Agenda details.

Agenda details.

Thursday 19-September.

Time. Agenda.
10:00am First guests arrive.
10:00am – 1:00pm Free time. (See activities on offer.)
12.35pm Second guests arrive.
1:00pm – 2.15pm Welcome in the Big Dining room. Lunch.
2.15pm – 4.00pm

Business session in Big Dining room (see agenda below). Afternoon tea provided.
2.25pm – 4:00pm Free time.
4:00pm – 6.30pm Free time. (See activities on offer.)
6.30pm – 11:00pm

Formal recognition dinner in the Big Dining room. 

Dress code for the formal dinner will be semi-formal attire. A shirt and jacket (or a suit) for the gents, and a cocktail dress for the ladies. 

What to expect in Thursday's business session.

  • Business session (Part 1) - Agenda.

    1. Welcome and opening remarks.
    (10 minutes)

    Speaker: Campbell Mitchell, Fidelity Life.

    2. Celebrating successes in customer experience.
    (25 minutes)

    Speaker: Fidelity Life.

    What good looks like: Highlight recent success stories of the top 30 advisers who excelled in customer service.
    Share testimonials and positive feedback from clients.
    Recognise advisers who have significantly improved customer relationships.

    3. Delivering exceptional service.
    (45 minutes)

    Speaker: Stephane Massarini – MD, Rosewood Hotels & Resorts.

    Delivering exceptional service: What service means today for New Zealanders and some frameworks or models.

    Break.
    (10 minutes)

     

    4. Interactive workshop: Ideation of meeting customer service needs.
    (30 minutes)

    Facilitator: Fidelity Life.

    Breakout into small groups of advisers.
    Discussion around the changing landscape and implications for customer needs.

Friday 20-September.

Time. Agenda.
7.00am – 8.30am Breakfast.
8.00am – 11.00am

Golf competition or guided trail walk.

Other activities on offer.
12.00pm – 1.00pm Working lunch.
1.00pm – 3.00pm

Business session (see agenda below).
1.00pm – 3.00pm Free time. (See activities on offer.)
3.00pm – 3.30pm Afternoon tea provided.
3.30pm – 5.00pm Free time.
5.30pm – 7.00pm Evening drinks on golf lawn.
7.00pm – 11.00pm Casual dinner with live music.

What to expect in Friday's business session.

  • Business session (Part 2) - Agenda.

    1. Interactive workshop: mapping the client journey.
    (60 minutes)

    Facilitator: Fidelity Life.

    • Collaborative Session 1: Breakout into small groups of advisers.
    • Activity: Create client journey maps for different client personas.
    • Objective: Identify touchpoints, emotions, and potential improvements on driving customer excellence in the life insurance buying process.
    • Output: Group presentations on key findings and suggestions.

    Break.
    (10 minutes)

     

    2. Action plan: turning insights into actions.
    (30 minutes)

    Facilitator: Fidelity Life.

    • Collaborative Session 2: Group Discussions on Actionable Insights.
    • Activity: Groups review key takeaways from the 2-day workshop and presentations.
    • Objective: Define specific actions to enhance client experience.
    • Output: Group reports on defined actions, responsibilities, and deadlines.

    3. Closing remarks and next steps.
    (10 minutes)

    Speaker: Fidelity Life.

    • Recap: Recap of the meeting's highlights.

Saturday 21-September.

Time Agenda
7.00am – 10.00am Breakfast.
11.00am First group departs from Kauri Cliffs.
12.00pm Lunch.
1.30pm Second group departs from Kauri Cliffs.

Find out more.

Head back to our Customer engagement forum landing page to learn more about your upcoming stay.

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For an outline of the agenda, click the button below.

Activities on offer.