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Well-intentioned mishaps: when tech goes wrong
#3. Sarah and Neil discuss the latest news and views affecting Australian superannuation professionals.
Highlights00:02 - Introduction to the Super Industry
06:14 - Navigating Superannuation: The Importance of Proper Documentation
13:52 - Understanding Risk Management: The Bowtie Theory
20:57 - Introduction to the Complaints Resolution Scorecard
27:22 - Exploring AI Tools for Productivity
Big Idea- the bow tie of risk management - example here: https://www.manycaps.com/blog/risk/8-steps-to-bow-tie-analysis.
- Neil has a new complaints scorecard tool: https://superware.ai/financial-services/complaints-scorecard
Recommendations
- Coaching real leaders podcast https://hbr.org/2020/12/podcast-coaching-real-leaders
- Relay.App for creating AI agents: https://relay.app
That Super Show
That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.
Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.
- Visit That Super Show website and become a newsletter subscriber
- Email [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestion
- Follow That Super Show on LinkedIn
- Follow That Super Show on YouTube
Your Cohosts
Sarah Penn
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.
- Connect with Sarah on LinkedIn
- Follow Mayflower Consulting on LinkedIn
- Visit Mayflower Consulting website
Neil Benson
Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.
- Connect with Neil on LinkedIn
- Follow ChandlerCX on LinkedIn
- Visit ChandlerCX website
Mentioned in this episode:
Mayflower Consulting
This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that.
Mayflower Consulting
View all episodes
By Neil Benson & Sarah Penn#3. Sarah and Neil discuss the latest news and views affecting Australian superannuation professionals.
Highlights00:02 - Introduction to the Super Industry
06:14 - Navigating Superannuation: The Importance of Proper Documentation
13:52 - Understanding Risk Management: The Bowtie Theory
20:57 - Introduction to the Complaints Resolution Scorecard
27:22 - Exploring AI Tools for Productivity
Big Idea- the bow tie of risk management - example here: https://www.manycaps.com/blog/risk/8-steps-to-bow-tie-analysis.
- Neil has a new complaints scorecard tool: https://superware.ai/financial-services/complaints-scorecard
Recommendations
- Coaching real leaders podcast https://hbr.org/2020/12/podcast-coaching-real-leaders
- Relay.App for creating AI agents: https://relay.app
That Super Show
That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.
Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.
- Visit That Super Show website and become a newsletter subscriber
- Email [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestion
- Follow That Super Show on LinkedIn
- Follow That Super Show on YouTube
Your Cohosts
Sarah Penn
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.
- Connect with Sarah on LinkedIn
- Follow Mayflower Consulting on LinkedIn
- Visit Mayflower Consulting website
Neil Benson
Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.
- Connect with Neil on LinkedIn
- Follow ChandlerCX on LinkedIn
- Visit ChandlerCX website
Mentioned in this episode:
Mayflower Consulting
This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that.
Mayflower Consulting