Driving consumer acquisition & retention
Conference Date
22nd & 23rd May 2018
Location
SMC Conference & Function Centre, Sydney
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Agenda

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Day 1 - Tuesday 22nd May, 2018

8:00
Registration, coffee & networking
8:30
Welcome remarks from the Chair
Ian Yates AM
Chief Executive
COTA Australia
Understanding the aged care customer
8:40
INTERNATIONAL KEYNOTE: Disrupting & innovating aged care in the UK
  • Understanding the impact of reform in the UK on aged care provision
  • Transforming care and empowering older people through the shared lives and home share model
  • Lessons learned for the Australian aged care sector
Anna McEwen
Executive Director, Support & Development
Shared Lives Plus
9:20
Getting to know the two aged care customers
  • Who is the customer? Thinking about consumers and their family as two separate and important customers
  • Balancing the different needs and interests of the two customers
  • Building experiences around the needs of consumers and their families
Ian Yates AM
Chief Executive
COTA Australia
10:00
Morning tea & networking
10:30
What’s holding you back?
  • Understanding and addressing the beliefs and mindsets that are holding your organisation back from creating exceptional experiences
  • Moving from aspirational experience design to activation
George Bej
Director
Strativity
11:00
Using data to bring ‘customer’ into the centre of decision-making
  • Create the data foundation for decision-making
  • Build and test the ‘enquiry to conversion’ hypotheses
  • Use outcomes to challenge and change funding and resourcing investment
Nicola Reynolds
General Manager, Customer Innovation & Marketing
Benetas
Leveraging data to evaluate the customer journey
11:40
INTERACTIVE ROUNDTABLES: Tools & digital systems to strengthen customer experience

Sit down with industry leaders and peers to discuss the latest trends in customer service and learn how other providers are leveraging the latest technology to improve customer experience and data management

12:20
Networking lunch
1:20
OUT OF SECTOR SPOTLIGHT: Leveraging data science & technology to improve customer experience
  • Using big data and real time insights to match consultants to customers
  • Designing beyond the transaction for better customer outcomes and lifetime value
Slade Sherman
Chief Experience Officer
iSelect
2:00
OUT OF SECTOR SPOTLIGHT: Designing & continually improving customer experience
  • Understanding the difference between customer service and customer experience
  • Using data analysis to identify pain points in the customer journey
  • Piloting, redesigning and streamlining the customer journey
  • Going beyond reacting to complaints – becoming proactive in customer advocacy
Kathryn Rutkowski
Former Head of Customer Advocacy & Improvement
Westpac Group
2:40
Afternoon tea & networking
Building an ongoing client relationship
3:10
Aligning the relationship based model of care with customer experience
  • Working towards a customer service mentality through relationship based care
  • Consistency across customer touchpoints: From first contact through to care experience
  • Measuring the impact on consumer experience and customer satisfaction
Karn Nelson
General Manager, Strategy & Innovation
The Whiddon Group
Amiria MacKinnon
General Manager, Marketing & Communications
The Whiddon Group
3:50
Collecting data to continually improve resident experience
  • Implementing the ASCOT tool to collect and measure customer experience and feedback
  • Empowering consumers through internal processes that bring the customer voice to the forefront
  • Balancing risk and innovation to sustain customer choice throughout their experience
Kerri Rivett
Chief Executive Officer
Shepparton Villages
4:30
Closing remarks from the Chair & close of Day One
4:40
NETWORKING DRINKS

Day 2 - Wednesday 23rd May, 2018

8:00
Welcome, coffee & networking
8:30
Opening remarks from the Chair
Ian Yates AM
Chief Executive
COTA Australia
Bringing together brand & customer experience
8:40
CASE STUDY: Embedding customer experience in the BlueCross brand for health & aged care
  • Defining what customer experience is in the context of health and aged care
  • Understanding and responding to customer experience
  • Contrast past experience with future aspirations for what can be achieved in aged care
Adjunct Professor Alan Lilly
Chief Executive
BlueCross
9:20
Connecting brand & customer experience at every touch point
  • Understanding the major customer segments Driving an evidence based approach to developing and implementing customer insights
  • Empowering brand across marketing, contact centres and care provision
Tracey McFarland
Group Executive Customer Services
UnitingCare QLD
10:00
Morning tea & networking
10:30
Knowing Your Customer Improves the Experience
Steven Strange
Chief Executive Officer
Health Metrics
11:00
Linking internal & external brand
  • Evaluating perception of your brand by the public, customers and internal stakeholders
  • Customising and personalising internal customer experience
  • Thinking about brand a part of the customer pipeline
Allanna Kelsall
Chief Relationships Officer
PresCare
11:40
Structuring processes for improved customer experience
  • Connecting marketing, admissions, sales and care under the umbrella of customer experience
  • Identifying a primary business unit to house customer experience
  • Making customer service a priority at every touch point
Vanessa Zamprogno
Director, Consumer Engagement
The Benevolent Society
12:20
Networking lunch
Spotlight on Reviewers & Aggregators
1:20
OUT OF SECTOR SPOTLIGHT: Capitalising on the digital future of aged care consumerism
  • How advancements in digital technology are changing how consumers search for and select providers in aged care.
  • What are the current gaps in the digital consumer journey and how are these likely to be closed?
  • How can organisations best prepare, to both take advantage of opportunities and mitigate risks?
Mark Ogden
Chief Executive Officer
DPS Publishing
2:00
OUT OF SECTOR SPOTLIGHT: Enabling greater consumer awareness & choice
  • Developing a tailored review, rating and aggregation tool for the aged care sector
  • Empowering consumer feedback and overcoming barriers like fear of retribution
  • Connecting reviews to greater experience oversight – including live customer feedback and net promoter scores
Lauren Todorovic
Founder & Director
Lauren Todorovic
2:40
Afternoon tea & networking
Creating a customer centric workforce
3:10
Entrenching customer experience in organisational culture
  • Bringing forward the voice of the customer and making it a part of core business
  • How to identify the pain points and fix the things that matter most
  • Identifying champions to transform and sustain a customer centric culture
Sally Johnstone
General Manager Marketing & Business Development
CareConnect
3:50
Growing & retaining a customer centric workforce
  • Using organisational structure to improve workforce and customer management
  • Building an accountability and customer service culture
  • Recruiting beyond the aged care sector and embedding a values driven approach
Georgina Chalker
Chief People & Customer Engagement Officer
Integrated Living
4:30
Closing remarks from the Chair & close of Conference
Workshop A: How to connect internal & external brand
Monday 21st May 2018, 4:00pm - 7:00pm

The workshop

In order to keep up with the increasingly commercial market, aged care providers will need to change how they think about and engage with both external and internal customers. Staff form a critical part of the customer experience and are living brand advocates, making it essential to get your internal brand and values correct.

Attend this interactive workshop to learn how you can better transform organisational culture to become more customer centric and empower your internal staff to become brand advocates to your customers.

Why attend this workshop?

  • Evaluate how internal stakeholder perceive your brand image and identifying gaps
  • Align internal brand with external communications to consumers
  • Communicate organisational values and taking staff on a journey with you
  • Take away recruitment strategies to identify the best candidates to compliment organisational growth
  • Continually improve internal and external brand perception and engagement through measurement

* Refreshments & dinner provided

Price $499 + GST

Allanna Kelsall
Chief Relationships Officer
PresCare
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Workshop B: How to map the customer journey
Monday 21st May 2018, 12:30pm - 3:30pm

The workshop

In a commercial market, it is imperative to think of consumers as customers. But it can be difficult to understand the evolving expectations of existing consumers and their influencers. The customer journey is a key method of learning how consumers engage with your brand, services and organisation as a whole.

Attend this interactive workshop to learn how you can leverage journey mapping to better understand your consumers, their thoughts, needs and perception of your brand and improve internal practices and processes to facilitate the end to end customer journey.

Why attend this workshop?

  • Learn how to develop and use customer journey maps and client personas
  • Take away strategies to engage and educate your staff on the customer journey
  • Gain skills to translate insights from journey mapping into process and practice improvement
  • Learn how to tailor and improve customer engagement at various touchpoints and measure their engagement
  • Identify key steps to build internal capacity for on-going customer mapping and measurement

* Refreshments provided

Price: $499 + GST

Vanessa Zamprogno
Director, Consumer Engagement
The Benevolent Society
Register Now
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Key Speakers

Anna McEwen
Executive Director, Support & Development
Shared Lives Plus
Nicola Reynolds
General Manager, Customer Innovation & Marketing
Benetas
Adjunct Professor Alan Lilly
Chief Executive
BlueCross