That Super Show

Recent Episodes

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FSC Chief Breaks Down Government's Consumer Protections and Industry Reform Address
34
Aug. 24, 2026

FSC Chief Breaks Down Government's Consumer Protections and Industry Reform Address

#34. The new era of super legislation: how much is too much—and who pays? Sarah and Neil dig into the government's proposed reforms with Financial Services Council CEO Blake Briggs, uncovering the central tension: how do you craft effective consumer protections after the First Guardian and Shield disasters, without layering on so much complexity and cost that it stifles the industry and confuses members? The discussion pulls no punches on who shoulders the fallout from bad actors—with good ad
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Bringing AI to Super: Australian Food Super’s New Member-Friendly App and the Future of Advice
33
Aug. 19, 2026

Bringing AI to Super: Australian Food Super’s New Member-Friendly App and the Future of Advice

#33. Australian Food Super’s Dan Mosson and InvestStream’s Gary Bryan join Neil and Sarah to dig into the realities - not just the AI-pilled promise - of using AI to make super advice genuinely usable for everyday Australians. Most digital super tools feel like bland calculators or force members into a Woolworths-like DIY experience, making the complex even harder. Australian Food Super wanted not just self-service, but truly member-friendly advice, especially for a membership base often new
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Prime and Aware Merger, Fee Hikes, and the Pricing Challenge in Superannuation
32
Aug. 10, 2026

Prime and Aware Merger, Fee Hikes, and the Pricing Challenge in Superannuation

#32. Neil Benson unpacks the growing pressure on Australian superannuation funds to clearly explain what members pay for, and whether scale, complexity, and rising costs are delivering genuine value. Central tension: As more funds merge, raise fees, or tweak insurance, the old argument that "bigger is better" isn't enough. Members, regulators, and boards now demand concrete proof that these changes actually improve retirement outcomes, service, and member experience—especially as costs climb
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Xavier O'Halloran: Superannuation's Customer Service Failures
31
July 30, 2026

Xavier O'Halloran: Superannuation's Customer Service Failures

#31. The episode digs into why customer service in superannuation call centres is consistently failing, what that means for members at moments of real need, and whether mandatory service standards are required to fix it. Xavier O'Halloran of Super Consumers Australia joins Neil Benson and Sarah Penn to break down the findings of a first-of-its-kind research project: not one super fund met basic customer care expectations, with average scores across the industry barely scraping 49 out of 100. T
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Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process
30
June 30, 2026

Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process

#30. Cohosts Neil Benson and Sarah Penn chat with Kerry Vogel, Head of Insurance Claims, Performance and Delivery at CBUS Super. Today's conversation focuses on how CBUS Super responded to major failings in handling death claims by moving beyond surface fixes and fundamentally redesigning the process. The central argument: Australian super funds create unnecessary complexity and distress for grieving families by relying on outdated, paperwork-heavy systems, and CBUS has proven it’s possibl
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From Barbell to Ecosystem: Rethinking Member Engagement and Advice in Super with Duncan McPherson
29
June 16, 2026

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 press
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Recent Blog Posts

1-minute Interview Questions
Nov. 17, 2025

1-minute Interview Questions

If you're attending a superannuation event where Neil and Sarah are recording short interviews for That Super Show, here's a list of potential topics and questions to help get the conversation going. Strategy and Reform What reform has created t…
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About the Hosts

Neil Beson
Neil Benson Profile Photo
Neil Benson

Global Chief Product Officer at ChandlerCX

At Chander, I lead product strategy as we continue to build AI-driven automation into the ChandlerCX customer communications platform. In February 2026, my startup, Novagentic was acquired by ChandlerCX, where I now serve as global chief product officer.

Organisations in regulated industries – such as financial services, public sector, healthcare and education – face higher compliance complexity, rising customer expectations, and pressure to reduce costs every day. The organisations that thrive over the next decade will be those that are able to communicate empathetically through intelligent automation at scale.

I’ve worked with clients in superannuation, insurance, investments, banking, and public sector to deliver enterprise applications that embed automation into their day-to-day workflows. My background in UK, US and Australia spans leading agile teams to build enterprise applications, AI product strategy and leadership, and building amazing businesses that deliver outcomes our customers love.

If you’re working in communications, operations or transformation in a regulated organisation, I’d love to hear from you and discuss how ChandlerCX could help you solve your customer engagement challenges.