Driving consumer acquisition & retention
Conference Date
22nd & 23rd May 2018
SMC Conference & Function Centre, Sydney
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Where are you up to with customer experience?
In partnership with:


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
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Key Speakers

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



  • Date: 16 May 2018  By: George Bej

    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 …

  • Date: 5 Jun 2017  By: Campbell McGlynn

    IRT Group is an aged care provider operating in NSW, ACT and QLD. We have 2,400 employees and operate five business units; residential care, retirement living, IRT at Home, IRT Catering and the IRT College, our training company.   Becoming an employer of choice was not something we intentionally set out to do. Rather it …

  • Date: 10 May 2017  By: Jayne Ryan

    Demographic changes, an ageing population and a mobile workforce present many challenges for the community services workplace. More jobs are being created in the health and disability sector, particularly with the arrival of the NDIS, and in order to attract and retain a skilled workforce, we need to look outside the box. Shortages in the …

  • Date: 9 May 2017  By: Greg Skelton

    We need to change the aged care industry in Australia. We all know that aged care needs to transform to reflect what customers really want, so at PresCare, we are demonstrating our commitment to this by asking real people what they want and need. This has helped to paint a picture of what the company …

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