Superannuation Digital Member Experience (DMX) | Publicis Sapient

Superannuation Digital Member Experience

See how your fund compares - tap into the collective insights and expertise

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About the Superannuation Digital Member Experience (DMX) framework

Benchmarking success in superannuation engagement

Publicis Sapient and Adobe have partnered to develop the Superannuation Digital Member Experience (DMX) framework and accelerator programs. The initiative draws from our collective strategic, technical and services capabilities, augmented by years of experience supporting superannuation and financial services providers.

The DMX framework is designed to quantify the quality of member interactions with a superannuation fund across the journey from first impressions to longer-term loyalty drivers. It’s a benchmarking tool that pinpoints why leaders outpace laggards and how funds can accelerate their member experience improvement programs to deliver rapid business performance impact.

Enhancing engagement

Scope for rethinking membership experiences

Most Australians remain disengaged from their superannuation, revealing key gaps in member experiences. Exploring new strategies can help funds boost engagement, improve personalisation, and drive long-term loyalty.

• 74 % of Australians don’t actively engage with their fund, and don’t know their superannuation balance
• 55 % of brands’ “web accessibility” doesn’t pass best practice standards
• 88 % understand the benefits of joining a fund and the importance of superannuation and retirement planning
• 44 % of people regard experiences and information as overly generic.

Explore the five key opportunities identified by the superannuation Digital Member Experience results

The superannuation DMX analysis has unearthed five gaps and opportunities for superannuation funds to uplift their scores and drive a range of benefits for members and the organisation. Here are the opportunities at a glance:

1. Lift brand awareness
2. Strengthen data foundations for more precise and efficient campaign targeting
3. Scale up personalisation - Experience progressively personalised to micro-segments with tailored dynamic content
4. Make applications seamless - Create momentum behind first impressions with reimagined onboarding, applications and support
5. Find new member pain relievers - Reframe the customer value proposition through expanded service offerings
6. Turn apathy into loyalty - Use content, nudges and next best actions to support members across the journey

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Unlock insights

Schedule your DMX session today

For any superannuation fund that would like to discover the organisation’s DMX score and access a detailed analysis of the resulting insights and a personalised accelerator pathway, please contact our senior strategists to arrange a workshop session.

Superannuation Digital Member Experience

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Tales

• Sian Lopes - Managing Partner, Financial Services, Australia and New Zealand
• James Beckett - Director, Strategy, Financial Services