Driving consumer acquisition & retention
Conference Date
22nd & 23rd May 2018
SMC Conference & Function Centre, Sydney
Book Now
Secure your place and get the best rates


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
Show more details

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: 4 Dec 2018  By: Ash Natesh

    Technology is developing at a rapid rate and as a result there has been massive changes in the aged care industry. Not only is technology enabling elderly people to lead healthier and more independent lives, it is helping carers and medical professionals monitor their health, to ensure they get the help they need, when they …

  • Date: 6 Nov 2018  By: Chris Dougherty

    In 2016, the Australian aged care workforce was estimated to no more than 360,000. This represents around 3% of the Australian workforce. This workforce provided services to 280,000 Australians, of whom 70% were in residential care. (Research Australia) Beyond the statistics, it is a workforce that has an enormous influence on the quality of life …

  • Date: 18 Oct 2018  By: Ash Natesh

    In a time of uncertainty and change for the aged care sector, we spoke with Benjamin to understand how a leading provider like Silver Chain is developing strategies to ensure a sustainable and vibrant future. Benjamin is an experienced business development leader and strategist with over 15 years of experience in the health, aged care, disability …

  • Date: 28 Aug 2018  By: Ash Natesh

    The aged care industry have been scrutinized time and again to be “untrustworthy providers getting rich on our tax money while providing a bad service”. Often communications between the industry sectors are hazy. While government only provides bronze cover for institutions, for a gold and silver cover unfortunately the individual has to bear the costs. …

Endorsers & Media Partners