Impact Insights: Personalising CX in Superannuation with AI and Purpose with UniSuper

How do you modernise digital experiences in one of the most highly regulated industries? In this episode of Impact Insights, Emaad Akhtar sits down with Brendan Donoghue, Head of Digital and Customer Experience at UniSuper, to uncover the bold decisions behind their digital transformation. Brendan shares how UniSuper went from paper-heavy processes and low digital adoption to 85% digital engagement—with over 87% engagement among members over 60. He explains the pivotal choices that built member trust, the role of personalisation in reimagining superannuation, and why the future of customer experience (CX) will be shaped by AI and conversational agents. We also dive into: How UniSuper balances innovation with regulatory compliance. The bold shift from paper to digital-first processes—and why members embraced it. Lessons from member feedback and why nothing launches without testing. The vision of becoming the “Netflix of retirement.” The biggest CX opportunities and risks in the next decade. If you’re a business leader looking to deliver transformative change, without losing the human touch, this conversation is packed with insights you can apply today.