PROVIDE MEMBERS WITH PERSONALISED AND ENGAGING EXPERIENCES

To support this goal, there are four initiatives. View CPA Australia's progress on each of these below. 

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10.00am - 10.05am
3.1 CREATE COMPELLING VALUE PROPOSITION THROUGH MEMBERSHIP CYCLE
Member journey mapping

This is a significant piece of research that will underpin CPA Australia's work to improve value and service to members at each stage of the membership journey. Focus groups, fieldwork research and qualitative surveys have been completed for members in Australia.

Fieldwork research commenced in China and Malaysia in February-March 2019. 

Member experience audit 

This project will assess the current state of the member service experience, including member interaction channels, customer service delivery models, evaluation frameworks and related systems and technology. It will deliver valuable recommendations on how CPA Australia can improve value to members through technology and service.

Social media audit

The purpose of the audit is to produce a report highlighting the strengths and weaknesses of the existing social media strategy, and to help inform the development of a more refined strategy that allows for two-way communication with members.

10.00am - 10.05am
3.2 IMPROVE WEBSITE CONTENT, USER EXPERIENCE
CPA Program Enrolments

CPA Australia has invested significantly in technology to improve the enrolment experience for Associate members. The priority is to eliminate outages and minimise delays for members. 

The November enrolment period saw no outages. Overall, members reported a quick and seamless enrolment experience. There were close to 5000 successful enrolments on day one and the average enrolment time per unit was just 30 seconds. The project was delivered on time and to budget. 

intheblack.com

A renewed focus on content to reflect member interests has resulted in an increase of 100,000 visits to INTHEBLACK.com in December 2018 compared to December 2017.

intheblack.com

Event management system

A new event management system provides a streamlined process for members booking to attend events. The self-serve system enables members to register for events, provide payment, change sessions, and cancel and arrange a refund.

Digital education platform pilot – Quitch

Quitch, a pilot digital app for students enrolled in Practice Management and Ethics and Governance in Semester 1 2019, incorporates gaming technology and design elements to aid learning. More than 1980 students downloaded the app during the pilot.

10.00am - 10.05am
3.3 ENABLE DIVISIONS, BRANCHES AND COMMITTEES TO ENGAGE WITH MEMBERS
Member engagement initiatives

Communication protocols have been put in place to support email communication from Divisional Presidents to members in that Division. Additional work is being done to establish new digital channels for members in each Division to communicate and connect with each other as part of a professional network.

In November 2018, Division and Branch Councils shared member engagement initiatives and put forward recommendations for potential improvements.

In December 2018, Councils are developing member engagement plans to be submitted to the Member Engagement Committee. These will inform recommendations on changes to the overall strategy for member engagement and help build an appropriate evaluation framework.

Associate member welcome event – Shanghai

A reception to engage Associate members in their career journey.

10.00am - 10.05am
3.4 DEVELOP A COLLABORATIVE AND CONSTRUCTIVE CULTURE
Culture Workshops

CPA Australia employees have attended culture workshops designed to build a member-centric culture aligned to the strategy objectives.

Sectors

  • Economy, regulation and business

  • Finance fundamentals

    Enhance your core accounting and finance skills in the areas of tax, audit and assurance, compliance, financial planning, analysis and reporting.

  • Operational transformation

    Find out how to transform your business using improved processes and management skills, the latest technologies and shared services.

  • Personal development

    Refine your skills and become a highly productive, effective and well-rounded individual.

  • Sector in focus

    Hear the latest trends and opportunities specific to your sector, including corporate, SME, not for profit and public sector.

  • Strategy and leadership

    Become an outstanding finance leader by enhancing the power of innovation, successfully managing change and driving a high-performance culture.

  • Trends and business impacts

    Understand shifts in the domestic and global economy, the regulatory environment, the latest fraudulent activities, and consumer and competitive markets to build risk mitigation strategies.