Customer experience is critical for providers looking to differentiate themselves in an increasingly competitive market. From marketing to admissions to care workers, every customer touchpoint will need to become seamless and consistent to retain current consumers and attract new ones.
Become proactive at the Customer Experience in Aged Care conference. Better understand your customer through journey mapping and leverage data analytics to continually improve customer experience at every touchpoint and drive long term business outcomes.
Topics to be explored:
- Applying data analytics to measure customer experience and continually drive improvement across all customer touch points
- Retaining customers and building a pipeline through ongoing client relationships
- Promoting your public brand identity and aligning external brand with the perception of internal stakeholders
- The future role of reviewer, rating and aggregator sites and the impact on customer experience
- Driving and sustaining long term culture change for a customer centric workforce
This event will be attracting:
Senior Executives, General Managers and Directors from Home, Community and Residential Care providers with responsibilities for:
- Customer Experience
- Customer Service
- Client Engagement
- Marketing & Communications
- Human Resources
- Strategy & Operations
Attend to learn:
- An international keynote from the UK to examine to thrive in a commercial market
- Strategies to better understand the customer & their journey
- Data analytics & tools to measure & build long lasting client relationships
- Insights to transform organisational culture & create internal brand advocates
Shared Lives Plus
Anna has worked in the social care field in the UK for over 20 years in roles across both the voluntary and statutory sectors. Anna’s experience includes working on pilots to introduce personal budgets for people who need care and support and introducing community based initiatives to keep people connected to the people and places that are important to them.
Anna is now Executive Director of Support & Development at Shared Lives Plus, the UK network for Shared Lives and Homeshare where her role involves working with Directors, commissioners and other providers to develop and diversify the Shared Lives model across the UK while supporting members to ensure the quality across the sector.
Nicola Reynolds joined Benetas in February 2016 and comes to the organisation with over 20 years’ experience in senior roles in business and marketing strategy in both the private and public sectors across aged are and community services, education, public transport and health-data marketing sectors. These roles have typically been undertaken as sectors face major, micro, funding or environmental changes. Nicola’s experience covers brand differentiation, market research, campaign management across mass and digital channels, public affairs, advocacy and corporate reputation management.
Adjunct Professor Alan Lilly joined BlueCross as Chief Executive Officer in September 2016. Prior to this, Alan had held senior management and executive roles across a number of Health Services in Victoria and most recently, he was the Chief Executive Officer of Eastern Health. Immigrating to Australia in 1986, Alan is a Registered Psychiatric Nurse by background with post-graduate qualifications in General Nursing, Health Services Management and a Master of Business in Health Administration. In June 2016, Alan was appointed as an Adjunct Professor of Australian Catholic University. He is an Associate Fellow of the Australasian College of Health Service Management, a Fellow of the Australian Institute of Management and a Member of the Australian Institute of Company Directors. Alan’s professional interests are in leadership, culture, safety, quality and the resident/client experience.
Strativity Group is a global customer experience consultancy that has undertaken a significant volume of work in Australia’s Aged Care Sector and the broader health segment.
Our expertise is in strategy, experience design and cultural transformation.
Strativity works with clients to:
- Design and execute value creating customer experience strategies
- Define, improve and innovate the customer experience
- Develop a customer-centric culture and improve organisational capability
- Determine the economics that support investment in customer experience management
Strativity helps our clients answer the following questions:
- What is our current customer experience and how do we effectively map it?
- How do we identify and prioritise the key areas for improvement?
- How do we innovate the experience to create and sustain a competitive advantage?
- How do we build an enterprise wide blueprint for experience improvement?
- How do we infuse the customer perspective into our business to drive real change?
- How do we capture the economic value of our customer experience strategy?
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As it approaches the precipice of Consumer Directed Care (CDC), Australia’s Aged Care industry faces intrinsic challenges when it comes to customer experience strategy development and driving a more customer centric culture. Who is the customer? Historically, the industry has relied heavily on government funding to provide care for residents. Moving forward, competition for the …