandlerCX website [https://chandler.com.au]

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 [https://www.financialstandard.com.au/news/superannuation-advertising-ban-consultation-launches-179812035] - 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 [https://consult.treasury.gov.au/c2026-700540] - Treasury has launched consultation paper regarding new class of financial advisors as part of DBFO T2. * Payday Super Readiness | APRA [https://www.apra.gov.au/payday-super-readiness] - 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 Review [https://www.superreview.com.au/parliamentary-friends-launch-sharpens-focus-on-super/] * Superannuation performance test is stuck in red tape and could be creating a stagnant economy [https://www.afr.com/chanticleer/the-high-cost-of-your-super-fund-s-safety-first-mentality-20260401-p5zkhz] - 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 [https://www.thatsuper.show/] and become a newsletter subscriber * Follow That Super Show on LinkedIn [https://www.linkedin.com/company/thatsupershow] * Follow That Super Show on YouTube [https://www.youtube.com/@thatsuper-show] * Email That Super Show [hello@thatsuper.show] Sarah Penn, Chief Executive at Mayflower Consulting * Connect with Sarah on LinkedIn [https://www.linkedin.com/in/sarahpennau/] * Follow Mayflower Consulting on LinkedIn [https://www.linkedin.com/company/mayflowerconsulting/] * Visit Mayflower Consulting's website [https://mayflower.com.au] Neil Benson, Chief Product Officer at ChandlerCX * Connect with Neil on LinkedIn [https://linkedin.com/in/neilbenson] * Follow ChandlerCX on LinkedIn [https://www.linkedin.com/company/chandlercx] * Visit ChandlerCX website [https://chandler.com.au] 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 [https://thatsupershow.captivate.fm/mayflower]